AT&T Asks Its Customers to Become Unpaid Network Testers
Very Happy
I have been saying for 2 years now we needed a way for customers to report issues without having to call in. Every customer service rep is different and alot dont file these network trouble tickets to the engineers. AT&T had employees testing this app and I think its a great way for a company to be proactive about correcting issues. The only way our engineers can know anything is by people reporting it. Not just talking to Joe Blow off the street about how horrible their coverage is. This now puts the power in the customers hand to report issues every time they get a call failed, dropped call, blocked call, slow data speed, long time to send an SMS. What other carrier does this?
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i like the idea of this...but what about people who dont have iphones?
i have a feeling this might come back to bite us. this means that every time a customer with iphone loses signal or goes from 3g to 2g and thier data slows down there will be a flood of reports sent out. i'm not sure how long this will last.
i have a feeling this might come back to bite us. this means that every time a customer with iphone loses signal or goes from 3g to 2g and thier data slows down there will be a flood of reports sent out. i'm not sure how long this will last.
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Putting aside my allegiances for a second, in all reality this just another publicity stunt. In theory, phenomenal idea. In terms of execution, it would make sense to test with Iphone users first, as they generate the most ARPU, are the ones most affected by 3g coverage or lack there of, and have the easiest device to have this sort of system created for.
But in the end, shouldn't AT&T be able to pull up their own dropped calls history and called failed call attempts. I know on the VZW side this can be pulled up by any rep with system access, so I'm sure the techs have access and their is reporting for it, because heaven knows big industry loves it's reporting. Reports on reports for reports that were run.
And in terms of no coverage...
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But in the end, shouldn't AT&T be able to pull up their own dropped calls history and called failed call attempts. I know on the VZW side this can be pulled up by any rep with system access, so I'm sure the techs have access and their is reporting for it, because heaven knows big industry loves it's reporting. Reports on reports for reports that were run.
And in terms of no coverage...
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Thats what I was saying.
We all know they have a way of knowing about how many dropped calls and vice versa. This will just be a way the people feel like their making a difference and that they have power and influence when they really don't.
AT&T will be dumping this data every hour, its useless for one. A verizon fanboy can get a AT&T phone get the app and submit nothing but negative reviews everywhere he goes and at&t will not react because its all a publicity stunt anyways. Thanks for trying 😎
Any good salesman knows one of the key essentials in profit is selling confidence, ask a local stockbroker and before your off the phone you will be buying sprint stock. 🤣
We all know they have a way of knowing about how many dropped calls and vice versa. This will just be a way the people feel like their making a difference and that they have power and influence when they really don't.
AT&T will be dumping this data every hour, its useless for one. A verizon fanboy can get a AT&T phone get the app and submit nothing but negative reviews everywhere he goes and at&t will not react because its all a publicity stunt anyways. Thanks for trying 😎
Any good salesman knows one of the key essentials in profit is selling confidence, ask a local stockbroker and before your off the phone you will be buying sprint stock. 🤣
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You honestly believe an influx of VZW fanboys are going to start paying $90/m so they can attempt (and most likely fail) at skewing results...
- VDubb
- VDubb
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i dont believe that's what they were implying. i believe that disrespect was saying it's possible that numbers can be skewed by fan boys or even by people with iphones that just want to be jerks and get that app to mess with att.
stranger things have happened.
stranger things have happened.
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go f*ck yourself you pretentious prick. you wanna have a discussion lets have a discussion, you wanna make unfounded accusations go ahead. you're the one who's ignorant.
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It won't be a VZW fanboy problem. To make the report the fanboy would have to go get an iPhone and pay for the phone, and the monthly service. If you really hate AT&T enough to pay for a cell phone just to screw with them, you have some real mental problems. There may be 1 or 2 of those out there, but not enough to matter.
It is possible existing AT&T customers will file bogus reports in an effort to get even better service in their area. But then, those people are probably calling customer service and making complaints now.
It is possible existing AT&T customers will file bogus reports in an effort to get even better service in their area. But then, those people are probably calling customer service and making complaints now.
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Obviously numbers can be skewed by intent, as well as end user ignorance - think 911 calls to report no ketchup for their french fries with their order at the local choke and puke drive-thru.
Any large group will have a small percentage of 'outlaws' that will abuse the system (whatever the 'system' is), and why error correction is often a major part of any help desk report function. The thought of all those unlocked/jailbroken iPhone users running on other networks submitting reports to AT&T has to be under the heading of stranger things have happened.
Any large group will have a small percentage of 'outlaws' that will abuse the system (whatever the 'system' is), and why error correction is often a major part of any help desk report function. The thought of all those unlocked/jailbroken iPhone users running on other networks submitting reports to AT&T has to be under the heading of stranger things have happened.
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i dont believe you will be able to report an issue with a network you dont subscribe to. it makes sense that unlocked iphones would NOT have access to that app since they no longer subscribe to att.
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I'm trying to say that a few VZW fanboys won't make an impact on the actual results. 10 out of 1000 is an insignificant factor. Also, I'm sure AT&T can tell phony reports from real ones (e.g. a report saying that AT&T's service sucks in one area when many others are reporting only a couple of issues in that area).
- VDubb
- VDubb
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Sure they can pull reports... but this will give GPS location of where it happens... hence the name "Marks the Spot".
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Even if it is just a publicity stunt it is a great move. When dealing with the masses, it is better to have the appearance of being concerned and not care than to care but not show it. Customer walks in store and announces that their phone died. If the rep does not express empathy but goes straight into options this is a negative experience even though the rep does everything possible for the customer. Whereas another rep might express empathy but not care at all and maybe not give all options available. The customer believes the latter rep is a more customer friendly one. Same here. Verizon is testing it's network against its rivals everyday and spending money but if this is not seen or talked about as much as this new app... Who kn...
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Is the application automatic or is it a manual process by the user? If they are having data issues, how are they going to send the report? Will they wait until they're in a better coverage area and then send it in or will the app do that automatically? I don't see this reducing calls, because those who bother to call in the first place probably won't be satisfied with merely sending a report and then getting a confirmation receipt.
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This is not in atempt to reduce calls anyways... Its about building client (Investors) confidence.
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Disrespect said:
This is not in atempt to reduce calls anyways... Its about building client (Investors) confidence.
Correct 😎
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Hey there,
I have worked for VZW for years. Most of the CSR's, depending on level of experience and training, have access to dropped and failed calls. This information is readily available to our engineers to determine where coverage needs to be improved, and where capacity needs to be increased. If we have a base station that continually blocks calls due to full capacity, we add another cluster to allow for additional calls to be carried.
Customers also have the option of dialing "**" and pressing send, to mark the location of a "bad call," one with static, echo, or one-way voice. Performance issue such as these are not as easily identified by the aforementioned systems.
I think it's great your company is doing this. Customer feedb...
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I have worked for VZW for years. Most of the CSR's, depending on level of experience and training, have access to dropped and failed calls. This information is readily available to our engineers to determine where coverage needs to be improved, and where capacity needs to be increased. If we have a base station that continually blocks calls due to full capacity, we add another cluster to allow for additional calls to be carried.
Customers also have the option of dialing "**" and pressing send, to mark the location of a "bad call," one with static, echo, or one-way voice. Performance issue such as these are not as easily identified by the aforementioned systems.
I think it's great your company is doing this. Customer feedb...
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This forum is closed.
