[ale] AT&T DSL Support - it is a Turing Test?

Pete Hardie pete.hardie at gmail.com
Fri Aug 14 17:02:35 EDT 2009


On Fri, Aug 14, 2009 at 16:31, Neal Rhodes<neal at mnopltd.com> wrote:
> Any thoughts on how a human being with 20 years of network setup experience
> actually talks to an intelligent support person at AT&T regarding DSL?
>
> Using the phone doesn't work - you end up with something that almost, but
> doesn't quite, speak Engrish and once you spend a half hour explaining to
> them how their own product works they miraculously manage to hang up on you
> before escalating the call.
>
> Using the Chat doesn't work - pretty much the same as above, although
> slower.
> You guys need to diagnose why the upgrade to 6mbit didn't work.
>                "Please check the wireless configuration".
>
> I don't NEED to check the wireless, the dang web display on the DSL device
> says 2700Kbits download negotatiated".
>
>                 "Please standby while I figure out how to disconnect you."
>
> "We are experiencing higher than usual service times".
>
> Yeah, because nobody there knows a FF about DSL or networking!
>
>
> Let me guess: using Email is pretty much the same, but even slower?


Try escalating the next call without having the droid debug it - say
you've been disconnected
N times already and want to speak to a supervisor immediately, and
keep escalating with that.

Alternately, tell the droid you want to cancel your service
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-- 
Pete Hardie
--------
Better Living Through Bitmaps



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