Tutor
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2 Messages
Ridiculous Hold times
So I'm trying to get to customer service for a business related internet transfer of service, and I've now been on hold listening to music for WELL OVER AN HOUR!
Most big companies solved this problem a couple decades ago by
1) telling you an estimated hold time (yes AT&T, your IVR system knows this answer for all your phone queues - so share that info with your customer real-time)
2) Offering to automatically call you back when it is your turn in queue without losing your place in queue
3) Hiring more people when average hold times start to exceed 5-10 minutes, as well as having managers jump on phone lines as well to help with spikes.
What a complete waste of time, and how incredibly frustrating.
Why can't you solve a simple problem like hold times?
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ATTBusinessForums
Administrator
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26.2K Messages
5 years ago
Hello @mhilb,
Thank you for your recent posting. We appreciate your participation within the Business Community. I would be happy to help. In order for me to research your issue, I will need to verify some information. Please send me a private message by clicking here: https://soc.att.com/2TGaqol
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Nancy
AT&T Social Media Manager
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mhilb
Tutor
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2 Messages
5 years ago
I hung up after 2 hours sitting on hold waiting for someone to answer. Never got through. Called 888-613-6330, option 3, 2, 1.
Mid-morning pacific, so shouldn't be a time zone / closed office kind of thing. Honestly I gave up. Not interested in follow up. Thumbs down for AT&T service. Really bad.
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NickA
New Member
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1 Message
4 years ago
I am reviving this post, as the extreme hold times and general ineptness continues. This was not the case several years back. We are strongly considering taking our business service to another carrier.
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ATTBusinessForums
Administrator
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26.2K Messages
4 years ago
Hello @kjue
Thank you for your recent posting. We appreciate your participation within the Business Community. We will be glad to assist with concerns. I will mark the message private to gather some details.
Business or Personal:
Account Details:
Contact Name:
Contact Number:
Email Address:
Description of the Issue:
Thank you,
Lisa
Social Media Manager
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jmaurer4u
New Member
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1 Message
3 years ago
This was crazy today I waited on hold for 45min befor hanging up. I tried chatting online with someone and it was the same thing . How am I supposed to get something taken care of that isn't online. I can't imagine what I would do if I had a real problem with my service. Totally unacceptable and not a good way to take cate of a 15+ year customer.
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ATTBusinessForums
Administrator
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26.2K Messages
3 years ago
Hello @jmaurer4u
I'm so sorry that you having a hard to reaching anyone , but I'll be more than happy to get you taken care of can you please DM me so i can further assist you.
Thank you
Veronica
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gc1298
New Member
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1 Message
3 years ago
I tried calling at&t everytime wait time is over 1:30 hours. Still it's a issue on holding time which is ridiculous; I see several responses from administrator's. But it is still a issue. Looks like nothing has been done.
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ATTBusinessForums
Administrator
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26.2K Messages
3 years ago
Hi @gc1298
Thank you for sharing your concern.
As per AT&T Community Guidelines, we will have to close this thread, as it is 2 years old. We would request you to post it as a new conversation.
Have a great day!
Regards,
AT&T Moderator
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