Have you ever had a chat or phone agent tell you something that later turned out to be 100% wrong? Well, there seems to be a reason for that, and it reconfirms the fact that you should never trust chat or phone support.
The main issue with chat and phone support comes when people ask questions about unreleased services or features. The DIRECTV NOW DVR is a perfect example of this. For months chat agents told customers that the service was coming that week. Time and time again the date for the new DIRECTV NOW DVR would come and go.
So why do chat and phone agents lie to you? We can not confirm this for AT&T, but other major ISP’s current employees have confirmed to Cord Cutters News that phone and tech support agents get bonuses based on how many calls they can take in a certain time frame.
From our understanding, almost every major streaming service and ISP offer some type of bonus based on how many calls or chats they can get through.
So, when a question like when will a channel be added to a live TV streaming service comes up rather than having an upset customer they just make something up. The hope is if they say by the end of the month, for example, you will quickly get off the chat or phone allowing the agent to quickly move on to the next person. That helps the agent get closer to their bonus.
Next time you call to ask if your favorite channel, show, or feature will be added to a service just remember the answer may be more about getting you off the phone than being truthful. They are great people but they are also looking to just get to the next person in line as quickly as possible.
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