After waiting on the phone to talk to an AT&T customer service representative have you ever wondered how AT&T is rated #1 in customer service? Well so do I. Here is why I think they deserve this rating.
When AT&T is working it works just great. I have great cellular coverage, unlimited data, no throttling, my internet access for home is reliable, and Uverse is just great. Luckily you do not need customer support when everything is just fine.
Talking to a machine. When something goes wrong is when things go wrong. AT&T uses a computer assistant to screen calls resulting in most callers yelling REPRESENTATIVE!!!! Usually the assistant will ask a series of question trying to find the right representative for you to speak to. Most of the time it will provide useless information like “log in and solve your own fuckin problem” when you calling because you can’t login in in the first place.
Waiting. Once they transfer you to a representative the waiting starts. This is a good time to take a shower, mow the lawn, or watch a 3 hour movie because that is how long you will wait to talk to a REPRESENTATIVE!
Getting a call back. AT&T values the 3 hours you will wait for a REPRESENTATIVE and will give you an opportunity to receive a callback when it is your turn. You can get a call back usually at 11 PM or the next day if you are lucky. If you ever receive the call back you have to push 1 to talk to the REPRESENTATIVE. Many times the button will not work and AT&T will simply hang up with a friendly “Goodbye”
Hanging up, transferring. Once you are finally talking to a REPRESENTATIVE the first line of defense would be to tell the caller “You have the wrong department. Let me transfer you…” and the wait starts all over again. When you finally get the right REPRESENTATIVE on the phone and they are incompetent and cannot solve your problem they will put you on hold, multiple times, then they will simply hang up.
Visiting an AT&T store. The first thing the service representative will do is to call…..wait for it….customer support.
So the bottom line AT&T customer service is the best in the world in teaching you have to be patient, how to control your temper, and how to cancel your entire service…..if only you can talk to a REPRESENTATIVE to do so.