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Thank you for calling Cingular Wireless.... I'm Sorry.

Eno

Apr 30, 2005, 3:02 AM
Sorry! Sorry... I'm Sorry.

That's right folks, time to vent about our stupid opening. (mind you, I don't use it...)

Thank you for calling Cingular Wireless, I'm sorry but my system didn't reconize your wireless phone number, could I please have your full 10 digit number starting with the area code.

Is Cingular slow? Does Cingular really think the customer wants to hear…

[Translated]

Thank you for calling Cingular Wireless. I’m sorry but even before I speak with you, my systems are not able to assist you, because we don’t have the system in place to recognize your wireless phone number. I’m sorry we are retarded that way, so I’m going to ask you once more for your number because hey! I can’t see it…

There is a time and a pl...
(continues)
...
HeroPsychoDreamer

Apr 30, 2005, 8:30 AM
Whenever I've called customer care I've never been asked my cell number, I've been asked to confirm it, which the CSR would say it and I'd confirm that it's it.

I, as a customer would have to disagree with your entire post. That's just me though, I speak for myself only.
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LemuelLeblanc

Apr 30, 2005, 8:33 AM
I sorta agree with your post, but atleast Cingular has noticed there is a problem with a small percent of customers that call in and are upset we dont have there account up already and have changed the verbiage to see if this will help difuse those cust.
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SBacklin

Apr 30, 2005, 8:51 AM
Well, a lot of times, I have ran into the system errors. I would be asked by the "system" to input my number, then I get asked by the rep to say my number again because the system didn't recognize it. I get really frustrated with it.
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canddmeyer

Apr 30, 2005, 2:14 PM
Every time I call in, the computer recognizes my # for anything automated, but should I need a rep the system no longer has my #. This day and age it's hard to believe antiquated equipment like this is still around, unless Cingular requests this as another cost cutting measure.
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AWS_GUY2

Apr 30, 2005, 3:54 PM
What this issue really is is that the system does not recognize GSM numbers to well, the system (called screenpop) worked well with TDMA numbers and callers, however for some reason does not work with GSM this is likely why you are asked for your number when you get to a rep, where as the system can keep it stored
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r2blue

Apr 30, 2005, 4:28 PM
We also have to ask the number to confirm that it is the account the call is in regards too. You'd be surprised at how many customers enter the number they are calling from
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EscalationQueen

Apr 30, 2005, 6:12 PM
A lot of times though (and let's be real with this) it's not the systems fault. Alot of my TDMA customers simply refuse to use the IVR. What they don't realize is that by NOT using it and entering their number and everything else it asks for, they are just going to delay getting to a rep even more simply because that system will try and try and try to help them first.

So PLEASE attempt the automated system. then ask for customer care or service and when it asks you what your calling in reference to, say "Rate plans" and it WILL transfer you through o custoemr care. And if the automated system is not attmpted, please be patient with us reps because chances are we'll have to transfer you because you're in the wrong department.
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