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VubDapple ,

“We don’t care. We don’t have to. We’re the Phone Company.” Lilly Tomlin on SNL in 1976

gianni ,
@gianni@lemmy.ca avatar

Kind of a dick move and frankly embarrassing that you think this is righteous. That is not a bot, that is a real person.

distantsounds OP ,

It’s kinda embarrassing when you have to run your business like that

lady_maria ,
@lady_maria@lemmy.world avatar

Regardless of how shitty the company is, nothing give you the right to take out your frustration on a total stranger who has done nothing to you. Tbh, I find it very strange. The person in the chat is likely just trying to help you, and you’re making their job a lot harder.

Customer service jobs fucking suck. A lot. They’re probably not even being paid enough for the basic job requirements, let alone getting interrogated/condescended to/yelled at, which they probably experience multiple times per day.

You gain nothing from behaving that way, except to make yourself feel better at the expense of some poor person who’s trying to get by, just like everyone else. There are much better ways to take out your frustration.

edit: a few words

distantsounds OP ,

a total stranger bot. Seriously, I do not think those are hard asks. I am being condescend to and forced to spend over an hour in the system that they designed. Don’t hate the players, hate this boring dystopia.

Shirasho ,

You aren’t wrong that telecom companies are trashy, but being a dick to a support agent isn’t the right way to go. Support staff are more willing to help and work with you if you aren’t yelling at them right out the gate and blaming them for something they have no control over.

Garbanzo ,

Most are just going to laugh at you and be as unhelpful as possible if you come at them like that. You’re just giving them an excuse to stick to the script and tell you to pound sand. If you let them know it’s not personal but you’re angry at the company and keep your approach professional they’re much more likely to think outside the box, bend the rules, or escalate your issue to get things taken care of.

criticon ,

I worked a while for phone customer service (don’t recommend even to my worst enemies) and we only gave nice stuff to angry people. Basically I couldn’t do anything on my level other than follow the script, but if they asked for a supervisor they usually they got their issues solved more quickly and with some free stuff included, so after that experience I always try to be polite at the beginning but if they are not being helpful I ask them to escalate my issue and play angry

snooggums ,
@snooggums@midwest.social avatar

It is typed text, not yelling or throwing slurs around.

Soulg ,

Doesn’t matter in the least, customer service reps will not give a single fuck about helping you if you treat them like that

distantsounds OP ,

Not sure how to tell you this, but they don’t give a fuck to being with.

phoneymouse ,

Seems like it’s just a bot

Gullible ,

Yeah, find their executive offices and steal packages, piss on the doors, light a few fires, harvest some thumbs. Support agents in India can’t alter company structure, but fear and confusion can!

SOB_Van_Owen ,

AT&T are trash. Took us far too long to dump them. Glad we did. Found much better service at a quarter the cost.

SnotFlickerman , (edited )
@SnotFlickerman@lemmy.blahaj.zone avatar

The person who will be helping you is not the person who made the rules and policies and chose how much to charge you per month.

The person helping you will have zero control over anything and have to stick to a script and the whole reason their job exists isn’t to actually help you but to help the people who run the company to never, ever have to hear a filthy plebeian complain about anything ever again.

If you really want to chew someone out, do some diligence and find the contact info of the highest person in the organization you can find. Even then, they’re just going to blame it on everyone but themselves anyway, and even if they fix your issue, someone’s gonna lose their ass over the company actually having to fix your issue. Because these systems don’t exist to help solve your problem, but to frustrate you until you give up and stop calling.

Companies are well beyond “How do we attract new customers” because there are no new customers to attract. They have access to the whole planet now, it’s a moot point. Now it’s bleeding percentage points of performance increase from smaller and smaller groups of customers while being okay with screwing over the “unprofitable” customers until they leave entirely.

LadyAutumn ,
@LadyAutumn@lemmy.blahaj.zone avatar

Yep. Telecom corporations are essentially uncriticizable. Even media pushback doesn’t do anything. Everyone knows they’re pure evil and it doesn’t affect them in any way.

stoy ,

VIPs/C-suites, those that make these rules, most likely all have assistants, who will filter out emails like this, it is very probable that even if you find the direct email to ATT’s CEO and email, it will be filtered out and you’ll either get no reply or a template reply with zero substance.

cheeseenjoyer ,

I‘d let you wait even longer.

distantsounds OP , (edited )

definitely, but I’m game. I have no choice

https://lemmy.world/pictrs/image/02a71c1e-623a-42b9-ae16-602c3ef2db90.jpeg

pearsaltchocolatebar ,

Also, Kevin is likely being forced to chat with 3+ customers simultaneously, so that’s why it might take a minute to get back to you.

distantsounds OP ,

I am being forced to ‘chat’ with ‘Kevin’ because the limited options and ‘competitive’ choices in my area (which is a major market city)

pearsaltchocolatebar ,

It still isn’t Kevin’s fault.

distantsounds OP ,

Kevin isn’t real

halcyoncmdr ,
@halcyoncmdr@lemmy.world avatar

3 could be a minimum. And the issues won’t be similar, they’ll be just as random as anything else coming in. And their system to actually look up info and make changes will likely only work on one account at a time. It’s possible, but unlikely that the system could use tabs to switch between accounts for chats. That would have required AT&T to actually do something to make the agents job easier, and would cost money to develop.

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