Stupid Customer Support representative

[SuperGroove]

There was a stupid customer thread, so i thought there should be one of these.

I have been a AT&T@HOME user for the past year now and was quite content with it in the beginning. Recently I've had to call AT&T@HOME's CS line on numerous occassions to report connection problems as well as mail problems.

Me: Hi I was wondering why I am just now starting to receive mail dated December 7th. My lawyers have sent me numerous important documents and I've not received any. Are there any problems with the server?

Them: No, it's the sender's fault.

Me: Well they've sent documents to me before and I've asked them to re-send the e-mail

Them: It's not our fault, try checking with your lawyers again

Me: I've already told you...I've asked them to resend everything...we've confirmed e-mail address, so I know there's no problem.

Them: Sorry, it's not out fault

Me: I've not received any of my statements online

Them: Let me transfer you to a tier 2 tech

Them: Sorry all our representatives are busy...please stay on the line for the next available customer support representative *click*


After this conversation, I received an e-mail basically stating that because of the length and the human resources dedicated to my call, they will begin to charge me for every next call that goes to a tier 2 tech.

I work with customers too...but CSRs are sometimes so stubborn and ignorant.


AT&T@HOME SUCKS!!! but oh how I love the speed when it works.

 

[Viper GTS]

I could tell a few stupid CSR stories...

Like one of our techs who recommended a customer replace components in their computer because the customer had repeated trouble with receiving duplicate e-mails (some dummy was hitting send twice, or they had them on two mailing lists & was getting sent twice).

Viper GTS

 

[bigd480]

sometimes stubborn and ignorant? I thought it was a prerequisite?

SprintPCS has terriible support, buy.com's is pretty good, Southwestern Bell is horrible, as is their DSL service...

Walmart CSRs are really friendly, though last time when I was getting some info one of them said "X, as in Zebra, I mean....... Xena..."

 

[RevVveD]

I will agree with you on both parts....

<AT&amp;T@HOME SUCKS!!! but oh how I love the speed when it works.>

IT DOES SUCk.. but the speed is nice.. right now they cut me off for &quot;non - payment&quot;.. umm, i told them i wouldn't pay 80.00 for two months of service when the modem was only connected and running 5 days for all of dec and jan because of their problems...

And they tell me that the 40 a month I pay is 'for equipment rental'..... ummm, so the service is free? So how come they credit me all the time when my service goes down for a week?

i figure i call at&amp;t @home cs about once a week with problems....

unfortunately dsl around here runs about 80 a month just for a 256k connection... 🙁

Oh well..

I guess I will live.. however if anyone see's a news story about the at&amp;t @home headquarters blowing up, IT WON'T BE ME!! and umm, You couldn't prove it anyways.. I would destroy all the evidence...