Customer Service Issues with AT&T Wireless Telephone

So, two years ago, I got a LG (Android) tablet from AT&T as one of their “get a free tablet when you get an iPhone, if you sign a two year agreement to pay for a line for two years.” The two years expired, and I did not use the tablet in such a way that it required a telephone line. I only used it at home, using my WiFi. And, I did not like the Android as much as I liked the iPad that I got for my hubby.

This month, the two year agreement had expired, and now I was going to have to pay $20/month for the line. I called AT&T and asked them to disconnect the line, explaining that I did not need the line. The customer service rep kept trying to overcome my objections, kept offering me a discount on the line, and would not agree to disconnect it. I persisted, saying I did not want a discount, I wanted to disconnect the line. Finally, I asked to speak to her supervisor, and, after repeating my desire to speak to her supervisor about eight times, she finally put me on hold. When she came back, instead of connecting me to a supervisor, she started to speak, non-stop, for the longest period of time. I kept saying “no, supervisor” repeatedly. When she finally paused for breath, I repeated “supervisor” and she said “hello? hello” I can’t hear you, so I’m hanging up now!” And then she hung up!

I called AT&T back, spoke to a different customer service representative, explaining how frustrated, and angry I was with the representative I had just spoken with. She agreed to disconnect the line, effective today. I asked if I could speak with her supervisor, explaining that I wanted to register a formal complaint against the previous service representative. She immediately transferred me to her supervisor, and I explained the situation, saying I wanted to register a formal complaint. He took the information, and said he would send the complaint to the appropriate department, and arrange for the previous representative to receive better training. Then I asked him for a customer service credit, and he acted like he had never heard of such a thing! I had to explain to him that companies can (and often do) give a customer service credit (on their bill, for example) as a way to “set things right” with customers when they complain about having received poor customer service. So, eventually, he agreed to give me a $25 credit on my bill.

I don’t think that I should have had to go through all of that, and I think that the supervisor should have offered me a customer satisfaction credit, and not waited for me to have to ask for it. With all of the competition out there, for cell phone service, I have to say that I’m surprised at this poor customer service experience that I had today!

Thankful For a Mild Snowstorm but Aggravated at Doctor Office

The weatherman was predicting a huge snowstorm to come bearing down on our house last night. The snow started in the afternoon, but it seemed to be a lighter storm than predicted. The weatherman was predicting 8 – 12 inches. After all was said and done, we only got three inches. I am grateful for the smaller amount. To be honest, I was worried that we would lose our electricity, and even though we can survive a few days without it, we have been spoiled by our easy access to electronic entertainment!

Thinking we would lose our electricity while sleeping, we cranked the heat up, so the house would stay warmer longer, and we put several large buckets in the bathtubs and filled them with water for flushing needs. Better to be prepared and not need it than the other way around!

This morning I was scheduled to have a medical appointment for injections to treat my migraines in DC at 11am. It takes about two hours to get there from where I live. Seeing that almost every business and government and school in DC (and surrounding areas) was cancelled, Metro being shut down, and a state of emergency declared, it would be reasonable to assume that the doctor’s office would not be open. In order to get to my appointment, I need to leave by 9am – if the roads are good. About 8:30 I started trying to contact the doctor’s office to find out if they are open and seeing patients. At first I got the automated message telling me to leave a message and they would call me back in 48 hours. That was not going to do the trick, so I called back and hit a different option. Same thing. Third call, I finally got a live person who assured me that they were, in fact, open. I indicated that I would like to reschedule my appointment for later in the day if that was possible, asking if they had any cancellations I could take. The lady got rather nasty with me and told me that if my appointment was for 11, then I had better by there by 11! She then told me to hold on while she checked for cancellations. After being on “hold” for about five minutes, I was disconnected. So I called back again, explained again what I needed, and put on hold again for about five minutes. Then someone else came on the line and told me that the doctor had called in and said that she was not coming in to work today because of the weather and bad roads, that they would call me in 48 hours to reschedule my appointment for another day.

On the one hand, I was grateful that I did not have to make the trip – the roads are probably slippery and with a ban on street parking in DC because of the snow, it would probably have been a real nightmare going in! However, I did not appreciate the less than stellar customer service I was given by the folks at the doctor’s office when I was trying to figure out if I had to hit the road to go in and brave the bad roads, only to find out after about thirty minutes of aggravation that the doctor had called in to say that all appointments needed to be rescheduled!

An exercise in patience

Culpeper Star Exponent
Culpeper Star Exponent

On October 22, I decided to go online to subscribe to the local newspaper – the Culpeper Star-Exponent. The process took several minutes, and I placed the order under my business name of 2 Market 2 Market Your Dot Com. I ordered a special deal of $10.85 a month through some kind of EZ Pay plan.

When I clicked on the “order now” or “submit” or whatever the button was to finalize the whole order, I got an error message that the order did not go through, telling me to call their customer service number. So I called the customer service number, explained to the lady what happened. She apologized and said that she would be glad to help me with that. I had to give her all of the information again, and she quoted me a price $11.40 for the month.

I told her that I wanted the $10.85 price, and she said that deal was only through the Internet and she could not give me that price. I asked to speak to a supervisor, or if I could get an over-ride, and she said no. She did suggest that I wait a couple of days and try to order online again.

Well, I was aggravated, but did not want to wait a couple of days, so I went ahead and told her that I would pay the higher price, so I placed the order through her. The paper was supposed to start the next day, October 23. It did NOT start the next day, there was NO newspaper delivered.

On October 24, I got TWO papers, both dated October 24! I thought to myself, “well, that’s a strange glitch, I will wait and see what happens tomorrow and if I get two newspapers again I will call to straighten the situation out. Well, you guessed it, the next day I got TWO papers, again dated the same day.

Note: looking through the newspapers that I did get, I saw a full-page ad for the EZ Pay subscription of $10.85 on page B7, telling people to call them at 540-829-5496. There was no mention that in order to get that price you had to place the order online!

frustrated woman (free clip art)
frustrated woman (free clip art)

I called circulation to ask them what was going on, and they said that I had TWO subscription accounts now. One in my business name, and one in my personal name! Well, that was annoying on several levels – I had ordered the subscription to be in the business name only, not my personal name, and I only wanted ONE subscription, not TWO!

I explained to the customer service representative what had happened, and that I only wanted ONE subscription, not TWO, so would they please cancel one of the orders. I asked them if one of the orders was for the $10.85, and they said yes, the one in the 2 Market 2 Market Your Dot Com was for $10.85, and they other one (the one in my personal name) was for $11.40. I asked them to cancel the one in my personal name, and keep the one in my business name. They told me that they would do exactly that.

Today, Saturday, I was hoping to go down to the newspaper tube and get my Culpeper Star-Exponent Newspaper. But the box was empty. Hoping that maybe the paper would arrive later in the day, my hubby and I went out running errands for the day and got back home at 5:30. Stopping at the newspaper tube to get the paper, I was very unhappy to find that the tube was still empty! However, in the mail box are TWO bills from the Culpeper Star-Exponent for both of the subscriptions!

Letter to the editor (free clip art)
Letter to the editor (free clip art)

Going inside, I found the customer service number and called them to ask them to make sure that I get a newspaper tomorrow, Sunday. Their office is closed until 6am Sunday morning. I am finding this to be quite the exercise in patience! I am considering sending this post as an email to the newspaper in the form of a Letter to the Editor. What do you think?

Finders keepers, Losers weepers (not)

Did you leave something behind at Wal-Mart in Warrenton VA by accident today? Go back and ask for it at the customer service desk.

Today around noon I found something left in a shopping cart at the Wal-Mart in Warrenton VA. It was left in the baby-seat part of a cart in the parking lot cart corral.

Because of the nature of the item, and the possibility of people trying to claim it that don’t rightfully own it, I am NOT posting what it was.

Normally I don’t get a cart from the cart corral in the parking lot, but today something came over me to go get a cart from the corral. The first cart I grabbed was stuck to the cart in front of it. After giving it a few tugs I gave up and pulled out the cart from the row beside it. I immediately noticed that there was something in the baby seat that did not belong there.

I turned it into the customer service desk inside the Wal-Mart and made sure that at least the customer service manager in addition to the clerk at the desk knew I was turning it in. Hopefully the rightful owner will be able to get it back. I did NOT see any ID on the item, so I assume you will have to do something to prove it belongs to you.

So….if you (or someone in your family) went shopping at Wal-Mart in Warrenton VA today and left something behind, go back and ask at the customer service desk. The clerk’s name that I turned it into was Amanda.

Good luck