Here is the echat I had with AT&T Wireless this morning.
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Gually '
Gually : Hi John! I would love to be your assistance regarding the complaints and provide the info you would need
John : I repeat: I want the name and address of the vice-president who handles serious complaints.
Gually : Allow me to take 2-4 minutes of your time while I gather all the details for you .. Would it be okay ?
John : No. Do not waste my time. The name and address, please.
Gually : We do understand how valuable your time is ... regarding your request for your complaint , I have already engaged my Manager for this , I can ask him to give you a call back instead , that way he can relay your complaints with our back office team.
Gually : is the best call back number the one ending in 7314 ?
John : I have asked you for very simple information, and you have not provided. Please do so. I do not want to complain about ATT customer service as well, but I will. I am recording this.
Gually : The best thing that I can do , is connect you over right now to my Manager through this chat ... please stay connected as I get you connected right away.
John : I do not have my phone. I repeat, what is the name and address of the vice president at ATT who handles serious complaints?
Gually : No need to be called , I can route this chat right now for you .. in a few seconds you will be chatting with a Manager .
One moment while I transfer the chat to 'Michael '.
Welcome! You are now chatting with 'Michael '
Michael : Hi John. We value the importance of you getting the most convenient customer service. Allow us to ensure that before the end of this chat your concern is taken cared of. Can you tell me the nature of your concern please?
John : Please tell me the nam and address of the ATT vice-president who handles serious complaints.
Michael : I would like to be completely honest with you. We do not have the information of the request you're trying to get. But we can definitely assist you with your complaints. Can you tell me more about it?
John : Frankly, Mr , I find it extremely difficult to believe you. Every corporation has a vice-president who handles customer complaints. Please ask your superior for this basic information, if you do not have it.
Michael : Of course we are all aware of the chain of commands for every corporation yet I want to let you know that if it's customer complaint that you need to raise, we are definitely equipped to handle concerns like that.
John : So is your vice-president, with whom I need to communicate. Are you declining to provide me with this information?
Michael : Of course we would like to resolve your concern as much as we can and I wouldn't deprive you of the satisfaction you deserve by getting the best customer service. I'm merely trying to imply that we can also help you with your concern. But if you really wanted to have a conversation with someone higher I can definitely get someone to assist you. Please give me a minute or two as I relay a few info to the higher management.
John : Thank you.
Michael : You're welcome. Kindly stay on this chat as I connect you over.
One moment while I transfer the chat to 'Freddie '.
Welcome! You are now chatting with 'Freddie '
Freddie : Hi Jhon, I know how it feels to be pass around when all you need is help.
John : Please provide me with name and address of the ATT vice president who handles serious customer complaints.
Freddie : Allow me to review your conversation above and the memos on your account so I can be on the same page and properly escalate your feedback to our higher management.
Freddie : Would that be okay?
John : I am waiting.
Freddie : I appreciate your time. Please give me 2-3 mins.
Freddie : If you have any other inquiry, just shoot it in, I am just right here.
Freddie : Thank you for waiting Jhon. I am now checking the option on how we can address your feedback. I have reviewed the account and I don't see any memos in regards of your previous interaction with us. I will be needing to get some information about your feedback so we can properly escalate it.
Freddie : Can you tell me what happened?
John : I request only the name and address of the ATT vice president who handles customer complaints. I have now spend considerable time requesting this basic information.
Freddie : I know how important your time is, for us to be able to see what will be the best department in our customer service who will handle your feedback we will be needing to get the reason of the feedback. I want to be part of the resolution and I don't want you to be pass around again.
John : Please provide me with the information I have now repeatedly requested, and our business will be done.
Freddie : Alright! Allow me to check if there is something that I can give to you to address your feedback. Since the specific reason of the complaint is not provided within this chat, I'll need to look for the right people who can handle your concern. Please give me a minute or two.
Freddie : Thank you!
Freddie : Thank you, Jhon for waiting.
Freddie : I have forwarded your request that you wanted to file a complaint directly to our Vice-president.
Freddie : You'll be receiving a call back on your mobile phone from one of our specialist in our back office within 24-48 hours.
Freddie : Are you still there?
John : I am waiting.
John : I need the information in writing, not over the telephone.
Freddie : Thank you.
Freddie : Some people might get impatient with the process. I wanted to be part of the resolution and this the best the we can do for the moment. We don't have any idea right now what is the specific complaint and this is the reason why we are only limited on the information that we can give. Our back office specialist are the one who set up appointment for higher escalations.
John : Please connect me with your superior, Mr. .
John : I do not need an appointment, I need a name and address.
Freddie : No worries. I can connect you over to my superior.
One moment while I transfer the chat to 'Jonathan '.
Welcome! You are now chatting with 'Jonathan '
Jonathan : Hi there John, I am reading your conversation with Freddie and you are looking for the name and address of our vice-president as you want to file a complain right?
John : That is correct.
Jonathan : I'm afraid we can't provide that information John. But we can set up an appointment here so that we can have someone to call you back and handle that complaint.
John : Please confirm that you decline to provide this information, Mr. . Please realize that once you do so, ATT will lose an account it has enjoyed for over fifteen years. I communicate only in writing.
Jonathan : I'm really sorry but we really can't provide that information. I would love to forward that complaint to them. Can you share it to me?
John : Can you share the name and address with me, please?
Jonathan : We really would not be able to do that John. I can only set up an appointment for a callback.
John : That is not acceptable, unfortunately. I will be turning my complaint over to my attorney to pursue in writing, and closing my account today.
Jonathan : That's sad to hear. That's why I am offering to just set up an appointment so that we can further help you out.
John : Good-bye, Mr. .
Jonathan : Okay. Have a great day.
Your AT&T representative has closed the chat session.
[edited for privacy-please do not post personal information such as full names]