Sunday, July 29, 2012

Why I Might Rig Down AT&T

Copied from an actual chat session between yours truly and Roxanna from AT&T.

Frustrating, to say the least.

Thank you for your patience! An AT&T customer service representative will be with you shortly.
You are now chatting with 'Roxanna'.
Roxanna: Hello.  Thank you for chatting with AT&T today.  I understand your U-verse account is locked.  Is that correct?
That Janie Girl: Yes. I have been working on this for probably 3 hrs total today. They told me when I had a chance to get back with y'all to ask for Tier 2 support. Can you help me? We have reset, reset, reset our password and now we're even locked out of our yahoo account
That Janie Girl: And I have Safari
Roxanna: I can assist you with this.  Please begin by selecting the 'Forgot your password?' hyperlink or click here.  This will allow you to reset your Password and unlock your account.
That Janie Girl: Even thought I've done this numerous times today, and just tried it 3 times in the last 15 minutes?
Roxanna: Let us try it one more time. I am happy to wait while you complete this process.
That Janie Girl: It will just send it to my home phone. Can you please give me a hard reset and supply me with the password?
That Janie Girl: I went thru the process, but then I'll have to wait another 10 minutes for it to call my home phone.
Roxanna: I will do everything possible to resolve this for you.
Roxanna: Before we get started and for your security, may I please have the U-verse Account Number and the First Name and Last Name on the Account?
That Janie Girl: the Uverse account number is XXXXX. First name on account Janie last name XXXXX. Billing address XXXXXX; actual address of service XXXXX. Phone number associated with account XXXX.  Last four XXXX.
That Janie Girl: The account ends in XXXX
That Janie Girl: The whole reason this happened is I was trying to view my bill and find out why it was over $600.
That Janie Girl: Do I need to call in to get to Tier 2 support or will you be able to help me?
Roxanna: Please bear with me a moment.
Roxanna: Thank you for waiting. I am unable to locate the account with the information above.
Roxanna: Is the First Name and Last Name that you provided the same First Name and Last Name on the account?
That Janie Girl: I believe so. It could be XXXX, but I believe they found it under That Janie Girl
Roxanna: I apologize for the inconvenience. I am still unable to locate your account. However, speaking with one of our Specialists over the phone would best answer your questions and address your concerns.  Would you like that number?
That Janie Girl: Yes please
That Janie Girl: They've found my account three times today….
Roxanna: You may reach one of our Specialists at 877-999-1085, Monday - Friday 8:00 AM - 7:00 PM Local Time; Saturday 8:00 AM - 5:00 PM Local Time.
That Janie Girl: So are you kidding me?
That Janie Girl: I can't get help right now?
That Janie Girl: How might I get to a Tier 2 support person?
Roxanna: I apologize for the inconvenience. Unfortunately, these are the hours of operation. 
Roxanna: We have three options for technical assistance. You can

1. Browse for common solutions online 24/7,
2. Chat with one of our Technical Support Agents online 24/7 or
3. Call 888-341-1270, Monday - Friday 8:00 AM - 7:00 PM Local Time; Saturday 8:00 AM - 5:00 PM Local Time.
That Janie Girl: So you don't have access to a Tier 2 Technical Support there at your office?
Roxanna: That is correct.
Roxanna: Is there anything else I can assist you with today?
That Janie Girl: They told me I could call back anytime
That Janie Girl: Yes ma'am. Please note on my account that I called in again and we spent X amount of time trying this. Did you ever find my account?
Roxanna: I am sorry about that.
Roxanna: You will have to call in for further assistance. I will make notes of your account. 
That Janie Girl: Can you please try to find my account? They found it several times today.
That Janie Girl: I would like to have access at least to my email.
That Janie Girl: I've given you all of the answers to the questions they asked me. Name, address, billing address, last 4 of SSN, last 4 of account #
That Janie Girl: and phone number associated w/ account
Roxanna: I am unable to locate the account with the information you have provided.
Roxanna: Can you please verify the telephone number associated with the account?
That Janie Girl: The home number is XXXXX. My cell is XXXXX. But when it asks to send a password, it wants to send it to XXXXX, so that must be the number associated with the account, wouldn't you think?
That Janie Girl: 
Roxanna: Just to clarify, is your service U-verse?
That Janie Girl: Yes ma'am.
That Janie Girl: I have Uverse television service and Uverse internet service
Roxanna: I know it has been an inconvenience and I am sorry. Please call the number above for further assistance. I am unable to locate your account over the chat. 
That Janie Girl: I don't understand why you can't find the account and everyone else has found it all day long.
Roxanna: Mrs. Snelson, I apologize for the inconvenience. Web Assistance Center is only for website navigation. We do not have access to any account specifics. You will have to contact U-verse Customer Care directly.
Roxanna: Is there anything else I can assist you with today?
That Janie Girl: No thank you.
Roxanna: Thank you for chatting with AT&T today.  It has been a pleasure assisting you. Please come back and chat with us again if you need help in the future. We appreciate your business. You may click the “Close” button in the chat window to close this chat.
Chat session has been terminated by the site operator. (as I sit, head hanging down, looking at my computer screen in total disbelief.)

And that, people, is technology for you.


  1. a great big fat OY!!! god bless you!

    1. Bwahahaha, you made me laugh! And that's a lot sweeter thing than I said, I promise you!

  2. What a mess! While our current technology is very good, when it goes bad, it goes very bad.

    Condolences in dealing with AT&T.

    1. Oh, the technology is good…my $600 bill was very, very bad! ;)

  3. To think it's that easy to 'chat' with somebody in India so quickly, who also can be of so little help.

  4. Ugh.. I feel for you. I've been there (maybe not to the tune of $600.. but somewhere similar frustration-wise). Asking to speak to someone in the account termination department often has miraculous results.

  5. I know I am late to this party, but three hours on the phone with ATT is about my speed. They are mostly useless. I stay frustrated with att all the time.


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