Be more specific.

I was having little to no reception and dropping many calls on my 2125; and it even happened with my cheap little Nokia 6030. As for my fiancee, she was able to access her e-mail, but is no longer able to.

How is she using her e-mail and what device is she using?

Through the Media Net, Blackjack.

maybe its cause you need a pda plan and not media net...

It doesn't matter what plan she uses, it still doesn't work.

Okay, contact customer care, don't go into a store to troubleshoot. Don't go into the store unless you need to do a sim swap, or need help with navigating the phone (this only being if you are having trouble with the rep on the phone, it is hard for them to SHOW you how to do something when you can't SEE what they're showing you, go into the store if you can't understand the oral instructions.) Just remember, the basic customer care will have to go through the basic troubleshooting steps, (oh! that's why it didn't work! It wasn't plugged in!) before they can step it up to tier 2 techs, this is to weed out the people who pretty much don't know where the on button is, and is a necessary step to cut back on call flow so that people with serious...
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I do what I know how to do, being a WSC rep for at&t. It's funny that it was working at first, and not anymore.

Has the phone been power cycled? IS it on the right rate plan? Has the phone been power cycled SINCE the rate plan has been changed? As previously stated, most reps can't diagnose EVERY problem with EVERY phone just by looking at or fiddling with it, because we carry about 30 phones at a time... that's like saying, Okay Mr Cingular rep that you say you are, why can't YOU fix it?

Caution_BiPolar said:
Has the phone been power cycled? IS it on the right rate plan? Has the phone been power cycled SINCE the rate plan has been changed? As previously stated, most reps can't diagnose EVERY problem with EVERY phone just by looking at or fiddling with it, because we carry about 30 phones at a time... that's like saying, Okay Mr Cingular rep that you say you are, why can't YOU fix it?

Yes, Yes, Yes. As an at&t rep [You should know what company that you work for, IMHO], WSC ONLY handles handsets, NOT internet issues. Please know all facts before being an ass!!!

Our signs still say Cingular, so at this point, what difference does it make?

I'm not even sure what WSC is, unless it's warranty service center, but in that case... agents typically SELL the phone, and can help with basic functionality, not trouble shoot them... that's what IT is for. Dial 611.

Warranty Service Center [Also know as XBM]. Ya know, the people that send out replacements? You assume I don't know what 611 is. [If you're as helpful to your customers as you are to me, I feel sorry for the customers that you deal with.] 611 isn't really helpful. She's been having problems since before the post was made [August 13th]. At this point, she's been using her T-Mobile phone for internet, due to the run-around that we've been getting.

Well, if you came into the store with the attitude you have, I'd take your advice given on the other thread and "Kick the bitch out". I help as much as I can, and if I can't help, I refer them to IT. If IT can't fix the issue, it's possible there is an issue with the phone. They'll "flash" it, and if all else fails, they send them to... a service center to switch the phone. If after all that you still have an issue, I'm with whoever told you "I don't know what to tell ya". You're screwed, I guess.

We went to the store, humble and polite, thank you very much; because I know what it's like to get talked down to. When reps are as mean as they are, the niceness goes away. They did NOTHING to help, nor offered me a Service center. They didn't wanna help, they just wanted us to buy a phone at full cost. Now do you see why I'm angry.

I understood why you were angry from the beginning, I just never understand why people blanket an entire company for being like a single (or, maybe even a handful of) employee(s). I have my own hatred for AT&T because it's unorganized for the most part, and the agents I've worked for have seemed more like a High School afterschool club than a functioning business, but I know I take pride in the work I do, so of course I take offense to someone ranting about the ignorance of some poor sales kid who could very well have no idea how to function a BlackJack, much less fix one. He probably doesn't know how, his manager likely doesn't either, and half the people at Care wouldn't know, either, cause it's a big ass company that has jumped on the ban...
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You're right. There's hardly any emphasis on customer service. I make sure that when someone calls me, even if it's out of my area, I try to assist them the best that I can, and then I get them to the right area [which is why my AHT (Average Handle Time) is purely ****, but that's neither here, nor there]. There's a difference between can't help, and not wanting to help, ya feel me?

chocolateman85006 said:
"Inconsiderate assholes" is a better translation.

nope. we get paid to sell, not help. sorry, but that's what customer care is for. if it isn't busy we will try and help all that we can. if there is a line we HAVE to sell. just like you have metrics, so do we. and ours are more strict than those for customer care. also, our bosses get paid on commission like we do and they want to make money... sorry, but that's just the way it is. customer care is there to answer questions and billing, the store sales reps are for selling.

choco has problems just ignore him, he used to think veirzon was all that for a good year, and hated cingular with a passion and talked about it in every post he could. Then for some made up reason verizon became the devil, then he tried sprint and that didn't work out for him ether. After that he went back to att and has bragged how much better att is then verizon, but now he bought the dash with tmobile, so now once again is back to hating on att.

I'm using at&t still, and T-mobile. What do you have to do w/ at&t?

crackberry said:

chocolateman85006 said:
"Inconsiderate assholes" is a better translation.

nope. we get paid to sell, not help. sorry, but that's what customer care is for.

Customer care doesn't always help, that's the thing.

I understand your frustration but trust me not all sales reps are jerks , when I was a rep I helped my customers because it was the right thing to do and because I realized that if I treated them well they would refer me to there family , co-workers and friends . If you find a good rep stick with that rep. Unfortunately 😳 there is now increased pressure to meet metrics so employee turn over has increased which always leads to a brain drain , sad indeed. 👀 ☹️

Understandable, but they should still do what they can instead of blow people off. As a WSC rep for at&t, I finally understand what people are yelling about, as they constantly complain that the cor stores are rude and unassistive.

it's not that we don't understand when something like theses things come up, but you have to understand that sometimes as reps, we get hit over the head w/ problem after problem and get fingers pointed at us and cursed at and sometimes have phones thrown at us. So more than likely you probably got a rep that was really having a bad day and probably just about to lose it. Having said all that it is still our job to help, we may not have all the answers but we can guide you in the right direction to get you help. So try and cut some of the reps some slack, there are a few that love their job and will try and help you.

I will try. I apologize for sounding rude.

Well maybe you should whine at Customer Care then, cause it's their resonsibility, not a Retail SALES Rep

The one problem with calling cust service(being a CS rep myself) is that when your are trying to explain how something works on the phone to a customer, it is pretty hard to do so via the manual. it is so much easier to explain how something works when you are either there showing them how to do it or have the same model of phone the customer has.

Bi_Polar has no idea what he/she is talking about.

A sales rep should give a damn because they should want that person to stay with their company. Even if they can't fix the problem, they should at least show empathy. In out department [WSC, for those that don't know], we get in big trouble if we show no empathy.

When customers get wild on me and tell me they are thinking of switching to a another carrier, I tell them to go ahead. It makes them turn completely around, "Oh WELL, I don't know if I REALLY want to do that."

Yeah, exactly. Suddenly it gets through your head that you really do love AT&T, and you are just being a jerk trying to take advantage of everything you can get.

Sorry, but I don't care if you leave or not. Yes, I know we are the best carrier and everyone should be with us, but if you are a jackass about everything I'd rather you go to Verizon and hassle them instead of us.

I'd love to do that, but that's immediate termination for us.

What are you talking about?

What you said: telling customers that you don't care if they switch. If I said that, that would be immediate termination.

Do you just have the most nazi manager on the planet? Don't you work indirect?

I'm a CSR for the warranty department. It's not my supervisors and managers that make the rules. It's the people above the people me that determine that. Call centers have different rules than stores do. Don't get me wrong: I'd love to tell asshole callers to go to Verizon, but I'd need a back-up job first.

Really. I was just at training with a few guys from there, and the manager, they seemed really knowledgeable. Must have gotten a bad one.

Yeah. I hope that that guy wasn't the manager.

Really? Who says? I know 3 people personally who have them, and they all love it.

Many people at phone scoop, many people that call in to XBM [which is my occupation], my friends that have tried it, etc...

chocolateman85006 said:
Many people at phone scoop, many people that call in to XBM [which is my occupation], my friends that have tried it, etc...

That's weird. I haven't read too many complaints about it. And like I said, the people who I know seem to love it. I'm sure it's not perfect. NO phone is. But I would hardly call it "a joke".

BTW, this entire post of mine is in the wrong thread. Is there a way to edit or delete a post on here? If there is, I can't figure it out. 😕

I don't know; but it's not a big deal.