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Thread: Just for Laughs - AlexTrac's PM

  1. #1
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    Just for Laughs - AlexTrac's PM

    So I got 3 PM's from AlexTrac, all on the same day. All 3 were as usual, weird and useless. I found one of them really funny.

    In reply to my post - "Best way to handle the missing comma on the iPhone without opening Control Center?"

    AlexTrac wrote -

    "Hi, sillyette. This is Alex from TracFone Wireless.

    We are here for you, and we would love to help you out.

    For us to better address your concern, please chat with us, call Customer Service at 1-800-867-7183, or text the word Help to short code 611611. For your convenience, our representatives are available Mondays to Sundays from 08:00 AM to 11:45 PM EST."

    That's his reply, in its entirety! He wants me to call or chat with customer service about the missing comma on iPhone's keypad!

  2. #2
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    One of the things customer service reps get measured on is how many customer contacts they complete per day.

    TF Alex may have been having an off day and decided to pad his numbers with a low effort message (or three) here.

    Hey Alex, if you're reading, is your name really Alex? Is TF Alex one person, or do reps take turns signing on as Alex?

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    I still think that Alex is a bot. It seems to scan for certain words or phrases and responds with "canned" messages via pm. I have gotten too many nonsensical pms from Alex to believe an actual person is responding. Could be wrong.

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    I'm pretty sure Tracfone Alex isn't a single person, whether a team or a bot.

    As an odd data point, Mint Mobile has had a social media troubleshooter specialist for several years. Originally, Mint & the specialist maintained that it was a specific female. Lately, they've acknowledged that it's (now?) a team. Ironically or not, the social media troubleshooter team is Mint Mobile Alex.

    Google Mint Mobile Alex, and this is one of the first hits:
    https://www.reddit.com/r/mintmobile/..._alex_at_mint/

    FWIW, Tracfone's Alex pre-dated Mint Mobile's Alex.
    My Tello referral code is P3BSR5HV, and gets both of us 10 Tello Dollars to pay for a plan.
    https://tello.com/account/register?_referral=P3BSR5HV

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    Maybe Alex is a basic name that will work in several languages and genders.

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    Quote Originally Posted by Mosaic55 View Post
    One of the things customer service reps get measured on is how many customer contacts they complete per day.

    TF Alex may have been having an off day and decided to pad his numbers with a low effort message (or three) here.

    Hey Alex, if you're reading, is your name really Alex? Is TF Alex one person, or do reps take turns signing on as Alex?
    The last few times I have used Tracfone's Chat, all the reps have been in a hurry to end the conversation. This explains why they were in a hurry to close my chat and go on to the next customer.

    Seems like a wrong metric for companies to use, IMO. It will only result in lower customer satisfaction.

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    Quote Originally Posted by Mosaic55 View Post
    Hey Alex, if you're reading, is your name really Alex? Is TF Alex one person, or do reps take turns signing on as Alex?
    Here's a PM you may get from AlexTrac in response to your questions -

    "Hi Mosaic, This is Alex from TracFone Wireless.

    We are here for you, and we would love to help you out.

    For us to better address your concern, please chat with us, call Customer Service at 1-800-867-7183, or text the word Help to short code 611611. For your convenience, our representatives are available Mondays to Sundays from 08:00 AM to 11:45 PM EST."

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    Quote Originally Posted by sillyette View Post
    Seems like a wrong metric for companies to use, IMO. It will only result in lower customer satisfaction.
    Can it get any lower? I guess it could drop another .07.

    https://www.bbb.org/us/fl/miami/prof...-0633-21000362
    Tracfone BBB Complaint Response: A Tracfone representative told me that posting a referral code around on Internet forums and social media is a violation of the terms. The referral program is for referring known friends and family.

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    Yup. Pretty funny. I just got the exact same pm. It was from something I posted a week ago. The fact that the responses are always a pm, as opposed to replying to a thread, reinforce my theory that Alex is a bot.

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    Report the PM's as unsolicited spam. Maybe eventually the powers that be who run this forum will ban his useless *** once and for all.

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    Quote Originally Posted by Common Sense Al View Post
    Can it get any lower? I guess it could drop another .07.

    https://www.bbb.org/us/fl/miami/prof...-0633-21000362
    Very interesting link.
    Also interesting that the BBB gives Tracfone a rating of A+ -- along with the disclaimer that "Customer Reviews are not used in the calculation of BBB Rating"!

  12. #12
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    Quote Originally Posted by sillyette View Post
    Very interesting link.
    Also interesting that the BBB gives Tracfone a rating of A+ -- along with the disclaimer that "Customer Reviews are not used in the calculation of BBB Rating"!
    Yep... I thought that was interesting.

    I think the BBB bases the rating on the complaints that are filed and how/if Tracfone resolves them... so perhaps Tracfone actually cares about their A+ BBB rating and they don't want to lose it so they actually try to resolve the complaints? I filed a complaint a few days ago about the disappearance of a large amount of reward points. I haven't heard anything yet.

    Another possibility is the BBB rating is rigged. I hope not though.

  13. #13
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    Quote Originally Posted by Common Sense Al View Post
    I filed a complaint a few days ago about the disappearance of a large amount of reward points. I haven't heard anything yet.
    I think your complaint was filed on a Friday before a 3-day weekend. Probably nobody at BBB has reviewed your complaint and forwarded it to TF yet.

  14. #14
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    Quote Originally Posted by hpham View Post
    I think your complaint was filed on a Friday before a 3-day weekend. Probably nobody at BBB has reviewed your complaint and forwarded it to TF yet.
    Yes, that's probably the case. Hopefully they will forward it to them before the end of the week.

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    I'm not sure about all of you but I've rarely had to call TF customer support for a phone issue. When I did it was in chat and although my cases have taken 20 minutes to resolve there has not been a single thing they did not resolve.

    That being said this thread gave me a chuckle. I can understand automated replies.

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