New Member
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2 Messages
customer training
hi. am existing att internet and cable tv customer. as of this writing. chatted today with att member named ash who offered an improvement to our customer experience. we got a follow up telephone call to confirm the improvement... or so we thought. instead of confirmation we were transferred to a 3rd party in att who wanted to know why we called. and the improvement to the service? spent literally hours in the help chats with att 'helpers' who were zero help (generally the wrong department), and happy to transfer the chat elsewhere. supervisors were unable to help or 'unavailable'. does att train its employees to lie to the customers knowing there is recourse for the customer other than to move on to another provider? the 'wrong department' structure of the chat area is truely an industry leading invention.
Juniper
ACE - Expert
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22.9K Messages
4 years ago
This is a public forum for DirecTV which is a satellite TV provider. It is neither internet nor cable tv.
If by "chatted" you mean the chat option on the website, not actually talking to them, that is a poor source of information these days. Outsourced and/or poorly trained agents, plus transcripts do not get saved to your account so are gone once chat is over.
AT&T does not train their employees to lie. Like other companies it is expected for them to resell the value of the service to try and show you they are still your best option. It is up to you in the end if you agree with them or not.
For official support, and for record of such noted on your account, you call. For guidance from the community, including the occasional poster with the "employee" tag (off-the-clock so on their personal time), then detail your situation in the forum. Though make sure you are in the correct forum area first so that you get the best chance at responses to help you.
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