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rolande
Certifiable
MVM,
join:2002-05-24
Dallas, TX
ARRIS BGW210-700
Cisco Meraki MR42

1 recommendation

rolande to AngryDallas

MVM,

to AngryDallas

Re: is this guy really serious?..small rant

Put very little faith in anything told to you by a front of the line call center rep. They know next to nothing about what really is going on. They are fed scripts and instructed what to tell customers.

That rep must have recently been to customer morale training. That is not to say that AT&T ignores customer problems and does nothing about them, but many customers can and do fall through the cracks for a wide variety of issues. The primary reason is likely due to the pressure for techs to spend as little time as possible at each customer site and close as many tickets as they can in the shortest amount of time. With the amount of tech turnover they experience, the likelihood of getting a worthwhile tech, who could actually solve many of these problems is low.

So, you end up playing the open and close ticket game with customer support. Eventually you will annoy them enough and get escalated to a tech with the right skillset. The question is, how much patience do you have before you give up if you are unlucky enough to have one of the various complicated issues that requires more than simple troubleshooting?
AngryDallas
join:2010-12-06
Dallas, TX

1 recommendation

AngryDallas

Member

@Rolande:

where's the THANKS button?

rolande
Certifiable
MVM,
join:2002-05-24
Dallas, TX
ARRIS BGW210-700
Cisco Meraki MR42

1 recommendation

rolande

MVM,

AngryDallas See Profile no company is perfect. They all make mistakes. It is how they respond to the mistakes that makes the difference between one that is worthwhile doing business with and one that is not. It is unfortunate that for as sensitive a technology solution that AT&T uses (ADSL or VDSL), they have chosen a support model that leaves many customers high and dry, even after doing all the right things to help.

In response to your question... Click the 'actions' link at the bottom of the post you like and give Approval for the post.
Zoder
join:2002-04-16
Miami, FL

1 recommendation

Zoder

Member

It doesn't matter what AT&T "can" do it's what they will do. Network Operations isn't making the decisions. The bean counters are. Randall was in the finance side of the company for over 20 years including CFO of SBC before becoming CEO. The bean counters run the corporation.

battleop
join:2005-09-28
00000

battleop to rolande

Member

to rolande
"Put very little faith in anything told to you by a front of the line call center rep."

Now come on.... You know that 1st line call center reps speak with the authority of the CEO and full board of directors. Anything that comes from a CSR should be taken as the full official position of the company.

"So, you end up playing the open and close ticket game with customer support."

A lot of the time the ticket ping pong game is the fault of the customer. Customers either treat the CSR like shit by talking about there uber 1337 networking skilz. They sometimes just refuse to go along with what the CSR has to do before passing it along because they think/know that procedure is a waste of time.

If you learn to play the CSR game you will sail right through 1st and sometimes 2nd level support. Act like an ass and you will go insane trying to get past them.
AngryDallas
join:2010-12-06
Dallas, TX

AngryDallas

Member

I surely do hope you are joking!

battleop
join:2005-09-28
00000

battleop

Member

The first half is a joke the second half is from experience in dealing with ILECs and Large CLECs on a daily basis.