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
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At&t Chat about iPad....
- Thread starter Good.Shepherd
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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
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 that I would have been
That's fair.
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.
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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.
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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.
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?
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.
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.
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...
Check the original post and quote
She said she was happy to assist him AND she would try to answer his questions
Thanks
Yeah the 2nd time.
This was the first:
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.
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.
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.
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.
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?
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.
