Unbelievable lines by AT&T reps...

**Lalanik5** · 08-24-2010, 10:47 PM

Do you guys ever feel insulted when an AT&T rep tries to feed you lines as if you are ignorant? I'm actually on my 3rd Torch. The first one had a serious wobble and the camera function didn't work. Whenever I tried to launch the camera, it said something along the lines of "not enough memory, close other apps and try again", even right after a reboot. So when I brought the phone back which was literally only 30 minutes since I bought it, they told me "its normal and will work itself out in a few days." WTF?

Then I went home with the second phone and everything worked perfectly except for two things. One, no matter what I tried, the phone clock just would not sync with the network clock and the "H" button on the keypad would not register unless depressed really hard and there was no clicking feedback. So I brought it back again and now they tell me "all BB's are like that, you always have to set the time and date manually." Again, WTF?

Anyone else fed a line that almost forced you act uncivilized?

**laollis** · 08-24-2010, 10:52 PM

AT&T sucks! The only reason they are still here is cuz they get the best phones.

**BoldtotheMax** · 08-24-2010, 11:08 PM

A lot of reps don't have a clue what they are doing and happens with all carriers, just AT&T is worse than most...**** even TMobile who has had the best CS for awhile now is outsourcing a lot and those people really have no clue what is going on...more so them not understanding you and vice versa.

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**Jumpman89** · 08-24-2010, 11:17 PM

It's like that at other retailers as well.

My girl friend had a meeting in a town outside where we lived and I decided to swing by the Best Buy that was next to her meeting while I waited because my 9700 trackpad was extremely wobbly and unresponsive at times. I had the Black Tie insurance and everything. I got in there, showed the rep my problems and she went back to the manager and the manager told me that all the 9700 trackpads are wobbly and to increase the trackpad sensitivity to fix the other problem.

Needless to say I went back to my local Best Buy (where I am personal friends with one of the Mobile reps) and they exchanged it because the trackpads are NOT supposed to wobble (the manager even opened up 3 boxes to prove that none of them wobbled). So I am obviously steering clear from the "other" Best Buy...

It is like that anywhere you. You have to just try another store or ask for someone higher up when you call and plead your case to them. Again, it's all a case-by-case basis but keep trying and you will find someone who will help because the 9800 is not supposed to have those problems. The one I bought on launch day doesn't.

Good luck.

**shansmi** · 08-24-2010, 11:19 PM

Originally Posted by laollis

AT&T sucks! The only reason they are still here is cuz they get the best phones.

Wrong! As an AT&T employee that is just outright offensive. Funny people only remember the bad apples and not the guys that spend hours helping others.

Posted from my CrackBerry at wapforums.crackberry.com

**mark_rivers19** · 08-24-2010, 11:20 PM

that's why you need to search the internet for answers... before you ask a rep or call customer service..

**JRSCCivic98** · 08-24-2010, 11:56 PM

Sorry OP, but this is normal release QC for RIM products. They rush the things out the door so quickly that a large number of the initial batches are crap builds. Sometimes it's best to wait until the 2nd or 3rd batch run on new devices from RIM. By then they've slowed down the production lines and the quality is a bit better.

I've seen this with the 8830, 8330, 9530, 9630 and that's leaving out the quality or lack thereof on other carriers. The 9700 and 8900 models had a few release goofs, but not as bad.

**kraski** · 08-24-2010, 11:57 PM

Originally Posted by shansmi

Wrong! As an AT&T employee that is just outright offensive. Funny people only remember the bad apples and not the guys that spend hours helping others.

Posted from my CrackBerry at wapforums.crackberry.com

Well, I remember having questions over my close to 20 years as an AT&T customer & usually having the CS folks going above & beyond to make sure I had the info I needed. On upgrade questions, I've had a couple who've guessed & the guess was wrong.

On the few times I've had issues with tech stuff, I've either gotten a solution pretty quickly or I've had techs stay on the phone with me till we got a solution. I've heard complaints about AT&T phones & coverage -- I've had only one AT&T phone that had issues & I usually lose signal after everyone else does. I've heard complaints about the quality & friendliness of AT&T CS -- with a couple of exceptions, I've experienced nothing but courteous, helpful, professional, experienced reps.

**cwmont13** · 08-25-2010, 01:19 AM

It's all about relationships.

I'm in sales and do the same thing. I build a relationship based on trust and the ability to get things done for my customers.

I've used the same rep for 5 years and knew him when he worked at Starbucks before going to AT&T. Ive followed him to different stores even if it was a longer trip for me. He knows his stuff and I've NEVER had an issue with swapping or returning any At&T product on any one of my 4 lines. I've done early upgrades with no fees and no problems.

On the rare occasion that I have to go into another location, I can tell within 30 seconds if the person helping me is any good. If not I leave, call my rep and tell him I talked to so and so who was unable to help me and have him set up the things for me at the store. He usually knows who's got their act together at the other stores within a 25 mile radius to where he's at and where I'm at. He contacts them and "gets it done", calls me back and tells me who to see. Then, I walk back in, get my stuff and go with minimum hassle.

It's all about relationships.

He's never given me a BS answer or tried to give me the smoke and mirrors treatment. He knows if I contact him regarding an issue that I've hit the internet and know what the deal or issue is before I contact him and that I've tried every fix I can before going in.

He is one of the reasons that I've stayed with AT&T for so long. Any provider can give you mobile service but it's the people who keep customer's coming back. His "can do" attitude keeps me happy and he knows who I am both as a person and a customer.

Yep It's all about relationships.

PS the times I've called AT&T (and believe me going through 4 9000's in a year, I've talked to them many times) my attitude has been one of professional courtesy. I calmly state my issue and ask what they can do. Believe me, they appreciate the courtesy extended to them and will bend over backwards to help you. I did once ask for a supervisor due the rep not understanding my issue. I was transferred, the issue was handled, I was given a replacement for the 4th 9000 that failed 3 days after the one year warranty had expired. Both parties thanked each other for the courteous and professional manner in which the problems were settled, and AT&T retained a long term customer who was there back in the Cingular days. Namely ME

Screaming and acting like a bully will get you nowhere. Take a deep breath, calmly work through your issues and the end will be good. People appreciate it.

**mark_rivers19** · 08-25-2010, 02:25 AM

uhmm... have you tried Verizon reps?
it's no surprise that when you come in.. try to ask for a BB.. and you'll end up discussing the Droid..=)

**sedalia066** · 08-25-2010, 07:07 AM

Having been an AT&T customer for lots of years now we have had varied experiences along the way. The local corporate stores and third party sellers in general are not as knowledgeable as one would hope. There are many sad tales to be told about the lack of service in those facilities.

Our local Best Buy has a man in the mobile section who we have come to trust. We will wait to see him or come a different day if we really wish to buy a phone from their store. The other people at the store in general come and go too fast to learn much about what the phones really do.

For a long time what has kept us with AT&T is their phone CS. Those people have almost every time bent over backwards to insure we had a good experience. Only one call in all these years ended on a sour note that drove us to Best Buy to get the same phone the call concerned. Otherwise every issue has been handled with respect, courtesy, and promptness. Since we get good local service we will stay a few more years to keep the phone CS and we will stay away from their branded stores except to handle a phone. Not looking for service from any of those folk.

**mykey2k** · 08-25-2010, 09:36 AM

Originally Posted by cwmont

It's all about relationships.

I have to agree. I've built up a professional relationship with a couple of the reps due to phone upgrades (I've been on AT&T since it was "Blue" in 1998), on-the-fly international add-ons in my plan for a month at a time, upgrades, downgrades, etc.

It's taken a while and I've noticed the ones who were "useless" in helping usually didn't last long.

When I went in to look to see if there were any Torch demo models at one of the stores, "my" rep wasn't there so I had someone else help me. To make a sale, he tried immediately to hard-sell me in to the Captivate, unwilling to know what my needs were. I'm sure if I go there again in 6 months, he'll have been replaced.

But it's the same everywhere like others have said... just look in the PC industry.

**stephiscrazy** · 08-25-2010, 10:32 AM

AT&T rep told me that the raised button panel/adhesive problem was "normal" since his manager was experiencing the same thing with his and that if it got worse before 30 days THEN I should come in for an exchange. I was so shocked I just walked out. Well, it got WAY worse and I exchanged it but I definitely didn't go back to that store to do it.

**JasW** · 08-25-2010, 10:39 AM

I am (like most everyone here) vastly more knowledgeable than virtually any AT&T rep when it comes to BBs. I am civil and polite with them but I do not try to engage them in any tech talk or let them engage me in same. I just want what I came into the store for, so I humor them and I simply let it be known quite politely that I want a new phone, and that's that.

**jr5417** · 08-25-2010, 12:33 PM

I had no problem exchanging my Torch for another one at the AT&T store. Actually the guy who handled my exchange was much nicer than the lady who handled my original transaction. He went through several boxes to see which was the best Torch as far as hardware, let me keep the micro sd, charger and the cloth (so now I have two of each). Then he gave me his card and told me if I had any problems, he would be happy to help. It was much different from my original transaction, where I felt the lady was trying to push me out the door (and it wasn't even busy in the store!!!).

**clifford938** · 08-25-2010, 01:19 PM

My friend just called an ATT store and wanted to buy a Torch out of contract and get away from his iPhone4, the agent there told him he couldn't do it for 6 mos after release. But I seen people post that they have gotten them for $499. I told him to try another store

**Brigadier** · 08-25-2010, 01:40 PM

Originally Posted by Lalanik5

Do you guys ever feel insulted when an AT&T rep tries to feed you lines as if you are ignorant? I'm actually on my 3rd Torch. The first one had a serious wobble and the camera function didn't work. Whenever I tried to launch the camera, it said something along the lines of "not enough memory, close other apps and try again", even right after a reboot. So when I brought the phone back which was literally only 30 minutes since I bought it, they told me "its normal and will work itself out in a few days." WTF?

Then I went home with the second phone and everything worked perfectly except for two things. One, no matter what I tried, the phone clock just would not sync with the network clock and the "H" button on the keypad would not register unless depressed really hard and there was no clicking feedback. So I brought it back again and now they tell me "all BB's are like that, you always have to set the time and date manually." Again, WTF?

Anyone else fed a line that almost forced you act uncivilized?

If I went into a store and got those responses, I would be demanding to talk to the manager ASAP. And then I would ask for the name and number of his boss.

**patrick533** · 08-25-2010, 01:45 PM

Originally Posted by shansmi

Wrong! As an AT&T employee that is just outright offensive. Funny people only remember the bad apples and not the guys that spend hours helping others.

Posted from my CrackBerry at wapforums.crackberry.com

They just took pretty darn good care of me on my family plan with my 2-year upgrade and they give me personally a new phone every year.

For whatever reason my other 3 phones on the upgrade did not ship for 24 hours and they overnighted them that day so I would have them the next day because I had to call back and ask why I did NOT get the E-mail they told me to expect.

The last time I had a service problem, I called and identified myself as an RF Engineer and told them why and where I thought the problem was in my area. The field repair manager called me back personally and thanked me for the tip, he said they were fixing the problem as we spoke. I went for a drive and sure enough, they were working at the site.

If you can get me better service then AT&T in Cali, just let me know who that is! I have been with them ALL in this state. AT&T is NOT perfect but they are head and shoulders above the rest where I live!

**sjsplaty** · 08-25-2010, 02:43 PM

I just bought the Torch at an ATT factory store. I have been a T-Mobile customer for 15 years, but my new home does not have a strong Tmo signal. I kept my Tmo phone for the UMA feature, which is priceless when traveling internationally. Anyway, I went in to buy a Torch for myself and upgraded my wife's iPhone. The rep told me that both phones were 4G ready, and that they would only need a software update. I corrected him on both accounts, but he insisted. This sounds pretty much like misinformation, and a lesser educated consumer would have believed it.