02-06-2016 10:23 PM
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  1. frozentundra1's Avatar
    Sorry to hear that. I am on Verizon, and my experience has been that anything but the most basic problems would be difficult for regular csr to fix. You can ask to talk to a supervisor or if that doesn't work, escalate to executive relations. Also, you can file complaints with the bbb and state ag. I find that executive relations and bbb/state ag will give you much more helpful and responsive service.
    I agree with you completely. I've seldom had any success when calling 611 without having to go through the same flow-chart style question and answer session with CSR's that are trained to keep you on the flow-chart at all costs. Outside the box critical thinking seems to be quite discouraged. You have to be quite insistent in order to fight your way through that human-automation level to a superviser inside of 45 minutes to an hour, and possibly high-level management after that. I never thought to file a formal complaint with an oversight agency. I wish I had.

    I had multiple "urgent cases" open with various "specialists" who were almost always on a call-back service. Occasionally, they would even call when they were supposed to.

    In the end though, I don't think anybody from at&t ever really did anything to "fix" my issues. They were never even able to reassure me that they understood what the problems actually were. I just kept on with poor service and eventually the problems, for the most part, went away over the long run. What actually happened, I don't know, but I suspect it was something to do with the constant infrastructure growth of software and hardware that naturally happens over time.
    dpham00 likes this.
    02-06-2016 09:40 PM
  2. dpham00's Avatar
    I agree with you completely. I've seldom had any success when calling 611 without having to go through the same flow-chart style question and answer session with CSR's that are trained to keep you on the flow-chart at all costs. Outside the box critical thinking seems to be quite discouraged. You have to be quite insistent in order to fight your way through that human-automation level to a superviser inside of 45 minutes to an hour, and possibly high-level management after that. I never thought to file a formal complaint with an oversight agency. I wish I had.

    I had multiple "urgent cases" open with various "specialists" who were almost always on a call-back service. Occasionally, they would even call when they were supposed to.

    In the end though, I don't think anybody from at&t ever really did anything to "fix" my issues. They were never even able to reassure me that they understood what the problems actually were. I just kept on with poor service and eventually the problems, for the most part, went away over the long run. What actually happened, I don't know, but I suspect it was something to do with the constant infrastructure growth of software and hardware that naturally happens over time.
    I would recommend that you try the methods above. For verizon when I sent an email to the ceo, it was forwarded to executive relations (sometimes called office of the president, or something similar). I was given a case agent and the direct number /extension of the agent. This is higher than the specialists or whatever. The case agent will deal with the necessary parties on your behalf. Although network issues are more tricky, but either way, you will get higher priority going through executive relations.

    Also the key is to be very firm but polite and include all the facts.
    02-06-2016 10:23 PM
27 12

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