Making a Difference

My Personal and Professional views

Posts Tagged ‘customer service

Customer Disservice

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I have been an ATT customer for over 15 years maybe 20. When you think about the 4 mobile phones in the house and my regular overseas travel the numbers add up. I would say that lifetime billings from ATT have run roughly 75K or approximately 5k per month.

Recently I moved my phone number to my corporate ATT account and setup the old ATT account with my wife as the account owner.

Today, when attempting to unlock an IPhones for my son’s semester abroad ATT denied the unlock not on the basis that the phone was ineligible but because the account was less than 60 days old. I have spent the past 3.5 hours trying to get this restriction waved only to end up with a case being filed and a 72-hour response promise. Not a resolution promise but a response.

If I wish to pay to unlock a phone I already own ATT wants $225.00. Which means this entire mess, which has brought me to the point of leaving ATT and moving to Verizon or Sprint, is all about $225.00 after at least 75K of business.

In my business customer is King. Customer is especially King when he/she is suffering because of some ridiculous bureaucratic regulation that results in punishing long-time loyal customers.

ATT you owe me 3 things:

1. An Unlocked phone, quickly so my son is not stranded in Europe without the ability to communicate for a reasonable price.
2. An apology for taking up my precious Saturday afternoon.
3. A 350 dollar credit for my wasted time and believe me you are getting a rock bottom bargain.

PS – Whether I decide to stay with or leave ATT over this I will still send them the invoice for $350.00. It will cost them more Thant that in accounting confusion trying to figure out if they owe it or how to respond.

ATT it is time to give customer reps like Alexis and Blaine and Carol some authority to make decisions on behalf of your customers. Take a hint from Zappos and then maybe we will not focus so much on the price of data but enjoy the value of consistent quality customer service.


Written by Jim McNiel

August 22, 2015 at 8:13 pm