AT&T Tech Support
There has been a lot of negative sentiment on technical support and customer care representatives lately. I’ve voiced some frustration with Sprint’s front-line technical support staff before. Poor customer service over the phone has also been publicized with Vincent Ferrari’s AOL episode as well as a recent video taping of a Comcast technician sleeping on a customer’s couch while waiting for assistance from his peers. Because people are likely driven by self-interest, there really is no reason for customers to give feedback for anything other than complaints.
This entry bucks the trend. I was recently frustrated with my DSL connection. I have had this connection for almost three years, and I have never before had a problem. My connection started dropping multiple times throughout each day. I reached for technical support at AT&T (formerly SBC). The phone support was mediocre, but the people that provided service at my house were exceptional technicians. Both of these technicians did their job above my expectations and perhaps outside of their protocol.
Now, my connection is stable, and I am a content customer once again. Their equipment may or may not have been faulty, but my home’s phone wiring is a more likely cause of the service disruptions. There were two ways to resolve the problem: go with cable or fix my inside wiring. Since the necessary wires were readily available, ahem, my inside wiring was fixed quickly.
June 24th, 2010 at 9:05 pm
HI…i am one of the many indians who are working as technical support for atnt HSI dsl service.
few things one should know…. before critcizing our accents.
1> atnt does not want to send technicians at customers premises…it costs them a lot. we are given strict instructions to do all sort of trouble shooting over the phone…and send technician only in extreme cases.
2> and its not only you, who are experiencing communication issues. the VOIP phone that the company is using, seldom works properly…its like one way communication. and of course it becomes terrible with accents.
3> people seldom remember their OFFLINE security question…if u r using HSI dsl service may i ask u whats yr OFFLINE security question? u must realize that its the most important thing thats going to help you out when u r in trouble.
4>and one thing thats really amusing 4 me is tht; why the hell its so difficult for americans to understand tht their modem/ routers require user id and pwd. i mean its not that difficult to update a modem..is it?
5> and of course one should better know where the start menu and address bar are located on a computer. thats the most difficult part…to make ppl understand tht they need to type address in the address bar…and nt in some shitty search bar.
6> if tech support is transferring you to some other deptt….then please dont argue. it must be something out of their scope…thats why they transfer you.
an average american
1. cant find address bar in IE in less than 2 minutes.
2. doesnt feel the need to hit enter after the command has been typed….u have to tell them.
3. doesnt know what operating system he/ she is using.
4. doesnt know that his/ her computer is connected to a 3rd party router.
i agree…even average indians may nt know all this stuff. but atleast dont blame our accents for all this.
May 17th, 2010 at 11:25 pm
We live up in Lancaster, California, a desert town with lots of wind. All of a sudden late Saturday night our telephone line service stopped working. All we could hear were a hum in the background and tones only when pushing the phone buttons. No dial tone. Called ATT with the cell phone and they said they would send somebody out and check the line but since apparently they don’t work on Sundays, it would be some time on Monday, the 17th. We left the apartment Monday afternoon to do errands and did not get back until after 8 PM. Now the phones were totally dead. No hum. No dial tone. Nothing at all. No evidence that anybody had come or checked anything. How do we get AT&T to send out a technician and restore proper service?? Their telephone service seldom goes down, but when it does, they really take their time sending out somebody to try to fix it.
January 8th, 2010 at 7:25 pm
HII GUYS
I have been working with AT&T for almost 2 years.I would like to share am experience with u..i got a call from 2 wire honetworking agent..She say customer as KHOSTOMER..and best part is they wont create a interaction and case even ifask them ten times especially agents from COVERGYS PHILLIPINES..trust me…we have proved ourself with very satisfied ratings with a score much better than philipinos…atleast we never say KHOSTOMER..
NOW with due respect to comments from ATT_onshore Says:
July 22nd, 2009 at 7:35 pm
@Jefferson..
I WOULD LIKE TO TELL U THAT..
atleast when a indian asked the customer i accept the sentence structure was inappropriate but atleast it sounded like uverse though u say it sounded like uworse..but when a philipino from 2 wire dept says uvrse i have heard customedr yelling YES I AM FROM UNITED STATES..WHERE THE HELL ARE U LOCATED…lol:)
November 3rd, 2009 at 11:24 am
An AT&T agent from the Philippines named Mary Julie Anne Adornado was condescending.When I pointed this out and asked for another rep. she got off the air.She came back and asked if I wanted to continue to work with her.She was much nicer.Isaid yes.She is extremely dificult to understand. This caused the call to last two or three times what it should.We were on the phone a very long time(check your records).She was never able to solve the problem.She kept repeating over and over the same attempt.I was exhausted she gave up and I ended the call after a very long time.I solved the problem myself.I really didn”t know how but I tooka stab and retroed my computor to a prior date.When this was doneI tried to get on line and you asked me for my address and pin.
July 22nd, 2009 at 7:35 pm
@Jefferson..
I’m not really a racist type of an individual. I’m an onshore rep here at Atlanta. One call that I can’t seem to forget was when I xferd a call over to an indian girl who’s supporting 13 State. I had a hard time pulling up cust acct. It was a new svc but then I was able to probe that cu was calling from TX. Since I can only support SE, I then xferd the call over. I myself had a terrible time warm xferring the cust. And it got even worst when she took the call from me. Wonderin’ how the call would turn out, I call-rided…
Rep: “With” whom do i have the pleasure of speaking “with”?
{{no one is supposed to use the word “with” multiple times within one sentence}}
Cust: (I forgot the first name but the last name was Knox) ****** Knox
Rep: Is your last name spelled as “KGNCK” (or something like that)
{{She only got only letter right}}
Cust: What???!! it’s KNOX This is just a new svc.
(Rep placed cust on hold)
Rep: I “don’t”seem to pull up an acct. Your TN number was **********? correct?
Cust: Yes, That’s the one. I don’t have any other number. It’s a new DSL.
Rep: Are you u-worse?
{she meant U-verse — but that’s exactly how she pronounced it}
Cust: What???!!! say that again…
Rep: Are you u-worse ma’am.
{rep sounded a bit irate to be honest. While i laugh the hell out just listening on the other line}
====customer then hang up… perhaps she’ll just dial the direct number i provided her hoping to get hold of somebody who’s not from India.
“This is not the exact words used throughout the conversation. Just as far as I can remember”
July 17th, 2009 at 1:19 pm
Wow it could be infighting within the system, as explained above… Maybe the the onshore, Home Networking, India Tech support, and all the other tech guys too busy ripping on each other to give a $h*t.
June 11th, 2009 at 10:18 pm
Hi folks.. I’m currently ith “AT&T Home Networking”support.. Just to clarify, we are not actually AT&T employees but emplyees of a call center located in another country. (not India)
To the Indian tech support/call center agent.. The reason why we exist is because US customers have complained about Indian reps (incomprehensible English is the most common issue) so much that AT&T had to contract another company for tech agents. We receive the bulk of the calls now because as one Member put it, “Thak God your not from India!! Calling there is like going to a 7-11 and asking for tech help…”
April 16th, 2009 at 6:08 pm
how do you get a job working for the tech support for such companies? thanks
April 12th, 2009 at 2:16 pm
Hi All,
I am in the DSl Technical Support of AT&T and I am from India.This is in Reference to what Mr.Mabuhay ang lahing Pilipino!! said above. I have never been able to understand what crap they say on calls. Customers never understand them and they dont know what they are doing on calls.
Funny thing about them is that they would never create Interactions on time(Mabuhay ang lahing Pilipino!!:Hope u know what is am saying).They always give so many damn reasons as ;My computer is working very slow, My CRM is working Slow.
It really sucks
Nullshet:2wire depptt Sucks
November 25th, 2008 at 7:51 pm
People, do not post requests directly to AT&T — they will not respond here!