Without having to go into my entire job fuction I'll start by saying the main thing our bosses preach is customer service.....I know laugh.
Just recently they've come to the conclusion that when orders come though w/ certain errors on them, instead of correcting the orders to get the customer their dsl service, they've decided that since it has these certain error messages its an automatic cancel. This all while WE KNOW HOW TO FIX THE ERRORS and the customers DO QUALIFY FOR SERVICE. WTF kind of customer service is that?
Sometimes I wish I could find out what the hell the higher up's in the company are thinking.
I wonder about telecommunication companies sometimes. It seriously seems like they don't want my money.
For instance i'm looking to purchase Charter cable/internet in the house I just moved into. But the guy that had the place previously had charter basic cable. That's being disconnected on the 5th.
So I talk to a charter rep online and they tell me the person on the leasing agreement has to go to a charter office and show them a lease agreement with his/her name on it to verify someone new is living in the house. That's a big pain in the butt, but I guess I can understand that being neccessary. They're putting all the work on the customer, but oh well. So I check their site to get office locations and find the closest one. Only they don't show office hours on the site. I decide to call the number for the office, which goes to a support line that requires an account number.
Genius! If it takes more than 3 hours of work to get a product i'm about to spend $100 a month for, i'm almost not sure it's worth it.
AT&T sucks. I'm about to dump them from my business. They have this automated repair scheduling service that is supposed to work via phone or Internet. I have tried to book an appt 6 times over 6 months. They never call. They never show.
cardinalkarp wrote: Just recently they've come to the conclusion that when orders come though w/ certain errors on them, instead of correcting the orders to get the customer their dsl service, they've decided that since it has these certain error messages its an automatic cancel. This all while WE KNOW HOW TO FIX THE ERRORS and the customers DO QUALIFY FOR SERVICE. WTF kind of customer service is that?.
Easy. They know they are not hurting for service. Everyone in America knows the name AT&T. *shrugs*. It sucks, but big names can do that.
It's a prevalent (yet foolish) idea in today's business to seek out the perfect assumed technology savvy assumed more intelligent person than the average person who just wants internet. Sad, but true.
I recently received an email from AT&T stating that I'll soon be able to drop the phone service and keep the DSL. I literally have a 20 year-old phone plugged in with the volume down all the way...I just want the DSL. My internet has only gone down for a few minutes while I was on. It's been alright.
Tambourine Man wrote:I recently received an email from AT&T stating that I'll soon be able to drop the phone service and keep the DSL. I literally have a 20 year-old phone plugged in with the volume down all the way...I just want the DSL. My internet has only gone down for a few minutes while I was on. It's been alright.
Fare warning, be careful when you do that though. When you order a dsl line w/o tele srvc (its called a dry loop) you're basically disconnecting your service to reconnect it again. Criteria has changed since you last ordered dsl and there is always a possibility that you now wouldn't qualify for service. I'm not saying that's what WILL happen but there is always that possibility. Not to mention you could be one of the poor people who actually DOES qualify but AT&T has come up w/ this genius idea I described in my original post.
HJ, that automated crap NEVER works. Here's the number for small business repair (I'm assuming that's what your line is for) in your area, 1-800-727-2273. If that doesn't work let me know.
