| AT&T : Hi, I’m AT&T’s automated virtual assistant. How can I help you today? |
|
Me : Received wrong router
|
| AT&T :
|
| AT&T :
You'll find more details on this page.
|
|
Me : Not the correct details
|
AT&T :
OK, let’s get your bill question answered! What are you trying to do today?
|
|
Me : Need technical Support
|
| AT&T :
Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
|
|
Me : Need tech support
|
| AT&T :
Let me get you to a specialist. Please tell us your first name.
|
|
Me : Keith
|
| AT&T :
Thank you. You will now be connected to a specialist for account support.
|
| Marshal : (Edited per community guidelines)o, a very pleasant day here in AT&T! My name is Marshal, your specialist today and I'll be happy to help you today. |
| Marshal : Keith, sorry to hear that you have received the wrong receiver. |
| Marshal : Let me go ahead and see what best I can do from my end. |
|
Me : Thank you so much. There was an order put in for a new router or updated router. I had asked the last two techs what i would be receiving and I was told two different things
|
|
Me : I actually had printed out our conversations
|
| Marshal : I completely understand that not to worry i will check the information for you. |
|
Me : Harrison and Ester is who i spoke with online
|
| Marshal : Thank you for letting me know that. |
|
Me : np
|
| Marshal :Alright, let me get your account pulled up. Please stay connected. |
|
Me : ok passcode xxxx
|
| Marshal : Thank you for confirming that. |
| Marshal : While I retrieve the details, I hope you and your loved ones are all safe and healthy during the Covid-19 pandemic. |
|
Me : Yes we are staying safe as safe can be
|
| Marshal : That is great to hear. |
| Marshal : Equipment Type-Universal RG is what you have ordered, is that correct ? |
|
Me : I was told that i wouldnt get the BGW210-700 and I would get the latest model modem
|
|
Me : the BGWxxx or xxx something like that
|
|
Me : I received the BGWxxx from fedex the today
|
| Marshal : You already received the equipment today , Thank you for the information. |
|
Me : yes
|
| Marshal : Keith the account is in the name of Lorri, is that correct ? |
|
Me : Yes, that is my wife
|
|
Me : Lorri Manns
|
| Marshal : Perfect |
| Marshal : I want to involve my technical team now |
| Marshal : Kindly stay connected. |
|
Me : Sure thanks
|
| Marshal : Thank you. |
| Patty : (Edited per community guidelines)o! My name is Patty. I'm happy to help! Give me a moment to review your request. |
|
Me : ok ty
|
| Patty : You're welcome. |
| Patty : Thank you for waiting. |
|
Me : np
|
| Patty : I understand that you are referring to new model modem, am I correct? |
|
Me : Yes
|
| Patty : Thank you. |
|
Me : I have the Bxxx which has been outdated for years
|
| Patty : Thanks for the info! |
|
Me : It was giving me problems for months which is why i had contacted the desk
|
| Patty : I am sorry to know that. |
| Patty : Please help me with the best phone number. |
|
Me : 4053614250
|
| Patty : Thanks for the info! |
|
Me : np
|
| Patty : Thank you for waiting. |
| Patty : I am still working on your request. |
|
Me : np
|
| Patty : ::) |
| Patty : May I know that when did you receive the new modem? |
|
Me : Just today. They dropped it off about 15 minutes ago
|
| Patty : Thanks for the info! |
|
Me : Np
|
| Patty : I am checking that form my end. |
| Patty : REst assured. |
|
Me : No worries
|
| Patty : :) |
|
Me : If it helps i spoke to a Harrison and Ester on this issue
|
|
Me : I spoke to Harrison on the 14th and Ester today
|
| Patty : Thanks for the info! |
|
Me : yw
|
| Patty : :) |
| Patty : Thank you for waiting. |
| Patty : I will go ahead and place order for new model modem for you at no cost. |
| Patty : I apologize for the inconvenience caused. |
|
Me : No problem at all. I know that if could contact some one on the issue, that it could get fixed.
|
|
Me : So when the new one gets in ill be sending back both of the old ones correct?
|
| Patty : Yes, please send back the old modem to UPS or FedEx stores. |
|
Me : Including the one that arrived today correct?
|
| Patty : No special packaging is required, FedEX/UPS will package the device.Advise the UPS representative that you're returning an AT&T Modem. |
| Patty : Yes :) |
|
Me : Awesome!!! I will
|
|
Me : So just to make sure which newer model will they be sending out?
|
| Patty : BGW210-700 this is the new version gateway which I am sending right now for you. |
|
Me : Please dont, that is the one i have that was messing up.
|
|
Me : Is this the only modem you guys have? That modem is old and has been around since xxxx and the last firmware update was xxxx
|
| Patty : I am sorry to know that. |
|
Me : Is there not something newer than that?
|
| Patty : This is the updated one which I am sending for you with new features -xxx |
|
Me : Does ATT still carry just plan modems and not modem combos? If so I would rather have that instead
|
| Patty : This is the modem combos which you are referring to. |
|
Me : I yes i have that one, its the one i been having trouble with
|
| Patty : Please do not worry. |
|
Me : Im looking for something newer than that one or just a plan modem that doesnt have wifi built in
|
| Patty : I am sending the new version modem for you, I have checked that form my end just now. |
| Patty : NVGxxx is the modem which I am sending for you right now. |
|
Me : Thank you so much
|
| Patty : You're welcome. |
| Patty : Here is the Order ID: 6008024221A |
|
Me : I really do appreciate your help and sorry about any confusion.
|
|
Me : Just wanted to make sure that i got the upgrade needed. And this is still at no cost correct?
|
| Patty : I have placed order for new modem at no cost, you can install it once you get that modem, that will be activated by the end of the day one you install modem. |
| Patty : Yes :) |
| Patty : To recap, you have contacted us regarding modem, I resolved that by replacing the new version modem at no cost. Is there anything else I can assist you with? |
|
Me : Ok thank you so much, no everything is handled
|
| Patty : Thanks so much! |
| Patty : Please stay safe and healthy!! |
| Patty : Thank you for choosing AT&T. We appreciate your business. |
Taajan
New Member
•
2 Messages
3 years ago
And even the replacement router is giving me problems!!!
0
0