CONTACTS
SUBJECTS
Cell Phone Trish AT&T Did Not Call Post Credit $148 Resolve Pending 04
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 2 0000, ref SDS 3 0000.
200502 -
200503 - Trish did not have time to call today for posting credit and
200504 - facilitating transformation from HTC Freestyle to Galaxy S3 cell
200505 - phone. ref SDS 0 RR5H Called AT&T and talked to Monica, who could not
200506 - transfer call to Trish. ref SDS 0 YH8F Monica had difficulty finding
200507 - the record on crediting the customer $148 for recent cell phone
200508 - transaction. ref SDS 0 OX4F Rather than resolve credit today, Monica
200509 - proposed that AT&T will call on 120919, to report credit has been
200510 - posted. ref SDS 0 LT6J Monica transferred the call to a supervisor.
200511 - Elise will investigate credit owed customer of $148. ref SDS 0 P54H
200512 - She will further investigate diagnostics on diagnostics showing
200513 - Samsung Galaxy S3 has capabilities ordered from AT&T. ref SDS 0 XN5G
200514 - Monica advised that AT&T cannot submit nor receive written
200515 - communication to verify accuracy of conversations with the customer to
200516 - avoid further mistakes on this transaction. ref SDS 0 334N She
200517 - proposed sending a text message, but warned that AT&T's record on the
200518 - conversation cannot be transmitted with text, and that text messages
200519 - are ephemeral, and cannot be easilty transferred to the customer's
200520 - computer so that the customer and AT&T have the same record.
200521 - ref SDS 0 KT3J Elise confirmed that AT&T refuses to provide case
200522 - management records to the customer showing alignment with
200523 - conversations. ref SDS 0 HH9L
200524 -
200525 -
200526 -
200528 - ..
2006 -
2007 -
2008 - Progress
2009 -
200901 - In the call to order the new cell phone, Trish scheduled calling today
200902 - for resolving pending issues, reported on 120910 1104. ref SDS 2 EZ7V
200904 - ..
200905 - Issues to discuss with Trish on order 90410463650093 are listed on
200906 - 120911 1502. ref SDS 3 ZV5J
200908 - ..
200909 - Trish has not called.
200911 - ..
200912 - Since Trish did not call, called AT&T...
200913 -
200914 - 1-800-331-0500
200916 - ..
200917 - Talked to Monica.
200919 - ..
200920 - She is located in Georgia.
200922 - ..
200923 - Monica said AT&T does not have a method for connecting the customer
200924 - with Trish to complete the transaction planned in the call with Trish
200925 - on 120910 1104. ref SDS 2 TQ8G
200927 - ..
200928 - On hold.
200929 -
200931 - ..
2010 -
2011 -
2012 - 1340
2013 -
201301 - Monica back on line.
201302 -
201303 - She cannot find Trish's notes documenting the credit of $148, agreed
201304 - in the call on Monday, 120910 1104, ref SDS 2 TQ8G
201306 - ..
201307 - Monica asks to hold the line.
201308 -
201310 - ..
2014 -
2015 -
2016 - 1348
2017 -
201701 - Monica back online.
201702 -
201703 - She has now found Trish's notes and says the amount of credit is $136.
201705 - ..
201706 - We reviewed the record showing the total credit proposed by Trish is
201707 - $148, shown on 120910 1104. ref SDS 2 TQ8G
201709 - ..
201710 - Monica feels the difference may be sales tax that Trish forgot to
201711 - include on price reductions.
201713 - ..
201714 - Monica proposed calling back and posting the credit when the customer
201715 - receives the next AT&T billing. She asked when the billing usually
201716 - received?
201718 - ..
201719 - We discussed posting the credit today, as Trish proposed on 120910
201720 - 1104. ref SDS 2 TQ8G
201722 - ..
201723 - Monica will research posting the credit today.
201724 -
201725 -
201726 -
201728 - ..
2018 -
2019 -
2020 - 1358
2021 -
202101 - Monica back online.
202103 - ..
202104 - She said AT&T will call back on 120919 and at that time, AT&T will
202105 - post the credit.
202107 - ..
202108 - We reviewed the record showing Trish planned originally to post the
202109 - credit on 120910, to avoid mistakes with transaction management.
202110 - ref SDS 2 2W3J At that time, Trish reported AT&T computer problems,
202111 - and then scheduled to post the credit today, on 120913, reported on
202112 - 120910 1104. ref SDS 2 7N6I
202114 - ..
202115 - Asked Monica for a letter confirming changes in understandings on
202116 - posting credits, and further to investigate credit owed of $148 on
202117 - order 90410463650093, listed on 120910 1104, ref SDS 2 TQ8G, and that
202118 - AT&T will call on 120919, to report customer's account has been
202119 - credited.
202121 - ..
202122 - Monica said AT&T management refuses to permit written communication to
202123 - confirm conversations with customers.
202125 - ..
202126 - She offered to send text message using the cell phone.
202128 - ..
202129 - Said to go ahead and transmit AT&T's record on this transaction with
202130 - text message system. Asked how customers transfer text messages to
202131 - their computers so that both sides to the transaction have access to
202132 - the same record?
202134 - ..
202135 - Monica explained that text messages on the cell phone cannot submit
202136 - AT&T's record of her notes and others on calls with customers. She
202137 - further advised that text messages cannot be identified with AT&T's
202138 - sales agent's name, date, time; nor can text messages be readily
202139 - transferred to the customer's computer for aligning written
202140 - communications to verify accuracy of work actually performed.
202142 - ..
202143 - Monica said her boss cannot communicate with customers either using
202144 - electronic transmission of the record for timely verification of
202145 - conversations to enable accurate work on customer transactions.
202146 -
202147 - [On 120913 1315 received letter from Elsie at AT&T Customer
202148 - Care transmitting information on the transaction,
202149 - ref SDS 0 D18J, from conversation during the call on 120910
202150 - 1104 at 1231. ref SDS 2 HP8F
202152 - ..
202153 - [On 120921 1148 notified AT&T of pending matters to resolve
202154 - AT&T errors and omissions required to complete transaction
202155 - for Samsung Galaxy cell phone. ref SDS 4 JO97
202157 - ..
202158 - We reviewed limitations of sole reliance on conversation, noted in the
202159 - record on 991108 1919, ref SDS 1 4505, and which in turn make
202160 - communication the biggest risk in enterprise, explained in POIMS.
202161 - ref OF 7 5106
202163 - ..
202164 - Monica suggested talking to her supervisor on AT&T failure to rely on
202165 - writing for timely, accurate communication with customers.
202167 - ..
202168 - She transferred the call.
202169 -
202170 -
202171 -
202173 - ..
2022 -
2023 -
2024 - 1404
2025 -
202501 - Talked to Elise.
202502 -
202503 - Elise is the supervisor of the Customer Care Department where Monica
202504 - works.
202506 - ..
202507 - We reviewed Monica's findings that Elsie and Trish offered credits for
202508 - upgrading from the defective HTC Freestyle cell phone, to the Galaxy S
202509 - III /S3 GT-I9300 cell phone, per above. ref SDS 0 GK5U
202511 - ..
202512 - Elise will investigate and call on 120919 to notify customer on
202513 - crediting customer's account for $148, as agreed with Trish.
202515 - ..
202516 - She will further investigate and notify the customer on procedures to
202517 - perform diagnostics that verify customer received product with
202518 - capability presented by Elsie, Trish, Taylor, and Eric during calls
202519 - with AT&T Customer Care on 120910 1104. ref SDS 2 RT5L
202521 - ..
202522 - Asked about AT&T car platform to enable hands free use of cell phone
202523 - while driving, action item #4 on 120911 1502. ref SDS 3 KR3O
202525 - ..
202526 - Elise suggested going to Radio Shack for platform to connect cell
202527 - phone that enables hands free use of cell phone.
202528 -
202529 -
202530 -
202531 -
202532 -
202533 -
202534 -
2026 -
SUBJECTS
Default Null Subject Account for Blank Record
2903 -
290401 - ..
290402 - Fail Perform Good Management Write Letter Transmit Record Conversation
290403 - AT&T Fail Write Letter Transmit Record Conversation Accurate Work Plan
290404 -
290405 - Asked how AT&T will follow up on Elise's work plan today for
290406 - completing transaction on order # 90410463650093 entered on 120910
290407 - 1104. ref SDS 2 TQ8G, since prior work plans were not performed?
290409 - ..
290410 - Elise said that she and Monica will collaborate on writing a complete
290411 - record into AT&T's computer that will help align future work with
290412 - planning during this call today with the customer.
290414 - ..
290415 - Elise said that AT&T management prevents employees from submitting a
290416 - letter to the customer that transmits the record on Customer Care
290417 - which she and Monica prepare to align work on this transaction with
290418 - our planning in calls today.
290419 -
290420 - [...below on 120913 1315 at 1641 received letter from Elise
290421 - with AT&T information on the cell phone, but failing to
290422 - submit AT&T record that confirms understandings to verify
290423 - commitments on transaction. ref SDS 0 D18J
290425 - ..
290426 - Offered to submit the SDS record showing understandings from our
290427 - conversation to avoid further errors managing the transaction.
290429 - ..
290430 - Elise said AT&T management also refuses to receive communication from
290431 - customers to verify understandings for doing the work quickly and
290432 - accurately.
290433 -
290434 - [On 120921 1148 notified AT&T of pending matters to resolve
290435 - AT&T errors and omissions required to complete transaction
290436 - for Samsung Galaxy cell phone. ref SDS 4 JO97
290438 - ..
290439 - Elise said she will do her best to get everything done correctly
290440 - despite lack of verification through feedback.
290441 -
290442 -
290444 - ..
2905 -
2906 -
2907 - 1641
2908 -
290801 - Received letter fro Elsie, who started this transaction on 120910
290802 - 1104. ref SDS 2 HP8F Elsie says in her letter...
290803 -
290804 - 1. Subject: Great information from AT&T on using your Wireless Device
290805 - Date: Thu, 13 Sep 2012 15:34:48 -0700 (PDT)
290812 - ..
290813 - 2. I found this great information on AT&T's website
290814 -
290815 - http://www.att.com
290817 - ..
290818 - ...and thought it might be useful for you as well. Go here
290819 -
290820 - https://www.wireless.att.com/support/tutorials.do?universe=att&locale=en_US&deviceId=0&tutorialsCategory=null&tutorialId=993030
290821 -
290822 - ...to learn more about how to put your device to work for you!
290823 -
290824 - [On 120921 1148 notified AT&T of pending matters to resolve
290825 - AT&T errors and omissions required to complete transaction
290826 - for Samsung Galaxy cell phone. ref SDS 4 JO97
290828 - ..
290829 - 3. Sincerely,
290830 -
290834 - ..
290835 - Elise's letter today seems to conflict with representations by Taylor
290836 - that AT&T prevents Customer Care agents from sending written
290837 - correspondence to customers using electronic transmission (email) for
290838 - timely, accurate communications, reported on 120910 1104. ref SDS 2
290839 - A55H
290841 - ..
290842 - Elise's letter further conflicts with worry today by Monica and Elise
290843 - that they cannot communicate with customers using email, per above.
290844 - ref SDS 0 334N and, ref SDS 0 GG44 Clearly, Elise found a way to
290845 - send a letter to the customer.
290846 -
290847 - [On 120921 1148 notified AT&T of pending matters to
290848 - complete transaction for Samsung Galaxy cell phone.
290849 - ref SDS 4 JO97
290850 -
290851 -
290852 -
290853 -
290854 -
290855 -
290856 -
290857 -
290858 -
290859 -
290860 -
290861 -
2909 -