11-10-2011 10:20 AM
I recently switched to AT&T from Sprint, and find AT&T as bad as or even worse than Sprint as of four years ago, when it was known for terrible services.
I registered my phone in FamilyMap. I was once satisfied because it worked as well as Sprint's FamilyLocator. I also received messages to confirm my registration.
But next morning it stopped working. I tried to sign in with the registered phone number and password, but the system did not let me in, with the error message "The phone number or password you entered is incorrect. Please try again." I thought I might somehow forget the password, so clicked the "Forgot your password?" link. I entered my phone number and clicked "Submit". I was shocked to see "The number you entered does not match an existing account," indicating that something invalidated my registration in FamilyMap. I was still able to login on my online account management, however.
So I contacted AT&T, starting from "Chat with Tech Support", which was a big mistake. This is because the guy who responded was so slow understanding the situation, and I was not sure the problem was reported to the right department, after spending an hour chatting with him. So I had to call the general number 1-800-331-0500, asking for technical support. I had to explain the situation to multiple representatives (taking another hour), because they were generally too slow to understand the situation. At the end I asked for a manager, and I probably got hold of one of them. He was indeed different from those who took my earlier calls, trying to do various diagnostics, which were probably irrelevant, however. After more than an hour with him, he finally transferred me to another technical department.
The person I dealt with sounded like he understood the nature of the problem, but could not fix it right away, even after I complained that I should not have spent several hours without seeing immediate resolution. Anyway I gave up for the day. But next day I was pleasantly surprised to receive messages saying I can use FamilyMap. I confirmed it, and told the customer service that the case seemed to be closed.
However, this did not last long. Next day, it stopped working with exactly the same symptoms as two days before. I was so tired to explain all this that I had to be blunt to the last person to take my call at 1-800-331-0500, requesting that she should study the nature of the problem using the information which she should have on her computer monitor or elsewhere -- I would be surprised if the record of my case had not been archived. As expected, the problem still persists. I wonder if AT&T FamilyMap works at all right now.
My suspicion is that my account somehow got screwed up initially, and that even after somebody fixed it the problem comes back next day because of the problem with original registration. But how will AT&T repair the problem permanently? I assume that there are a handful of competent engineers/technicians who thoroughly understand how things work and how they can prevent possible glitches from causing fatal problem -- the advertised functions not working --, but how can an individual customer contact such professionals?
This is a critical problem. Why do we have to bother speaking to untrained customer service reps and giving them the same information over and over again? This is very similar to getting computer problems fixed at Apple stores, where there are layers of shop attendants hanging around, but only those called "genius" really understand hardware/software problems, and it is much more efficient to go directly to them (of course not all of them are real professionals), skipping others who may be labeled as "technical" but should actually be labeled as "sales".
Anyway, this is really a frustrating situation. Does AT&T management see these posts?
11-11-2011 3:02 PM
I sent you a private message yesterday concerning the issue you're having--just wanted to make sure you got it.
11-11-2011 4:30 PM
I was notified about your post, but have not received your private message......
11-11-2011 4:37 PM
Sent again--I believe I can fix the problem's your having with FamilyMap. Please response to my PM and I'll get things started.
Sorry you're having trouble with FamilyMap!
Hope you have a good weekend,
11-11-2011 9:31 PM
Sorry, your second attempt of sending a message does not seem to have gone through. What should I do? But I don't like to disclose my email address here.
11-13-2011 11:46 AM
Ah ok, I guess I'll just post here then.
The highest level tier of customer support for FamilyMap is handled by Location Labs (now called Safely). Location Labs/Safely makes both Sprint Family Locator and Att Family Map -- you may have noticed they look similar. I believe your issue is a known bug that can be easily fixed by Location Labs--the thing is many of the normal Att reps don't know about it.
I know you've already spent tons of time talking to At&t, but if you call again and specifically say you are having an issue with FamilyMap and would like to submit a trouble ticket to Location Labs (the rep may also know us as Wavemarket) they should be able to fix your problem quickly. If the rep doesn't know how to do this, ask for their manager and say the same thing.
If you send your contact info (email and phone number) to firstname.lastname@example.org, the folks over there will forward it to the Location Labs support team so they make sure your issue gets resolved.
Please let me know if you have any other questions.
Hope this helps!
11-14-2011 8:36 AM
I'm sorry that you're having trouble and I see that jacobgreen has offered assistance. In the interest of your personal privacy, we ask that you do not answer requests for personal information from community members not associated with AT&T.
I am a community manager and employee of AT&T and would be happy to get you in contact with a member of our team to work on this issue with you. If you will please send me a private message with your name, account number, phone number and the best time to contact you.
@jacobgreen - I appreciate your willingness to assist and have sent you a private message regarding this issue.
11-14-2011 9:53 PM
Thank you very much for the information, without which I would probably end up switching the wireless company again. I understand Location Labs provides GPS tracking service to multiple wireless companies including AT&T. As soon as I registered with the AT&T FamilyMap and saw it work (for short time), I was struck by its resemblance with Sprint's FamilyLocator. Now I know why.
Today I was fortunate enough to be able to speak to an AT&T rep at a technical department who sounded reasonable, after an annoying conversation with a business rep who was just like most other customer service reps. This technical person was able to follow how my case has evolved and find who have done what. Now she, who identified her full name, has filed a ticket to Wavemarket, telling me that the fix will be for good this time. I will see what happens tomorrow.
I was about to file complaints to FCC and to prepare for not paying the bill because of deep dissatisfaction with the AT&T service. Actually, I think they overcharge, even after considering miscellaneous fees for the first month. I have a headache at the thought of having to call AT&T again....
Anyway, thank you again for your informative message.
11-15-2011 11:33 AM
Glad I could help!
11-15-2011 11:44 AM
Sounds like jacobgreen is a great addition to our community!
11-17-2011 7:43 PM
For your information, AT&T has not restored Familymap for my use three days after it filed a ticket to Wavemarket/Location Labs. How long does it normally take Location Labs to fix the problem I reported?
11-18-2011 10:34 AM
Sorry it's taking so long--I'll double check with our support people to make sure they actually got your ticket.
11-18-2011 10:52 AM
I just double checked with our customer support team--it seems the At&t rep you talked with may not have actually submitted the ticket to us, or it got lost somewhere in the system.
I know you're probably tired of phoning in, but if you try to call one more time and ask again to submit a ticket to location labs(wavemarket), I'll make sure we get your problem fixed ASAP.
To ensure the ticket gets submitted to our system, once the rep submits the ticket, ask them to open the confirmation email our system sends them (if they didn't get one the ticket submission may not have gone through). There should be a 4-digit ticket number in that email. If you post that, I'll pass it along to our reps to make sure your issue gets fixed quicket.
Jam - I know we talked about not asking for personally identifying information, but I figured this ticket number was anonymous, so it was ok. Please jump in if you feel differently.
11-18-2011 3:33 PM
The AT&T rep (who identified her full name) sent me a text right after submitting a ticket to. It reads "I have filed a ticket with Wavemarket who controls Family Map the ticket # is 6847. This should get the Family Map issue resolved for good this time." I think this contains the information you referred to. Please allow me to stay away from 1-800-331-0500, a cursed number.
11-18-2011 3:54 PM
I followed up with our support people--we do have your ticket in the system, but for some reason, your phone number isn't showing up in our database. They're are a couple of reasons why this might be happening, so we're following up with the at&t rep you spoke with on the phone.
I'll get back to you as soon as I know more. Hopefully things will get straightened out this afternoon, but since it's already pretty late in the day, we may not hear back until Monday.
Hope you have a good weekend, and please let me know if there's anything else I can help with!