Thread regarding AT&T layoffs

From the article.... "And a good rule of thumb is: If you have a new service roll out but people have to do a lot of searching to understand how to get access or learn if they even HAVE access, you have thoroughly fu*ked something up somewhere along the way."

Why doesn't the c-suite have this kind of common sense?!?

Corvette will renamed Chevy Max! This is what AT&T marketing would do!

In addition to all that, @Disheartened, I'm now expected to bill my customers a $99 trip charge on my repairs. With the way this company mistreats its customers, it won't be long before we don't have any customers.

Hey, upper management and marketing team, it’s very simple. Use the KISS concept, quit reinventing the wheel. Everyone including the customers are disoriented and confused.

Seems to me like that marketing team is a reflection of upper management. No clear direction, constant re-orgs, left, right, up, left.

@Disheartened

I agree with you, on top of all that we work a rotating 7 day week And 365 days a year schedule. I’m physically and mentally exhausted at the end of everyday. It feels like groundhog day over and over. It would help if they would agree on one name for internet and tv and less transport systems. Customers want a good non confusing product, value and quality. When I’m on a repair for their tv service the customer most of the time can’t tell me if it’s Uverse, directTV, directTVnow AttTv, now, hbo, hbogo, hbomax. They just say their tv isn’t working and don’t know many details beyond that. So it could be on copper, fiber, satellite or wireless. The customer just want it to work, they don’t really care what it’s called or what it’s on.

Try being an installer or repairer of all these products it’s become very confusing for techs, let only the customer. This stuff continues to be changed to different transport systems, names etc.. and we can’t keep up. Management usually bulks us with more jobs than can be done in a normal days work then expects us to read all the emails, text, and training when we have time, there’s just not enough time in the day to keep up.

Our software tools are constantly being changed or updated too which results in a lot of issues, hardly anyone to speak to in support (smart chat), extra tasks being added and everything is changing at warp speed. My dispatch orders or repairs are constantly wrong and I have to spend a lot of time trying to figure out what product or trouble the customer actually called in about or ordered. It’s very embarrassing, confusing and not professional.

I’ve always have been a very conscientious customer oriented tech my whole career of 22 years and have received many awards including the service excellence award. This has become a disjointed unorganized company that is constantly reinventing the wheel. I’ve had three L1 and L2 manager changes in a year not counting all of the reorganization and upper management moves. Each one comes in with their own micromanaging agenda which doesn’t appear to include customer service. Morale is very low and I feel adrift, I used too be proud to work here but not anymore and I don’t know how much longer I can continue in this madness.

Or just roll into the overpriced trashtv and actually add some value to a bad product. Everything entertainment related is always half cook badly prepared and over priced.

No not the entire marketing arm just Stankey. The marketing arm wanted to name it Warner Now or Warner Plus. It was Stankey who insisted on hbo max. Because , you know, he knows more than anyone about tv. He said that.

I work here and I can’t explain it to people.