New Member
transcript between Retention Dept and myself on April 17, 2021
I had an problem with the Genie remote and ended up with a lady in Houston Retention last Saturday. She ordered a new unit and I expect it today or tomorrow. Nice work!
The rest is long but in order to solve a dispute with a city dept I need the time of this conversation between Houston and myself. Ive been round and round with several depts but each time I am promised they will call me back but noone does. ALL I NEED IS THE TIME STAMP AND CONVERSATION AND HOW LONG IT WAS. Another reason never to just talk with someone, text them instead.
PLEASE IS THERE ANYONE THAT CAN HELP ME???
Constructive
Employee
•
34K Messages
4 years ago
it would be on your phone bill, as far as transcripts or recorded conversation that is not shared with the public or customer service. whats a city department have to do with your conversation when ordering a remote? you could have saved yourself time and hassle buy buying one from amazon or walmart for 5.99 including new batteries.
0
0
Juniper
ACE - Expert
•
22.9K Messages
4 years ago
Over the phone they they could tell you the date/time stamp of the notes on the account when you called. But there would not be a provided transcript as that is all internal use only, not something they can send transcript or other paperwork on. But your phone should have the call log, including on bill, on when customer support was contacted.
Callbacks practically don't happen as they are inbound customer support. Too many agents lately have been promising one when it is not something they do.
I am curious as well. How does ordering a Genie remote have anything to do with solving a dispute with a city department?
0
0
Magician2
New Member
4 years ago
I need a dept to contact to get the verbal time of my conversation. Can I get the verbal from WHICH DEPT?
Sorry to be snippy but ATT is getting too big and it takes more time to get an answer on such a simple request.
0
0
Constructive
Employee
•
34K Messages
4 years ago
They won’t provide a verbal timeline. As stated twice use your phone records
0
0
Juniper
ACE - Expert
•
22.9K Messages
4 years ago
Generally speaking, all agents can look at the notes on the account and verbally verify the date/time stamp. That is provided the agent noted the account to begin with. It is not department specific.
However with the increase in outsourcing, and possibly work from home, there appears to be limited access. So not a guarantee you can get an agent who could tell you that exact information.
If over the phone does not give you the answer, then perhaps a BBB complaint would be the next step. Though that seems a lot to go through to confirm when you ordered a $15 remote (cost through DirecTV instead of other retailers that have bulk discount).
0