Customer Service Disaster

walt300s · ‎08-25-2010

I spent four and half hours on the phone yesterday trying to get to tier 2 support concerning an email issue on the iphone. The first person I talked with took all of my information, ignored most of what I was saying. Instead of transferring me to tier 2 support as he agreed, I was disconnected. He did not attempt to call me back.

On my second call I started all over explaining the issue and was told there was no record or information of my previous attempt. When this person finally agreed to transfer the issue to tier 2 support, she transferred me to to Apple. Since Apple had previously looked at the problem and recommended that I refer it to Uverse tier 2 for additional help, transferring me to Apple was not what I requested. At this point I had been on the phone for one and a half hours.

Apple called AT&T directly and set up a contact, with Randy at AT&T. After explaining the issue Randy transferred me to Joe an Escalation Supervisor. After explaining the issues to Joe, He transferred me to a tier 2 support person Curt. After reviewing the issue with Curt, he suggested we needed to Add Yahoo to the call. He put me on hold and the next thing I knew I was at the initial call in recording menu from the 800-288-2020 number asking for my account number. By now I have been on the phone for over three hours.

I hung up called back and started over. Finally I connected with a person that after listening connected me again to tier 2 support. I now talked with Fran [text removed for privacy]. She actually worked on the issue and after checking several things transferred me to Mobility. Ralph then worked on the issue.

This entire process took four and a half hours. Very unsatisfactory!! Of all the AT&T people I talked with, Fran was the first and only one to voluntarily give me her id number. She was very surprised that no one else did this.

AT&T needs to review their customer support operations and make immediate improvements!! I could certainly not recommend their service to anyone after this experience.

spd2demun · ‎07-28-2007

Since when does Apple call other companies and talk tech support? I can never get anything out of them on their own products!

That aside, what kind of Mac problem are you having?

Several people on this forum are Mac experts and I bet they can fix you up in no time.

Give it try--state what's going on and how you need help.

oufanindallas · ‎02-08-2010

spd, I believe he said it was an iPhone email issue.

On a side note, I do tech support for a major software provider and if we determine that a Microsoft issue is causing problems we can call Microsoft on our dime and conference them in with the customer to get the issue fixed. But we take our roles as the leader in support in the industry.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

spd2demun · ‎07-28-2007

OK, my bad...and was just surprised to read that Apple would make a call! Thanks for the insider info.

spd2demun · ‎07-28-2007

Guess the OP is not planing on coming back, but if not resolved, probably a much better forum is on the Wireless site.

walt300s · ‎08-25-2010

The Iphone/email problem was that some emails received on two different Iphones showed the following:

No Sender

No Subject

No Text

and on the right hand side of the screen showed a date of 12/69.

After logging in and out of email seven or eight times the message would suddenly show up properly. This issue has been erratic and does not happen with every email or even every day. Worked with Apple thru all of the iphone settings, deleted and reestablished the email account. They reviewed a copy of the original email that I forwarded from web mail and found no issues with the message. They also ran diagnostics on my computer and they reviewed. Their engineering department then suggested that we have AT&T look at the issue. My previous post was the attempt to have AT&T look at this issue.