Toggle sidebar Toggle sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

At&t Chat about iPad....

Good.Shepherd said:
Ok, wait. So I called in with an honest question (I'm not a gear head and don't stay up to the second on devices, rumors, and tech stats) and I was a bit baffled by the response and I was considered rude.

But for me to call in and ask the same question (in good faith) but to have a rude and berating response returned to me would have been proper?

I guess I'm still lost. I didn't realize that technology had become a sales environment where people were belittled just for asking.
Click to expand...

Nope, I didn't say it would have been a proper response
I said it would have been my response 🙂
I told you in my first response she was more gracious and patient than I would have been
 
Your question was dumb to Begin with. I hope she knew the answers and just didn't tell you.
 
Had to try it for myself. Entirely different results but with that many employees it's bound to happen.

----------------
You are now chatting with Dave, an AT&T sales representative.

Matthew: Hello Dave. I was curious about iPad 2 data plans. Will they have the same structure and pricing as iPad 1 data plans?

Dave: I'd be happy to assist you today with your inquiry. Before we begin, may I ask if you are an existing AT&T wireless customer?

Matthew: No I am not.

Dave: I can send you a link to the available data plans if you like?

Matthew: So you're saying the current iPad data plans will apply to the iPad 2 that's being released Friday?

Dave: Yes it will.

Matthew: Thank you so much. Can I have the link?

Dave: Click here for the DataConnect Plans

Matthew: Thanks a lot.
-------------------------

iPad plans are the a bit down the page but they're there. If I was the OP I'd have been equally confounded by the lack of a coherent response.
 
Maaz said:
Your question was dumb to Begin with. I hope she knew the answers and just didn't tell you.
Click to expand...

Why on earth would my question have been dumb? I'm trying to make a purchase decision before I leave on a trip tomorrow, and so I was doing some research.

That was a sales representative for the company who was providing the product.

What on earth is dumb about that? How on earth has it become unacceptable to contact a sales rep with a sales question about a product you are considering buying?
 
Mattstkc said:
Had to try it for myself. Entirely different results but with that many employees it's bound to happen.

----------------
You are now chatting with Dave, an AT&T sales representative.

Matthew: Hello Dave. I was curious about iPad 2 data plans. Will they have the same structure and pricing as iPad 1 data plans?

Dave: I'd be happy to assist you today with your inquiry. Before we begin, may I ask if you are an existing AT&T wireless customer?

Matthew: No I am not.

Dave: I can send you a link to the available data plans if you like?

Matthew: So you're saying the current iPad data plans will apply to the iPad 2 that's being released Friday?

Dave: Yes it will.

Matthew: Thank you so much. Can I have the link?

Dave: Click here for the DataConnect Plans

Matthew: Thanks a lot.
-------------------------

iPad plans are the a bit down the page but they're there. If I was the OP I'd have been equally confounded by the lack of a coherent response.
Click to expand...

See! That's exactly what I wanted to know, and that is a friendly and efficient way to get the information. That's what I was hoping to learn from my chat, before it went south.
 
MacDawg said:
She attempted to be friendly and helpful throughout the process (as they are trained)

She said, "I am happy to try and answer any questions for you about data plans for the iPad 2."

It is possible you could have asked her a question she DID have information about and could have assisted you

After you asked your question, she informed you she did not have any information that would help you

"Thank you for choosing AT&T" is there standard closing line

What more do you want from her?

*****

My version would have probably gone something like this....

Jasmine P.: Welcome to AT&T online Sales support. My name is Jasmine. How may I assist you today?

GS: I have a question about the data plans for iPad2.

Jasmine P.: Geez, not another one. How many times do I have to answer this stupid question today? How about you calling back when there is an iPad 2 available and we actually offer plans for the iPad 2?
Click to expand...

Unless he edited, she did not in fact say that she would try to assist him, she said she would.

I have no idea where you guys are coming from blaming the OP.

The person said she'd be happy to assist with data plans for the ipad 2 when she had no information about that. She said it twice.

OP is correct in that it would be a frustrating conversation.

I had similar experience over chat as well.

I like ATT though.

This thread is bazaar. OP probably feels like he's in the twillight zone with some of these responses, lol.
 
Good.Shepherd said:
So I was researching a bit about the 3g plans for the iPad2. I was wondering if At&t or Verizon knew anything about if the contracts and prices would approximately mimic the plans for the iPad1.

I opened an At&t sales chat box and just asked. Her response was baffling.

Jasmine P.: Welcome to AT&T online Sales support. My name is Jasmine. How may I assist you today?

GS: I have a question about the data plans for iPad2.

Jasmine P.: I am happy to assist you with data plans for the iPad 2. 🙂

GS: How will the iPad2 data plans work? Is it expected that they will be similar to the iPad1 plans? No contract required?

Jasmine P.: Sorry, we don't have the iPad 2 yet, I am sorry but you can keep checking the site to see if it comes available.

GS: Uh...I don't need an iPad2, thanks, as I am planning to buy it from apple.
GS: I was just wondering if you had any information about if your data plans would be about the same. I'm trying to decide between At&t and Verizon.

Jasmine P.: Ok, I am happy to try and answer any questions for you about data plans for the iPad 2.

GS: Uh...Great. Do you think the pricing and contract structure of the plans for the iPad2 will be about the same?

Jasmine P.: I suggest going to your local AT&T store to see if they offer iPad 2 plans. I do not have information on the plans for the iPad 2, so I really can't be helpful on that subject. Sorry.

GS: "Jasmine P.: I am happy to assist you with data plans for the iPad 2."

Jasmine P.: I know I said that.

GS: Your next words were: "Jasmine P.: Sorry, I do not have information on the plans for the iPad 2"

Jasmine P.: I know I said that, too.

GS: So... do you see the disconnect in what you said, now, and why I might have found this conversation to be a bit unhelpful, overall?

Jasmine P.: Yes I do.
Jasmine P.: Thank you for choosing AT&T.

GS: ....but I didn't choose at&t yet, that's what I'm trying to....nevermind...take care...
Click to expand...

Jcoz said:
Unless he edited, she did not in fact say that she would try to assist him, she said she would.

I have no idea where you guys are coming from blaming the OP.

The person said she'd be happy to assist with data plans for the ipad 2 when she had no information about that. She said it twice.

OP is correct in that it would be a frustrating conversation.

I had similar experience over chat as well.

I like ATT though.

This thread is bazaar. OP probably feels like he's in the twillight zone with some of these responses, lol.
Click to expand...

Check the original post and quote
She said she was happy to assist him AND she would try to answer his questions
Thanks
 
MacDawg said:
Check the original post and quote
She said she was happy to assist him AND she would try to answer his questions
Thanks
Click to expand...

Yeah the 2nd time.

This was the first:

GS: I have a question about the data plans for iPad2.

Jasmine P.: I am happy to assist you with data plans for the iPad 2.
Click to expand...

Proper response is that she does not have information on iPad 2 plans at this moment.

Also, other posters have already pointed out the problem.

The rep did not even stop and think about what she was cut and pasting in the first or second response, probably the way she was trained.

I'm sure she was told to cut and paste "SURE! I'd be happy to help you with x product"

Its not the OP's fault in the slightest that the rep could never give a simple and direct answer to his question until about 5-6 questions had been asked and 5-6 incorrect answers had been given.

The whole conversation was like talking to an automated system that can't recognize your speech pattern.
 
I'm with the OP. Customer Service is there to help you, and if they can't help you, then they shouldn't say they can. And to top it all off, nothing gets my blood boiling more than reading from a script when it's obviously not doing any good. The girl's got a job to do, and I'm sure she's got a certain way she has to do it. However, that doesn't change the fact that it was completely unhelpful. And honestly, the whole conversation sounded like an outsourced customer support agent, which in my experience has been borderline useless in every case I've needed assistance.
 
Jcoz said:
Yeah the 2nd time.

Proper response is that she does not have information on iPad 2 plans at this moment.

Also, other posters have already pointed out the problem.

The rep did not even stop and think about what she was cut and pasting in the first or second response, probably the way she was trained.

I'm sure she was told to cut and paste "SURE! I'd be happy to help you with x product"

Its not the OP's fault in the slightest that the rep could never give a simple and direct answer to his question until about 5-6 questions had been asked and 5-6 incorrect answers had been given.
Click to expand...


Was it a helpful interaction?
No not particularly

Was it typical of these types of chats and interactions?
Pretty much

Most of these folks are just doing a job with low pay, no motivation, and no more direction than being handed a script

But you wonder why the reaction the OP is getting?

I think it is because most feel like he posted about an insignificant interaction, and instead of a "cool story bro", they took up for somebody they could identify with and who was not here to defend herself because they have been in that position before themselves
 
This type of thing is extremely frustrating for me. It just shows the depths that our society is sinking to. We have workers answering questions by reading from a script, and when they have to deviate from the script they don't know what to do.

Why don't they just THINK instead???

Turning people into mindless drones is not a road we want to go down, and it's pretty scary to think about.
 
MacDawg said:
Was it a helpful interaction?
No not particularly

Was it typical of these types of chats and interactions?
Pretty much

Most of these folks are just doing a job with low pay, no motivation, and no more direction than being handed a script

But you wonder why the reaction the OP is getting?

I think it is because most feel like he posted about an insignificant interaction, and instead of a "cool story bro", they took up for somebody they could identify with and who was not here to defend herself because they have been in that position before themselves
Click to expand...

I'm sorry, because this doesn't need to get blown out of proportion, but "here to defend herself"? Really? Is this a case of character assassination?

Come on man. More like an indictment on the training policies on chats like this. Its common, and they do cut and paste invalid responses after interrupting whatever you are researching to begin with a lot of times.

Considering the way ATT (among plenty of others) thrusts these completely unhelpful and uninformative chat sessions on customers, they are due some fair criticism, which I feel is whats going on in this thread.

Really is, IMO, much less about "poor sweet jasmine" and much more about the "helpful chats" offered by many companies to assist in frustrating the crap out of you.
 
RR1818 said:
This type of thing is extremely frustrating for me. It just shows the depths that our society is sinking to. We have workers answering questions by reading from a script, and when they have to deviate from the script they don't know what to do.

Why don't they just THINK instead???

Turning people into mindless drones is not a road we want to go down, and it's pretty scary to think about.
Click to expand...

Ding ding ding!

How it hard to see that this is the problem, and this is not some ruthless attack on a poor customer service rep?
 
Can't believe the Everest made out of this molehill. If I posted on MR every time I had a dissatisfying customer service experience, I'd have little time for anything else.
 
I have been reading these posts about the chat agents, maybe they are just tired of listening to people whine because they cannot get a proper plan or the right answers even. It is not the agents fault that you have no credit or even contacted the wrong department. The one post I read from one of your ops was a fabrication as I was the agent on the other end of that chat. Your op decided to do some cutting and pasting of his own to make himself feel a little better about himself. If you want customer care , contact them, but please if you just want to whine go do it to your mommy and daddies kids.
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back