Wow oh WOW WHAT A JoKE THEY ARE!! Out sourced, language barriers for sure! When u call in for help and they talk so fast and you cant understand them N you ask for there ID, they hangup! Great customer experience for customers while sitting in front of Reps!!
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I had a problem with my internet service and voip line so I called support. First responder was in India. Lots of background noise from other people talking in the background. He tried to say the problem was something and I knew he didn't know what he was talking about. Just trying to get me off the phone. Second level was in the Phillippines. She was not much help and after talking to a third level, somehow, they figured out that I was telling the truth and they finally figured out what the problem was and corrected it. Seven hours of my time over two days to get it fixed, over 48 hours of not getting the Internet speed I was paying for.
I did ask if they were employees and they told me they were "offshore employees." One person gave me his ATTUID and webphone showed non-employee.
I made a change to my cell account about the same time. Spoke to someone in the US. Change was made and I was off the call in 15 minutes not including a few minutes wait time
I can't imagine what our non technical customers go through when they call in.
Try it from a Prem tech point of view - call into support to change an order in the field that might incur charges and you get Cyndy Lou Who from Malaysia that wouldn't know Directv if the satellite fell in her front yard. Forty minutes on the phone saying "what?" a thousand times before she hangs up on you. My customers think we are id--ts.
Couldn’t agree more, they were originally supposed to be “best in class retail support “..HA!! Can’t speak English, can’t help with anything, they transfer you ten times and tell you to go to a store....then we tell them “WE ARE THE STORE”.. then they just keep repeating gibberish and hang up. Useless..I want our USA Customer Care Reps back. I stopped calling and just try 611 and asking for loyalty group, they seem to be the only helpful ones ( the ones based in the US that is)..
They are talking about the outsourced Customer Service and lack there of...….
I prefer Eastern Europe gibberish for dtv support!! And when they hang up I feel like I was abandoned at the fire station
RST, retail support team!
What are rsts?
what in the hell are you talking about?