Wednesday, August 20, 2008
I spent 2 hours talking to something like 10 different people at ATT to figure out how to sign up for Online Billing on my DSL account. Some of my frustrations were:
-I was told by multiple people that I couldn't sign up for online billing because I have what is called a "Dry Loop", which means I only get DSL (no phone service). Not True
-I was inputting the last 7 digits of my Account Number incorrectly. The person on the phone told me not to use the last number. Oh so when you say use the last 7 digits, you actually mean the last 8 digits, but disregard the last digit. Makes Sense.
-I was bounced around from department to department across the country like a bad case of inter-office herpes.
-I was bounced to a number that is no longer in service. By a telephone company.
-Once I FINALLY got signed up, my account showed that I owed $95 dollars that I had paid a week prior. This payment showed up under previous payments, but my account still said I owed the money.
-When I signed up for DSL, the D-Bag who took my order promised me a $50 gift card to reimburse me for my modem. I never received it, and had to complain before I finally just got a $50 credit on my account. This actually was relatively painless except for the fact that I had to do it at all, and the operator said that the sales person was not allowed to do that. I assume crediting me $50 was easier than taking any action to find out who promised me something that they shouldn't. Or perhaps it's all part of their model because a lot of people just would have let it go. Which is shady to the max.
Sometimes companies get too big and merge-y for their own good, and they really need to call their own customer service and try to solve a real-life problem.
You my be interested in reading this article which inspired my post.