Fun With AT&T-Or-Might be time to sell AT&T stock

[Cudedog]

Forum Sisters:

This is an actual, continuing, "Chat" transcript that I conducted with several AT&T "service" representatives this morning, February 3. Three + hours out of my life that I will never get back. Oh well.

Read it and weep. Or laugh. Your choice.

In re-reading it, it seems to me likely that I never was typing at an actual person, but rather at some kind of Chat Robot (there are such programs). I tried Chat because, after making three telephone calls to AT&T, spending about an hour and a half total "on hold" I could never get anyone on the line that spoke English well enough for me to be able to understand what they were saying.

I am now on a call with ComCast, looking for a new Internet Service Provider.

Who is yours? (looking for suggestions).

Thank you.

Anne

_____________________________________________________

AT&T: Hello and welcome to AT&T! I'd be happy to assist you in setting up services. To get started, can you please provide me with your name & the complete address where you would like to connect service?

Kyle:Hello and thank you for visiting att.com today! How may I help you?

Me: I have been on the telephone with ATT for the last hour on hold.

Me: I give up on the phone call! Need a simple answer to a simple question.

Me: My current service is 12 mbs. How much to upgrade to the next tier, and what is the speed of the next tier?

Kyle: I completely understand how you feel right now and we do sincerely apologize.

Me: I don't give a rat about apologies. I NEED INFORMATION.

Kyle: I can help you with pointing you in the right direction to make changes to your existing service.

Me: Can you answer my question, or not?

Kyle: I understand you’d like to know the price if you were to upgrade your service and I would love to help, however our group specializes in orders for new TV, Internet, and Home Phone service. I’m happy to connect you to the correct department that can assist further. Do you have any additional questions before I go ahead and connect you?

Me: I DON'T WANT TO MAKE CHANGES TO MY EXISTING SERVICE. ****I WANT INFORMATION******

Kyle: Thank you for chatting with us today! I’ll go ahead and transfer you now.

Kyle has left the chat

You are being transferred, please hold...

Agent Vince D enters chat

Vince D: I see that you were just chatting with someone else. Would you mind if I took just a moment to review your previous chat transcript so I will know how to assist you?

Me: My current service, after being with ATT for 6+ years, is 12 mbs for a fast $60/mo. What is the cost of the next tier up, and what is the speed?

Vince D: I can help you with checking on your account with the cost and package available upgrading internet service.

Me: I see from looking around the web that the fee for my current level of service should be in the $20/month range. Instead, the cost is 3x that.

Vince D: I see. I will be needing to pull up your account to get started. May I have your U-verse billing account number please? It’s a 9 digit number that often starts with a “1”.

Me: xxxxxxxxxx

Vince D: Great! Thank you for providing your account number. Now I just need the 4 digit passcode on your account, please.

Me: xxxx

Vince D: Thank you so much for providing all of the security information, the account has been authenticated.

Vince D: While we are chatting, let me make sure your account information is up to date.

Vince D: Is xxx-xxx-xxxx, a good contact number so we can reach you by phone or text with information about your AT&T services?

Me: Yes. I DO **NOT** WANT TO RECEIVE TEXTS FROM ATT.

Vince D: Sure thing. One moment please, while I take a look at your account.

Me: I have been on either the telephone (on hold) or on the internet with ATT for the last TWO HOURS. I am running out of patience. Please, I need simple answers to a couple of simple questions.

Me: CAN YOU HELP???

Vince D: I completely understand. No worries, I can help you with pointing in the right direction. I will be happy to transfer this chat to a specialist who can assist you. Give me just a moment while I connect you.

Vince D has left the chat

You are being transferred, please hold...

Agent Louis enters chat

Louis: Hello, my name is Louis. How can we assist you today?

Me: My current level of service is 12 mega-bit per second. It is costing me $60.00/month. I see from browsing the internet that this should be costing me in the area of $20/mo. WHAT IS THE NEXT LEVEL OF SERVICE, AND WHAT IS THE COST???

Me: Me: I have been on either the telephone (on hold) or on the internet with ATT for the last TWO HOURS. I am running out of patience. Please, I need simple answers to a couple of simple questions.

Louis: I apologize for the inconvenience caused to you and I can help you with that.

Me: Dear God.

Me: I pray that it is so.

Me: Anytime this year would be great.

Louis: Please allow me a minute while I pull up your account details.

Me: I am retired, I am an old fart, I fear that I might die of old age at this rate before my questions are answered.

Louis: I need to check the internet speed availability on your account, please allow me a minute.

Louis: In the meanwhile may I have a mobile number so that we may reach you via phone or text with information about your AT&T services?

Me: I'm sorry. Can you not read? I did verify my telephone number above, and I did state that I did not wish to receive information by text.

Louis: I am really sorry for that.

Me: Sorry is nice. Information would be better.

Me: MUCH better.

Louis: I am checking that for you.

Me: Thank you.

Louis: You are welcome.

Louis: I can see that on your account there are two orders pending.

Me: [sigh] And, pray tell, what are these "orders"?

Louis: The order is for internet upgrade from 12mbps to 24mbps and there is no price change your monthly bill remains the same $60.00

Me: Interesting. I never requested an upgrade. But that's ok. Why is the fee $60/mo when I find it on the web for $35/mo?

Agent is typing...

Louis: I am really sorry as I am from the U-verse technical support team, we do not have price details for the internet package, if you need the internet package details for that we have our Sales team.

Me: You know. . . I have now been either "on hold" on the telephone with AT&T or on Chat for the last two hours and 15 minutes. And I STILL can't get a straight answer to my questions. Amazing.

Me: I can sign up with ComCast for about half of what it is costing me for ATT "service". Please give me a reason why I should not do that.

Louis: I am really sorry but as I am from the technical support team we do not have the pricing details.

Louis: If you need a lower bill package for that we have our sales team, they will check the best package and provide you the complete information.

Me: Of course not. That would be too easy. Too much like customer "service". Is there a chat person I can discuss pricing details with? I have totally given up trying to get a live body on the telephone.

Louis: Sure, I can get you connected to our Sales team over this chat.

Me: Thank you. Please do so.

Louis: Sure, please stay connected.

Louis has left the chat

You are being transferred, please hold...

Agent Alex D enters chat

Alex D: Hello, my name is Alex D. I'll be happy to assist you.

Alex D: I noticed that you were speaking to another representative. Please bear with me a moment while I review your previous interaction, and I will be happy to assist you further.

Me: I need pricing details. How much for 24 mega bits per second? Your best price. I am an ATT customer of nearly 7 years standing. I am currently paying $60/mo for 12 mbs. I can get 24 mbs from ComCast for $30/mo.

Me: What is your best deal, if you want to retain me as a customer?

Alex D: I understand that pricing is the main concern here. Let me check on that one for you real quick and if you're not satisfied with what I have, I can direct you to a different department who has better options, would that be okay?

Me: I have now been on the telephone "on hold" with ATT, or on chat, for the last 2 1/2 hours. My patience runs thin. ComCast reps are standing by. WHAT CAN YOU DO FOR ME???

Alex D: I understand that. Let me just check on that one for you real quick. May I have your Uverse account number and passcode please?

Me: Scroll up on this chat. I have ALREADY given this information THREE times.

Alex D: I understand that.

Alex D: Please allow me a moment, while I access your account.

Me: How long is a "moment"?

Alex D: Currently checking on your options, xxxx. Please bear with me.

Me: How long is a "moment"?

Alex D: I have checked on what's available here on my end, xxxx and I see here that for the same price as 12mbps, we can get you the 24mbps without adding to the cost.

Me: I can get 24 mbs from ComCast for $30/mo. Can you equal or beat that?

Me: It is interesting that my "service" was never upgraded, nor was I ever informed of this upgrade opportunity.

Alex D: I understand that this has been upsetting, xxxx and I'm sorry. As of the moment, what I have here on my end would be a free upgrade to 24mbps for $60.

Alex D: What I can do though is I can partner you with our Customer Loyalty Department through chat and they would have better options for you to explore.

Me: How very generous of you [sarcasm].

Me: Can this be done through chat?

Me: Yes, please connect me.

Alex D: Yes, I can partner you through them right away to check on your options and I'm sorry about the inconvenience.

Alex D: PLease hold as I get you an agent.

Alex D: Thank you for choosing AT&T. Please hold as I transfer your chat.

Alex D has left the chat

You are being transferred, please hold...

Agent Aubrianna C enters chat

Aubrianna C: Hello, my name is Aubrianna C, and I am with the Customer Loyalty Group with AT&T. I'm happy for the opportunity to assist you. Allow me the time to review the previous chat as a means to better understand and address your concerns.

Me: Please do. I have been typing away on chat for the last hour. My fingers are tired.

Aubrianna C: No worries.

Aubrianna C: I am seeing you are looking into upgrading your speed Xxxx. I would be more than happy to look into this for you.

Me: Let's cut to the chase. 24 mbs. How much? ComCast will give it to me for $30/mo. What is your best deal?

Aubrianna C: I can definitely take a look into that for you.

Aubrianna C: Xxxx, I am doing my best to assist you. Thank you for your patience.

Aubrianna C: I am showing a pending order on the account xxxx. Are you aware of this or is it okay to cancel it?

Me: I want INFORMATION. Please give me INFORMATION. Please DO NOT do anything else.

Me: Allow me to repeat myself: Me: I want INFORMATION. Please give me INFORMATION. Please DO NOT do anything else.

Me: **********WHAT IS YOUR BEST DEAL???*******

Aubrianna C: No problem. I will cancel the pending order so that I can provide you with the information you are looking for.

Me: AARRGGHHH!!! Allow me to repeat myself: I want INFORMATION. Please give me INFORMATION. Please DO NOT do anything else.

Me: Once again: Please *****DO NOT***** do anything else.

Me: **********WHAT IS YOUR BEST DEAL???*******

Aubrianna C: If I am not able to cancel the pending order, I cannot provide the best deal.

Aubrianna C: Are we still connected on this chat?

Me: I'm sorry. I guess my english - my native language - must be deficient in some way. My apologies. Allow me to repeat myself: I am not asking you to "provide the best deal"

Me: I AM ASKING YOU **WHAT THE BEST DEAL IS**

Aubrianna C: With not being able to proprly assist you without canceling the pending order, the best I can provide is that we can get the internet to $60 a month for your 12mbps. I have no option for any discounts because of the pending order and I also do not have access to speed increases.

Me: Well. One hour and forty minutes on chat, and I finally have an answer. Thank you so very very much. Obviously, with such a run-around, ATT does not want my business.

Me: My apologies in being so stupid in not being able to figure this out in the first place.

Me: It certainly would have saved a lot of time.

Aubrianna C: No problem , xxxx. This is the best option I could provide. There may be a better option however, that is something I would need to cancel the pending order for.

Aubrianna C: Is there anything else I can help you with? I'd be glad to assist.

Me: Glad to assist? Obviously, not. ComCast, here I come.

[BirdbyBird]

You hung in there far longer than I would have...... There is a reason I usually drive to the Verizon store when I have questions. I have little patience for run arounds. I like to see faces and look people in the eye.

[Queen]

Same here, I try to go in to the store so they have to lie to my face.

[cnq50b]

Oh, my gosh! That was unreal!

I've never had good luck with AT&T.

Heck they charged our organization over $7000 for one line for 1 month when we switched to another provider because the new service provider neglected to include this line in the cut-over order. The real kicker was we didn't even know this line belonged to us until we received this bill! I persisted in arguing my case since they could easily see this line had never been used & had never been on any of our bills from them. I eventually got someone with common sense who was able to remove it for us.

Years ago when I tried to cancel them as my home long-distance provider, I was on the phone over an hour & finally had to yell into the phone to cancel our service NOW! That was an unreal experience - kind of like what you just experienced - only I was talking to a real person who refused to take my cancelation order.

I've used TimeWarner (now Spectrum) for many, many years. I always get someone I can understand when I call - as a matter of fact, I don't recall ever getting someone who sounds like they are out of the country. Their pricing is usually competitive & they don't require a contract. And when I have had problems, they are extremely prompt in either sending someone out or helping me troubleshoot over the phone.

If don't know if they provide mobile internet services, I've always just used them for my home services.

Good luck. Let us know how this turns out.

[grammynmaggie]

I never talk on the phone when I have questions and I never go on chat I go to a Verizon corporate store not every store that says Verizon Wireless on it is a corporate store and they are an independent contractor so you have to be careful go to an AT&T store next time

[Bethers]

I've had great luck with AT&T on the phone for service. That's sad. But I quit Verizon over much worse, phone and in person, twice.

Good luck with Comcast.

[JudyJB]

Are you looking for mobile internet through cell service? Or home service through a cable?

There was a period when I bought a new phone and Jetpack through Verizon where I jumped from using about 16 gig per month of data to barely managing to stay under 40. They "kindly" doubled my original 20 gig of service to 40 gig at no cost to me, but I was still doing exactly the same stuff, staying online only a couple of hours a day compared to my original 6-8 hours, during the same period and was having to run to McDonalds for free internet because going over my 40 gig would have cost me an extra $150 per month, or $225 per month, depending on who you talked to. I was literally yelling over the phone to complete idiots who kept suggesting I should not be streaming video, which I had never, ever done. This lasted about 8 months.

Was doing this yelling for an hour about twice a week at one point, and then very, very strangely, my service changed, and I was back to being able to be online 8 hours a day and not exceed 18 gig per month. It was like there was a switch somewhere someone flipped. And of course no one would admit the problem was theirs. One stupid person suggested it was because I had stopped streaming video and TV programs. GRRRRRR.

Anyway, I sympathize with you but would not recommend any service. Sorry. A big problem is that if you travel, and need cell service and internet for a job, Verizon still has the best coverage.

Oh, and one of my past students who worked for Verizon once told me to never go to anything but a Verizon Corporate store, and that is what I continue to do. There are a lot of other stores that look like a corporate store, but they make their money differently and are not able to do things to your account that a corporate store can do.

[monik7]

How do you know if it's a corporate store or not?
Sandi

[OregonLuvr]

Their store usually says "Authorized Retailer" or you can google closest corporate store

karen

[JudyJB]

A non-corporate store will say something like "Authorized Provider" or "Authorized Franchise" or maybe even "Premium Retailer" on the sign as well as "Verizon." When you buy from one of these, you are buying from a separate company that has an agreement to sell products, NOT corporate Verizon!! Same problem with buying from Best Buy or Walmart--they aren't corporate Verizon.

If you go to the Verizon page to find a store, you can click the option that says "Do not include Authorized Retailers." https://www.verizonwireless.com/stores/

Here is a blog from the Verizon home page:

- https://community.verizonwireless.com/thread/919290
- And another view from another web site: http://forums.androidcentral.com/verizo ... store.html

Personally, I think corporate stores can deal with problems better, and if you travel, you do not have to go back to mom and pop store in some small town many states away from you.

[Bethers]

I'll argue that Verizon has better coverage... In my years full time I've had both. I'd say Verizon and AT&T are about equal.. Just with different dead zones. However Verizon lied to me more than once claiming service where they didn't have it. And I went over in data with Verizon... Never did with AT&T. Had the same amount with both. Verizon also claimed I must be streaming. Etc.

[snowball]

if you see BullFrog on the building that is a Verizon that will not be an official Verizon store
I use Verizon am usually happy I am with them on my dd's account
sheila

[Colliemom]

Geez, you have more patience than I would have had, although I guess we hope very he next person can help, so we wait. Sometimes just getting past the robot to a live person is an experience in itself. Actually though, if you can go with a full package deal from a cable company, itbisvusually cheaper sometimes. I have Spectrum. Phone, TV and Internet. Internet costs me $30 a month for 60 Mbps.

[retiredhappy]

I have AT&T cell phone and use their Mobile Hotspot for internet access. I can get online anywhere I have cell phone service. You just turn the Mobile Hotspot on, on your phone and tell your computer to Open the hotspot. Easy peasy. Its fast and easy. I used it when I was traveling and I now use it at home. I think the Hotspot is about $60 a month extra.

[monik7]

Their store usually says "Authorized Retailer" or you can google closest corporate store

karen

So an "Authorized Retailer" is a corporate store?
Sandi