Customer Service
Lately when I've had to call into cs to get anything done it sends me to attws cs first, where I have to wait on hold for what feels like forever plus a day. âšī¸ When I finally get somebody I have to say Hello first and wait for them to stop talking in the background and talk to me instead. I have to tell them the whole story just to be told; "I'm sorry, we're a blue center, I'll have to transfer you to an orange" which would be all well and good, if they would just transfer me but do they? No, they play the middle man. They ask me questions and then tell orange, and come back to me. Everything gets screwed up, and I end up having to call back to cingular cs and I still get att. I go through it all over again until somebody just transfers M...
(continues)
(continues)
...
If you can get through to a orange customer service person and tell them that sometimes they will give you the direct 1800 # to there call center which is completly orange like My stores have NC call center # that is the best way that i have found
...
We were doing that over here for a long time. I have the direct 800, direct 866, and 888 agent hotline number and it still goes to blue. We've had the number on speed dial for as long as I can remember. I don't think they changed it or anything. When this first started they told us to dial the number and then hit # and it would go straight to orange, it worked great for a long time. All of a sudden it just stopped working. Any thoughts?
...
also, if the customer recently migrated to cingular the phone que will send them to aws. try hitting zero @ the prompts.
...
as a blue rep when I get cingualr calls, after determining that I am dealing with a cingular issue, I try to get a little info regarding issue and wireless number etc before tranfering. I many cases the hold time is greater than 40 secs, so I will dump you in the que anyway since frankly you aren't my problem -- but if it seems that a person might be needed or the hold to cingular is miraculously less than15--20 minutes then I will give the cingular rep the story as I understandit, and more often than not they will give me some other phone number to call, starting the process all over again. I can't say anything about the background chatter, probably you are getting american call centers, and while I have noticed the aws situation improving...
(continues)
(continues)
...
I too have been receiving MANY calls like this. Most of the time, customer has been dialing the 1-800-331-0500 number. When I transfer them to the 1-866-Cingular number it seems to result in a successful transfer to Orange most of the time, but not all.
I've reported it to my supervisor and our trainers, but have not heard of any fix as of yet.
It's just as frustrating for customer care reps as it is for the customer's, at least it is for me. Once I realize that its an "orange" issue, I politely interrupt their story and explain the misrouting and then transfer them to the orange number. We were told we did not have 'warm' transfer those types of calls, but I do occasionally if the customer has had an extremely frustrating time.
...
(continues)
I've reported it to my supervisor and our trainers, but have not heard of any fix as of yet.
It's just as frustrating for customer care reps as it is for the customer's, at least it is for me. Once I realize that its an "orange" issue, I politely interrupt their story and explain the misrouting and then transfer them to the orange number. We were told we did not have 'warm' transfer those types of calls, but I do occasionally if the customer has had an extremely frustrating time.
...
(continues)
...
