In general I don’t like dealing with customer service companies because their Interactive Voice Response (IVR) systems are terrible. I loathe none more than AT & T. That’s right AT & T, I am looking at you. I have had to deal with AT & T probably two dozen times. At this point I can not dream up a worse hell than being stuck on the phone with you for eternity. So now I am going to play a game, called Problem/Solution. This is where I point out where AT & T phone support sucks and the insanely easy solution.
Problem - Every time I call an automated message tells me “We are sorry we are currently experiencing higher than normal call volumes.” I have news for you, AT & T if there is not a current national or local disaster occurring then there should not be a message about higher than normal call volume. On a bad day I get this message more than once. It’s like AT & T wants me to know that they suck at their job.
Solution - If they really want to be correct the message should state “We are sorry for long wait times we don’t want to pay for more service employees so just wait” or better yet just don’t have one! People wouldn’t even notice it was gone and maybe they would be less frustrated!
Problem - The first thing you hear when you call is a message in Spanish stating if you want your options in Spanish press one. English speakers are forced to wait for what feels like forever. I don’t know about the rest of you but when I am calling AT & T I need something and I don’t want to spend time waiting so they can make sure I don’t speak a foreign language.
Solution - Why not first say in English “If you want English press 1 or hold” and then give the Spanish message and have them press two. I understand you have a large number of Spanish Speakers AT & T but last time I checked there are more English speakers in the US than Spanish speakers. Other companies do this, maybe you should follow their lead?
Problem - After every entry step you read back to me exactly what I put in and ask me if it is correct. If I had to do this once or twice I wouldn’t care but I am forced to enter my account number, phone number, special pass code, birth name, blood type, and the 3 other numbers you want. I feel like AT & T took a page from the “How to be Horrible” book that Microsoft has finally thrown away. This feels like Vista for my IVR. Enter your number, is it right? Are you sure its right? Are you really really sure?
Solution - Tell me up front if at any point you entered an incorrect number press the * key or something else like that. Hey that way I only have to listen to it one time!
Problem - When I finally get through the first 3 circles of hell that are the above problems and I got down to that final menu of options I have to listen to 7 options only to find none of the options fit me. Then I wonder if I should choose one and pray I talk to a person or go back a menu and try another option (this is usually at least a 5 minute ordeal).
Solution - Give me an option to talk to an operator and make it the first one. Do you really route the question to a different group depending on if I am having an issue with my U-verse phone, internet, or cable? Don’t lie, I know you give your service agents a wizard tool to help the customers. So why not let people choose to talk to a human instead of making us feel like we aren’t important. One more question for the agent isn’t a big deal.
Problem - I have to go through a 3 step wizard on my computer to get to the correct support number. That’s right, I have to use an interactive web system just so I can call to use an interactive phone system! Is AT & T actively trying to make me lose my mind? I counted and step one has over 25 options! The best part is when I call in I get asked some of the same questions again!
Solution – This at least seems like the a step in the right direction but AT & T can’t you find a way to reduce my options? I mean seriously, if you had me enter my account number in the web form I bet you could reduce my options by 50%. That seems like a novel solution. Also, give me some numbers of front. Right now it looks like all U-verse related calls go to one number. So why not just tell me call 800-555-5555 if you need help with your U-Verse account. There is no reason to make me jump three hoops just to make tell me the same damn thing I already knew!
In conclusion, AT & T your products aren’t bad but your phone support needs serious help. The above issues are only the ones I have had time to talk about. There are dozens more. Just because you are a giant company and you can get away with running crap departments doesn’t mean you should. Shame on you for not caring. Fixing them may not seem important but I guarantee you are losing customer over this. What other things do people hate about AT & T’s phone support? I would love to hear.
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