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Premier Online Care Web Site

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Dan Carpenter
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Joined: 25 Apr 2006
Posts: 471
Location: (678)261-4005

PostPosted: Fri Nov 20, 2009 8:19 am    Post subject: Premier Online Care Web Site Reply with quote

Premier Online Care Web Site

AT&T will present this new web site portal as the means to manage your account without having to contact customer service. However, like with every on-line management tool that AT&T has ever offered, it falls short of their own marketing fluff and certainly is not equal to offerings from other carriers.

Listed below are some of the claims AT&T markets with Premier Online Care and the reality for each:

    "Easily access and download your bill"
      Maybe it's all in the definition of "easily". You have to navigate through several layers of pages before reaching the bills, then it's a two step process to request the bill. At which point you have to wait or revist the site later to view and download the bill.

    "You can easily reset a Voice Mail password for any phone on your account"
      True, unless you have a smart phone, which unfortunately is what most businesses have on their corporate account.

Additional information we experienced with the web site:

The Live Chat is worthless. 95% of the time, after you answer a litany of questions and jump through several hoops (which takes up even more time than if you called the 800 number), then end result is the live chat agent referring you to the toll-free number for customer service. One client made a keen observation; it's AT&Ts way to mask the you are actually dealing with a foreign country call center.

Web Site is off-line frequently. AT&T assumes businesses only work between 8-5 Monday through Friday. Attempting to access the web site any other time has an usually high rate of "we are currently updating our web site - please try again later". There have been times when the web site has been down during business days and for long periods of time.

Web Site links faulty. Many of the quick links don't work and when you find one that does, it logs you out of the web site and you have to log back in to resume where you were before you clicked on the quick link.
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