Contributor
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1 Message
Poor Customer Care
Below is a transcript of a recent exchange with the AT&T "customer service" chat line. The conversation was unproductive, unhelpful and staff were rude. The manager "Jake", first interupted abrubtly the conversation I was having with "Jessica" and the proceed to be "snarky" and unhelpful. It seemed all a joke to Jake. Jake, even terminating the discussion, as can be seen at the bottom. I suppose he hoped i would not know how to copy and paste the discussion. Perhaps someone can explain to "Manager Jake" that it is customary to acknowledge the start and end of coverations.
We pay a huge amount of money a year to maintain phone service with AT&T. My wife is at a best buy struggling noow for over an hour to activate a new phone, while I am having this unproductive discourse with customer care. Lets be clear. My wife and I are very frustrated. We switched to AT&T because we wanted apple phones after years of good service from Verizon. It seems at our next opportunity we should switch back, without any evidence AT&T values us as customers enough to engage in the simple norms of interaction. Here are some suggestions - "hello may i help you?", "i will direct you to my manager, jake, he will be better able to assist you." "we are committed to matching our competition in price and quality, let me explain what offers we have...", "thank you for contacting us, i am sorry i was not able to help you..."
David
| Me: Hi I misplaced my son's phone last week. We reported it missing to security and have tried using find my phone. |
| Me: but have not been able to locate it. |
| Jessica: That's always super stressful, I panic every time I misplace my device! |
| Jessica: Thanks for chatting in with AT&T today, my name is Jessica, and I'd be happy to help get this all straightened out. May I ask who I have the pleasure of speaking with? |
| Me: I am David G |
| Me: thanks for your help |
| Jessica: Nice to meet you David! And no worries at all! I'll just need to ask some quick questions to make sure I am finding you the correct information! |
| Me: myphone number is 415-xxx-xxxx |
| Jessica: I appreciate that! Just so that I can look further into this for you, may I have permission to mirror your account today? |
| Me: my son's number is 415-xxx-xxxx |
| Me: sure, what does it mean to mirror our account? |
| Me: are you still there Jessica? |
| Jessica: That just means that I can look at it but I won't be able to make any changes! (: |
| Me: sure. |
| Me: take a look. |
| Jessica: Thank you! |
| Jessica: Under federal privacy law, it is your right and our duty to protect your account information. May I use your account information during this chat to talk about products offered by our companies? Your decision wont affect your service. |
| Me: sure... we are trying to get a replacement... |
| Jessica: I totally understand, just to clarify, that just allows me to discuss the replacement after looking into your account |
| Jessica: Click here to head to your account overview where you can log in and then we can get this all set up! (: |
| Me: is there anything you can do to help find the old phone or make sure that no one is using it? |
| Me: what would happen if they found it and took out the sim card? |
| Jessica: No worries there! We can deactivate that SIM and transfer that number to a new line! |
| Me: what i'd really like is to recover the old phone. |
| Jessica: I personally will not be able to alter that deactivation however, I will grab the customer care number for you, and they will be able to take care of that today! I will stay on the line during that so that I can make sure everything gets handled correctly! (: |
| Me: my wife is looking into buying a phone at bestbuy |
| Me: they have a really good deal on the iphone 5SE. |
| Jessica: I totally understand, I would really want to find that old device as well! We do have some pretty great options for replacing it however! |
| Me: not as good at best buy, from what i can see. |
| Jessica has left the chat |
| You are being transferred, please hold... |
| Agent Jake enters chat |
| Jake: I can totally understand that |
| Me: hello jake. |
| Jake: You can definitely go to best buy however I vote against it. |
| Me: are you going to pay the cost diffence? |
| Me: difference? |
| Me: what happened to Jessica |
| Jake: haha I wish I could |
| Me: i wanted to get help locating the phone that was lost. |
| Me: is there a customer service number for that? |
| Jake: You can try yes |
| Jake: You can reach customer care at 800.331.0500. They are open Monday to Sunday from 7am to 10pm your local time. |
| Me: are they open today? |
| Jake: Yes they definitely should be |
| Me: so why shouldn't we buy the same phone at best buy? |
| Me: my wife is at the store now and is reporting frustration, not with bestbuy, but with AT&T.... |
| Jake: Whatever is best for you |
| Me: Jake do you have a manager i can chat with? |
| Jake: If you get a phone from us with our insurance we offer 12 hour a day tech support to resolve any issues with remote assistant. |
| Me: i would like to understand what is going on here. |
| Me: why you took over from Jessica |
| Jake: I am the manager actually! |
| Jake: 🙂 |
| Me: and your manager? |
| Me: actually? |
| Me: are you going to respond? |
| Me: Jake? i would like to connect with your manager. Are you going to help? |
| Jake: Yes sir! I do apologize |
| Jake: I am the highest level of management available on caht. |
| Me: do you have the email address of a manager i can contact? |
| Jake: I apologize but I am unable to provide any email information can I ask why you wanted to speak to a manager? |
| Me: we pay a great deal to maintain our family plan of phones w/ AT&T. We lost one of our phones and went to AT&T.com to find helpful information |
| Me: first i wanted help with the process of relocation, if there is anything you can do |
| Me: second we wanted help with issues with our account that was setup wrong. |
| Me: but your answers, like "i would vote against it." aren't helpful |
| Me: the issues with our account are making it difficult to buy the replacement at bestbuy. |
| Jake: I do apologize if you need help with this I will get you to our billing department. |
| Me: can they be included with this chat? |
| Me: or will i need to call them? |
| Jake: You would need to call them |
| Jake: You can reach customer care at 800.331.0500. They are open Monday to Sunday from 7am to 10pm your local time. |
| Thank you for chatting with us today. The agent has left this conversation. For further questions, please click the chat button located on the right side of the screen. |
There was no "chat button" and the feature that allowed the user to forward the chat to a email address disappeared... good thing i knew how to copy and paste.
ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello there @sunshinehouse!
I regret to hear you had a bad interaction with one of our chat agents. Here at AT&T we strive for the best customer interactions possible. It is my pleasure to assist you!
The first thing I will suggest is using the Find my iPhone or Device Manager for Android. These features allow you to locate your phone online from the comfort of your home! It is noteworthy to mention the phone may not display if the phones are off.
You are also able to purchase any device you like online at att.com/offers or if you’d like you can do it at any AT&T Company Store as well. You can use our Store locator to find the closest store to you.
Activations have been made easy thank to our online Activation Portal. From this page, you can activate your device without the hassle of waiting on the phone or going into a store.
I appreciate your time, and the feedback. Thank you for letting me assist you today, and have a wonderful rest of your day!
Cesar, AT&T Community Specialist
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frnkgarett
Tutor
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7 Messages
7 years ago
Here that @sunshinehouse ? They "regret" it. Feel better?
Jeez, it's like they're not even trying!
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