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campylobacter
Neither of us have cell phones. (ShutUP. I've misplaced a pre-pay phone a couple years before, and have tried to use the T-Mobile hand-me-down phone given to me by well-meaning parents, but it had been abused by my niece and didn't work properly.)
Anyway, Mr. Campy hunted down the endangered species known as a Pay Phone to make a tech support request, and got lost in AT&T's automated menu Hell, never really knowing if he was successful in requesting a technician to come over & check our line.
I attempted to log on to AT&T's website via my neighbor's WiFi, and got railroaded into a message that said I needed a Registration Code that they would provide via CALLING ME (on a dead phone line? Really?) or MAILING ME a registration code within 1 business day. WTF?
So on Monday 30 May 2011, I Tweeted this:
"Landline has no dial tone. Online tech support requires they CALL to give me a registration code. #WTF #ATT Mailing me one = 1 bus. day"
Thankfully, a technician DID come over Tuesday to repair an external line, but I wouldn't have known it if he hadn't CALLED the now repaired line to let me know. I guess knocking on our door was too sophisticated a technique to contact us?
Then on Thursday 2 June 2011, "@ATTJessica" (claiming to work for AT&T) Tweets this to me:
"Hey there are you still having issues? If so please follow/dm me a contact # I can try to help. I'm with AT&T."
NO I AM NOT GOING TO FOLLOW YOU, Public Relations Tweep. Not even to Direct Message you via Twitter. WHY? Because nowhere on AT&T's tech support site is there ANY mention that Twitter can be used as tech support. Clearly, AT&T hired PR minions to track the #ATT tag (which is NOT FLATTERING to AT&T) and attempt to promote public goodwill for their image instead of investing all those billion$ into better customer service. [FYI: My RL identity & Twitter account @campyspornshack are NOT connected, so ATTJessica contacting me was based ONLY on my 30 May Tweet.]
So I Tweeted this:
"Obviously #ATT is more concerned with their public image by tracking tags via @ATTJessica instead of reforming their tech support reporting."
ATTJessica replied:"I'd still be happy to try to help, dm me a contact # if so."
My response:"The watchdog wakes up! #FCC demands evidence from #ATT http://is.gd/YgUzxR #TMobile #merger #ShermanAntiTrustAct"
Twitter!Bomb, I AM IN U.
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(no subject)
Date: 2011-06-03 10:45 am (UTC)BT one of our bigger companies does that as well...when I was having problems they found out through twitter and got them to ring me...lucky it was not my phone I had a problem with..
Kriss :)
(no subject)
Date: 2011-06-03 10:50 am (UTC)(no subject)
Date: 2011-06-03 10:54 am (UTC)It is scary but a pratical way to use the technology and if you are not protecting your tweets they are in the public sphere...so anyone in the world can read them...
Kriss :)
(no subject)
Date: 2011-06-03 10:58 am (UTC)WHY the frell isn't their Twitter tech support feed on their website? WHY?
(no subject)
Date: 2011-06-03 11:04 am (UTC)Oh right I read that you were pissed off that they had contacted you via twitter not that you were annoyed that it was not on their website...brain fail!
Kriss :)
(no subject)
Date: 2011-06-03 11:08 am (UTC)My Twitter account and RL phone number are NOT connected to each other.
AT&T is tying to take over T-Mobile, and they need all the positive PR they can invent in order to do it.
(no subject)
Date: 2011-06-03 11:10 am (UTC)I am hoping that is only T-Mobile America because I am with T-Mobile and they are a flipping good company with great deals...
Kriss :)
(no subject)
Date: 2011-06-03 11:19 am (UTC)http://en.wikipedia.org/wiki/T-Mobile
(no subject)
Date: 2011-06-03 11:48 am (UTC)It is also looks like a seperate part as well...phew!
Kriss :)
(no subject)
Date: 2011-06-03 12:31 pm (UTC)The website looks as if it went online in 1998, and I always wonder how current the information is -- but it works 9 times out of 10! Detailed shortcut directions through voice mazes, direct lines, and ratings, including flags on the worst examples of impenetrable accents.
gethuman.com is less comprehensive, but does have some data not on get2human. It also has a section where they're tracking which companies have Twitter reps. The Twitter info is still very sketchy; not much detail on what you actually get from that channel, if anything.
(no subject)
Date: 2011-06-03 04:34 pm (UTC)Speaking of impenetrable accents, I've spoken to customer service reps whom I SWEAR were having their voices processed through Autotune in order to make their accents more intelligible. In those cases, they're reading off a script, which is just as frustrating as getting an automated menu.
(no subject)
Date: 2011-06-03 02:54 pm (UTC)Then we move to WA and they supposedly have T-mobile out here but not everywhere. Our town happens to be one of the "not everywheres". I do NOT get a cell signal inside my house. Well, occasionally I get 1 bar that lasts like 3 seconds so I can send short texts but I might not get the response for hours (not until I get another bar which is sometimes days). But if we drive/walk a 1/2 mile in either direction of our house we can get a few bars. Walk north and we lose the signal completely. It's really frustrating but we can't get a new cell company because right before we knew we were moving my husband signed a 2 year contract to get a cheap smart phone (I don't have one). When we first moved here they told us $200/phone to cancel. Like we have $400 laying around. Grrr.
(no subject)
Date: 2011-06-03 04:41 pm (UTC)You're paying FULL PRICE for 1/4 of their service. Wrong wrong wrong in SO MANY WAYS.
(no subject)
Date: 2011-06-03 07:41 pm (UTC)(no subject)
Date: 2011-06-04 05:50 am (UTC)You're the one with FIVE kids to care for, but satellite coverage concentrates on commercial locations, and neglects residential/school areas?
PRIORITIES, Corporate America, PRIORITIES.
(no subject)
Date: 2011-06-03 04:23 pm (UTC)I've also NEVER understood the having to CALL in to the company - it's been like that forever, even before cell phones were so popular.
(no subject)
Date: 2011-06-03 04:45 pm (UTC)grrrrrrrr
(no subject)
Date: 2011-06-04 06:52 am (UTC)THIS. I remember nearly blowing my lid when I was on hold, on my cell phone, with BellSouth for well over an hour while I tried to get them to hook up my residential phone. This was back in '02, and there was NO SUCH THING as "unlimited minutes" back then; time was money!
(no subject)
Date: 2011-06-04 08:58 am (UTC)Of course they'd've laughed if you'd asked for reimbursement for the minutes. :P
(no subject)
Date: 2011-06-03 05:29 pm (UTC)First of all our apologies for the issue you experienced with your landline and it is great to hear the technician did get your problem resolved.
I did want to clarify a couple things about AT&T’s use of social media and your interactions and concerns with it.
You do raise an excellent point about there being no information on our Technical Support Site mentioning our Twitter presence and our active team of customer support people responding to questions on Twitter. We do showcase our various social media efforts on our site at http://www.att.com/socialmedia, including our @ATTCustomerCare handle. That said, we can always improve our awareness of customer support on social media as you have suggested. So thank you.
Regarding our employees like @ATTJessica, Jessica is one of our Customer Care employees who has joined a team that personally responds to issues we see mentioned on Twitter and even on other social media sites like our Facebook fan page. We have found that having real people (instead of a logo) respond to customers having issues – with Twitter handles clearly marked “member of AT&T’s social media care team” -- is a more personal approach.
Being present in social media does include listening and – more importantly – responding. We think it is important for our company to be part of the conversation and to do so in meaningful, helpful ways. Of course sometimes the listening and responding can sometimes take customers by surprise, but we believe it is better to be present and interact when appropriate. By the way, we ask for a follow and direct message conversation because of the sensitivity of customer information on a public forum like Twitter. Jessica’s request was simply a concern for your private customer information not being shared publicly.
Just wanted to take a minute to clarify what AT&T is doing on Twitter and to alleviate any concerns.
Respectfully,
Christopher Baccus
AT&T
Executive Director of Digital & Social Media
@cbaccus
(no subject)
Date: 2011-06-03 06:03 pm (UTC)(no subject)
Date: 2011-06-03 06:13 pm (UTC)(no subject)
Date: 2011-06-04 04:57 am (UTC)It was leave-me-weeping frustrating some days!
Thank goodness, those days are behind us, and the company seems to have stabilized and are building a better track record.
(no subject)
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