thank you for calling

I’ve spent the last couple of days deep in the trenches of undercover customer service research via multiple phone calls. Our internets have been on the blink, and after one unsuccessful repairman trip, I wanted to request another. Allow me to illustrate AT&T’s World of Automated Prompts, which go something like this:

‘I see you’re calling from (number). Is this the number of your AT&T account?’ me: ‘No’. ‘Sorry, I didn’t quite catch that. Is this the num-‘ me: NO! (pause) 'I see. Please say or enter the number of your AT&T account.’ me: Punching numbers. Not even going to attempt saying them. This isn’t my first rodeo. ‘We need to know why you’re calling so we’ll know how to direct you. Are you calling about your Dish network service, DSL inter-‘ me: DSL! (pause) ‘Thanks. I need some more information. Just say what problems you’re having. You could say ‘Outage’, to report an Outage, or (list of things that don’t apply to me, then finally), or say ‘Repair’ or ‘Technical Support’ me: REPAIR! (pause) ‘I think you said you need Repair service, let me transfer you to a customer service representative. In case we get disconnected, is the number on the account a good number to use to reach you?’ Me: NO. ‘Please enter a contact number’ Me: punching buttons again. ‘Thanks. You’ll be connected shortly’

A few minutes later, hopefully…

AT&T Rep: Thank you for calling AT&T my name is BlagedyBlah may I have the number on your account?

Me: mumble the number again. Didn’t I just give you this?

AT&T Rep: And is this a good number to reach you in case we get disconnected?

Me. MumbleNO. Mumble cell number. Why did I have to punch this into your system if it doesn’t show up in front of you?

AT&T Rep: Who am I speaking with?

Me: Mumble info.

AT&T Rep: Okay, how can I help you today?

Me: Tell my story. Again. My internet is cutting out. Still. There’ve got to be notes about it in the system, right? This is the sixth time I’ve called in a week. I just want another repairman to come to my house. Please. Repair.

From here it’s gone 2 ways. First, I was put in a cue to speak to tech support, only to find that I was really just in another cue for another rep who needed to hear the whole story again before saying something like ‘oh, you need line maintenance’ me: YES! ‘call this number and select your state and go from there’. Me: Can’t you just transfer me somewhere to make an appointment with a technician? Them: ‘NO.’

So I call the line maintenance number, and as the automated system starts reeling off states I’m ready. Except they never say Texas. So I wait, and wait, they’ve finished the list and there’s nothing else, and finally I push a ‘0’ out of desperation and get kicked to another sales rep, who needs to hear it all again. And everyone I speak to needs both my AT&T account number and my contact number.

Which is funny to me, because they don’t want to call you back. Case in point, during one of my calls yesterday, something was actually wrong with their side of the line…it was cutting in and out, and the lady rep kept apologizing and asking me to repeat what I was saying. I shouted to her to just call me back at my contact number so we could get a better connection, to which she replied, ‘I’d rather not do that, ma’am!’ I shouted back that I could call her back if she’d give me a direct line, but apparently that’s a no-no. Of course, I was welcome to call back and go through the prompt system again. So we kept shouting at each other until she transferred me to another rep that magically lined up a guy to come out this morning. I asked if she was with Line Maintenance. She said she wasn’t and if my problem was taken care of I should have a good day and thanks for choosing AT&T.

The other way it’s gone is that I’ve been told Line Maintenance would be calling me… so I wait, and an automated system calls me that says: ‘We’ve checked your line and it seems to be fine. If your problem has gone away, press 9. If not-‘ and the call is dropped. ‘If not…’ what?! It hasn’t gone away, it cuts in and out, I need you guys to come still! But you can’t call them back at the number that shows up in your caller ID. You have to call AT&T again. And begin the whole ordeal from the beginning.

Horrible. Frustrating, awful system of customer service. We went with AT&T because we dislike Comcast so much… my experience with them was also plagued with shoddy customer service.

CRAZINESS. John the AT&T guy just left – he messed with wires and gave me a new modem, so we’ll see. But holy mackerel.

I would also like to offer up the following wish… I would love to be able to go to a Jiffy Lube or another of those express oil change/state inspection joints and just get a good oil change/fluid check/inspection without them trying to up-sell me on sixty and eighty dollar filters, fuel injection flushes, and who knows what else. Seriously.

To end on a pleasant note, yesterday I needed to kill some time and decided to head for my favorite pho place in the city, Pho Tan Loc over on Bellaire just down the street from Sharpstown Mall. I was introduced to it back when I started working for one of my anime companies. I doubt I would've had the courage to go in and try it by myself, but those guys had canvassed the area and knew what was what... plus, one of my friends was Korean and we relied on his knowledge and experience to guide us. The prices have gone up a bit... a number 15 small used to be $5.50, and now I think it's $7, but it's still the most flavorful pho ever. (and it's out to your table in 5 minutes!)




then I went down Bellaire toward the Beltway to Star to get a lovely and refreshing bubble coffee drink... sooo tasty, and cheaper in this part of town:





Another great place in this part of town is House of Bowls ... really good food, and the noodle and egg plate looks sort of gross but is totally delicious.