For any of you who doubt AT&T's knowledge...

[treyjustice]

I've had nothing but positive things to say when I've talked to AT&T.

I have a serious problem with the OP.

I work retail. Which is very similar to this AT&T rep the OP talked to. I get people who come into my store and tell me that I don't know anything about the products I sell. Or try to argue with me about previous products that we've offered that we never in fact offered. I am the one who gets trained about our products, I'm the one they pay to know things, I'm the one who has worked at the location for nearly four years and you guys are the dumb people who think they know everything.

Before you tell someone who works for a company that they're wrong maybe you should think before you speak. If she claims she could've gotten you a white iPhone 4 preorder and that's what you wanted, why didn't you just ask her to do so? If it turns out she couldn't what would it have cost you? A couple minutes of your time? Maybe you could've even gotten that white iPhone 4 instead of a black one.

Or maybe you should just give that AT&T rep your work phone number and address so that she can stop in on her time and tell you how you can't do your job or that you don't know anything about your job. Same deal.

You sound like an ass, and it's the main reason why I think America is getting more and more stupid by the year. After having talked to people like yourself I always tell my coworkers I feel dumber having talked to you people.

Being nice to people goes a long way. You should try it sometime.

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[treyjustice]

Well since apples been producing millions of iphone 4's since April/May there has to be some white iPhones (unless something went wrong producing the white glass) we've even seen white parts leaked. You never know there could be some white on launch but we will see next week.

Most likely there was a defect. I'm guessing something to do with the case since that is really the only difference...

 

[Middiebear]

I worked for a major Midwestern cable company for a while. I was paid a few bucks above minimum wage, yes, but I was always left in the dark about what was really going on in the company. The problem with call centers is that there's such high turnover that there's not enough training and definitely no standardized way of informing your staff as to what's going on. To top it all off, there's a HUGE lack of expertise. I lasted maybe eight months and then I just couldn't work there anymore. In my experience, management could care less about staff morale, so long as they had enough people to answer the phones.

Agree 100%.

Customers will call in with questions regarding just about everything under the sun, and the training the average CSR receives is definitely inadequate for the vast amount of problems customers call in about.

The CSR has to search for the information regarding the customer's concern and that is unfortunately usually much more difficult to find than it should be.

I think the CSR the OP is referring to should have known basic information about the new iPhone like the white being currently unavailable; but it's not like there's a huge sign that pops up when the CSR is on the call stating that only the black iPhone 4 launched during the pre-order...

BTW: What department were you speaking with? Because Customer Care reps can't even order the iPhone for customers, we always have to direct them online or in-store?

 

[Middiebear]

I would say that close to 90% of the time, reps in stores

That's true.

You have to take the time and responsibility to educate yourself as a consumer in today's world.

I've worked retail and I'll admit that most of the times the customer knew more than I knew when it came to the products in the store.

Most people who work in-retail (and in other areas as well) are there for a paycheck, not to be experts...