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Failing and Falling [Oct. 11th, 2012|08:42 pm]
I'm pissed off at at&t again, but if I write about it I'll probably start ranting. They are charging me more for Internet than they said they would, and have signed me up for a one-year contract (with early-cancellation penalty) that I didn't agree to. When I called and complained about it the customer service agent said that a supervisor would call me back within 48 hours to deal with the problem. That was more than 48 hours ago and, of course, there's been no call. What a crappy outfit at&t is.


Today didn't get warm enough to get the house any higher than 64 degrees, and tomorrow it isn't going to get even that warm, not even outdoors. It looks like my furnace-free streak will have to end. I've tolerated the house getting down to 60 for a few hours each morning, but I won't be able to tolerate a temperature in the 50s hour after hour. The house is dropping near 60 even now. I'll probably have to fire up the furnace long before morning. More money for PG&E. The only consolation is that PG&E isn't at&t.

[User Picture]From: lirianna
2012-10-13 01:01 pm (UTC)
You know... the whole key to getting what you want from any Customer Service area is to be insistent and disgruntled and persistent. Don't be rude, but just don't accept any of their excuses. And if the under-trained douchebag is refusing to fix the problem ask for a supervisor. And on your case, the fact that they already dropped the ball calling you back means that they will be jumpin' when you call.

Just speak in a firm, I-demand-justice voice, greet the person who answers the phone, ask them how their day is going, and tell them you need to speak to a supervisor. If they try to talk you out of needing one, explain that you were already told someone would call you back within 48 hours and they haven't. Give them the name of the person you talked to.
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[User Picture]From: lirianna
2012-10-13 01:05 pm (UTC)
Stupid Kindle posted that before I was ready...

My point is that if you bring to their attention the crappy customer service they will do almost anything to not have you report them to upper management for it.
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[User Picture]From: flying_blind
2012-10-14 04:34 am (UTC)
With at&t, upper management is a big part of the problem. Whoever sets the prices seems to be unaware that their full price offers just aren't competitive with the cable companies anymore, and even their discount prices are barely competitive.

I'm just hoping to get someone in customer service who knows that at&t management really bites, and who is willing to kick the company's arse on my behalf. In short, someone as disgruntled about being an employee as I am about being a customer.
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