Please follow below the dialog that I had with an AT&T Customer Support Representative concerning my Sister-In-Law's email account.
I really don't think that I need to write anything else.
I've redacted identity information. Other than that, it's a completely accurate transcript, with synchronization issues and typos left intact.
System
| Welcome Mr. oddstray.
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System
| Connecting to server. Please wait...
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System
| Connection with server established.
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oddstray
| Technical Support Topic: DSL High Speed Internet
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System
| AT&T CSR has joined this session!
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System
| Connected with AT&T CSR
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AT&T CSR
| Thank you for contacting AT&T Internet Support, my name is AT&T CSR (ID redacted). I see that I am chatting with Mr. oddstray. Am I correct?
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oddstray
| AT&T CSR. I'm extremely frustrated with tech support. I've called them 3 times today on behalf of my sister in law. Each time, the phone call has been dropped, from your end.
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AT&T CSR
| I apologize for the inconvenience you have experienced due to this issue. I will do my best to help you in getting this resolved.
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oddstray
| It's regarding teh DSL service on (xxx) xxx-xxxx (Phone number redacted)
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oddstray
| There isn't any, since last December, please check the notes. She's tried 6 times to get service restored, most recent today, in a conference call with me. The Supervisor, Mark, to whom we were talking simply put the phone down.
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oddstray
| This is apalling
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AT&T CSR
| I apologies, please allow me to check the account details.
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oddstray
| She's on disability. You've been taking her payments and given nothing in return. How dare you!
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AT&T CSR
| Thank you for your patience.
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oddstray
| No problem. It's already 2 fruitless hours of my life that I will never get back.
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AT&T CSR
| I have checked the account detail. You are not able to connect to Internet and out Technician has do all the troubleshooting which was required. Your case was escalated to higher Level Tier 2 department. Am I correct?
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oddstray
| I don't know about Tier 2. I insisted on speaking to a supervisor, as the CSR was unable to do anyhting.
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oddstray
| She is not able to connect to the internet. She gets a message that raeds (something like) "Unable to find an PPOE server"
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oddstray
| The problem started when some equipment failed at your (server) end last November. She's been unable to connect since.
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AT&T CSR
| It seems this is a provisioning issue and "Ticket was raised. Please call voice support and ask them to transfer your call to Tier 2 department. This is higher level of escalation and I am sure they will help you.
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oddstray
| It's not me that need to be helped! It's her. She's so frustrated with you all that's she's been bursting into tears at the thought of having to phone you. What are you going to do for her?
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AT&T CSR
| I will mention all the details in your case. Please ask for Tier 2 department and mention the case number.
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oddstray
| You're clearly not reading what I'm writing. Please review.
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oddstray
| I think, given that she's tried (and I've witnessed) her doing all she can to fix this problem, and has met with failure this time. I think that you should have a tech person make an appointment with her to do an end-to-end review of why it's not working. I believe that you owe her this.
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oddstray
| this time should be each time.
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oddstray
| xxx xxxx (sister-in-Law) just phoned. This is she to whom I refer. A tier 2 person just called her, then hung up on her.
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AT&T CSR
| I understand your frustration, and would feel the same. Let's find out what's wrong and resolve the issue.
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oddstray
| Em, that's what she's been trying to do for the last 6 months.
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AT&T CSR
| I have checked all the previous cases and what I figure out is that the issue is with server. We do not have access for server modification and Our Broadband Customer care assurance team will check the server configuration. There is Ticket which is already in progress.
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AT&T CSR
| I understand that you have call our customer support more then three times and issue need to resolved son as you are not getting the services which you are paying for.
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oddstray
| At effing last! But she was told it was a server problem each time she contacted support. But still, nothing happened to help her. You owe her.
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oddstray
| I repeat, it's not me, it's xxx xxxxxx who has an issue with you guys. I have a decent ISP.
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AT&T CSR
| Our voice agent have tried to submit the fresh Ticket for your issue but the previous one was not closed. What I suggest you to please call Broadband Customer care assurance team. This is department which check the server connection and physical connection to your premises.They will make an technician appointment for you.
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oddstray
| I repeat. It's not me, it's xxx. You (at&t) call her and sort this out. It's not going to help to talk to me, as you can see, my internet connection works just fine.
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oddstray
| And please try to not hang up when you r person calls her.
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oddstray
| So, please let me know. What is it, exactly, that you (at&t) are going to do?
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AT&T CSR
| I request you to please ask Mrs. xxx to call our voice team and ask them to transfer the call to Tier 2 department. They will profile your account. They will check with Broadband Customer care assurance team. The case is already escalated and our team is working on it.
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oddstray
| No, I won't ask her to do that. She's already burst into tears at the thought. You call her.
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AT&T CSR
| We don't have the outbound call facility at chat support. Please understand my limitations.
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oddstray
| I repeat. What is the process by which you (att) will restore her service, abnd when should she expect to have the matter resolved.
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oddstray
| Tough. See you in court.
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AT&T CSR
| Your case is escalated to higher Level and they are working on it. They will help you with service restore. Please trust us, AT&T committed for it.
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oddstray
| Oh yes. Just look at the hiostory of this case. Committed, not so much.
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oddstray
| You won't even answer my question about what you are going to do, and by when will it be achieved.
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AT&T CSR
| I am referring you to Higher level of support. They will let you know about current status and resolve the issue as soon as possible.
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oddstray
| How are you going to be able to contact me?
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AT&T CSR
| We don't have the outbound call facility at support. You required to call voice support number xxx-xxx-xxxx.
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oddstray
| This is going around in circles. How is it going to help if I call that number? My Internet connection is just fine. I won't ask xxx to call the number, she will have a flood of tears at the thought. You (att) need to be proactive.
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oddstray
| Someone needs to realize how seriously badly she's been treated and do something about it. I do know how to blog, you realize.
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oddstray
| And I will have a copy of this discussion
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AT&T CSR
| I will mention notes in your case details. I will let you know about case number. Please ask her to call voice support number. She need not required to mention the issue all the details will be updated in the case eI am escalating.
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oddstray
| No, I won't ask her to call you. It will be extremely upsetting for her. It's as simple as that. Your organization needs to take care of this.
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oddstray
| It's clear that your organization does have the ability to call her, as she got a call from Tier 2 a little while ago, as I reported to you. The caller hung up.
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AT&T CSR
| Please understand, Mr. oddstray. I am mentioning all the detail in my case and she need not required to mention any they will provide the resolution. Allow us to work on your issue and this will be taken care under serious consideration.
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oddstray
| So, Allow us to work on your issue' means that teh offended person in this has to do something she desperately doesn't want to do. Is that your solution?
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oddstray
| Oh, and she's already tried that approach 6 times. Take responsibilty, at&t.
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AT&T CSR
| I equally understand that she called us many time for this issue. We have already forwarded all the detailed to higher level. They will let you know the exact status. I am referring her to correct department where your issue will be resolved to your satisfaction.
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oddstray
| I have to go now. It's 3 hours of my day spent today, fruitlesssly seeking a solution to xxx's problem.
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oddstray
| I may be contacted at xxxx@xxxxx.com. You already have my phone number.
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AT&T CSR
| It will be resolved by our department. Please trust me and ask her to call Tier 2 department.
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AT&T CSR
| This is case number: xxxxxxxx for our conversation. I have mentioned all the details in this case.
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oddstray
| No, I will not ask her to call. She's already done that, to no avail. You deal with it.
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AT&T CSR
| The case is Tier 2 2 department and they are working on it.
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AT&T CSR
| Is that okay with you, Mr. oddstray.
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AT&T CSR
| I apologize your issue could not be resolved within our department and hope your future contact would be much more satisfactory.
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oddstray
| Your management need to learn a lesson from this episode. If not, you might find that it proves very expensive.
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AT&T CSR
| I apologies you feel like that but I would like to assure you on behalf of AT&T that your issue will resolved to your satisfaction.
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AT&T CSR
| Is there any thing else I may assist you with?
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oddstray
| Thanks for trying, AT&T CSR. But the truth is, we're still no further forward than when I started on this thing 3.5 hours ago.
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AT&T CSR
| It was wonderful chatting with you. We value your business. Have a great day ahead.
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AT&T CSR
| Thank you for using AT&T Yahoo! Chat Support. You will now be disconnected from this session. The chat window will remain open until you close it. For quick answers, make the new AT&T Yahoo! Help site your first stop. Visit http://support.att.com where you'll find pages of product information to assist you.
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System
| AT&T CSR has left this session!
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System
| The session has ended!
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| Session ended
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| Session ID: xxxxxx
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