Customer Service
I have recently switched to ATT, and I have very quickly noticed there customer service is absolutely the worst I have seen. What makes this even more peculiar for me is I was a Sprint Store Manager for nearly three years. Sprint has always been known (rightfully) for having bad customer service but what I have seen since day one with ATT is just absolutely astonishing. I am very worried for this company, I believe you are heading in the same direction Sprint at one time. It seems identical to what Sprint was two to three years ago which was all the reasons Sprint was drove into the ground. I believe the company as a whole has a very egocentric feeling, in that your company is on top of the world and it doesn't matter if you lose a custo...
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I'm not really big on complaining or whining the point of the post was to get it across to someone that things need to change with your company. However I will go into it now.. My Parents recently moved to another part of the Country. they have always had free cell phones through there work so they have never had a contract or been with one of the "big guys". My Parents go into a Corporate ATT store in there area, after the smoke clears and everything is done they leave with two Palm Centros fully loaded with Text, Internet the whole nine yards. Which is fine I would've warned my parents if I knew they were making this purchase (They did it before talking to me). My Parents don't know how to use a home computer let alone a Palm Centro, ...
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Sorry about your experience. I am a authorized rep, and i can tell you this, when I call into Customer Service, if I get the wrong impression from the rep, I hang up right there and call back until I get someone who I know will do the job right. It really is upsetting, and very stressful. One rep I worked with hung up 3 times, and they noted the account, and then finally the customer service called the store back and told her not to hang up on them anymore. lol. Sometimes I have to suck up and be soooo nice, just so I know they will help. But there are some rude customer service reps.
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I get mad at reps in store that tell me credits and activations queue was too high so i thought i would call to find someone that has the access to run a credit eval... it causes a repeat call on me because i transfer back to C&A to get early upgrades and credit evals pushed through...argh!!
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SOunds like you got an outsourced call center. That would be a huge no-no. While she is right if you were advised in a corporate store that activation fees would be waived we would advise to go back to the point of sale because if they offer you something they have to follow through. I generally credit the activation back anyway and call the store if they say there was a promotion that day i then file a feedback form. They are right AT&T is by market and if the rate center carrying the number is not in that market it cannot be added to the bill. However there is absolutely NO fee if it is a porting issue to change the number to a local area code. I am sorry you got a non empathetic idiot.
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We're allowed waiving upgrade fee's..?
I always make them go to the POS if they were promised that by a store rep - due to mycsp saying we cannot waive it.
ID: myc_bil_bii_fnc_98497
or just do a search on activation fee's.
I always make them go to the POS if they were promised that by a store rep - due to mycsp saying we cannot waive it.
ID: myc_bil_bii_fnc_98497
or just do a search on activation fee's.
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You are allowed to do it within the customer rules thing but I always file feedback forms on agents that tell them to call into CCARE more than 95% of the time they have their card, number etc right there with their bill sometimes i have them fax the CSS that has the activation crossed out its kind of sad. I just credit it to avoid a repeat call.
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One thing to remember on upgrade fees. I cannot remember the last time pos.com II did not say there was a waived activation yet on every single one of those customers the CSS shows the fee.
We have no choice but to cross it out.
We have no choice but to cross it out.
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Why is it that agents dont submit the credit form or go in and credit it themselves then? It causes a call to CCARE about a billing discrepancy most reps send them back to the store I just credit and send a feedback form. I know it gets busy but still it isnt meeting the commitment to the customer.
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Because we can't do the credit ourselves and have no form to submit. Our only course of action is call customer care or get our RAE to do it.
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OH, I WISH we had a form to fill out. There isn't one in CSP for dealers/agents and, I don't know about the rest of you, but our RAE takes weeks to get anything processed, and that's if you're lucky. Most of the time, he pretends he either never got our email request or says it went to his spam filter and he didn't know about it.
Unfortunately, calling Customer Care for any types of credits is a necessity, whether or not it was an error on your store's part or on the part of another retailer/CORE location.
Unfortunately, calling Customer Care for any types of credits is a necessity, whether or not it was an error on your store's part or on the part of another retailer/CORE location.
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Its not policy and reps can tell you no. I would let a CCARE manager know about your RAE not doing their job.
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also understand that there are customers out there that will call and claim that an agent may have promised various things when in reality, the agent did no such thing...Granted, i'd say thats more the exception, not the norm; however, it's only fair to give the agent the benefit of doubt; kinda like innocent untill proven guilty ;)
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I credit it sometimes, but it pisses me off when a cst. calls in and they said "there was a promotion at the store today, the store rep told me if I add another line, or if I port my number, then my activation fee will be waived...." And my other favorite, that store reps say that the cst told them, well the guy at the store said that "ive been a cst for 2yrs and you should get the fee waived." For me if it doesnt say so in ECPV, I dnt waive it, and also, as us BEUC reps knw when we get coaching, theres that credit amount....mines got too high, bc of ppl calling in bc they upgraded two lines, and activated 3 and was told it would b waived. Half the time if the cst puts up an arguement, they might hang up and call back, and I dnt want a repea...
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Wow,
Mix in a paragraph or two ok?
I am sure we all feel for you BUT speaking with a few people does not equal the overall attitude of a company.
Good luck.
Mix in a paragraph or two ok?
I am sure we all feel for you BUT speaking with a few people does not equal the overall attitude of a company.
Good luck.
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Sorry to hear that you had a bad experience. I doubt the minimal contact you had equates to a scientific polling of overall attitude with AT&T. In fact, the sales data and customer service metrics would indicate our retention efforts are second only to Verizon.
Perhaps you should clarify what exactly happened and maybe the issues can be resolved. Otherwise posts such as these can come off as grandstanding and trolling.
Perhaps you should clarify what exactly happened and maybe the issues can be resolved. Otherwise posts such as these can come off as grandstanding and trolling.
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I already did above, I was the person who was unable to use paragraphs.. Sorry if it came off as trolling or grandstanding. Not my intention.
On a side note as it may not seem like scientific evidence. There was five different situations all handled incorrectly, over three states twice over call centers, even the website incorrectly said my number would port. That is as good of a sample as one person can really get. Like I said the point of writing the original sentence was not to complain it's just to help.
On a side note as it may not seem like scientific evidence. There was five different situations all handled incorrectly, over three states twice over call centers, even the website incorrectly said my number would port. That is as good of a sample as one person can really get. Like I said the point of writing the original sentence was not to complain it's just to help.
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I don't agree that there were five situations handled incorrectly. They may not have been to your liking but that does not mean it was incorrect.
It sounds like you took your assumptions of how things work at AT&T with how they did at Sprint. You are also assuming much of what happened with your parents. You were not there in person were you? Furthermore it sounds like they helped you with something that frankly your parents should have handled.
Oh and on a side note, I have sold hundreds of "advanced" devices to people who have the belief it is too complicated. We just had a thread about how simple the Curve can be with the settings. I don't think your parents would appreciate you making them out to be idiots.
It sounds like you took your assumptions of how things work at AT&T with how they did at Sprint. You are also assuming much of what happened with your parents. You were not there in person were you? Furthermore it sounds like they helped you with something that frankly your parents should have handled.
Oh and on a side note, I have sold hundreds of "advanced" devices to people who have the belief it is too complicated. We just had a thread about how simple the Curve can be with the settings. I don't think your parents would appreciate you making them out to be idiots.
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Oh and one more thing...
People should stop buying online and expecting there to be zero issues.
People should stop buying online and expecting there to be zero issues.
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AMEN! There isnt a day that goes by that i dont get someone that meant to upgrade that started a new line of service because they didnt sign into their account....
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Unfortunately people buy online more and more because of offers like the one I encountered today:
Two new lines, post paid, coming from Verizon to a new 1400 min family plan. All was going smooth as we talked until they pulled out a sheet the had printed from the AT&T website. Some sort of "port package" where they were offered two Sony w350s for free as well as two bluetooth headsets for free.
That would be about $300 additional discounts on top of what I normally offer. Obviously, that's not gonna happen.
Of course they chose to get their phones online since I would not give them everything for free. And of course I will probably see them in here in a week trying to get their headsets paired up with their phones. 👀
Two new lines, post paid, coming from Verizon to a new 1400 min family plan. All was going smooth as we talked until they pulled out a sheet the had printed from the AT&T website. Some sort of "port package" where they were offered two Sony w350s for free as well as two bluetooth headsets for free.
That would be about $300 additional discounts on top of what I normally offer. Obviously, that's not gonna happen.
Of course they chose to get their phones online since I would not give them everything for free. And of course I will probably see them in here in a week trying to get their headsets paired up with their phones. 👀
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Why isn't it going to happen?
I would do that deal all day long to get 2 new lines. As long as they got at least a couple features it would even be profitable. Customers signs an agreement (I made one for our store, completely legal) that says they will have their CC charged if they don't give us the two $50 rebate cards. Considering the price for CLA and cases online they still can get a better deal in store and walk out with working phones and a store/rep who is vested in their satisfaction.
I would do that deal all day long to get 2 new lines. As long as they got at least a couple features it would even be profitable. Customers signs an agreement (I made one for our store, completely legal) that says they will have their CC charged if they don't give us the two $50 rebate cards. Considering the price for CLA and cases online they still can get a better deal in store and walk out with working phones and a store/rep who is vested in their satisfaction.
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This issue really has nothing to do with buying the phone online, if you read my situation the website not porting over my number really wasnt the big issue, it was just one of the flaws I had that added to things.
I'll Paraphrase for you because I can tell it is tough for you to read the entire post I had without it being in proper formatting.
1) The associate did not really do there job by finding the right phone for more my parents. (Who are not idiots.. they just dont use the internet,or text.)
2) Your In store representative told me to port my number online which lost my phone number.
3) Thye wouldnt change the area code of the number they gave me without a 25 dollar fee.
4) Eveything that was supposed to be free for a month was ...
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I'll Paraphrase for you because I can tell it is tough for you to read the entire post I had without it being in proper formatting.
1) The associate did not really do there job by finding the right phone for more my parents. (Who are not idiots.. they just dont use the internet,or text.)
2) Your In store representative told me to port my number online which lost my phone number.
3) Thye wouldnt change the area code of the number they gave me without a 25 dollar fee.
4) Eveything that was supposed to be free for a month was ...
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Ok: So why didnt you take the phones back within the first 30 days? If you were not satisfied I would have gone for the Pantech Breeze. Did you see the paperwork that was given to your parents? Was it stated on the paperwork it would be free internet and no activation? If it did why didnt you go back to the store? Yes I wont deny we have rude people that work with us but hey they are union and protected. The ghost line was a reserved number possibly done while doing an add a line inquiry...it should never have been charged on the bill.....
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1) You weren't there so you have no clue what they were sold. Stop treating your parents like idiots. They are adults.
2) The in store rep could not handle it because it was out of market and told you the right thing. Most all agents cannot do out of market.
3) You wanted a new number, there is a fee.
4) You contradicted yourself. Was it supposed to be free or were they supposed to go home and cancel the features. You don't even know. Auhtorized USER is just that, a USER.
5) All things considered I am starting to be curious if your insistance on knowing everything might have contributed to this. They should never be rude BUT...
6) This is fraud, call the police.
2) The in store rep could not handle it because it was out of market and told you the right thing. Most all agents cannot do out of market.
3) You wanted a new number, there is a fee.
4) You contradicted yourself. Was it supposed to be free or were they supposed to go home and cancel the features. You don't even know. Auhtorized USER is just that, a USER.
5) All things considered I am starting to be curious if your insistance on knowing everything might have contributed to this. They should never be rude BUT...
6) This is fraud, call the police.
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I suppose different agents have different ways of doing things is all. I have a district manager I must answer to when discounting items. I also do not have the option to draw up special contracts giving us access to their rebate cards.
These particular customers were interested in getting the most they could get with the least ongoing expense. They were not going to load up on features or accessories. They wanted to walk out with two phones and two bluetooth headsets only, and pay absolutely nothing for them.
There are some times when we simply cannot match an online offer without taking a significant loss on the sale. In such cases, I must defer to the judgement of the district manager.
These particular customers were interested in getting the most they could get with the least ongoing expense. They were not going to load up on features or accessories. They wanted to walk out with two phones and two bluetooth headsets only, and pay absolutely nothing for them.
There are some times when we simply cannot match an online offer without taking a significant loss on the sale. In such cases, I must defer to the judgement of the district manager.
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I dont know what the hell you guys are talking bout, but i been with at&t for a year, and they been helpful and took care of my problems. I heard bad stuff about them, but when i went to them they took care of business!!
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i really sorry. but i guess what we are trying to say is that att as well as your parents and you do need to take some responsiblity. such as reading terms and conditions. or checking online. if you get a bad rep, im very sorry. but we have several great cs reps. just a luck of the draw
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Just several. We should have thousands of great CS reps. Honestly. I work in a authorized location and always have to prove myself to customers. Some things here were done wrong and were not following customer rules.
1. the intial rep did give your parents a great deal on the phones, while also giving them the full experience of the devices. What I assume he did wrong was not showing htem how to use anything. then again if your parents didn't understand the devices before they left, that is their own fault. Everyone needs to take responsibility.
2. We are the only provider that does not allow cross market numbers on the same account. Not every rep know this unless they heave dealt with it. Really ATT's bad for not have a better c...
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1. the intial rep did give your parents a great deal on the phones, while also giving them the full experience of the devices. What I assume he did wrong was not showing htem how to use anything. then again if your parents didn't understand the devices before they left, that is their own fault. Everyone needs to take responsibility.
2. We are the only provider that does not allow cross market numbers on the same account. Not every rep know this unless they heave dealt with it. Really ATT's bad for not have a better c...
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I agree with you. At&t tries to practice one call resolution when I call in but it never happens. My parents have them, and I have to call to deal with issues on their phones since their not tech savey. They don't give you **** towards upgrades, and don't have good deals on phones most of the time. Their Customer Service is much like their old companies service which is probably why its going down hill so fast. Screw At&t. Go T-mobile!
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Part of the problem is that Customer Care doesnt have the same pricing as CLM, Retention, and online pricing. CCARE is not sales so its hard to tell someone why the prices are different.
FCR from a company standpoint and quality is different from the Customers perspective. There are some customers that just love to call in all day long to ask questions and then there are some that call once and you never hear from them again.
FCR from a company standpoint and quality is different from the Customers perspective. There are some customers that just love to call in all day long to ask questions and then there are some that call once and you never hear from them again.
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Pricing is fine right now. You must have no idea how large the subsidies are on phones. To give you a $200 subsidy on a $10 add a line would not make at&t any money. Thats why they offer bigger discounts to larger plans.
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It appears to me a lot of people trying to make it the customers fault. Granted the customer made mistakes, however everyone is forgetting one thing, the customer is the number one priority. If the customer is not happy he is going to go else where. I have been with several companies and they all have problems so I am not saying one is worse than the other.
What whahappened is trying to convey to you is that poor customer service equals a poor opinion of your company. When dealing with the public you need to remember treat the customer the way you want to be treated. If you come at them with attitude, you are going to get attitude.
What whahappened is trying to convey to you is that poor customer service equals a poor opinion of your company. When dealing with the public you need to remember treat the customer the way you want to be treated. If you come at them with attitude, you are going to get attitude.
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The number one responsibility of a corporation is to its shareholders not its customers. Now with that said there are better ways than others to get a profit and giving everything away for free isn't one of them but retention does help.
Also, I agree whole heartedly with treating customers well. You don't need to convey anything to me on how I should be treating my customers, I am good at my job.
Also, I agree whole heartedly with treating customers well. You don't need to convey anything to me on how I should be treating my customers, I am good at my job.
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The original poster was not the original account holder nor the original purchaser. He tried to do some things that authorized users cannot do (read CSP, authorized users CANNOT add lines to an account).
Based on everything he had said there are significant contradictions which cause him to lack credibiltiy. The cause of his issues may not be due to policies on sales but policies on access. I get people every day who are mad they cannot access their spouses account, etc. even in this day and age of identity theft. They don't listen to why and my guess is that this guy didn't either. When you make statements here like "I know that is not your policy" when you don't even work for AT&T what do you imagine he said to the care rep that "s...
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Based on everything he had said there are significant contradictions which cause him to lack credibiltiy. The cause of his issues may not be due to policies on sales but policies on access. I get people every day who are mad they cannot access their spouses account, etc. even in this day and age of identity theft. They don't listen to why and my guess is that this guy didn't either. When you make statements here like "I know that is not your policy" when you don't even work for AT&T what do you imagine he said to the care rep that "s...
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I really was not going to reply to this post agin but after reading this I really have no choice...
I am guessing you get jollies off of being able to say to customers what you cant say to there face, and thats fine.
End of story, my parents are ederly I am sorry that I have to help them out with things of this nature. There is a reason any company allows people to be put on as authorized users, my complaint has absolutely nothing to do with my abilty or inability to do things on the account. Not one representive had a problem with me doing anything on the account, every single rep I talked to treated me the same as if it was my account and allowed me to make any changes I wished to make.
Once again the point of this was not ...
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I am guessing you get jollies off of being able to say to customers what you cant say to there face, and thats fine.
End of story, my parents are ederly I am sorry that I have to help them out with things of this nature. There is a reason any company allows people to be put on as authorized users, my complaint has absolutely nothing to do with my abilty or inability to do things on the account. Not one representive had a problem with me doing anything on the account, every single rep I talked to treated me the same as if it was my account and allowed me to make any changes I wished to make.
Once again the point of this was not ...
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Ramblings indeed...
First off, I post on here for all to see who I am and where my stores that I own are located. Feel free to email me or call me, I do not hide behind the computer.
Second, I have sold so many smartphones to "older" folks because I respect their ability to learn and I have the heart of a teacher. You still do not give your parents the credit for being able to learn. Do they have some mental deficiency that you have decided to not share. I understand if you choose to do that but not selling them a smartphone because they are "older" is inexcusable. You rip the rep who helped them because he likely gave them the same credit for being intelligent senior citizens. You weren't there and we have a return policy for th...
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First off, I post on here for all to see who I am and where my stores that I own are located. Feel free to email me or call me, I do not hide behind the computer.
Second, I have sold so many smartphones to "older" folks because I respect their ability to learn and I have the heart of a teacher. You still do not give your parents the credit for being able to learn. Do they have some mental deficiency that you have decided to not share. I understand if you choose to do that but not selling them a smartphone because they are "older" is inexcusable. You rip the rep who helped them because he likely gave them the same credit for being intelligent senior citizens. You weren't there and we have a return policy for th...
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Tex,
I must say that I think what we need is an explanation of what an authorized customer can do. I do know that adding lines or porting is not one of them. Any other ones that you would like to add? I have read the whole post and think that the only thing the reps did was to convey to him he could do whatever he wanted because he is an authorized user.
I must say that I think what we need is an explanation of what an authorized customer can do. I do know that adding lines or porting is not one of them. Any other ones that you would like to add? I have read the whole post and think that the only thing the reps did was to convey to him he could do whatever he wanted because he is an authorized user.
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There are two items that apply to one's ability to access the account. One is Power of Attorney Policy, the other is the Account Access Policy. This second policy deals with the Customer Proprietary Network Information (CPNI) and the rules that the FCC and Congress put into place to protect a customer's information.
When it comes to these two items nothing can override the policy. Not customers rules, not anything. These are FEDERAL LAWS designed to protect the account holder. Now does everyone follow these rules? No. I guarantee everyone that works directly for AT&T knows about them. There was a learning edge course specifically on these rules that corporate employees must take as part of new hire training and when it was rolled ...
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When it comes to these two items nothing can override the policy. Not customers rules, not anything. These are FEDERAL LAWS designed to protect the account holder. Now does everyone follow these rules? No. I guarantee everyone that works directly for AT&T knows about them. There was a learning edge course specifically on these rules that corporate employees must take as part of new hire training and when it was rolled ...
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Amen.
At my store we verify all customers and let them know of the change. Online sales just shouldn't allow add a lines due to fraud. This guy shouldn't have been able to even talk about adding a line since it isn't his account. A greedy account rep allowed him to believe that he could port a number and change features on the account. I really get torked when i read these posts where the poster did no wrong and it is the corporation or the customer service levels. He was still trying to do something he shouldn't have and it failed.
At my store we verify all customers and let them know of the change. Online sales just shouldn't allow add a lines due to fraud. This guy shouldn't have been able to even talk about adding a line since it isn't his account. A greedy account rep allowed him to believe that he could port a number and change features on the account. I really get torked when i read these posts where the poster did no wrong and it is the corporation or the customer service levels. He was still trying to do something he shouldn't have and it failed.
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Going down hill? Every major news publication including the Wall Street Journal report that AT&T and Verizon are the only ones taking market share now. Their churn is second lowest and dropping FASTER than anyone else.
Care to revise your bull ****?
Care to revise your bull ****?
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whahappened said:...
I have recently switched to AT&T, and I have very quickly noticed their customer service is absolutely the worst I have seen. What makes this even more peculiar for me is that I was a Sprint Store Manager for nearly three years. Sprint has always been known (rightfully) for having bad customer service, but what I have seen since day one with AT&T is just absolutely astonishing. I am very worried for this company. I believe you are heading in the same direction Sprint at one time. It seems identical to what Sprint was two to three years ago, which was all the reasons Sprint was driven into the ground. I believe the company as a whole has a very egocentric feeling, in that your company is on top of the wo
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