Tuesday, November 06, 2007

Why I don't use AT&T

Yesterday I was given the job of moving my boss's mom's phone service from her old address to her new address. (I know, it's a crap job, but someone has to do it. Believe me - he's currently wishing he had just done this himself.)

Apparently, if you transfer service online, there is no installation fee. Unfortunately, he does nothing online. Nothing. So I had to set up a new account, and get access to all of that, and then attempt to move the service. What you see below is my online chat with the "online assistance" that they offer. Read the entire thing. I assume it's funny if you're not the one trying to get help.

Basically, I say just pay the installation fee. Nothing is worth this headache. Or better yet, just avoid AT&T altogether. (FYI - if you call their customer service line, and they can't take your call - they don't put you on hold...oh no. That would be easy. They just tell you to call back later and hang up on you. It's a great system all around.)

Please note, I posted this AFTER I found a fabulous customer service rep on the phone who fixed everything for me....I'm no longer quite as angry as I was... so I can see the humor in this. A little.


AT&T product specialists are happy to assist you with your questions. Click below to begin your live text chat.

Chat representatives will not have access to your personal account. This service is provided to you under AT&Ts Terms and Conditions and Privacy Policy.

Welcome to AT&T. My name is Monica. How may I help you today?
Monica: I am happy to answer your questions on AT&T services. I specialize in setting up new phone accounts and High Speed Internet service.
you: Hi Monica, I'm trying to transfer my phone service to my new address. Can you help me do that?
Monica: I sure can. What page are you currently on?
you: It tells me this: We're sorry, the product or service you selected requires additional information to process, please call us at 1-800-288-2020 Monday through Friday, 7:30 am to 9 pm and Saturday, 8 am to 5 pm ET.
Monica: What page di dit heppen on?
you: The last page when I had to confirm that I did want to move my service. It had already confirmed my service at my old address.
Monica: Click cancel order then say continue shopping.
you: I just did. But I don't see an option to transfer my service? I'm on a page that says "My Cart"
Monica: It should be further into your order process.
you: I don't understand?
Monica: Your new address should be decided later on in the order.
you: Okay. But what do I click on to begin the process again?
Monica: Click begin checkout.
you: It will not let me begin checkout. There is nothing in my cart.
Monica: What phone service do you want to purchase?
you: I don't want to purchase any service - I just wanted to transfer my current service to my new address.
you: It said that if I do that online, the installation fee is waived.
Monica: Correct. The order process online will allow you transfer but you will need to clarify your services.
you: how do I do that from where I am? Last time I thought I was going through the process, it threw that error and wouldn't let me continue.
Monica: I can help you through if you would like.
you: yes please.
Monica: Do you call locally or long distance as well?
you: locally.
Monica: How often do you think you will be using your home phone for local calling?
you: I'm not sure...the plan that I have in place seems to suit my needs.
Monica: Do you know what plan that is?
you: Not off the top of my head. Do you need that information to help me switch my service?
Monica: No, but I was just wondering if you wanted the same.
you: Yes, I want everything to remain the same as it is currently set up. I just need to change the address.
Monica: You can log into your account manager to see what you currently have.
you: What link do I need to click on to transfer my service?
Monica: Would you like ot see what you currently have?
you: No thank you. I just need to transfer service to my new address.
Monica: We have a phone plan for unlimited local calling plus up to 10 calling features for about $32 or less a month.
you: No thank you. I just need to transfer the existing service to my new address.
Monica: Would you like the numebr to call customer service?
you: I have called twice, but they can't take the call. They say that the call volume is too high. Can you help me do this?
Monica: I can help you transfer your service if you would like.
you: Yes please.
Monica: Do you want a basic phone plan with no calling features?
you: I want exactly what I currently have, I just need to move it to my new address.
Monica: When you order online you will be able to transfer your service but if you would like to transfer what you currently have, you will need to call. Online ordering will allow the transfer but you will need to clarify your current phone plan.
you: Clarify it how? Can't I just transfer what I already have?
Monica: Do you have an account manager?
you: I don't understand?
Monica: You can but you will need to choose each individual option that you currently have.
Monica: Would you like to start with the basic phone plan?
Monica: We have not heard from you in a while. Do you wish to continue this chat?
you: no thank you.

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