Cingular, Raising the Bar?
Calling tech support when your cable goes on the fritz or worse yet, your cell phone has problems, is a dreaded activity. Let's face it, the first person you talk to is going to be a drone who reads from a manual to help with your issue. They'll listen for key words and thumb to an index for solutions. It doesn't matter if you claim to know what you're doing, you still get the same response.
I knew all of this before I called Cingular today, but I guess I didn't realize just how bad it could be. And you know I'm kicking myself for not having recorded the call. Sorry, next time for sure!
So here's the story...
I have Cingular (balk and scoff as you wish) and in the past I set up and used one of their online services called Media Net. This lets me create automated text messages and manage an online calendar, email, etc.. Nothing fancy, but helpful.
About two weeks ago I started getting an error message when trying to log in to the web site. For those of you who may have the same problem, the error was:
Your MEdia Net ID can not be verified at this time. Cingular apologizes for this inconvenience. Please try again. (error number:1005)
I call Cingular and explain the issue. Their first idea is to have me clear my browser cache. Okay, I don't see how that will help with a login issue, but fine. I still get the error, so you know what their next answer is?
"Well, I can log in here, so it must be your internet."
My internet? Oh, I didn't realize I had my own personal internet. Then she clarifies that it must be the server I'm connecting to. Hmm, how would my ISP's server prevent me from submitting an HTML form on this one page, but no others? I can even access every other Cingular account page, but not this one.
Now I explain to her that I've tried logging in using my laptop in different locations: Starbucks, other cities, other connections (Comcast, AT&T) and I get the same error each time. Her reply? "Sir, I can log in, so it must be your internet connection."
Okay, so she's saying that all the ISP servers I've connected to (about 6 total) across different cities are all broken in some way. Fine, I jump on IM with a friend in Oregon and ask him to log in. He cannot. Not only that, he is able to log in fine to his own Media Net account, but not mine. Same error.
I explain this to her. Her reply? It's his server too. Wow, so now there are several servers in the LA area, as well as Oregon that are unable to log into a web site and the issue falls at the feet of these various servers?
At this point, I explained that I was simply unwilling to buy the fact that somehow all these ISP servers were blocking the ability to submit a POST form to the Cingular server. I understand that this girl's just trying to feed me the solutions on her list, but come on... I've established that I know what I'm doing and that I've tried things that exclude her solution from being even remotely possible. Can we just admit that something's wrong and move on?
Apparently not. Instead she tells me that she'll create a case. Okay, and then what? Her answer? Oh, I don't know. You don't know? Hi, is this tech support? Finally we got off the phone and I was told to expect a call about my issue in the next 5 days.
Here's where it gets funny. The call ended and 10 minutes later I get a call from a "Tier 2 Tech Support technician" in St. Louis? I'm not sure why he needed to announce where he's calling from right off the bat. Maybe there are bragging rights among tech support people.
The first thing out of this guy's mouth (after telling me where he's calling from) was, "So I understand you are unable to get on the internet?" What?! No, not at all. And if I was, how exactly would Cingular be able to help? So we get past that and on to me explaining my same issues I did on my last call and guess what he says? Yep, it's my server again.
Look, I know people have issues with tech support, but now we're talking about their tier 2 people saying some really moronic things. I guess what bothers me most is that right away, Cingular blames some ambiguous and unfixable thing (my ISP server) for the problem. If it were that, how would I fix it? Could I really expect better tech support from my ISP? Considering AT&T/SBC own half of Cingular, it's doubtful.
So what are consumers to do? My technical skills are far beyond the average computer user's, and even I had trouble debating the technical merits with these fools. What would someone do if they didn't know any better? Nothing really. They'd just have to accept Cingular's response and never use Media Net again. Shameful.
Here's an idea... When a customer calls tech support, let them enter their level of computer expertise and direct them to the appropriate technician based on what they choose.
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Comments
At least the person you talk to at Cingular is more likely to be speaking English as a first language than at, say, somewhere like Dell, where all you get are foreign accents so thick you couldn't understand the fix to a problem even if they understood what you were asking and had the right answer. Wow, am I bitter about Dell? YEP.
Posted by: Laura F | July 31, 2006 1:27 PM
I worked for AT&T Wireless then Cingular for a number of years. I can probably add a little more info as to why you had such a problem since Cingular bought AT&T.
1. Cingular locates its call centers in BFE where they hire the lowest wage and educated people possible. Most anyone with an actual degree will go work somewhere else for more money.
2. They are union and no matter how incompetent people are, it's almost impossible to fire them.
3. The information that is sent to call center reps doesn't actually tell them how to fix problems. And it's written so poorly even if it did tell them how to fix a problem they wouldn't understand it. Take into consideration the same low end customer service reps are the ones who eventually get promoted and end up writing many of the processes and policies.
4. The tier 2 people are no different then the tier 1 people. Since they are union when a customer service rep goes to the tier 2 department they don't really get a raise. And when they move to that department it's not based on skill level it's based primarily on time employed with the company.
Posted by: CM | August 3, 2006 1:40 PM
Hi -- It's like a bad traffic accident. I couldn't avert my eyes from the story, despite having read zillions just like it... and of course having experienced the exact same phenomenon.
It's unfortunate, but I think the real function of technical support is to log a call volume for the company so that they can brag about how many thousands of support calls they handle every year. It's actually NOT to resolve whatever it is you're calling about.
As to the idea of keying in your expertise level, might work, but I suspect it would always be your word against theirs. You're an idiot until proven otherwise.
We just have to hope that these folks are forced to contend with their OWN technical support issues at some point, and that they come to appreciate the value of a bad customer support experience.
Posted by: marty | August 3, 2006 3:04 PM
Perhaps it would help alot if the corporate execs had these worthless phones shoved up their butts and then had to try and use them, My motorola V220 which was just sent to me as a replacement happened to be reconditioned, and it SUCKS, half the time the keyboard doesn't work, I have been a cingular customer for over tow years, and I think that if anything Cingular has started to climb on the SUCK scale very highly. And yes, these techs and execs should have these piecesof crapthey send out as phones shoved where the sun doesn't shine and made to try and use them. I'm tired of corporate America and Corporate International, thinking people should just accept the krap they sell, what happened to integrity, it went the way of the profiit, it wasn't profitable to offer good service ort goodproducts, so as far as I am concerned, Cingular can kiss my butt royally, Ane that goes for the head of the company, he can be the first.
Posted by: Lonnie | September 19, 2006 8:48 PM