More from **&* customer service:

The Customer Service (actually twitter monitoring) department of **&* called. They then promised resolution by 4:00 pm EDT tomorrow (102.5 hours after original order). Then when asked for clarification, they clarified that their “promise” was not, in fact a promise. So I asked, “So what I’m hearing is that nothing was done today, and that you can’t promise anything?” And then the said “Yes”, and then clarified that their “Yes” didn’t mean “Yes”. Now about 82 hours since start of the issue. This should be a French theatre piece by Eugene Ionesco.

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My attempts to add HD to my U-***** account with **&*

At about 9:30 am on the 16 of March, I placed an order with AT&T for an HD upgrade of my U-****** account. This still has not happened. I have spent over 5 hours on the phone, with me calling **&* and **&* calling me, and I have had 4 online chats. Overall I have at this pint talked or chatted  with over 17 different people.

Here is the transcripts of the chats, with various identifying features changed, but otherwise unedited:

Thank you for choosing **&*. A representative will be with you shortly.

You are now chatting with Lisa B.

Lisa B: Hello my name is Lisa B. Thank you for allowing me to be your specialist today. How may I assist you?

Thomas M*****: I want to add HD to my account. I spoke with 2 people, both who said they would call me back, and neither of them ever did.

Lisa B: I apologize for the inconvenience you have experienced.

Thomas M*****: One at about 1 pm and 1 at about 3:45 pm

Thomas M*****: It is now 6 pm

Lisa B: ‪I am so sorry that you did not received a call from us which was promised to you.

Lisa B: I can help you with that!

Thomas M*****: So add HD!

Thomas M*****: How had can that be?

Lisa B: ‪I will go head and add HD for you.

Thomas M*****: $10 a month

Lisa B: ‪yes, you are correct.

Lisa B: Please allow me a moment, while I access your account.

Thomas M*****: Thank you

Lisa B: ‪You are most welcome!!

Lisa B: ‪Meanwhile, how was your day so far?

Thomas M*****: Ok

Lisa B: ‪That sounds good, let me set this for you and make your day as Awesome.

Thomas M*****: ok

Lisa B: ‪Thank you.

Thomas M*****: Hello???

Lisa B: ‪Thank you so much for being online.

Lisa B: ‪I am unable to open your account so I will get you connected to the technical team.

Lisa B: I would like to get you in direct contact with a technical support expert for DSL service. I apologize that I am unable to assist you. Allow me a moment to connect you to an expert who will be able to assist you with your account. The agent will have access to all the information you have provided me already.

Please wait while I transfer the chat to the appropriate group.

You are now chatting with ‘Leo’

Leo: Thank you for contacting **&* , my name is Leo. Please allow me a moment to review the information you have provided.

Leo: ‪Please allow me a minute to review your previous chat.

Thomas M*****: OK I want to add HD. I’ve talked to 3 people, and 2 never called me back. How do I make this happen?

Leo: ‪I understand. I can help you with that. Let me check that for you.

Thomas M*****: Thank you

Leo: ‪You are most welcome. Is it okay if I address you by your first name?

Thomas M*****: Tom

Leo: ‪Thank you, Tom. I would like to confirm the contact number we have on your account. Will you please provide me with a mobile number so that we may reach you via phone or text with information about your **&* services?

Thomas M*****: ***-***-*****

Leo: ‪Thank you. To proceed adding HD, for your security and to ensure we protect your privacy, please verify the 4-digit passcode on your account.

Thomas M*****: The first time I called was when I receded a text on that phone. They said they would call be back with information. That was 1 or 2 o’clock this afternoon. They have not called me back. In fact another call was not returned either. So I though, since ATT in not returning calls that they promise, I’d try online clat

Thomas M*****: ****

Leo: ‪Thank you. I have authenticated your account.

Thomas M*****: Good the 4 th person to have done so .

Leo: ‪Please allow me a minute or two to add HD subscription on your ****** TV service.

Leo: ‪I am sorry about that, Tom. Thank you very much for your patience.

Thomas M*****: Thank you , I would appreciate that.

Leo: ‪Adding HD subscription now on your account. One moment please.

Thomas M*****: thank you

Leo: ‪You are most welcome.

Leo: ‪Thank you for patiently waiting, Tom. While I am creating the order, there is a pop-up error that appears on my system. That could be the cause why other agents are unable to add HD subscription.

Leo: ‪I will be contacting our Ordering Team to check on this issue in the other line.

Leo: ‪Please bear with me on this.

Leo: ‪By the way, you can also add HD subscription through your *******  online account.

Thomas M*****: I tried. When I did, I got the 1st text message to call att, they said they would return my call, and they never did. This was about 1 pm this afternoon

Leo: ‪I see. Okay. I am still trying to reach our Ordering Team to check on this issue.

Thomas M*****: Thank you

Leo: ‪You are most welcome, Tom.

Leo: ‪Thank you very much for waiting, Tom. Upon checking with our Ordering Team, there is an on going maintenance with our Ordering Tool which we use create orders for *-****  accounts. The ticket number is ********. By saying so, the on going maintenance is also the cause why you are unable to create order on your *-***** online account.

Thomas M*****: So what dies this mean? An why has no one returned any calls?

Leo: ‪We are currently working towards immediate resolution. Thank you for your patience.

Thomas M*****: I am rapidly running out of patience. several sessions online, 2 phone called over 30 mines each, one chat with two different people, over 30 minutes.

Thomas M*****: How long does this take?

Leo: ‪Please allow me a minute to check on the estimated time of restoration.

Thomas M*****: A total of over 2 hour dealing with this today.

Leo: ‪I really understand where you are coming from and I sincerely apologize for this matter.

Leo: ‪We are still double checking on this issue. Thank you.

Leo: ‪Thank you for your patience. As per our Ordering Team, they have raise this matter with our IT Department to check on the maintenance. They are given 2 hours to restore our Ordering Tool. Can we call you back later after 2 hours to update you in creating order for your HD subscription?

Thomas M*****: So I should call back at 9 pm? The 3rd phone call?

Thomas M*****: After the hour chat?

Leo: ‪We will call you back. Please expect a call from us for updates.

Thomas M*****: Yes, please call me back, though all previous agents have said they would, but not actually called back. ***-***-*****

Leo: ‪I will keep an eye on this issue and create an order for HD once our Tool is up and running.

Thomas M*****: And when should I expect that?

Leo: ‪I will update you after 2 hours through a follow call back.

Thomas M*****: Thank you. I have to go cook dinner.

Leo: ‪The HD subscription is for $10 per month, Tom.

Leo: ‪You are most welcome, Tom. Is there anything else I can assist you with today?

Thomas M*****: Thank you. I have to go cook dinner.

Leo: ‪The HD subscription is for $10 per month, Tom.

Leo: ‪You are most welcome, Tom. Is there anything else I can assist you with today?

Thomas M*****: Thank you

Thomas M*****: Yes, I know, I’ve talked to 4 people about it and been online.

Thomas M*****: No thanks

Leo: ‪No problem. You have a good evening. I bet your cooking skills are good.

Leo: Thank you for choosing **&*  ; we appreciate your business.

Need assistance in the future? Find troubleshooting tips/trick with our mobile app at *******

You may click the “Close” button in the chat window to close this chat.

Chat 2____

Thank you for choosing **&*. A representative will be with you shortly. Your estimated wait time to connect with a representative is within 0 minutes, 7 seconds.

You are now chatting with ‘Kane’

Kane: Thank you for contacting **&*, my name is Kane. Please allow me a moment to review the information you have provided.

Kane: ‪In case this chat gets disconnected, may I have your cellphone number so that we may reach you via phone or text with information about your **&*  services? If you are a non-**&*  wireless customer, text message rates and other charges may apply depending on your plan and provider.

Tom  M*****: This is about pending order *********  Two agents and one chat agent have all promised to call me back concerning this, and nothing has happened. That last was at 6 pm, where a chat agent “Leo” promised to call my phone by 9 pm (EDT) about this matter. Nothing has happened.

Tom  M*****: ***-***-****

Tom  M*****: ***-***-*****

Kane: ‪I am sorry you are experiencing issue with your order. I can help you with that.

Tom  M*****: Previously (about 1 pm) a phone agent promised to call me back. This did to happen

Tom  M*****: At about 3 another phone agent promised to call me back. This did not happen either

Kane: ‪This is not the experience you are supposed to be getting. Let me get to work on it immediately.

Tom  M*****: SO I have been o the phone for over an hour today and have been in chat previous, taking to 2 separate agents, and nothing has happened. All promises to call me back have been briken

Tom  M*****: So lets fix it right now, Please

Kane: ‪I can imagine how inconvenience it could be, if I would be in your place I would have felt the same.

Kane: ‪I will try my level best to resolve your issue.

Tom  M*****: Leo: ” ‪I will update you after 2 hours through a follow call back.”

Tom  M*****: Never happened

Tom  M*****: Order number *************

Kane: ‪I am really sorry for the inconvenience. Let me check your order.

Kane: For your security and to ensure we protect your privacy, please verify the 4-digit passcode on your account.

Tom  M*****: ****

Kane: Thank you. I have authenticated your account.

Kane: ‪Let me check your order details.

Kane: ‪May I know this order was for upgrade your package?

Tom  M*****: Yes. For HD

Tom  M*****: $10 minth

Kane: ‪Thank you.

Tom  M*****: You are the 5th agent that has worked on this

Kane: ‪I am really sorry for the inconvenience. I will try my level best to resolve your issue.

Tom  M*****: None of the others ever got back to me, though they promised to

Kane: ‪You are valuable customer for us. I feel this not the experience you are supposed to be getting.

Kane: ‪I am working on it.

Kane: ‪Thank you for waiting.

Kane: ‪HD will be up within 2-6 hours. Please stay connected.

Tom  M*****: ok

Tom  M*****: That’s actually almost exactly what the previous agent said, except it was then within 2 hours. Pardon me if I’m a bit cynical.

Kane: ‪We apologize for that.

Kane: ‪However, there seems to be an issue with the ordering system.

Kane: ‪So, I would suggest you to get in touch with our sales department of if you wish we can call you up after checking with our ordering team.

Kane: Our Sales team is available to assist you at *************.

They are available Monday to Friday, 8am to 7pm local time; Saturday 8am to 5pm local time.

Tom  M*****: So when will you call me?

Kane: ‪After an hour.

Kane: ‪Is that fine with you?

Kane: ‪I will have to check with my ordering department.

Tom  M*****: (Note” 4 previous agents have promised to call, but didn’t), don’t be #5

Tom  M*****: OK

Kane: ‪Because we are not able to place an order right now.

Kane: ‪Thank you for understanding.

Kane: ‪Please let me know your preferred phone number.

Tom  M*****: That is not an excuse for promising to get back to me and not doing so.

Tom  M*****: ***-***-*****

Tom  M*****: I’ll expect your call by 10:25 EDT

Kane: ‪Sure. Please allow me two minutes while I am arranging a call back.

Tom  M*****: OK

Kane: ‪Thank you for your patience.

Kane: ‪I have arranged a call back. And explained your issue.

Kane: ‪Meanwhile, let me also help you with a link that will guide you through the best trouble shooting steps and if those steps do not resolve your issue, it will also direct you to chat for technical support: http://***.com/****   **&*  has introduced this new troubleshooting tool named *****, which can save your valuable time.

Kane: ‪Are all your other U******   services working fine?

Tom  M*****: Yes

Kane: Is there anything else I can assist you with today?

Tom  M*****: Please get HD to work. Thank you.

Tom  M*****: I expect to hear from you by 10>25

Tom  M*****: Thanks

Kane: ‪Sure. I will explain them that how you are going from this hassle.

Kane: ‪And try my level best to resolve your issue.

Kane: Is there anything else I can assist you with today?

Tom  M*****: No

Kane: Thank you for choosing **&* ; we appreciate your business.

Need assistance in the future? Find troubleshooting tips/trick with our mobile app at *************

You may click the “Close” button in the chat window to close this chat.

Chat session has been terminated

 

 

 

 

CHAT 3

 

Thank you for choosing **&* . A representative will be with you shortly. Your estimated wait time to connect with a representative is within 0 minutes, 5 seconds.

You are now chatting with ‘Jaclyn’

Jaclyn: Thank you for contacting **&* , my name is Jaclyn. Please allow me a moment to review the information you have provided.

Tom  M*****: I’m trying to check on the current status of **********

Tom  M*****: order

Tom  M*****: I”m Tom M*****

Tom  M*****: ******

Tom  M*****: Its just an upgrade to H

Jaclyn: ‪Sure. I can help you with that.

Tom  M*****: Please,

Jaclyn: ‪Sure. I will help you in fixing your issue.

Jaclyn: ‪Let me access your account. Please provide me two minutes.

Tom  M*****: Great. Perhaps someone can.

Jaclyn: ‪Yes. You are right.

Tom  M*****: OK. Order ***********

Tom  M*****: Just an upgrade to HD

Tom  M*****: $10 a month.

Tom  M*****: On my U****** account

Jaclyn: ‪Thank you for your time and patience.

Tom  M*****: It should be completely trivial to do this. (the oder)

Jaclyn: ‪I was able to access your account.

Jaclyn: ‪Thank you for all the information.

Jaclyn: ‪I am working on your request to upgrade to HD.

Tom  M*****: I have already (yesterday) spent over an hour on the phone and an hour in chat trying to resolve this.

Tom  M*****: So far, no one has actually been able to do the upgrade

Jaclyn: ‪I apologize for the inconvenience this have caused you.

Tom  M*****: It seems like a simple easy thing to do…

Tom  M*****: Everyone keeps saying that they will look into the the matter, fix it and return a phone call, but that never happens.

Jaclyn: ‪I completely understand your concern, Tom.

Jaclyn: ‪Yes, it is very easy to place an order to upgrade to HD. I can do it from my end within ten minutes. But, I am sorry. I am unable to do it now. Due to maintenance, we are limited in the amount of troubleshooting that can be performed. Our systems should be operating normally four hours at which time we should be able to assist you. We apologize for any inconvenience this may cause and thank you for your patience.

Tom  M*****: Then do it!

Tom  M*****: Please

Jaclyn: ‪Please chat back with us after four hours. Since our tools are under maintenance, I am unable to do it from my end now.

Tom  M*****: SO you cannot do it?

Tom  M*****: How about this you are the 6th agent I have talked to .

Jaclyn: ‪No. I am not telling in that way. I can.

Tom  M*****: SO 4 more hours?

Tom  M*****: I don’t understand

Tom  M*****: Can you do it (upgrade to HD) or not?

Jaclyn: ‪Yes, please. I sincerely apologize for the inconvenience.

Tom  M*****: So I don’t understand what you are telling me to do

Jaclyn: ‪Without our tools, I am unable to place an order to upgrade the service.

Tom  M*****: So how then do I get an upgrade to HD?

Jaclyn: ‪Please chat back with us after four hours, we will be able to upgrade to HD.

Tom  M*****: So at 8:30 edt you can can do this?

Jaclyn: ‪Yes.

Tom  M*****: Instead of calling back (which would then be the 7th agent I have talked to) can you just do it at 8:30 and call me.

Jaclyn: ‪I am sorry, there is no such option. We cannot do any changes to customer’s account without we have customer on chat. So, please chat back with us after fours.

Jaclyn: ‪We will be happy to help you at that time.

Jaclyn: ‪*four hours.

Jaclyn: Is there anything else I can assist you with today?

Tom  M*****: OK So I will call again at 8:30. That will probably make almost 3 hours of calls and chat thing to deal with this.

Tom  M*****: Can you recommend a company that can provide HD service in a timely fasion?

Jaclyn: ‪No. It will not take that much time.

Tom  M*****: fashion.

Tom  M*****: Its has already taken about 2 1/2 hours. Why should 8:30 be any different.

Jaclyn: ‪I completely understand how frustrating this could be from your part, please do accept my apologies for the inconvenience caused to you in this regard.

Tom  M*****: I don’t actually want aan apology I want the issue fixed.

Tom  M*****: Without spending more time talking on the phone or with online chats

Tom  M*****: Without spending more time talking on the phone or with online chats

Jaclyn: ‪Yes, I understand your point. Since we have some issues on the tool which is used to place order for HD, we are unable to help you.  Let me provide you the contact details of our phone technical team who might be having that tool access, so they will be able to place the order for HD service.

Jaclyn: Our Phone technical team is available to assist you at  *************.

They are available Monday to Friday, 8am to 7pm local time; Saturday 8am to 5pm local time.

Tom  M*****: Thank you. I spent an hour talking to them yesterday, so that’n not really helpful

Jaclyn: ‪I could understand your situation, but if my tools are up I would have surely placed an order for HD. The order would get completed within 10 minutes.

Tom  M*****: OK. Can I quote you when I call back?

Jaclyn: ‪Yes, you can, Tom.

Tom  M*****: OK. I hacve to go.

Jaclyn: ‪Okay, Tom. Take care and have a great day!

Jaclyn: Thank you for choosing **&* ; we appreciate your business.

Need assistance in the future? Find troubleshooting tips/trick with our mobile app at ********

You may click the “Close” button in the chat window to close this chat.

Chat session has been terminated by the site operator.

 

Chat 4:

Thank you for choosing **&* . A representative will be with you shortly. Your estimated wait time to connect with a representative is within 0 minutes, 2 seconds.

You are now chatting with ‘Natalie’

Natalie: Thank you for contacting **&* , my name is Natalie. Please allow me a moment to review the information you have provided.

Natalie: ‪I see that I’m chatting with Mr. Tom M*****. How can I help you today?

Tom  M*****: I just wanted to check in and see if there has been any progress in adding HD to my ******  account.

Tom  M*****: ***-***-*****

Natalie: ‪I understand your concern. I can help you with that.

Natalie: ‪Please bear with me while I access your account.

Tom  M*****: I hope so, 13 people before you could not

Tom  M*****: ***-***-*****

Tom  M*****: Yes, you can access my account.

Natalie: I see that you have already provided the authentication answers. Thank you for that information.

Tom  M*****: I first ordered the upgrade to HD yesterday at about 9:30 EDT

Natalie: ‪Please give me few minutes to check on this. Thank you.

Natalie: ‪Okay.

Tom  M*****: Oder number ***********

Natalie: ‪okay

Tom  M*****: Which is actually a reorder from an order of 9:30 am EDT yesterday

Natalie: ‪Let me try to process the order again.

Tom  M*****: As I said 13 agents and various people before you from AT&T that have called me have been unsuccessful

Natalie: ‪I think we need to engage someone directly from our Sales Team as there is an error that has something do with your account. Please stay on this chat session while I connect to you to our Sales team.

Tom  M*****: OK

Natalie: I will be right with you.

Please wait while I transfer the chat to the appropriate group.

You are now chatting with Alex K.

Tom  M*****: Thank you

Tom  M*****: Hello. I was just wondering if there has been any progress in adding HD to my verse account.

Tom  M*****: The order was placed at 9:30 am EDT yesterday You are the 15th person from **&*  that I have talked to about this matter.

Tom  M*****: ***-***-*****

Tom  M*****: ***-***-*****

Tom  M*****: yes you can access the account

Alex K: Hello my name is Alex K. Thank you for allowing me to be your specialist today. How may I assist you?

Tom  M*****: Order number (this is a re-order from the original).. *********

Tom  M*****: Any progress?

Tom  M*****: How hard can it be?

Tom  M*****: to add HD

Tom  M*****: $10 month

Alex K: ‪I understand that you want to add HD, Am I correct?

Tom  M*****: I have been trying for over 32 hours to do so,

Alex K: I can help you with that!

Alex K: Please allow me a moment, while I access your account.

Tom  M*****: You are the 15th person I have talked to.

Alex K: ‪I will surely check that for you.

Tom  M*****: At this point, I believe that IT has a team working on it

Tom  M*****: It has been escalated to an issue with them.

Alex K: ‪I will direct you to the technical department to fix this issue.

Tom  M*****: OK That would be the 16 th person I will have talked to

Alex K: I would like to get you in direct contact with a technical support expert for *****  service. I apologize that I am unable to assist you.  Allow me a moment to connect you to an expert who will be able to assist you with your account. The agent will have access to all the information you have provided me already.

Tom  M*****: OK Lets talk to person #16. See if this works

Please wait while I transfer the chat to the appropriate group.

You are now chatting with ‘Brandon’

Brandon: Thank you for contacting **&* , my name is Brandon. Please allow me a moment to review the information you have provided.

Tom  M*****: Hello person #16

Brandon: ‪Hello, Mr. M*****.

Brandon: ‪Please allow me few moments to review the information that you have provided.

Brandon: ‪Thank you for waiting.

Brandon: ‪May I have a cell phone number so that we may reach you via phone or text with information about your **&*  services?

Tom  M*****: ***-***-*****

Brandon: ‪Thank you.

Brandon: ‪I see that you are trying to add HD package on the account, am I correct?

Tom  M*****: I’ve been trying to do that since yesterday at 9:30 am EDT. You are the 16th person I have talked to about this matter.

Brandon: ‪I can help you with that.

Brandon: ‪I apologize for any inconvenience caused in this matter.

Tom  M*****: I belive that at this point the problem has been escalated to the IT folks.

Tom  M*****: Any progress on completing this order?

Brandon: For your security and to ensure we protect your privacy, please verify the 4-digit passcode on your account.

Tom  M*****: I alread have, but OK

Tom  M*****: ***-***-*****

Tom  M*****: ***-***-*****

Brandon: Your account has been authenticated. Thank you.

Brandon: ‪Allow me few moments while I check the details on the account to help you better.

Tom  M*****: I’m just trying to get some kind of notion if there has been any progress made since this morning.

Brandon: ‪I’ll try my best to get it done for you.

Tom  M*****: When AT&T called me said the problem was fixed and then after talking for 50 minutes couldn’t fix it

Brandon: ‪Thank you for waiting.

Brandon: ‪To complete the order, I need to get in touch with our ordering team.

Brandon: ‪Please stay connected on the chat session.

Tom  M*****: OK so do that. That would be person #17, then

Brandon: ‪I don’t want you to leave without any resolution.

Brandon: ‪No, I won’t transfer you to any other rep.

Tom  M*****: OK

Tom  M*****: You are the 2nd or third person on this chat

Brandon: ‪I’ll try my best to get it done for you.

Tom  M*****: Good luck. 15 people before you have failed

Brandon: ‪I value you as our **&*  customer and I will do everything necessary to resolve this issue.

Brandon: ‪Meantime, I would like to share some useful tips.

Brandon: ‪I have a link where you can find the basic troubleshooting steps and some advanced ones : ***************

Brandon: ‪To get the best service and avoid any inconvenience, **&*  U***** suggest all their customers to reboot their Router (Unplug the power cable and plug it back after 10 seconds) once in every 30 days.

Tom  M*****: Of course I can’t do that now, because I’m using it to talk with you

Brandon: ‪You can reboot the router after this chat.

Tom  M*****: Sever month ago, when I rebooted, the system stopped working and it took days to get **&*  out here to fix it .

Tom  M*****: It was because a known software bug that was sent by **&*  to my system, and I had to change routers.

Tom  M*****: Hello?

Tom  M*****: Any one there?

Brandon: ‪I am sorry for delay.

Brandon: ‪I am having a word with our ordering to to resolve your issue

Tom  M*****: Great!

Brandon: ‪Please stay connected on the chat session.

Tom  M*****: OK

Brandon: Thank you for waiting. I’ll be with you in just a moment.

Brandon: ‪Thank you for waiting.

Brandon: ‪Our ordering team is working on your issue.

Brandon: ‪It may take some time.

Brandon: ‪If you want , I’ll arrange a call back for you.

Tom  M*****: How hard can it be/ Just press a button and add HD to my account.

Brandon: ‪It’s that hard. The existing order has been stuck hence it’s taking too much time.

Tom  M*****: I do not understand what that means

Tom  M*****: So its just been stuck? And no ne is working on it?

Brandon: ‪Don’t worry, our ordering team is working on it.

Tom  M*****: How long has it just “been stuck” and why haven’t people been trying to resolve it?

Tom  M*****: Thank you

Brandon: ‪You are welcome. I apologize that you have had difficulty getting through.

Brandon: ‪We are still working on it.

Tom  M*****: It has now been over 5 hours of phone calls, chats, and online stuff

Brandon: ‪I have checked with our ordering team.

Brandon: ‪It’s going to take few more minutes to resolve it.

Brandon: ‪I’ll arrange a call back for you.

Tom  M*****: OK

Brandon: ‪My manager will call you and update you with HD package.

Tom  M*****: Note” Over 12 agents from AT&T have promised to call me back. Exactly 2 have done so. Pardon me if I’m somewhat cynical

Brandon: ‪I can understand your concern.

Brandon: ‪If I were you, I would have felt the same.

Tom  M*****: 2 out of 12 is one sixth, which is promise level of about 16.6%, that is about 83.6% of the time, called are promised, but not returned.

Brandon: ‪This has not been a good experience for you and I pretty much agree to what you are saying.

Brandon: ‪It’s important for us to provide the services that we have promised to deliver.

Brandon: ‪We understand the gravity of situation.

Tom  M*****: So back to my original question: Has any progress been made with order **********

Tom  M*****: What I hear you saying is “no”

Brandon: ‪Our ordering team is still working on it.

Tom  M*****: Can you call me (I hope that you actually will..) when there is some progress?

Tom  M*****: And when can I expect that call?

Tom  M*****: 1 hour

Tom  M*****: 1 day

Tom  M*****: 1 month

Tom  M*****: 1 year?

Brandon: ‪Mr. M*****, you’ll receive a call within 1 hour.

Tom  M*****: Thank you

Brandon: ‪You are welcome.

Brandon: ‪I have a better option.

Brandon: ‪I would like to email you a link to reconnect back into me on chat.

Brandon: ‪To which Email would you like to receive the link?

Tom  M*****: *******@****.***

Tom  M*****: yes

Tom  M*****: *******@****.***

Tom  M*****: yes

Brandon: ‪Can you check if you received the link on Email you gave?

Tom  M*****: No, I have not

Tom  M*****: Now I have it

Tom  M*****: Recomnnect with chat agent.

Brandon: ‪Great!

Brandon: ‪That link will connect me directly.

Tom  M*****: So it is now 5:33 EDT Tuesday 4/17

Tom  M*****: I try back, what around 7 edt?

Brandon: ‪If you don’t mind, could you wait for some time.

Brandon: ‪I am getting an update from ordering team.

Brandon: ‪Are we still connected?

Tom  M*****: Yes

Brandon: ‪Thank you for you response.

Brandon: ‪Mr. M*****, I never leave my member without any resolution.

Tom  M*****: Well, 15 people before you did

Brandon: ‪This is certainly not the experience we want you to have as an ATT member.

Brandon: ‪In the meantime, could you confirm that your U-***** services are working fine?

Tom  M*****: Yes, fine

Tom  M*****: As of at least an hour ago, before I started this chat

Tom  M*****: I think I’m now up to 6 hours calls, chats and online

Brandon: ‪Thank you for confirming.

Brandon: ‪Thank you for waiting.

Brandon: ‪Mr. M*****, you can contact us through provided link after sometime.

Tom  M*****: OK, so no resolution>

Tom  M*****: ?

Brandon: ‪Ordering team needs sometime to resolve the issue.

Tom  M*****: Thank you

om  M*****: Thank you

Brandon: ‪You are welcome.

Brandon: ‪Thank you for your patience & co-operation!

Brandon: ‪We are always at your service regarding any issues with U-Verse. And, please do not hesitate in contacting even for a simple issue.

Brandon: Is there anything else I can assist you with today?

Tom  M*****: No.

Brandon: Thank you for choosing **&* ; we appreciate your business.

Need assistance in the future? Find troubleshooting tips/trick with our mobile app at ***********

You may click the “Close” button in the chat window to close this chat.

Brandon: ‪You have a great day ahead and take care of yourself.

Chat session has been terminated by the site operator.

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Two things I learned about email

Two things I learned about email:

1. In a long email chain (the bottom of email) , if an important email is inadvertently or deliberately dropped, then add it back. If you want, just quote it — “as I said in the email of blah blah…. (see below)…”

 

2. Know who reads email, who doesn’t, and who deliberately ignores what is inconvenient. This is important. Widen the cc list. 

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Music this morning:

What else? Now is the month of Maying. By Thomas Morley. One of my favorite composers. And it is May,.

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Music this morning:

My favorite Prokofiev Piano Concerto — though they are all wonderful: Concerto #1 performed by Sviatoslav Richter. Db major Op 10.

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Music this morning

The Lieutenant Kije Suite by Prokoviev. All hail the famous but non existent Lieut. Kije. Courageous beyond description! A hero beyond other heroes. Used in many films and often used as a stub in film trailers,

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Music this morning

J. S. Bach. Goldberg Variations. Played by Gustav Leonhardt. Wow! I always hear something new when I listen to the Goldberg Variations, but especially when I listen to Gustav Leonhardt. Variation 4. Wow.

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