Now I know why everybody hates AWS
Okay, so I'm a new dealer (new to AWS, not to wireless) and I was determined not to be a hater and to give you guys a legitimate chance. In fact, my first impressions of the company were very good... the management was very knowledgable and very helpful, and it seemed as if the whole system was very well organized. I'm even happy with the GSM service in the area here; I took a GSM account before they actually launched the service for customers and it has been very good. Now for the bad news... I swear that AWS makes it a policy to hire the most computer illiterate dumbasses that I've ever encountered. When I call in to DSG, I get people who barely speak English, and who don't have the slightest idea what they are talking about, or even w...
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canadiantin said:Um, did you read his post?
If you hate it so much then quit, no one is makin you stay 😡
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Thank you for proving my point about a lack of basic comprehension among AWS employees. I don't work for AWS, and if I did I might think about shooting myself in the head. I know there a few of you out there who are good, you just aren't very common. I don't seem to get those of you with half a brain on the phone when I call. It's really a good thing that Cingular is putting AWS out of its misery. I take small comfort in the fact that most of the AWS employees will get the boot, and the ones that don't are the ones that actually deserve a job.
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FYI i did not read your bloody long message because i am to busy helping other att customers who LOVE our service and would not dream of leaving unlike some stuck up people
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Whew! You really told me. You ought to do yourself a favor and keep your mouth closed so that nothing else embarrassing escapes from it. 🤣
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Canadian, you really need to read what is posted if you're going to retaliate. JDigital even said it himself that he was pleased with AT&Ts service and management. He was just frustrated over encounters with customer service and such. I think you and I both know how most of the customer service can be at AT&T (although I've never had a bad experience myself). Once again, his only beef with AT&T is the customer service, which nobody can blame him...
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Being a CSR I have had my rants with other CSRs and other representatives. Especially the Warranty Exchange and Migrations Representatives.
The majority of those representatives are located in India, so there's the language and grammar barrier!
I agree completely that it's frustrating. I had a migration take almost 3 hours about a week ago, and then yesterday I had a multi-line migration got a representative, went through all the information three times, brought my customer over, and he disconnected! I was so disgusted! I then called another representative and actually got an English Speaking representative who completed the migration!
It's not that I have anything against the people from India, it's just that in a job that require...
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The majority of those representatives are located in India, so there's the language and grammar barrier!
I agree completely that it's frustrating. I had a migration take almost 3 hours about a week ago, and then yesterday I had a multi-line migration got a representative, went through all the information three times, brought my customer over, and he disconnected! I was so disgusted! I then called another representative and actually got an English Speaking representative who completed the migration!
It's not that I have anything against the people from India, it's just that in a job that require...
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I'm glad you all recognize there is a problem, but I'm having just as frustrating a time dealing with DSG (who are supposed to be picked from the "elite" CSRS), and just regular activations. The one I was talking about that took over an hour the other day was not a migration. Just some pour soul who decided to sign up for service. Makes a great first impression, doesn't it?
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I agree with you totally jdigital.i do cust care for attws and there is nothing more frustrating they when i talk to someone who has no damn idea what they are doing...as for the reps that come from india..come on....at least the pre-requesite for the job should be you must be able to speak english in proper sentances..i had someone from warranty ask me "how is going day your?" i couldnt belive it...then i asked someone (another warranty rep) how they were doing today and they said "i am not understanding your speaking"WTF....I cant belive that they talk to cust let alone reps
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I dunno guys, I kinda like calling over there, just to try and guess what made up english name they use.
like John, or Mike.
hahah
like John, or Mike.
hahah
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yeah true that is funny as hell when they do that...someone in my row spoke to someone there named clint eastwood lol
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Had two cute ones... had a guy from India named Grinhin Barhit (pronounced grin n bear it) and a lady named Ima Knutt.
Had a few psuedo-famous folks too, same name, wrong person. It would be cool to put them on a resume, though.
Have sold phones to Bill Cosby, Walter Matthau, Elizabeth Taylor (one young one middle aged), Michael Jordan, Jack Daniels and Willie Davidson ( middle initial wasn't G, but I'll take it!)
Had a few psuedo-famous folks too, same name, wrong person. It would be cool to put them on a resume, though.
Have sold phones to Bill Cosby, Walter Matthau, Elizabeth Taylor (one young one middle aged), Michael Jordan, Jack Daniels and Willie Davidson ( middle initial wasn't G, but I'll take it!)
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*slaps forhead*
good grief!
Do not get me started on that one, Canadian guy! I could go on for hours.
good grief!
Do not get me started on that one, Canadian guy! I could go on for hours.
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I don't mind primus....I think I can handle that. I did the training on monday, and the bloody thing is a glorified Google search engine.
Oooooh....and another Edmonton-ite! It's nice to see someone from my own center, joining in the rant!
Oooooh....and another Edmonton-ite! It's nice to see someone from my own center, joining in the rant!
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i had the primus training wensday, and like 4 or 5 months ago too.
i can see it causing a lot of problems when i would not even bring up the directory for me.
and from what i hear it has no customer profile window. which I accually use to do my job well and efficient.
I'm going to university in jan too.
so i'm ni the same boat as you are.
i mostly keep to myself here.
most peolpe here annoy me to no end.
i really don't care wether or not i'd lose this job.
it was fun for the 2 years i was here.
but after a while this job wears on you and you really start getting pissed off at AT&T and having a big communication problem with all of it's departments.
i can see it causing a lot of problems when i would not even bring up the directory for me.
and from what i hear it has no customer profile window. which I accually use to do my job well and efficient.
I'm going to university in jan too.
so i'm ni the same boat as you are.
i mostly keep to myself here.
most peolpe here annoy me to no end.
i really don't care wether or not i'd lose this job.
it was fun for the 2 years i was here.
but after a while this job wears on you and you really start getting pissed off at AT&T and having a big communication problem with all of it's departments.
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Actually I didn't, my TL is on vacation and the babysitter was lazy! Though he probably couldn't find me, but that's normal...eventhough i've been sitting by the doors to the outside world for two days.
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i do cust service for attws and i really think if people do not know what the policy is about something read up on and if you say something to a customer amke sure you put in the notes so somebody can fix your error w/out having to make the customer fel like he has to through "red Tape" to try to get something done that should have been done in the first place
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One of the local VZW managers just came over from running an AT&T store, she's sharp & knows what the hell she's doing. When I met her, I asked her what was up with AT&T, and she told me that Chris Corrado singlehandedly destroyed AT&T worker morale.
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Helping customers who love AWS? Give me a break! I was a CS Rep for 4.5 years and never once did a customer call in just to say Hello and I love you guys! You better be ready to loose your job. Cingular has no loyalty to any of AWS employees because they are not loyal to their own employees! You better start looking for another job because it's easier to find a job when you still have one (unless you want to move to India, Pakistan or the Philippians!
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Oh please... Cingular not loyal to their employees? Wasn't it AWE who let all those people go to replace them with a call center in INDIA? Cingular is trying to BRING jobs to the US by having vendors open US manufacturing.
Cingular is concerned with AWE employees, but will of course have to trim some positions and eliminate redundancies. We would love to be able to say no one will be let go, but that is not realistic.
From what I have heard through our internal channels is that we will try to retain as many as possible.
Cingular is concerned with AWE employees, but will of course have to trim some positions and eliminate redundancies. We would love to be able to say no one will be let go, but that is not realistic.
From what I have heard through our internal channels is that we will try to retain as many as possible.
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I doubt that they'd be letting anyone go in some of the centres that are rolling out new representatives every two weeks! Now if Cingular was going to wipe out the majority of jobs then I believe that ATTWS would be telling centres like the one I'm at to cease rolling out new representatives, as they would within time those people who thought that they had a job for the time being will not within the next few months.
On the topic of firings etc, that is a crossroads there, as you never know what a large company like Cingular might dish out (once the merger is completed), for all we know we could all be redundant and have no jobs, as it is cheaper to hire new recruits at a cheap wage and then lay-them off when it comes time to give them a ...
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On the topic of firings etc, that is a crossroads there, as you never know what a large company like Cingular might dish out (once the merger is completed), for all we know we could all be redundant and have no jobs, as it is cheaper to hire new recruits at a cheap wage and then lay-them off when it comes time to give them a ...
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From what I have heard, the call centers will be retained at least for a while. You guys know the ins and outs of your rate plans and billing platforms. We don't as yet. We will be experiencing a great deal more phone traffic in the early going as well. AWE will still serve as call center for the customers on AWE plans, Cingular will handle the CW customers, and God only knows who will handle Common Service Experience plan customers...lol.
I would say we will not be closing any call centers completely, but may reduce staffing in time. All speculation, as neither side has a great deal of info yet.
I would say we will not be closing any call centers completely, but may reduce staffing in time. All speculation, as neither side has a great deal of info yet.
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yeah when AWS took over some of the smaller carriers like suncomm and all of those, their customer care centers were still open for quite a long time, just handling those accounts they're always handled. so i think the same thing or similar would happen with this merger.
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I would have to say that most of the centres will reamin open for quite some time. There are several factors that will contribute to this. 1. Cingular does not currently have enough reps of their own to handle double the call volume if not more. You cant just take the reps who were previously handling 24 million customers and ask them to take on 46 million. It wont happen, you'll have unhappy custs and unhappy reps. 2. As was previously mentioned, most Cingular reps dont know jack about AT&T plans, services, features, etc. If you were to just throw them in blindly you would end up with a mass exodus of highly dissatisfied former AT&T customers. Yay, we were number one, for a week, until we screwed it up, oh well, it was just money.
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Just as I pointed out in other posts, the AWS OWNED call centers will remain for about a year, the contract will probably stay. I am mainly talking about the AWS OWNED centers. Even AWS had plans to reduce them across the US, that's why they sent US people to India to help set up and run centers over there. The contract centers (i.e. Convergys) are in a better place than the owned centers. When AWS absorbed some of the SunCom areas, they too stayed on for about a year and only one was allowed to become a AWS center. Remember, Cingular is shelling out big $'s and WILL be looking at making back real soon. Also remember that AWS just let go the majority of it's IT staff and project managers, most of whom were tenured employees! So don't let you...
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Either way, I Don't care anymore as to whether or not I'm kept on or fired. I intend on going to university in January to get away from the grade 7 mentality that has appeared on the call center floor.
The fact that someone with intelligence and a university degree is not welcome on our call center floor, baffles me.
The fact that you walk down the corridor toward the front door to go for a break and the person coming in from break looks at the person next to you and says "you're hanging out with HER?"
To be honest, I enjoy working for Convergys, I just don't enjoy some of the other representatives and their petty ways.
And I'd prefer to be somewhere where maturity reigns instead of stupid pettyness.
The fact that someone with intelligence and a university degree is not welcome on our call center floor, baffles me.
The fact that you walk down the corridor toward the front door to go for a break and the person coming in from break looks at the person next to you and says "you're hanging out with HER?"
To be honest, I enjoy working for Convergys, I just don't enjoy some of the other representatives and their petty ways.
And I'd prefer to be somewhere where maturity reigns instead of stupid pettyness.
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AWS hasn't taken over SunCom. I work for them. At this point, AWS is merging with Cingular, and renigging on their agreements with us. Other agreements have been struck.
BTW, the reason most activations take so long is Atlys, quite possibly the worst written billing system to come down the pike. If you're going to push your data from the server, then have simpler screens.
BTW, the reason most activations take so long is Atlys, quite possibly the worst written billing system to come down the pike. If you're going to push your data from the server, then have simpler screens.
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AT&T didn't take anything over from SunCom/TritonPCS. upon completion of the AT&T/Cingular acquisition provided no change is made to the letter of intent. Cingular will take over SunCom's Virginia market and SunCom will assume AT&T's network in Charlotte/Raleigh, NC areas, and in Puerto Rico. I feel bad for the markets that SunCom will be taking over. Horrible policies and service. 🤣
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....Wow...I guess you guys don't know, Suncom is a member of the AT&T Wireless Network, and for quite some time, I have Triton Reps sitting across from me....
Warranty Exchange
RaVeN
Warranty Exchange
RaVeN
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SunCom is a memeber of the ATTWS network but not for long. If this deal goes through SunCom is released of all agreements with AT&T! And will spin off as an independat company. And with horrible management, horrible plans, horrible service I'm sure they will go far. 🤣
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What center are you in RAVEN? Does it have NAS, WEX, CARE, and COFR in it? 🙄
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NASrep2002 said:
What center are you in RAVEN? Does it have NAS, WEX, CARE, and COFR in it? 🙄
All of the above, including Suncom/Triton...
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For you to name all of those departments, you must be in my call center... 🙄
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Nah, on lunch, like from 2-3 right...Testing the system or something...
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Hmmm.. maybe once Cingular takes over they'll boot the dealers too, lets wait and see 😉
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JDigital said:...
Okay, so I'm a new dealer (new to AWS, not to wireless) and I was determined not to be a hater and to give you guys a legitimate chance. In fact, my first impressions of the company were very good... the management was very knowledgable and very helpful, and it seemed as if the whole system was very well organized. I'm even happy with the GSM service in the area here; I took a GSM account before they actually launched the service for customers and it has been very good. Now for the bad news... I swear that AWS makes it a policy to hire the most computer illiterate dumbasses that I've ever encountered. When I call in to DSG, I get people who barely speak English, and who don't have the slightest idea wha
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LOL
I know what you mean Muchdrama. I started with CC in '99 and went through ATTWS TDMA series then into those bloody damn GSM migrations. I think I lost a few hairs from doing those.
Yeah ATTWS was on point with their management and their rep to our CC region knew EVERYTHING. It was the customer service overall that killed em (and took me away from their service)
That and the fact customers would roam on their phones and would get NO notification of roaming.... 😲
I know what you mean Muchdrama. I started with CC in '99 and went through ATTWS TDMA series then into those bloody damn GSM migrations. I think I lost a few hairs from doing those.
Yeah ATTWS was on point with their management and their rep to our CC region knew EVERYTHING. It was the customer service overall that killed em (and took me away from their service)
That and the fact customers would roam on their phones and would get NO notification of roaming.... 😲
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Personally, I take offense to letter you posted. I have worked in NAS for 2 years. We are constantly having system issues. Especially with GSM. Have you done a TDMA activation lately? I bet it only took you 5-7 minutes to get through credit check and activation, right? Well the same people that do TDMA also do GSM. Yes, there might be new trainees on the floor still trying to get used to call flow and the systems. But I hate to think of how long it took you to get used to selling phones. And the center I'm in has a training class coming out almost every week, if not every other week! If you only new how slow the GSM systems were, you would rethink your position on things. Have you ever had a computer that each time you click on som...
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