Extrordinary Service

wendyraye · ‎02-07-2012

As I get on in age, I don't "get" stuff as easily as my younger self. My hearing has also taken a hit. These deprivations would make it difficiult for a phone technician to walk a customer through several steps to get all her products working correctly. Tonight, I happened upon a young man named Sean {Personal content removed}. This young man was not only pleasant and knowledgable, he had patience, understanding and empathy working with an elder customer.. Very often my side of the exchange was one word: "What?" I appreciate those of you who have not been satisfied with customer service, but on the contrary I have always be amazed by AT&T 's staff being cordial and knowledgable. Sean {Personal content removed} deserves recognition for his superior manner and for resolving my issues with grace.

texasguy37 · ‎05-18-2009

It is nice to see a positive post now and then. If you would like to make sure that your positive comments are passed on to Sean's supervisor, send a PM to Alex who is an AT&T Community Manager on this forum.

oufanindallas · ‎02-08-2010

I find your experience to be the normal service and those few that post here are the exception. I've always had great service the few times I've had to call in.

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

dhascall · ‎04-21-2008

oufanindallas wrote:
I find your experience to be the normal service and those few that post here are the exception. I've always had great service the few times I've had to call in.

Pretty much the same experience as Oufan. That being said, every service has their bad apples (such as "Bad Mike") but I have been satisfied, for the most part.

I do understand that there are some who have valid concerns. It blows when it happens to you but I do see a downward trend in the # of legitimate issues.

parrib1 · ‎02-08-2012

I really would concur that the service I have received from AT&T UVerse staff has been pretty darn good. My issue is that I am drawing on way too big a sample. I have spoken with tech support more than four time and had a service tech to the house once after the initial install. The folks that have followed up on the tech support issues have been very professional and very personable. The problem is I am tw0 days away from having AT&T UVerse two weeks. Having a half dozen tech support issue in a dozen days is a bit much. I must say they have all been very professional and pleasant interactions.

dhascall · ‎04-21-2008

parrib1 wrote:
I really would concur that the service I have received from AT&T UVerse staff has been pretty darn good. My issue is that I am drawing on way too big a sample. I have spoken with tech support more than four time and had a service tech to the house once after the initial install. The folks that have followed up on the tech support issues have been very professional and very personable. The problem is I am tw0 days away from having AT&T UVerse two weeks. Having a half dozen tech support issue in a dozen days is a bit much. I must say they have all been very professional and pleasant interactions.

If you are still having issues, I would recomend contacting Alex, via Private Message with what is going on (specifics).

Your experience is not normal. I had to call for service about a month after my install, due to lost connection. The cause? A proximity lightning strike had nailed a diplexor and that had to be replaced. Hardly AT&T's fault but the Tech said that the original installer could have grounded it better but the failure still would have hapopened.

wendyraye · ‎02-07-2012

After reading the replies, it seems that the overall concensus is that AT&T service is excellent most of the time.While I am excited to know this, it shows that AT&T as a company, has been maintaining consistant friendliness and professionalism to customers as a rule. I also think that those who acknowledge good service must continue to do so when warranted because people with nothing negative to say, stop saying anything. It is so important for people to be praised for their service as it encourages themselves and others to keep it going. The praises should outweigh the negatives, but somhow we are usually compeled to only write about the mishaps.I love positive feedback as a tool for excellence and I hope consumers will continue to acknowledge the do gooders.

texasguy37 · ‎05-18-2009

It's human nature. People are much more likely to go out of there way to post about negative experiences or having issues than they are to post about positive experiences or having no issues. You frequently see people who post here about a negative experience vow to post about it on every forum that they can find and to tell all of there Facebook and Twitter friends to stay away from U-verse.

Using the feedback that you see posted on the internet to get a consensus about the quality of a service will usually result in a wrong conclusion.

dhascall · ‎04-21-2008

Wendy - to expound on texasguy's post, in support forums' "account and billing" type sections, complainers and those with problems will outnumber complimentary posts, twenty to one, at least. That is mostly is okay as long as the concerns are legitimate and not "anti-AT&T" hayer type posts. I would not be too concerned seeing up to a few dozen "trouble" posts here, a day as that is a mere drop in the bucket of total subscribers.

ATTAlexCM · ‎12-05-2005

Thanks everyone!

wendyraye wrote:

As I get on in age, I don't "get" stuff as easily as my younger self. My hearing has also taken a hit. These deprivations would make it difficiult for a phone technician to walk a customer through several steps to get all her products working correctly. Tonight, I happened upon a young man named Sean {Personal content removed}. This young man was not only pleasant and knowledgable, he had patience, understanding and empathy working with an elder customer.. Very often my side of the exchange was one word: "What?" I appreciate those of you who have not been satisfied with customer service, but on the contrary I have always be amazed by AT&T 's staff being cordial and knowledgable. Sean {Personal content removed} deserves recognition for his superior manner and for resolving my issues with grace.

Welcome wendyraye and thank you for sharing your positive experience. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update. We'll make sure that Sean receives your commendation.

Regards,
Alex

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wendyraye · ‎02-07-2012

I do know that complainers will always post anywhere they can. As for posting, sadly they are a majority. My point was, that those of us not complaining, should take the time to acknowledge good service by a customer rep. If people wrote a note about a good experience it is a compliment to the employees. I just say it gets overlooked and I wish, if deserved, we would compliment more often.

oufanindallas · ‎02-08-2010

wendyraye wrote:
I do know that complainers will always post anywhere they can. As for posting, sadly they are a majority. My point was, that those of us not complaining, should take the time to acknowledge good service by a customer rep. If people wrote a note about a good experience it is a compliment to the employees. I just say it gets overlooked and I wish, if deserved, we would compliment more often.

And while it seems like there are a lot of negative posts in here, you are right, those that have problems are more likely to complain than those who have no issues. I work technical support for my company and I've yet to get a phone call where someone says "Just wanted to call and let you know, great product this year, had no issues." There are a few posts in these forums where it's obvious the poster doesn't have UVerse based on their post, but you don't need to have the service to sign up and post in here.

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

glen7829 · ‎02-08-2012

It's human nature.  People are much more likely to go out of there way to post about negative experiences or having issues than they are to post about positive experiences or having no issues.

I cant stay that is true, most of the time when you see bad reviews its cause its bad. Not to say you cant have a great experenice. But if reviews say bad , it usually is.

Any product i ever buy i look at the reviews and if they were all bad i would never buy anything online.. but there not..

So I figure you got the good experence , and bad experence that usually makes it to the reivews or forums.. While the people that dont go usually have a uncareing feeling from the experence. Thus nothing great was done or nothing bad was done. Thus in my opion thats bad cause a service should want to make the user feel Good and excited about there service like they done for the Orginal poster..

So when you see 1 out of 10 post being bad...it tells me they dont go out of there way offten to help or make the experence great. Thus resulting in alot of upset people.

I work technical support for my company and I've yet to get a phone call where someone says "Just wanted to call and let you know, great product this year, had no issues.

Thats cause the person you call is usually someone you never talked to before. Unlike your doctors, or mailman ect that you see all the time and can express how great or bad there doing.

cheers

glen

texasguy37 · ‎05-18-2009

glen7829 wrote:
It's human nature.  People are much more likely to go out of there way to post about negative experiences or having issues than they are to post about positive experiences or having no issues. 
I cant stay that is true, most of the time when you see bad reviews its cause its bad. Not to say you cant have a great experenice. But if reviews say bad , it usually is.

What's not true? I did not say that someone who posts about a bad experience is not telling the truth. My point is that those who have bad experiences are much more likely to go out of their way to post about those bad experiences, and those who have no bad experiences are less likely to go out of their way to post that they have no problems. It's human nature.

Also, there is a difference between posting a review of a product or service and posting about an issue that you are having. Reviews are typically not posted on this forum. This forum is mostly for posting about an issue or a question that you have have U-verse. Thus, most of the new posts that you see on this forum will be from someone with an issue that they have been unable to resolve after contacting someone at U-verse. At that point they are frustrated and negative about U-verse. Thus, if you use this forum to get an overall view of the quality of the U-verse service, it will probably be the wrong one.

Some other forums, such as dslreports.com, has a section to post reviews. When you look at the reviews for U-verse posted on that forum, there are many more positive reviews than negative reviews. Reading those reviews might give someone a better view of the service than reading the messages on this forum.