AT&T Mobility Informative - Look at Yourself - Wireless
Thank you for taking the time to read this review, I have been a CSR for AT&T for over a year and during my employment I must state that the majority of the complaints that customers have are brought on themselves by either not reading their contract, which is not our problem if you are too lazy to read what your legally binding yourself to for 2 years, or not listening when they are being told policy and having "selective" hearing, for all you customers that come on these sites and say your now "ex" was able to get a new phone w/ a contact signed on your account at a corporate location maybe you shouldve removed them as a Retail Authorized User on your account when you split up, again not our problem. Also when you complain about overages on your minutes maybe you shouldn't be on the lowest rate plan you can get and use your phone like have unlimited minutes, you get what you pay for, use common sense there are many self service options to review all of your unbilled usage so ignorance is no excuse, also understand that when you lose your phone the only replacement is insurance, we do not owe you a phone if you are not elig for upgrade we do not track your phones and are not your phones babysitter nor do we have any way of changing your upgrade eligibilty, we do have replacment options avail for you at a lower cost but they may require a contract extension depending on the status of the current contract but if you refuse the options we offer that is your problem, CSR do not enjoy being told that we will order you a free phone w/ no contract bc you are irresponsible and lost your equipment..we also don't enjoy when you call in with an attitude, we are much more willing to find loops for you when you act like a human being...when you're a jerk we will absolutly stick to the policy.
Overall you get what you pay for as with any other service in life, treat your reps with respect and they will work hard for you, you will get treated as you treat them if you call in with an attitude you will receive one as well, put yourself in our shoes, don't tell us how to do our jobs, and remember we want our customers to be happy but not at the expense of losing our jobs which pays our rent, feeds our kids, and supports our family, we will not break policy to keep you a customer bc the same thing you're threatening to cancel and go to another carrier for will be enforced by their policy as well, also keep in mind that it would be much easier for us to just give you what you want when you call in than allow our average handle times to skyrocket bc you want to argue and we have to keep repeating the intial response and you just don't want to accept it than to spend an hour arguing with you. If we can't do it, we can't do it, reguardless of how much you whine, your wasting your time and ours..also a helpful tip, if you are calling in about your bill have the bill in hand or in front of you because you have no idea how incredibly frustracting it is to try and explain billed charges to someone who has no idea what your talking about bc they don't have the respect to call in prepared. we are not psycics we don't know why you don't understand your bill every charge is there and when you say I just thought it was high but I have no idea why that is really unhelpful.