New Member
•
18 Messages
How do we reach someone adequately trained to actually HELP us at Customer Support??
SO TIRED of calling AT&T and 3 out of 4 times getting someone obviously not trained for that department, or so ''outsourced' that they very literally do not understand what I am asking asking because they barely understand or speak English.
HOW do I get someone COMPETENT to help!?
This last call was a simple question about Our data usage/renewal dates.
It took 26 minutes to get this person to even ASK how they could help me today- they spent ALL that time figuring out how to verify my identity!
By the time they understood what I wanted- and figured out how to find the info-I'd been on the phone with them for over 38 minutes and she had asked me THREE TIMES how she could help me- and EACH TIME just sat there making exasperated noises while trying to figure out what to do.
The 3rd time, I asked to speak to a supervisor-- and she AGAIN acted confused like she did not understand what I was asking until I explained slowly TWICE that it had been over half an hour, this is my business phone, and I do not have time to keep answering the same questions over and over. I had to ask her twice.
She put me on hold for another 8 minutes-- finally came back and said 'your data has been restored before today. Have you power cycled your devices ? They must be power cycled to renew your service'.
WHAT??
OK- yeah-- this is kind of what I was asking about- but she refused to get a supervisor, and I had an appointment in 15 minutes... so I gave up and said thank you, have a nice afternoon, and that was that.
This is my business line, I wasn't rude, did not raise my voice... but this is ridiculous!
Almost EVERY time I call!? Do I have to start charging AT&T or wasting my time during business hours?
WHAT do I have to do to reach someone that speaks decent English and is actually trained to do this job!?
Accepted Solution
formerlyknownas
ACE - Sage
•
113.5K Messages
5 months ago
@MissDeb63
This last call was a simple question about Our data usage/renewal dates.
This is why I'm usually more blunt.
You are calling AT&t for information that is already available to you without having to call and wait on hold and get someone who doesn't speak English well enough. Because that information is in your online account.
Login and read it
There's a whole lot of other information in your online account. But if you want to waste your time, continue to do the same thing that you're complaining doesn't work well and aggravates you, your choice.
You can also do a Google search for just about anything and stick 'AT&t' at the beginning of the sentence and the search will result in some sort of support article which can direct you to an answer
0
Lockdowncraziness
Former Employee
•
2.2K Messages
5 months ago
Pretty much anything you need can be done online. Try that.
0
0
MissDeb63
New Member
•
18 Messages
5 months ago
Where? There is no available online chat at this time. Hasn't been for a while-- always says to ''Call our Support Team'...
0
0
Lockdowncraziness
Former Employee
•
2.2K Messages
5 months ago
I’m not taking about chat. I am talking about the app, where you handle your own stuff.
0
skeeterintexas
ACE - Expert
•
26.8K Messages
5 months ago
What EXACTLY is your question?
0
Constructive
Former Employee
•
32.9K Messages
5 months ago
That was a lot of text with zero information to the actual issue
0
formerlyknownas
ACE - Sage
•
113.5K Messages
5 months ago
This information is in your online account.
Postpaid:
If you have a limited data plan your data plan renews on the same day every month. If you need don't know how much data you have used in order to budget your usage, that also is in your online account. However your phone has a more accurate count of how much data it has used. If you have an Android phone you can set it to count data usage by your bill cycle. iPhones need to be reset at the beginning of each new bill cycle.
Prepaid:
Prepaid is a 30-day refill cycle. There is no bill. Your usage is published in the online account and is only available for 6 months.
If records for your phone usage is required for tax reasons or business reimbursement, please make a note to print your records twice a year.
It's a good idea to get to know your online account so that you can access information without having to call or chat. It also be surprised how much is available with a simple Google search. AT&t's website is probably the easiest and most searchable website compared to the other two major carriers.
Something like how do I view my AT&T usage reports would probably get you a support article for that.
0
0
MissDeb63
New Member
•
18 Messages
5 months ago
No one here actually READ my Question-- it was about HOW to contact a UALIFIED rep at AT&T instead of always reaching people not trained for the job or who do not understand/speak English well enough to understand the reason you are calling.
And I use a PC-- not a phone ap.
0
0
JefferMC
ACE - Expert
•
33.5K Messages
5 months ago
https://att.com The point is that self help is better than the CSRs. Major corporations seem to think of customer service as nothing but a hole they pour money down without caring about the value of loyal customers who feel taken care of. There is no magic phone number for you to call. If your issue is severe enough to lodge a formal complaint, then there are processes for that.
0
my thoughts
Former Employee
•
21.5K Messages
5 months ago
I am confused … you post in the WIRELESS forum which is for cellular service
you refer to “this is my business phone” and “This is my business line, I wasn't rude, did not raise my voice... but this is ridiculous!”
then when offered to view your account online you state “ I use a PC-- not a phone ap”
The number for hardwired internet is 800-288-2020 as well as have an online account you can access
https://www.att.com/log-in/
0
0