I just had an excruciating go-round with an AT&T Customer “Service” Rep. Indian, no doubt. I told her the same details several times, and she did not understand.
Me: I received the label to return the equipment, but not the form.
Her: I will email a label to you.
Me: I JUST SAID I HAVE A LABEL!
Her: I can send a text for a link for your label.
Me: I already told you that I HAVE A LABEL!
And that was just ONE of the portions of the conversation. It was all like that.
Me: I’m glad we discontinued our landline a couple weeks ago. DirecTV will be next to go. Goodbye!
I worked for AT&T through a contractor for a while, Tier II U-Verse Customer Care. The customer would first fight with an automated service program, then with a foreign language speaking tech in Tier I. Once they were good and frustrated, they got me.
I received two weeks training, during which they basically structured our time, teaching us nothing.
U-Verse had no tech support manual, no online resources for us to use, nothing. It was common for us to Google the problems which came up. On more than one occasion, I put a customer on hold and wandered the building in the hope of finding one single person among the techs and management who knew a solution to the customer’s problem.
There was also no up-to-date canonical directory of internal phone numbers to use when we needed to contact the other departments so they could assist with the landline problems.
It was a high stress job. Before I came on board, one Tier II Customer Care tech had actually jumped off the top of the parking garage.
After a year, Mrs. Chandler encouraged me to quit because she didn’t like the person I was turning into.
“I just had an excruciating go-round with an AT&T Customer “Service” Rep. Indian, no doubt. I told her the same details several times, and she did not understand.
Me: I received the label to return the equipment, but not the form.
Her: I will email a label to you.
Me: I JUST SAID I HAVE A LABEL!
Her: I can send a text for a link for your label.
Me: I already told you that I HAVE A LABEL!
And that was just ONE of the portions of the conversation. It was all like that.”
Yep, and that’s pretty much the norm. Unfortunately in these corporations you get these snobby MBA types who advise the CEO to hire these people, convincing them that they’re some sort of geniuses from an advanced/superior culture who will work for cheap. And it’s not about making the company more efficient, it’s about the CEO not being happy with one Yacht, but instead needs to have three. And his government buddies are happy to provide him with the cheap H1B and offshore labor to do it.