For the Crestone-Baca community
DECLINE AND FALL OF AT&T: Residents of our respectable little rural community will recognize the problem in the following dialog with AT&T’s helpless help-chat chatterers. It’s a problem all the retailers and delivery services I have dealt with in 10 years solved long ago. But not the once-greatest telephone company on earth. Talking to these guys was like being stopped at the border to a country run by third-world generals. I post the text:
“You are now chatting with Javier C., an AT&T sales representative.
Javier C.: Welcome to AT&T online Sales support. How may I help you with placing your order today?
larry: OK. I am trying to buy your $20 a month home plan.
Javier C.: Hello Larry! I would be more than happy to assist you with your inquiry about our wireless home phone.
larry: But I live in a rural area without home USPS delivery. Your program will not accept my home address. I get mail at a PO Box. Please help. UPS delivers to this address all the time, Also Fedex
Javier C.: At this time, we are not able to ship online orders to a P.O. Box. Are you able to enter a physical address which matches all other addresses?
larry: I do not understand. There are no USPS addresses in this community
Javier C.: Larry, For security reasons, to submit an order online, we will need the shipping address to match the billing address on your form of payment. If you do not have a physical address that is not a PO Box, than you would want to contact Sales at 1888-333-6651, where this can be discussed and see what options you have.
larry: OK. Very sad att does not help rural folk
Javier C : Please wait while I transfer you to an operator at AT&T Wireless Customer Care.
Welcome! You are now chatting with ‘Jiezel Morante’.
Jiezel Morante: Hello, Larry. I see that you are transferred to me. Allow me to review the transcript and the memos from your previous interaction so that you won’t have to repeat yourself. Please consider this as a continuation of your chat with my colleague.
larry: OK. I am willing to pay by PayPal if that makes any difference
Jiezel Morante: Thank you for patiently waiting. I see that you wanted to have a the $20 phone plan. First, let me thank you for your business with AT&T. For further assistance, can I have your wireless number first?
larry: My home phone is [xxxx]. It is a VOIP service. This is the service I am trying to replace with att.
Jiezel Morante: Thank you for that information. Let me check for that here on my end. . . . Thank you for those information. As a wireless mobile representative, I can definitely help you with your billing concerns about your wireless account. If you wish to add a home phone, do not worry, I can help you coordinate with the right department today.
Jiezel Morante: Let me connect this chat to the right department. Will that be fine with you?
Jiezel Morante: Are you still there, Larry?
larry: Yes, pls
Jiezel Morante: Thank you. One moment please. Please wait while I transfer you to an operator at National Web Center.
You are now chatting with ‘John B’ at National Web Center.
John B: Hi, I’m sorry for any delay in reaching me. I see that you have been speaking to another representative. Please allow me a moment to review your previous conversation and I will be happy to assist you further.
larry: All I want is for you to accept my home address!
John B: Sure, Let me quickly check on that and help you.
John B: Could you please help me with the complete home street address?
larry: [xxxx] / Crestone CO 81131
John B: Thank you for the information.
John B: Could you help me with the Cell phone number or the best can be reached number?
larry: Again: [xxxx]
John B: Thank you.
John B: I am working on it.
John B: Apart from this, how are you doing today?
larry: I do have an appointment in 30 minutes. And my session to order yr service just timed out
John B: I am really sorry, my system is working slow than expected hence it’s taking a while to check the details, Larry. But I definitely value your time so I request you to provide me your best can be reached number so once I am done with the issue I call back and confirm.
larry: Simple question then: will att provide service to a PO Box address? I can buy the WHP device on eBay and they deliver here all the time. Will you bill to a PO Box?
John B: If you desired to have wireless, then I can validate the address and can provide you with some amazing offers.
John B: Larry we can bill to your PO Box as well.
larry: OK then tell me how to place the order pls
John B: I will do that for you.
John B: Just give me a moment let me explain you about the cell phones available for you.
John B: Are you looking for a smart phone?
larry: Please! As I have said, I am trying to buy wireless home phone $20 a month no contract
John B: Larry, Please allow me a moment while i transfer this chat to the dedicated department where they will be glad to help you. One moment while I transfer this chat to a representative that is better skilled to handle your concern.
Welcome! You are now chatting with ‘Harry Collins’.
Harry Collins: Hi Larry! Pleasure to have you today here on this chat and I’ll be your partner today and make sure to help you through out of our conversation.
larry: You are the fourth rep I have talked to this morning. You have wasted more than an hour of my time. And you still don’t have a clue what the problem is. COME ON ATT!!!
Harry Collins: I completely understand that and I really do apologize for the inconvenience Larry.
larry: You do not understand.”
(At this point I politely terminated the chat. I was late for my appointment.)