As a shopper, generally you might have difficulties with a sure firm leaving you with an expertise that colours your opinion about this specific agency. Take Redditor BudgetPea9967 who
posted about the difficulties he had canceling a single line on AT&T. The individual utilizing the road had graduated, left the U.S., and wasn’t anticipated to return to the States anytime quickly. The AT&T rep continued to increase what ought to have been a minutes-long chat into an hour-long go to by means of hell for the AT&T buyer who shared screenshots protecting the entire dialog.
AT&T rep fought tooth and nails to forestall a subscriber from canceling a line”
The rep threw every part on the subscriber together with the kitchen sink. One possibility was to droop the road and pay $10 per thirty days for six months so the account could be able to go if the one who left the nation determined to return inside six months. The rep then pivots, asking the subscriber if anybody else needed to make use of the quantity and identified that the road is eligible for an improve that will enable the shopper to get $500 in invoice credit towards the acquisition of an iPhone 15 collection mannequin.
A part of a chat that went on for longer than an hour between an AT&T buyer and a rep
Each time the shopper made it clear that he didn’t need to do something however cancel the road, the rep got here again with one thing to supply. At one level, the shopper informs the rep, “Are you able to please go forward and assist me cancel that line? My lunch break is sort of over.” Different occasions the subscriber needed to sort, “Plz god cancel it,” and “I did not know I have to repeat cancel the road for 17 minutes.”
“The rep may not have totally acknowledged what a problem he was turning this into, however he did write, “I’m so sorry for the inconvenience, nevertheless I need to make you conscious of one of the best choices and one of the best provides.” The rep additionally instructed, even after the shopper implored him to cancel the road, that the subscriber’s greatest wager was to droop the account. The client needed to proceed the textual content dialog throughout a piece assembly. Quickly, the reside chat had hit the 30-minute mark.
“Are you able to consider any mates or household that would profit from utilizing this line for his or her telephone, sensible watch, or one other gadget,” requested the AT&T rep. Now at this stage, you must give the shopper some credit score for having some endurance and never demanding to talk to a supervisor. He mentioned that he would not reply any questions until it needed to do with the cancellation of the road.
AT&T ended up shedding extra than simply the one line that the shopper requested by cancelled
“Sure I need to cancel the road. That is the most suitable choice I select. Plz respect my selection as a buyer.” The AT&T rep continued by typing about offers that can be utilized with the road to
rating a reduction on the iPhone 14 collection. The client even began to wonder if he was having a dialog with a chatbot. After about an hour, the rep as soon as once more brings up the thought of suspending the road.
Lastly, after over an hour, the rep cancels the road. The client ended up submitting a grievance with AT&T and switched to T-Cell. Let that be a lesson for AT&T. Had the rep listened and adopted the instructions given him by the shopper instantly, AT&T would have misplaced one line. However by making an attempt every part and something, and repeating some choices a number of occasions to maintain that one line from getting closed, AT&T misplaced the entire account.
AT&T, and all the different majors, want to inform their customer support reps that the shopper is at all times proper and {that a} rep mustn’t stand in the best way of permitting a buyer to cancel service.
