Do reps from AT&T actually read these forums?

Scholar

Do reps from AT&T actually read these forums?

One thing I'm curious about is the complete lack of feedback that I see on these forums from anyone at AT&T. Why does AT&T ignore users?

Message 1 of 14 (2,999 Views)
Expert

Re: Do reps from AT&T actually read these forums?

There are some Community Managers and Mods here that most definitely do read these boards...however this is a peer to peer forum. The Mods are here to see that everyone follows the guidelines and that we all play well together. The Community Managers are here to help should anyone need assistance with certain issues. 

 




 REGRET NOTHING~


     we live & learn~

Message 2 of 14 (3,001 Views)
Professor

Re: Do reps from AT&T actually read these forums?

As indicated, this forum is primarly meant for users to pass on information and help each other.  Its not an AT&T tech support tool.  There has been some participation by Community Managers to resolve some tech support or customer service type issues, but its really just a bonus, and responses by AT&T employess shouldn't be expected.  Until fairly recently, there was virtually no participation by AT&T, except moderating (removing inappropraate posts, etc.).  So AT&T involvement is actually more now, than previously.

Message 3 of 14 (2,956 Views)
Professor

Re: Do reps from AT&T actually read these forums?

Is there a concern that you had that you want help with?

 

Message 4 of 14 (2,944 Views)
Explorer

Re: Do reps from AT&T actually read these forums?

[ Edited ]

"Is there a concern that you had that you want help with?"

 

Kind of a silly question isn't it? Do you think people come to post on this forum to talk about how wonderful their phones are and how they love AT&T customer care and service?

 

Others, like myself are having real issues with phones like Galaxy S2 "sleep of death" issue which by the number of people complaining, is indeed a real problem. Why does AT&T supply a forum? So they can continue to ignore the complaints by paying customers? Any company that purports to care about their customers, would have a CS rep monitoring the boards and perhaps checking that some of these issues are serious quality problems and need to be rectified before people like myself, who have been an AT&T customer for many years, jumps ship.

 

<CM Edit - Keep it courteous>

Message 5 of 14 (2,939 Views)
Explorer

Re: Do reps from AT&T actually read these forums?

In light of the fact that AT&T won't acknowledge any problems or take responsibility for buggy updates, I think people need to:

 

1.) send an email to "tips@consumerist.com" and let them know about your experience here and with AT&T support.

2.) contact the Better Business Bureau online and give them your experience.

3.) Use Twitter and Facebook to promote your experience. If AT&T should actually help you, let people know that also.

4.) Word of mouth. Let people know about your wonderful experience on this forum and AT&T in general. Don't use f-bombs.

5.) Write to Leo Laporte, Tom Merrit at TWIT or Dan Benjamin at 5by5 or anyone else running podcasts. Let them know!!!

 

Message 6 of 14 (2,920 Views)
Professor

Re: Do reps from AT&T actually read these forums?

[ Edited ]

doctorwhen wrote:

"Is there a concern that you had that you want help with?"

 

Kind of a silly question isn't it?


From the top post, it was unclear whether they were looking for help on a specific issue (since none was mentioned), or just complaining to complain.  That is why he asked.  So no, it wasn't a silly question at all.

doctorwhen wrote:
 

So tell us 21stlow, how you are equipped to help?... we would be curious about your level of expertise and how it may apply to this S2 "sleep of death" (see other posts highlighting this issue)


Why be so negative and rude?  Is it really so inconceivable that other users may actually be able to help you?  There are those of us here that have helped others through a great many issues.  Go look up XDA Developers, and you will see an entire community of thousands of people, none of which are paid to be there, with far more expertise than any AT&T tech support can ever hope to provide.  This forum is along those lines.  Not quite as technical as XDA, as many questions that pop up here trend towards general help, FAQ type topics.  But there are some very knowledgable people here.
As I've already mentioned, this was never meant to be an AT&T run tech support forum. They have other avenues for getting tech support.

 

 

Message 7 of 14 (2,897 Views)
Professor

Re: Do reps from AT&T actually read these forums?


doctorwhen wrote:

"Is there a concern that you had that you want help with?"

 

Kind of a silly question isn't it? Do you think people come to post on this forum to talk about how wonderful their phones are and how they love AT&T customer care and service?

 

Others, like myself are having real issues with phones like Galaxy S2 "sleep of death" issue which by the number of people complaining, is indeed a real problem. Why does AT&T supply a forum? So they can continue to ignore the complaints by paying customers? Any company that purports to care about their customers, would have a CS rep monitoring the boards and perhaps checking that some of these issues are serious quality problems and need to be rectified before people like myself, who have been an AT&T customer for many years, jumps ship.

 

So tell us 21stlow, how you are equipped to help?... we would be curious about your level of expertise and how it may apply to this S2 "sleep of death" (see other posts highlighting this issue)


Are you serious?  The OP asked a question about AT&T reps responding to board concerns.  One usually only cares when he/she has a concern; however, the OP didn't state a concern.  My question to the OP was to find out what the concern was.

 

If I thought that I had something helpful to offer Galaxy S II users, I would have responded in that thread.  However, I know of no solutions to the problem, nor do I own a Galaxy S II. 

 

Message 8 of 14 (2,887 Views)
Former Community Manager

Re: Do reps from AT&T actually read these forums?


omrebel wrote:

One thing I'm curious about is the complete lack of feedback that I see on these forums from anyone at AT&T. Why does AT&T ignore users?


Yes, every day. I'm sorry you haven't seen my posts or the posts from other members of my team but we are here and replying every day. 

 

If you have an issue that you need some help with, please let us know. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
Message 9 of 14 (2,840 Views)
Master

Re: Do reps from AT&T actually read these forums?

[ Edited ]
_____________________________________________________________
doctorwhen wrote:

Kind of a silly question isn't it? Do you think people come to post on this forum to talk about how wonderful their phones are and how they love AT&T customer care and service?
_____________________________________________________________

We actually see positive feedback quite often here, at least a couple of times on a weekly basis. AT&;T is nowhere near perfect, but they're not completely trash - just like any other company you can think of.

Perhaps if you stuck around longer, you'd see the praise and customer appreciation to prove that AT&T is not all bad.

Cat Happy Remember that Wild Banchi... 1993-2010 Cat Happy



Message 10 of 14 (2,767 Views)
Scholar

Re: Do reps from AT&T actually read these forums?


21stNow wrote:

doctorwhen wrote:

"Is there a concern that you had that you want help with?"

 

Kind of a silly question isn't it? Do you think people come to post on this forum to talk about how wonderful their phones are and how they love AT&T customer care and service?

 

Others, like myself are having real issues with phones like Galaxy S2 "sleep of death" issue which by the number of people complaining, is indeed a real problem. Why does AT&T supply a forum? So they can continue to ignore the complaints by paying customers? Any company that purports to care about their customers, would have a CS rep monitoring the boards and perhaps checking that some of these issues are serious quality problems and need to be rectified before people like myself, who have been an AT&T customer for many years, jumps ship.

 

So tell us 21stlow, how you are equipped to help?... we would be curious about your level of expertise and how it may apply to this S2 "sleep of death" (see other posts highlighting this issue)


Are you serious?  The OP asked a question about AT&T reps responding to board concerns.  One usually only cares when he/she has a concern; however, the OP didn't state a concern.  My question to the OP was to find out what the concern was.

 

If I thought that I had something helpful to offer Galaxy S II users, I would have responded in that thread.  However, I know of no solutions to the problem, nor do I own a Galaxy S II. 

 


I ask this because I want to know why AT&T feels it's okay to block competing applications - such as Google Wallet. I have seen countless questions with no official response on this. I understand that AT&T is always on the lookout for ways to scam customers - and that's where Isis comes in at. However, Isis obviously doesn't work and is limited to only certain areas. It's anti-competive at best. 

 

So, I was wondering if AT&T reps read these questions and concerns about their anti-competitive practices, or if they are just ignoring the voices of their customers. Pretty simple really.

 

Does that help?

Message 11 of 14 (2,621 Views)
Professor

Re: Do reps from AT&T actually read these forums?

OK.  Other posters have said that this is largely a peer-to-peer forum.  AT&T Community Managers will primarily make sure that we are adhering to forum guidelines and secondarily offer assistance with existing products and services or point people to the Customer Care team. 

 

AT&T isn't likely to explain why Google Wallet isn't available to its non-Nexus users, especially on this forum.  If AT&T did offer an explanation, it would probably be in the form of a press release.  Most companies that I'm familiar with don't spend a lot of time discussing products and services that they don't offer.  The companies spend their resources making the public aware of what is offered by the company.

 

If you are looking for a response to that question, I would suggest writing a letter (sent via the USPS) to the Executive Team.  You will probably get a response; whether it's a satisfactory response will be a different question but you will get an answer.

Message 12 of 14 (2,597 Views)
Mentor

Re: Do reps from AT&T actually read these forums?

[ Edited ]

Actually, most companies I know DO mention products they don't offer when their customers are clamoring for it.

 

My assumption is that AT&T, and the other carriers collaborating on Isis, are purposefully ignoring the cacophony of calls for Google Wallet

 

[Edited to comply with Guidelines]

Message 13 of 14 (2,278 Views)
Highlighted
Mentor

Re: Do reps from AT&T actually read these forums?

I have a concern

there's about 400 people on this forum that want to know when the optimus g jelly bean update is coming out

and all we get every day since it was promised by the end of january is IGNORED

at least we can get a release date that is concrete

                                                        thank you,400 at&t paying customers

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