Known Issues
For the past six days, I haven't had voicemail on my iPhone. Well, I've had it, apparently. If you call me and leave a message, it's recorded.
It's just that I have no way of knowing that it's been recorded. My visual voicemail isn't working. This has meant several long calls to AT&T customer service, during which I've been treated politely and with a robotic commitment to the language of the customer service industry."
It's my intention to deliver excellent service today," said one person on the end of the line. "I understand how frustrating your problem can be and I do apologize for the inconvenience," said another, before launching into the same speech the first one did, about how we can "go ahead and perform some troubleshooting actions to better determine the source of the problem."
I've been thanked for my years of being an AT&T customer. I've been surveyed and questionnaire'd and thanked again. I've been placed momentarily on hold, asked if I'll allow the customer service representative to call me "Robert," apologized to for asking for the last four digits of my social security number again, thanked for being patient, told that AT&T values my loyalty, educated on the benefits of an international data plan, and asked if I have "received excellent service today."
What hasn't happened, what seems unlikely ever to happen, is getting visual voicemail back. Actually providing customer service isn't part of the customer service training, apparently.
When pressed, near the end of the fourth call, and half-way between one of the thank-you's and one of the customer satisfaction surveys, I was told this, about my voicemail problem:
"It's a known issue."
A known issue. It's a problem, it's network-wide, it's random, and they know about it. Being a "known issue," I guess, means never having to stop saying sorry long enough to fix the problem. I'll take rude and effective over polite and impotent any day of the week.
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Comments :
May '10
Re: Known Issues
You need to release some kind of hipster video about the issue on YouTube, then Apple will notice it. A silent film about how you missed a sale at Urban Outfitters because you didn't see the message, perhaps? If you're lucky, Steve Jobs himself might respond with a snarky comment about your lack of technical know-how or fashion sense!
AT&T support can't find their you-know-what with both hands, if my experience back in the Cingular days is any indicator.
Edited on Aug 21, 2010 at 11:56amJul '10
Re: Known Issues
Worst customer service outside of Hell.
Oh, wait, in Hell they don't keep transferring you to another department: "Oops! Sorry, that's a third-circle issue, I''ll switch you over there."
Click. Buzzz.
Edited on Aug 21, 2010 at 12:04pmMay '10
Re: Known Issues
I wonder if this language will creep into politics. Can you imagine going to your Congressbot's next town hall meeting, and having this dialogue:
Rob: My taxes are too high! Government workers are paid too much, retire too early, and enjoy unsustainably huge pensions! The national debt is exploding! You take more and more of my income, and give me less and less in return!
Congressbot: It's a known issue.
Maybe we should just outsource Congress to a call center in Bangalore.
Jul '10
Re: Known Issues
Daniel Frank: I wonder if this language will creep into politics. Can you imagine going to your Congressbot's next town hall meeting, and having this dialogue:
Rob: My taxes are too high! Government workers are paid too much, retire too early, and enjoy unsustainably huge pensions! The national debt is exploding! You take more and more of my income, and give me less and less in return!
Congressbot: It's a known issue.
Maybe we should just outsource Congress to a call center in Bangalore. · Aug 21 at 12:04pm
"In order to assure that we've given you the best possible customer service, we invite you to take a brief survey at the end of this call."
"Please be assured that your opinions will be utterly ignored and your sources of funding will be investigated."
"Racist"
Aug '10
Re: Known Issues
Rob Long
"It's my intention to deliver excellent service today," said one person on the end of the line.
Ah, there's the problem. They think good intentions are enough.
Feb '10
Re: Known Issues
Come over to T-Mobile. The customer service is excellent. :)
But of course, you're tied to AT&T by Apple. So a free market in cell phone networks doesn't really exist for you as long as you choose Apple as your phone. How do you like that?