2022 This is What Happened When I Asked for Help

 AT&T Company ‘Chat’ Transcript

On June 17, 2022, I contacted our phone and internet provider AT&T, using the “Chat” feature on their website, to request help getting service restored after a windstorm knocked down the lines. 

We didn't actually chat; I typed in a message and they responded (or they sent me a canned response).

My typed messages are in black; the typed responses  of the customer service reps are in color. This is a transcript of that 69-minute chat.

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Reference Number: 16554796806762538 DATE/TIME: 2022-06-17 10:26:47

*Your chat transcript:*

Good morning!

💻 >>>>>>>>>>Friday 10:26 AM CDT<<<<<<<<<<<< 💻 

[AT&T] : Hi, I'm your AT&T automated assistant. How can I help you today?

[Me] : Phone service (and power) at XXX W___ , Madison,  went out the afternoon of Monday, June 13, 2022. We called AT&T on Monday to report the outage. Now it has been four days and there has been no sign of an ATT&T repair crew.

The residents are both over 70 years old and one of us is disabled. The cell phone we were using died, so we have no way of communicating, except using this Chat on-line (at the public library)

[AT&T] : Sorry, I didn’t understand that. Could you ask your question again with fewer words? You can ask follow-up questions later, if you want.

 Tip : You can say things like "How much is my bill?" or "I lost my phone."

[Me] : Where is the AT&T repair crew?

[AT&T] : So I can get you the right info, what service are you asking about?

 - AT&T Internet

 - AT&T Digital Phone

[Me] : Repair downed phone lines

[AT&T] : So I can get you the right info, what service are you asking about?

 - AT&T Internet

 - AT&T Digital Phone

[Me] : WE HAVE NO PHONE SERVICE

[AT&T] : So I can get you the right info, what service are you asking about?

 - AT&T Internet

 - AT&T Digital Phone

[Me] : PHONE

[AT&T] : So I can get you the right info, what service are you asking about?

 - AT&T Internet

 - AT&T Digital Phone

[Me] : AT&T Internet

[AT&T] : Choose a topic to chat about:

 - Billing, usage, plans & equipment setup

 - Payments

 - Shopping

 - Order status

 - Moving or changing service

 - Troubleshooting & repairs

 - Sign-in help

[Me] : Troubleshooting & repairs

[AT&T] : Let me try connecting you with someone who can get you the help you need.

***Connected to live agent***

***Naomi is here to help!***

[Naomi] : ​Thank you for contacting AT&T! My name is Naomi. I'm happy to help you today

[Naomi] : Hello Steven

[Me] : Phone service (and power) at XXX W___ , Madison 53711 went out the afternoon of Monday, June 13, 2022. We called AT&T on Monday to report the outage. NowiIt has been four days and there has been no sign of an ATT&T repair crew. The residents are both over 70 years old and one of us is disabled. The cell phone we were using died, so we have no way of communicating, except using this Chat on-line (at the public library)

[Naomi] : I completely udnerstand your concern

[Naomi] : No worries I will help you

[Me] : When can we expect a repair crew?

[Naomi] : Not to worry here the best thing I can do is I will quickly involve our technical specialist on chat to check this for you right away, is that fine for you?

[Me] : Yes

[Naomi] : Thank you for confirming

[Naomi] : Please do not disconnect the chat you will get connected soon

[Me] : OK

***Naomi transferred chat to Amaal***

***Amaal's here to help!***

[Amaal] : hello.

[Me] : Amaal, when can we expect someone to repair our downed phone lines? The windstorm on Monday, June 13 tore down trees, which pulled down the phone lines from the pole. The trees have been removed and electrical power was restored.

[Amaal] : Hi Steven!  My name is Amaal.  I'm happy to help.

[Amaal] : I understand how frustrating it can be to have no phone service at home. I apologize for any inconvenience this has caused you, and I can help you with that!

[Amaal] : Please do not worry, I own this case now and I will take care everything for you.

[Me] : So, when will you have a repair crew out here?

[Amaal] : Let me get the earliest available slot for you.

[Amaal] : Just to confirm, May I know the affected phone number?

[Me] : 608 XXX-XXXX

[Amaal] : Thank you.

[Amaal] : Apart from this, I just want to ask are all of your computers and devices able to connect to the Internet?​​ ​

[Me] : NO. We have no landline or internet service.

[Amaal] : Thanks for the info!

[Amaal] : Please do not worry. I will schedule the technician and completely resolve the issue for you.

[Me] : We need to go shopping for all the groceries we had to throw away and then we need to start cleaning up the huge mess that the storm created. The more precise you can be about when the repair people will be here, the better we can plan our time. That's why we need to know when you will have a repair crew out here.

[Amaal] : Sure, I am checking for the earliest avaialble slot.

[Amaal] : May I know the best alternate number to reach you?

[Me] : You have no way of contacting us. The cell phone we were using died, so we have no way of communicating, except using this Chat on-line (at the public library)

[Amaal] : Please do not worry, Since the all service is down , I will quickly schedule the technician and completely resolve the issue for you.

[Me] : Since you have no way of contacting us, how will we know when the crew is ready to fix our lines? Should I sit here in the library until you can tell us?

[Amaal] : Please do not worry, I had added valid notes in your account about the contacting issue.

[Amaal] : The technician will completely resolve the issue for you.

[Amaal] : I am checking for the earliest avaialble time slots , please allow me once more minute.

[Me] : I am waiting

[Amaal] : I am working with my tools to schedule, its taking longer that usual.

[Amaal] : I am really sorry.

[Amaal] : Steven , I can dispatch a technician to resolve this issue. There is no charge for the technician visit if the trouble is found in the AT&T network or equipment. If the problem is found inside your premises and the technician fixes your issue, you will be charged a $99 flat rate for the repair. However, any charges will be discussed by the technician.

[Me] : Fine. So, when will you have a repair crew out here?

[Amaal] : I could see that the earliest available slot is on WED JUN 22 between 12:00 PM - 4:00 PM.

[Amaal] : Shall I book the slot?

[Me] : NOT ACCEPTABLE. We called right after the line was pulled down on Monday. Didn't anyone record our initial contact with AT&T on Monday, June 13? If so, why haven't we seen any sign of AT&T around our house? If not, why not?

[Amaal] : In this case ,I will transfer the chat to my supervisor to assist you further

***Amaal transferred chat to Sanjay***

***Sanjay's here to help!***

[Sanjay] : Hi! My name is Sanjay. I'm happy to help! Let's get started

[Sanjay] : As I checked the details, I could see that the earliest time slot is on Wednesday( June 22) between 12pm to 4pm

[Sanjay] : Can I reserve it for you?

[Me] : NOT ACCEPTABLE. We called right after the line was pulled down on Monday. Didn't anyone record our initial contact with AT&T on Monday, June 13? If so, why haven't we seen any sign of AT&T around our house? If not, why not? We are very tired of waiting for a response. This is poor customer service. 

[Sanjay] : I am really sorry and we do not have any earliest time slot available, I will add the notes and in case if there is any earliest time slot we will inform you

[Sanjay] : Would that be okay for you?

[Me] : You have no way of contacting us. The cell phone we were using died, so we have no way of communicating, except using this Chat on-line (at the public library)

[Sanjay] : I am really sorry and we have slot available on on Wednesday( June 22) between 12pm to 4pm

[Sanjay] : Can I reserve it for you?

[Me] : NO Please turn this over to someone with more authority.

[Sanjay] : I am really sorry and in this case we need to check with the loyalty team and I would request you to call the dedicated team on this number to fix the issue 18002882020

[Sanjay] : Just checking to see if you are there so we can continue.

[Me] : WE HAVE NO PHONE!  We have NO phone service and the cell phone we were using died, so we have no way of communicating, except using this Chat on-line (at the public library) Is this not clear? WE CAN"T CALL YOU or anyone else until you get someone over here to fix the phone lines. 

[Sanjay] : I really understand your concern and we have time slot available only on June 22 between 12pm to 4pm

[Sanjay] : Can I reserve it for you?

[Me] : NO - PLEASE TRANSFER THIS CHAT TO YOUR SUPERVISOR

[Sanjay] : I am one of the supervisor and I have tried to get an earliest time slot, unfortunately the slot is no earliest time slot available 

[Me] : TRY HARDER

[Sanjay] : I am really sorry and we do not have a earliest time slot as of now

[Sanjay] : You can also check later in myatt app to get an earliest time slot

[Me] : You need to move us up to the top of the list.. We called right after the line was pulled down on Monday. Didn't anyone record our initial contact with AT&T on Monday, June 13? 

[Sanjay] : I am really sorry for this and I have tried to get an earliest time slot and unfortunately we do not have a earliest time slot available

[Me] : If I have to travel back to the library to use their wi-fi to contact you, it seems like it would be a better use of my time to  contact a different phone service.

[Sanjay] : Alright and in case if there is any earliest time slot we will notify you, let me reserve the June 22 between 12pm to 4pm time slot for you

[Sanjay] : Would that be okay for you?

[Me] : You didn’t answer my question about whether anyone recorded our initial contact with AT&T on Monday, June 13.

[Sanjay] : Alright and I can see the details and since there is an issue with a connection we need to schedule a technician

[Me] : Good idea. And remember, WE DO NOT have a phone, so you CAN'T CONTACT US.

[Sanjay] : Let me reserve the June 22 between 12pm to 4pm time

[Sanjay] : And in case if there is any earliest time slot you will be notified

[Sanjay] : Please make sure all AT&T equipment is accessible to do repairs. Our technician will not move any furniture. 

[Sanjay] : An adult 18 years of age or older must be on-site for the duration of your Service Call and reachable on the day of the service call. 

[Sanjay] : Ensure all pets are secured while the technician is present. 

[Sanjay] : Ensure all pets are secured while the technician is present. 

[Sanjay] : A text message will be sent to the all AT&T customers with the status of the appointment. You can reply to the TEXT with HELP and the text will be answered by our live agent which would reduce your need for call back. 

[Sanjay] : You can just note down the link to track the tech on the appointment date. The link you can use is : https://www.att.com/global-search/search?q=track+technician&autoSuggest=true 

[Sanjay] : Is there anything else I can assist you with?

[Sanjay] : May I know the best number to reach you

[Me] : HOW CAN I EXPLAIN THIS?******WE HAVE NO PHONE! *****We have NO phone service and the cell phone we were using died, so we have no way of communicating, except using this Chat on-line (at the public library) Is this not clear? WE CAN'T CALL YOU or anyone else until you get someone over here to fix the phone lines. NO WAY YOU CONTACT US. Get it?

[Sanjay] : I am really sorry and I understand your concern, unfortunately we do not have a earliest time slot available

[Sanjay] : I would request you to wait for the technician to come and fix the issue

[Me] : I think I need to CHAT WITH YOUR SUPERVISOR, NOW

[Sanjay] : I am really sorry and I am one of the floor supervisor and we have got the earliest time slot for you

[Sanjay] : We have June 19 between 12pm to 4pm time

[Sanjay] : That is the earliest time slot we have, can I reserve it for you?

[Me] : You have a supervisor. Please transfer this chat to your boss, now.

[Sanjay] : I am really sorry and I am the end point of this chat and I am one of the floor supervisor

[Me] : This is nonsense, but go ahead and reserve Sunday June 19 between 12pm to 4pm Central Daylight Time.

[Sanjay] : Alright and let me reserve the time slot for you

[Sanjay] : Please make sure all AT&T equipment is accessible to do repairs. Our technician will not move any furniture. 

[Sanjay] : An adult 18 years of age or older must be on-site for the duration of your Service Call and reachable on the day of the service call. 

[Sanjay] : Ensure all pets are secured while the technician is present. 

[Sanjay] : A text message will be sent to the all AT&T customers with the status of the appointment. You can reply to the TEXT with HELP and the text will be answered by our live agent which would reduce your need for call back. 

[Sanjay] : You can just note down the link to track the tech on the appointment date. The link you can use is : https://www.att.com/global-search/search?q=track+technician&autoSuggest=true 

[Sanjay] : Is there anything else I can assist you with?

[Sanjay] : Thank you for choosing AT&T. We appreciate your business!

***Sanjay left the chat***

__________________________________________

Bye for now! We hope we helped.

[Me] : You are going to send a text to a landline phone? You want us to track the tech online using a computer that has no internet connection?

***Sanjay left the chat***

>>>>>>>>>Friday 11:35 AM CDT<<<<<<<<<<

_________________________________________

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📞 EPILOGUE: Six days after the storm, an AT&T repair person arrived on Fathers Day, Sunday, June 19 and repaired the broken phone line in about 40 minutes.