Not sure what the problem here is, but Katie, I agree. We have a problem.
I pushed the "MeToo" button on chris-n-karen above.
You [AT&T] are in the communication business, Yes?
Successful communication is predicated on a common language and it's proper use. Yes?
Q. Then why are your instructions for wireless customers accessing their online accounts so difficult to correctly understand? I've been trying to figure out what happened, and how to correct it, after I upgraded my phone at Costco ~ Jan 30.
1. I didn't know my new phone now had its own account, now separate from the one shared the day before with my wife.
2. The instructions to join or add accounts derailed every time I tried.
3. I was put on paperless billing. No one told me. 2 months later, Mid-April I thought, Haven't seen a phone bill recently. Hmm. I may be a little slow, I'm 70 this month, but still have enough of my mind to know I was not informed.
4. I didn't think anything of an email that I did see that let me know that my bill "can now be viewed." Ok, but I'll get a bill in the mail, I thought. -- wrong.
5. My first attempt at this riddle was with a young fella who barely spoke understandable English. Not really a foreign accent, a strange nasal, higher than common, voice that slightly slurred and/or run his words together. Nice fella, so I was polite and just kept asking him to repeat the questions. Didn't help. I ended up with a name+7numbers for a UserID. It worked once.
6. Since then I've attacked this several times. I'm given uncommon options, like "Clear all prior User ID's?" Use the KISS principle.
Perhaps the online text instructions, and the terms being used, need to be examined by a linguist.
A. Try a five year old. Get him, or probably her, to understand and complete the process and the rest on us will be fine.
PS: Are there ergonomic rules for webpages?
It's been fun. I'll try another call . tomorrow.
Signed - Out.
Back to the phone.
