Comments on: Open Letter to AT&T http://www.everyjoe.com/articles/open-letter-to-att-15/ Sports News - Tech Reviews - Entertainment - Life Tips for EveryJoe Mon, 21 Dec 2009 06:15:42 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Kevin H http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345569 Kevin H Sat, 04 Apr 2009 14:38:49 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345569 Walter, would mind e-mailing me how to contact the office of Mr Stephenson? I too am very frusterated with AT&T's lack of CS. I've had the Motorola Q9 phone for several months now with many problems, finally received a replacement.....that did not work! I split time on the raod and in my home office so this is a very important tool for me, and the timing was terrible. I had customer crisis to resolve and travel scheduled so I went to the very store I bought the phone from and asked for much needed replacement today. I was told my onlu options were to buy a new phone, I paid 300.00 for the one not working under warranty! I then asked if they could overnite one to me, common mortals can easily do this but appearantly AT&T globlal giant cannot. It seems utterly stupid business practices to loose 2500.00 a year in sales for a 300.00 phone swap (phone problably only cost 50.00)! Now they will loose a customer who will be very vocal about how unhappy he is with AT&T instead of retaining a happy paying customer. Walter, would mind e-mailing me how to contact the office of Mr Stephenson? I too am very frusterated with AT&T’s lack of CS. I’ve had the Motorola Q9 phone for several months now with many problems, finally received a replacement…..that did not work! I split time on the raod and in my home office so this is a very important tool for me, and the timing was terrible. I had customer crisis to resolve and travel scheduled so I went to the very store I bought the phone from and asked for much needed replacement today. I was told my onlu options were to buy a new phone, I paid 300.00 for the one not working under warranty! I then asked if they could overnite one to me, common mortals can easily do this but appearantly AT&T globlal giant cannot. It seems utterly stupid business practices to loose 2500.00 a year in sales for a 300.00 phone swap (phone problably only cost 50.00)! Now they will loose a customer who will be very vocal about how unhappy he is with AT&T instead of retaining a happy paying customer.

]]> By: tiertwotech http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345567 tiertwotech Mon, 10 Nov 2008 03:13:31 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345567 Why the training for a tier two tech support center is failing in AT&T. 1. The training is inadequate. 2. The nesting (training) period is counted as regular hours of customer care. 3. The directors are not in touch with the program. 4. The directors are only interested in their own personal fame. 5. The grading methodology for tier two agents is totally unfair. 6. The score card that AT&T uses to upgrade the service level works against the very base of customer service. 7. The tier two trainers are not well equipped with training materials. 8. The tier two agents are not well trained on multiple tools that are used for trouble shooting. 9. The corporation is not overseeing the director’s activity and how few are ruining down the customer support idea. 10. The people who are responsible for AT&T’s well being are not recognized in corporate politics. Why the training for a tier two tech support center is failing in AT&T.
1. The training is inadequate.
2. The nesting (training) period is counted as regular hours of customer care.
3. The directors are not in touch with the program.
4. The directors are only interested in their own personal fame.
5. The grading methodology for tier two agents is totally unfair.
6. The score card that AT&T uses to upgrade the service level works against the very base of customer service.
7. The tier two trainers are not well equipped with training materials.
8. The tier two agents are not well trained on multiple tools that are used for trouble shooting.
9. The corporation is not overseeing the director’s activity and how few are ruining down the customer support idea.
10. The people who are responsible for AT&T’s well being are not recognized in corporate politics.

]]> By: Anne Wayman http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345568 Anne Wayman Wed, 30 Jul 2008 23:15:13 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345568 I'm glad to hear you had a totally different experience than I did. I’m glad to hear you had a totally different experience than I did.

]]> By: walter http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345564 walter Wed, 30 Jul 2008 17:01:43 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345564 The majority of American companies compete in a global economy and there are times, customer service suffers. I had a problem with AT&T and contacted the office of Mr. Stephenson, to register my complaint. To my surprise, someone from his office contacted me the next day and resolved my problem. AT&T's quick resonse was very impressive and have the right leadership to compete in the this global economy! The majority of American companies compete in a global economy and there are times, customer service suffers. I had a problem with AT&T and contacted the office of Mr. Stephenson, to register my complaint. To my surprise, someone from his office contacted me the next day and resolved my problem. AT&T’s quick resonse was very impressive and have the right leadership to compete in the this global economy!

]]> By: Anne Wayman http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345559 Anne Wayman Fri, 25 Jul 2008 22:03:19 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345559 Thanks Jeremy... we're in contact Thanks Jeremy… we’re in contact

]]> By: Jeremy James http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345566 Jeremy James Fri, 25 Jul 2008 05:25:56 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345566 I was browsing the blogs, and found your blog about your AT&T issue. I was wondering if maybe I could help you. I am about to launch a business, where I will be selling a product, a "Special Report," specifically, detailing a method that I have developed to deal with products or services that do not do as promised, and are not backed up by the company. I'd be willing to donate my time and energy to resolve your AT&T issue, before you spend money, if, in exchange, if it works for you, that you recommend me strongly on your blog. Thanks Jeremy James jeremyjamesthehero@gmail.com I was browsing the blogs, and found your blog about your AT&T issue. I was wondering if maybe I could help you.

I am about to launch a business, where I will be selling a product, a “Special Report,” specifically, detailing a method that I have developed to deal with products or services that do not do as promised, and are not backed up by the company.

I’d be willing to donate my time and energy to resolve your AT&T issue, before you spend money, if, in exchange, if it works for you, that you recommend me strongly on your blog.

Thanks

Jeremy James
jeremyjamesthehero@gmail.com

]]> By: Anne Wayman http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345561 Anne Wayman Tue, 15 Jul 2008 12:42:06 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345561 You had worse problems than I did... strange thing, the letter I sent to their ceo came back with a printed label saying "return to sender" - couldn't tell if the envelope had been opened or what. You had worse problems than I did… strange thing, the letter I sent to their ceo came back with a printed label saying “return to sender” – couldn’t tell if the envelope had been opened or what.

]]> By: Michelle http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345560 Michelle Mon, 14 Jul 2008 22:55:45 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345560 I have had these same experiences. Hours have been wasted being transferred, or told to call another number. Just today alone (July 14) I was told to call FOUR different numbers and spent over 45 minutes on the phone (at work) 27 minutes of that being on hold. The employees can not help anyone...they can't answer any questions - and they can't even attempt to make you feel better. I moved into my place in April and just got dial tone 3 weeks ago and still don't have my wireless internet box. I could write a book about everything I've been through with this company and how much I've paid for absolutely nothing - but you were able to sum it up very well. Great job! I hope they wrote back with apologies and I hope they treat their employees like 'gold' since they spend their days being yelled at. If I worked there I would go home crying and rocking in the fetal position in the corner. I wonder how many of them have substance abuse problems after starting with att...I know I'm about ready to hit the bottle - and I don't even drink. I have had these same experiences. Hours have been wasted being transferred, or told to call another number. Just today alone (July 14) I was told to call FOUR different numbers and spent over 45 minutes on the phone (at work) 27 minutes of that being on hold. The employees can not help anyone…they can’t answer any questions – and they can’t even attempt to make you feel better. I moved into my place in April and just got dial tone 3 weeks ago and still don’t have my wireless internet box. I could write a book about everything I’ve been through with this company and how much I’ve paid for absolutely nothing – but you were able to sum it up very well. Great job! I hope they wrote back with apologies and I hope they treat their employees like ‘gold’ since they spend their days being yelled at. If I worked there I would go home crying and rocking in the fetal position in the corner. I wonder how many of them have substance abuse problems after starting with att…I know I’m about ready to hit the bottle – and I don’t even drink.

]]> By: ClickBank Gives Excellent Customer Service http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345562 ClickBank Gives Excellent Customer Service Mon, 30 Jun 2008 18:00:55 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345562 [...] week I complained about the poor customer service I got from my phone and internet [...] [...] week I complained about the poor customer service I got from my phone and internet [...]

]]> By: Anne Wayman http://www.everyjoe.com/articles/open-letter-to-att-15/comment-page-1/#comment-345565 Anne Wayman Thu, 26 Jun 2008 14:02:15 +0000 http://www.thegoldenpencil.com/2008/06/25/open-letter-to-att/#comment-345565 It's just awful... I hope your mom will at least report them to a local newspaper or news show... one of those that says it stands up for the consumer. It’s just awful… I hope your mom will at least report them to a local newspaper or news show… one of those that says it stands up for the consumer.

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