Re: Customer Service Complaint
- From: movak <movak.1wyl13@xxxxxxxxxxxxxxxxxxx>
- Date: Sat, 15 Oct 2005 16:06:41 +0000
JakeEwing@xxxxxxxxxxx Wrote:
> On Sat, 01 Oct 2005 16:03:53 GMT, "Cliff" missingrealname@xxxxxxxxx
> wrote:
> -
>
> JakeEwing@xxxxxxxxxxx wrote in message
> news:da4rj19mdoipvg5tv56u2eudvvvodf87fv@xxxxxxxxxx[color=green][i]
> AT&T was a very respected organization. Cingular has turned it into
> the sleaziest piece of corporate garbage in the United States. I
> don't say that easily. My mother retired from AT&tT with 33 years
> service. She herself has chosen, even being entitled to discount
> service for life, to change cell carriers, because of problems she
> and
> many of her family and friends have had with the Cingular attitude.
>
> On Fri, 30 Sep 2005 18:54:52 GMT, "Andy S"
> Of all the responses, yours is the only one that took the time to
> both
> question my isues and offer a legitimate avenue of recourse. I've
> further explained the situation after each
> paragraph.[color=blue][i][color=green][i]
> -
> While you are correct that they are (were) two different companies,
> AT&T retirees were entitled to discounted cellular service through
> AT&T wireless. Also, this was grandfathered to those who had service
> when the Cingular takeover took place. If my mother had not cancelled
> her cell service, she would be entitled to a discounted cell-phone
> plan, for life, through Cingular.-
>
> But the real question here is that if you canceled your service and are
> no
> longer a Cingular customer then what is your reasoning behind
> complaining
> about something that is over with? Do you think that they (Cingular)
> is
> going to give you anything as an EX customer? I would think not.-
>
> I understand your view on this, and would normally give the same
> advice. However, this is where my anger with Cingular began. I
> signed up for a "Regional Plan", which provided a map with my coverage
> area. As you know, these maps are ambiguous in nature. It included
> parts of some states, and the actual barrier lines are hard to
> distinguish. In January, 2004, I was working(for 2 weeks) in a rural
> area that was close to the service boundary line. I called Customer
> Service and explianed the situation. I was worried that I was
> roaming, and would be charged as such. I was assured by the CSR that
> I was not roaming. The CSR state that, "...as long as it says AT&T on
> your phone, you are fine." I wasn't comfortable with the answer,
> since I didn't want an enormous roaming bill, so I asked to speak to a
> supervisor. The supervisor also stated that the area I was in was
> covered by my plan. Fortunately, that supervisor detailed our
> conversation. On my next bill, I was charged over $300 in roaming
> charges. Because of the notes from the Supervisor, I was credited the
> roaming charges (after about an hour, speaking to three different reps
> and specifically asking them to read the notes from my previous call
> of concern). Unfornuately, because my trip overlapped billing cycles,
> I was charged an additional $45 the following month due to the same
> trip. Instead of another hour long confrontation, I paid the bill and
> immediately purchased Sprint wireless. I continued to use the AT&T
> phone, sporadically, until February of this year, then packed it away.
> As I stated above, in April, 2005, I checked my voicemail twice (the
> last time the phone was powered up). When my August bill posted, it
> stated that my balance was over $50. Since no activity had occurred,
> the bill should have been about $35. I called and spoke with a CSR.
> After 45 minutes with the CSR, I was finally transferred to a
> Supervisor, who credited the account. Apologies were given, and,
> other than the length of time it took to resolve the issue I was
> satisfied. At that time, I specifically asked exactly when my
> anniversary date was, and noted it on the calendar. I still think
> that it should not take an hour to cancel an account once it is
> satisfied. Nothing could have been promised to me to keep me as a
> customer. Nothing. Remember, I have been paying for a service for 8
> months that, not only did I hate but, was not using.
>
> Customer service is important. Cingular, like others, will eventually
> implode. Delta, Northwest, etc. were giants in their industry, but
> decided that the customer was secondary to profits. Southwest (and
> others), while frugal, still value performance and, in turn, profit
> from it. As the industry becomes even more competitive, the cream
> will rise and the others will have to file BK to survive. Nonsense?
> If I would have told youtwenty years ago that AT&T would be purchased
> by a Ma Bell upstart, would you have believed it?
>
> Thanks for you comments.-
>
> And the food chain is.....
> Care Rep
> Floor Manager (Supervisor)
> Manager
> Call Center Director
> Regional VP
> VP
> Office of the President
>
>
> Good Luck!-
>
> Thanks-
>
> -
I dont understand what your issue is now. They made a mistake with the
roaming and credited back what you asked for. You then didn't give them
a chance to finish the job by calling in next month whan the rest of the
roaming came in (how could they credit charges that were not billed yet
and they were never told about). There was another billing mistake and
they credited that back too. Then they tried their hardest to satisfy
you to keep you as a customer. What more could they have done?
If you are upset about the time it took to do these things, try to look
at it from the other side. If every person who called in and said "I
have large roaming charges and I want them credited" and the
representative did so imediately, Cingular would go bankrupt. Each
representative has to check all the notes on the account, (There could
be alot especially is the cust has called in a number of times), check
exactly where the roaming occured (sometimes that is difficult because
the maps dont always have all the cities searchable), check Policies
and Procedures to make sure they wont loose their job by giving you the
credit and then maybe transfer to another department and explain
everything if the credit is over their limit. This all takes time and
if the representative does it wrong enough time he or she could be
fired.
I'd like you to notice something, Cingular no longer has regional
plans. There are reasons for this and the roaming issues you
experiences are probably one of them. Very few people ever were on the
regional plans because the national plans were only a little more
expensive and garaunteed no roam no long dstance in the US. It is not
inconceivable that the reps who gave you the inaccurate info in the
first place haden't seen a regional plan in months and made an honest
mistake.
I also would like to check on you definition of lie. My definition is
telling someone something that they know to be untrue for some purpose.
Do you really think that the initial rep and supervisor lied to you when
the only possible outcome would be to upset you and cause you to call in
to get the issue fixed? Since that also wrote what they told you down
they can and probably have been hauled up on the carpet for giving that
misinformation. Do you really thing a customer care representative would
sit there and think "Today I am going to tell the next customer a lie so
he will get a huge bill and cause us to have to figure out exactly what
happened and credit him back. Oh yeah and I will make sure that I write
down all my lies so my supervisor can come have a long talk about
chacking facts and being sure what I tell the customers is accurate.
Boy that will be fun". Everyone is human and everyone makes mistakes.
--
movak
.
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