I was listening to The Wall Street Journal This Morning and the host announced that in this time of economic challenge businesses are spending fewer dollars on customer service. However, he continued, those spending cuts have been restricted to certain account types. Apparently the cutbacks affect accounts labeled with the name Zeb, or alternatively, "Ceb" Fish!
This post is coming to you courtesy of AT&T wireless (again) who recently sent me a notice stating that my wireless service had been canceled due to an unpaid balance on my account, and that if I did not pay the balance the matter would be referred to a collection agency. Mind you, I was still using the number that they stated had been canceled. I called customer service, and after explaining several things that you have been privy to through previous posts, the customer service agent told me that I would have to pay the amount or the matter would be referred to a collection agency. It was as if two trains were passing in the night. CHOO-CHOOO! I was a little upset.
At that point I pulled out the big guns. I told him that the statements that previous agents had made to me about canceling the unsolicited line were violations of the Deceptive Trade Practices Act, that I could file suit against AT&T for those mistatements, that AT&T would have to pay my attorney's fees, that I could recover economic and actual damages, and that if the matter affected my credit score, that I could recover for those costs as well. Not to mention all the mental anguish that you have all seen me bear.
The agent promptly informed me that he was taking the charges off the account and that he was going to schedule a commitment *(see previous post for definition of commitment)* to make sure the account was closed. He told me that there would be no charges and that everything was taken care of. Call me a skeptic, but I wasn't feeling reassured.
For more than a decade now I have fought a losing battle with customer service agents around the globe - with all the outsourcing to India this statement is technically true. I have longed for a time when the tides would turn and I would emerge victorious and experience the joy of 100% customer satisfaction (honestly I'd settle for 80% satisfaction). But with all of my mishaps and disappointments, I regret to say that I have lost hope for ever winning such a victory. Hopefully my hopes will be renewed this Thursday morning at 9:00 when I receive my commitment call back from Michael Diez, AT&T customer service agent extraordinaire.
"Excuse me, Mr. Wendy's Fry Vat Operator, can I get you to spit more of your green gum into that batch of fries? You know how I like green gum and fries." (Another post, for another day...)
8 comments:
Yeah, I was in the room when he pulled out the "big guns." When he used the word attorney I just thought, "Oh he means business." He was not happy and I was just short of telling the guy off myself. Yes, ME!
Our last experience with At&t was back a few years ago when the manager made me cry and acted like a total jerk. I must say that after all the crap we have been through in the last 2 months I am even less impressed than I was 3 years ago. So much for At&t "raising the bar."
The attorney stuff does work, right? ;) I think you guys should just open your own businesses so you don't have all these messes to go through. ;)
Are you partial to AT&T? How are your feelings towards T-Mobile? I know a guy named Mike that works there. He speaks English fairly well and can even spell Zeb. Maybe he can help you out. Hee hee!
i look forward to the day when i can bust out the big guns myself. my usual tactic for dealing with customer service, as leah has seen me do, is to continue the following phrases, "i am unhappy with that result. that isn't good customer service. i'll need to speak with your manager." after saying this over and over, people get frustrated with me, get the manager, and i usually get what i want. that and the threats to take my business elsewhere...i agree, customer service in this country has gone to the dogs. in fact, it needs a new label, such as "our little ruse to put a band-aid on your gaping wound, in hopes that you might shut your pie hole."
I am sorry for your frustrations, but it is so freaking funny. I shouldn't read that right before class. I had a hard time not laughing out loud. Good stuff.
Ceb-
Loved that you pulled out the "big guns". Wish I could've heard the tone in your voice, although I can almost here it now. Deep breath.
Ang
Wow Zeb, I am impressed! The "big guns" really did work! You should do an act about your stories, they are so funny!
I LOVE it!! Don't mess with law students....we go for the jugular. Jack Bauer would be proud Zeb. (If you saw the law episode of 24 you'll know what I am getting at.)
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