Ring Ring
Ok so it has been a while but I have had loads of stuff distracting me. In no particular order they have been, our internet connection being down, a busy work load, buying a house and laziness.
Let’s ignore the latter of these as it is something that strikes me frequently, and move on to the more interesting topics. 1st off – our lack on internet at home. About 2 weeks ago I picked up the phone to call my parents only to discover that we had no dial tone. Jen took my mobile phone and dialed AT&T to try and get it fixed. Like most things these days AT&T have computerized their system and put their call centre overseas. So when Jen called she was confronted by one of those option men’s – you know the kind. It asked her to key the number corresponding with her particular problem. She pressed 3 for phone fault. Was presented with another list of options and so on. Eventually having chosen the options for phone not working, no dial tone, she was asked if she was using the phone that wasn’t working and didn’t have a dial tone to make the call. Really. How would that be possible – we couldn’t get a dial tone?
So eventually she made an appointment with AT&T for an engineer to check the wiring outside the house to see if that was the problem, because we still had internet access but no phone. So they came and solved the phone problem, but unfortunately in fixing the phone they cut off the internet connection. So we called again. Eventually we were put through to someone in India, who made us turn off the computer, the modem, the router, jump through hoops of fire, and do all sorts of wonderful things. None of which worked. Having a brand new computer though it does have a handy-dandy screen that gave us a message that no ATM was detected. We told the guy this but he ignored us and told us to unplug everything and leave it for a while and then try again – the AT&T equivalent of turning if off and on again.
We called back the next day to tell them that we still had no service only for the girl to start going through the process again, asking us to jump through hoops, juggle flaming kittens, and eat a cracker without any water – the usual. We explained that we had done all this and finally after having to shout at her she made an appointment for a technician to come round.
He came and looked at the computer and the internet and said the problem is “there is no ATM detected”. He then called AT&T and had to go through the same problems of getting someone to believe him that there was no ATM detected. Finally after 3 hours he had it fixed and we are back on line.
The whole thing is so annoying, call centre workers seem to have no choice but to work from a script and they can not deviate from that at all. Unlucky gits.
Let’s ignore the latter of these as it is something that strikes me frequently, and move on to the more interesting topics. 1st off – our lack on internet at home. About 2 weeks ago I picked up the phone to call my parents only to discover that we had no dial tone. Jen took my mobile phone and dialed AT&T to try and get it fixed. Like most things these days AT&T have computerized their system and put their call centre overseas. So when Jen called she was confronted by one of those option men’s – you know the kind. It asked her to key the number corresponding with her particular problem. She pressed 3 for phone fault. Was presented with another list of options and so on. Eventually having chosen the options for phone not working, no dial tone, she was asked if she was using the phone that wasn’t working and didn’t have a dial tone to make the call. Really. How would that be possible – we couldn’t get a dial tone?
So eventually she made an appointment with AT&T for an engineer to check the wiring outside the house to see if that was the problem, because we still had internet access but no phone. So they came and solved the phone problem, but unfortunately in fixing the phone they cut off the internet connection. So we called again. Eventually we were put through to someone in India, who made us turn off the computer, the modem, the router, jump through hoops of fire, and do all sorts of wonderful things. None of which worked. Having a brand new computer though it does have a handy-dandy screen that gave us a message that no ATM was detected. We told the guy this but he ignored us and told us to unplug everything and leave it for a while and then try again – the AT&T equivalent of turning if off and on again.
We called back the next day to tell them that we still had no service only for the girl to start going through the process again, asking us to jump through hoops, juggle flaming kittens, and eat a cracker without any water – the usual. We explained that we had done all this and finally after having to shout at her she made an appointment for a technician to come round.
He came and looked at the computer and the internet and said the problem is “there is no ATM detected”. He then called AT&T and had to go through the same problems of getting someone to believe him that there was no ATM detected. Finally after 3 hours he had it fixed and we are back on line.
The whole thing is so annoying, call centre workers seem to have no choice but to work from a script and they can not deviate from that at all. Unlucky gits.
posted by Nick at 3:50 PM
1 Comments:
Is AT&T owned by BT??? The call centre script, the stubborn stupidity and complete lack of customer service bears a striking resemblence to what we have gone through... uncanny.
I ended up writing to the CEO of BT and it all got sorted - now trying to avoid having to call India at all costs...!
Hope house purchase is going through??
Jurg
Post a Comment
<< Home