AT&T Support (via chat) Sucks

I saved the transcript because of recent conversations my sis-in-law had with AT&T.

I wound up calling them while I was chatting because the chat service that you’ll read below took FOREVER…

backstory- I ordered a cell phone for my employees at work. When I ordered it (over the phone) I said I needed to call foreign countries in Asia, please make sure you enable that. They said they had, but of course, they hadn’t. So last night when one of my coworkers tried to call Thailand and Singapore… he couldn’t.

btw- to chat w/ an agent, you have to log in to the site (I use the business site), provide the business account # and some other info before the chat button is enabled. (You’ll see the agent asks for those #s)

Here’s the transcript:

Please wait for a chat agent to respond.

You are now chatting with ‘Harshdeep S.’

Harshdeep S.: Welcome to AT&T Premier Support. I am reading your question and will be right with you.

Harshdeep S.: To clarify, you want to know add the international calling feature. Is that correct?

kenneth s.: yes, I requested that when I ordered the phone but am not able to dial foreign countries

Harshdeep S.: Thank you for the clarification.

Harshdeep S.: May I confirm the wireless number is 415-xxxxxxx for which you are enquiring?

kenneth s.: yes, that number

Harshdeep S.: Thank you.

Harshdeep S.: Please allow me a moment to look up that information.

Harshdeep S.: Thank you for your patience.

Harshdeep S.: I’d be more than happy to assist you with this.

Harshdeep S.: For security purposes, can you please provide your full name, company name, and one of the following: account number, IMEI device number, or two recently billed calls?

kenneth s.: Kenneth S Billing Account: xxxxxxxxxx

Harshdeep S.: Thank you for the information.

Harshdeep S.: As I have checked your account, there is no international calling feature in your account.

kenneth s.: enable it please

Harshdeep S.: You can either add the normal international calling feature or you can add the AT&T World Connect for $3.99 per month for discounted rates.

kenneth s.: add the discounted rate plan please (world connect)

Harshdeep S.: Unfortunately, we are not authorized to change anything in your account.

Harshdeep S.: Let me provide you the steps to add the feature online.

Harshdeep S.: You need to follow these steps to change your Feature.

Harshdeep S.: 1. On the Premier home page, click on the Manage tab.

Harshdeep S.: 2. Enter the wireless number you want to update in the Number field.

Harshdeep S.: 3. Click Go. Information displays about the wireless account.

Harshdeep S.: 4. Select Change Feature from the Plans & Features list.

Harshdeep S.: 5. You will see an option continue at the bottom of the page. Click on continue.

Harshdeep S.: 6. Features available for the wireless account will display by category such as “Messaging Packages,” “Media Net,” “International Roaming,” and so forth.

Harshdeep S.: May I ask are you able to follow the above steps?

kenneth s.: I’m doing it now

Harshdeep S.: Sure.

kenneth s.: yes, do I need to skip to the calling pages?

kenneth s.: I don’t see anything listed under feaures

kenneth s.: I have toll international listed already

kenneth s.: why can’t that be used to call internationally?

Harshdeep S.: I would request you to please contact our National Business Services for this.

kenneth s.: ?

Harshdeep S.: National Business Services at 800-999-5445, Monday – Friday from 8:00 AM – 8:30 PM EST.

kenneth s.: serioiusly? you can’t enable it?

Harshdeep S.: Unfortunately, we do not have the authority to change anything in your account.

Harshdeep S.: Do you have any questions regarding the information we discussed today?

kenneth s.: then why didn’t you say that at the start?

Harshdeep S.: I am sorry