vB Easy Archive - Your customer care,credit and activation experences

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Your customer care,credit and activation experences
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Posted by: razrblades

in the past few weeks ive noticed that activations in particular have gotten much better. in the past i have to check all their work on exeption upgrades and they will lie and do whatever to get you off the phone.. but today i got a lady and it must have been her first day because she created a post account under a migrated number and messed up everything. i ended up on the phone with care which usually are good and went back and forth for 3 and a half hours.. has anyone done the dance back and forth you call activations then they tell you they cant do that and you call care then they say call activations then repeat untill you find someone competent.. this question is more for agents because i doubt people at cor have to deal with these people. it sucks to have to tap dance around some of these morons (not all but most) but it gives you the customer experience..and i know everyone has got on the phone with someone who talks slower then ben stein and works 10 times slower than you.. it drives me crazy...

Posted by: ivwshane

Nope, cor does have to deal with this on occasion and I've had similar experiences to the one you had.

And yes it is very annoying!

Posted by: ATnt-RSC

Wireless care was good for a long time. It's been more consistent lately, although there's still some *******s in XBM. Landline customer care, however, I can't say enough bad things about that. Landline care should be completely fired and replaced except for the one guy I dealt with two weeks ago.

Posted by: ATT*Mark

credit and activations/customer care sucks *** they are so stupid.

Posted by: cingtd

Quote:

Originally Posted by ATT*Mark

credit and activations/customer care sucks *** they are so stupid.

Trust me there are just as many idiots working at stores/agents so there is plenty of blame to go around. Sometimes CS spends hours fixing their mistakes as well. On the other hand there are several CS reps and store reps/agents who do their job very well. Let's not get in an argument who is better.

Posted by: Wonwad

Credits and activations have treated me good so far. I work for a authorized dealer.

Posted by: holaDude

I fix issue that are from different areas of the company and from fellow CS agents. Some are really quick to fix, and others may take an extended period of time to correct.

Posted by: cingtd

Quote:

Originally Posted by holaDude

I fix issue that are from different areas of the company and from fellow CS agents. Some are really quick to fix, and others may take an extended period of time to correct.

Agreed. You wouldn't believe some of the idiotic mistakes I see from CS reps. My only point is that mistakes are made on both sides of the fence.

Posted by: cingman66

I think the OP's point is that it takes several calls in to CS and/or C&A just to get one thing done. Many times the departments just pass the buck to the other department...either not knowing they can fix a problem, or not knowing HOW to fix it. So we end up getting the runaround. What's even MORE frustrating is when WE know what needs to be fixed and even how to fix it, yet we have to walk CS through it step-by-step, first explaining that it CAN be done, then HOW to do it. The conversation usually goes like this: "I need to do (fill in the blank)" "I'm sorry, we can't do that, sir." "Yes you can, I just did the same thing yesterday." "I'm sorry sir, you'll have to call (enter different department name)." Then we call said department and have the same conversation with them.

It's like we're all fighting each other instead of working together to help the customer...it's maddening sometimes. I liked it better when we used to get the SAME call center every time we called in--for me it was Little Rock--you can develop a bond with some of the reps, and it makes it easier to get things done. You just give them your dealer code and name and they greet you with a friendly "Hi, (enter your name), what can I do for you today?" And you just know it is going to be a good conversation from that point. This random call center BS is crap.

Posted by: razrblades

i was just speaking of the dance that you have to do between credit,activations and care to get something done. not speaking specificly saying that they arent as good as agent but imo if an agent is poorly trained the customer can leave and go somewhere else and in most cases it wont be a problem. its not going to be as significant as someone in activations. ive done exeption upgrades and they didnt process after i check their work and they lie to my face and say there is a hour delay the contract will be updated in one hour like im a ******* and believe that you just have to say thanks ill hang up and call back one of your coworkers to fix your mistake and complete my upgrade..not to mention if i run a manual contract and sell them the phone at contract price then my company goes to collect on the upgrade but wait there never was one im deducted commission for selling a phone for contract price instead of retail and so on.. so whos job is more significant.?

Posted by: irockash

The last few times I've called its been dandy, but I've had to call in less as well. Occasionally you'll get someone new or lazy that either has to talk to someone else, or just passes you off. Thats annoying. I did talk to one guy the other day who was all about helping the customer, and went out of his way to do so... it was customer care.

I love the ones that say "Thanks for your help on the front lines!" or something similar, it makes me feel less like AT&T doesn't want me.

Posted by: Batman665

Quote:

Originally Posted by ATnt-RSC

however, I can't say enough bad things about that. Landline care should be completely fired and replaced except for the one guy I dealt with two weeks ago.

^^^^ Agreed whole-heartedly... those people are 100% *******s. It's a shame that they get paid 2X as much as wireless customer care.. guess that's what makes them *******s. Knowing that they're gonna have fat checks at the end of the week regardless to how the customer is treated.