- Image via CrunchBase
posted by Doyle
Just when I think I’m going to leave AT&T alone, the saga keeps getting better.
My voice service is so bad that I filed an FCC complaint against AT&T. Yesterday, during a meeting, I received two phone calls from an 800 number I didn’t recognize. Since I was in a meeting, I didn’t take the calls, but no voice mail was left. The calls came in at 2:43 and 2:45, and at 2:59, I received this email:
Mr. Albee
I am the Specialist assigned to the complaint regards to your wireless service; and the information sent to Federal Communications Commission. I have been attempting to reach you, without success. If you would still like to discuss your complaint, I can be reached at 800-498-1912 ext 47113. My office hours are 7:30AM to 3:30PM (PST), Monday through Friday.
I look forward to hearing from you,
Sincerely
Rebecca Kilby
Customer Relations Specialist
Office of the President
West Region AT&T.
1 (800) 498-1912 ext.47113
Yep… left the number in on purpose. If you’re moved to call, feel free. And, I won’t even comment on the grammar (that’s a copy-and-paste). Seriously, AT&T?
What you can’t see in this post is the variations in sizes of the fonts. Clearly, this is a cut-and-paste job designed to provide a paper trail to say to the FCC “see, we tried to call… they didn’t respond!” At least they could have given their employees a template to follow that had proper grammar and punctuation!
My issues:
- Would you send an email to a client after calling twice in about 120 seconds saying “I’ve been trying to reach you, unsuccessfully”? I wouldn’t. That’s rude and unprofessional. It might cost me a client. That’s how I feel about this.
- I received an email from my friend and colleague Justin at Boldface Design. He received a similar call/email a couple of days ago. He returned the call, left a voice mail and has yet to receive a return call. Guess they’re too busy double-dialing people like me so they can tell the FCC they tried to call “multiple times.”
- If the email (above) was actually written by a customer service professional, that person should be counseled — immediately. Looks to me like legal had a hand in it (based on the cut-and-paste, the fact that the word “Specialist” is capitalized, and other clues) and they’re simply covering themselves. Any company that lets the legal department dictate the customer service is doomed.
So, AT&T irritates me so much that I file a complaint with the FCC, and instead of working with me, they simply check off boxes and irritate me further. Yet, my monthly bill will arrive and AT&T will expect payment. I love my iPhone, but the service it’s tethered to is awful. Just. Plain. Awful.
Have to say… I’m mystified at AT&T. Your handling of these issues is a complete joke. And Apple, really? Your customer service, in my experience, has always been nothing short of excellent. Why do you put up with this nonsense out of such an important business partner?
Oh, and Rebecca? You’ll be hearing from me first thing Monday. And if I miss you and you don’t return my call, I’ll keep trying. If it becomes a problem, you might check YouTube for the recordings.
My recommendation, AT&T? Quit throwing gas on the fire and treat your customers with the respect we deserve.
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7 responses so far ↓
1 Lucretia // Nov 8, 2009 at 5:02 am
Yeah, they're sort of the epitome of the "momentum sometimes carries a company well past the point where it should've imploded." Aren't they?
Crossing my fingers that Android shakes Apple up enough to maybe get them to realize that staying with AT&T will not further their customer base.
2 Gabe // Nov 9, 2009 at 3:55 pm
You nailed it! as an ATT Customer for (Inert number of years here), I have been utterly unsatisfied! I can not use my phone in my house and or home.
I took my phone to the ATT store and they checked for dropped calls::; they gave me a look like, wow this is not normal and replaced the SIM card.
(Inert name here)
#ATT FAIL!
PS this was not a cut and paste comment.. and or comments
3 Jack // Nov 10, 2009 at 12:57 am
Virtually all I hear abou AT&T are complaints about service. I want an iPhone but not badly enough to put up with all that crap.
4 Doyle Albee // Nov 10, 2009 at 1:03 am
Here's my problem: I love my iPhone. It's my alarm clock, the radio in my car, my email delivery, the device the delivers dozens of cool applications and more — but thanks to AT&T, it's the crappiest phone I've ever owned. I'd like to switch, but changing the device would be amazingly disruptive to my workflow. Maybe that's what AT&T banks on — if so, then shame on Apple. Either way, it's the best handheld device I've ever had tethered to the worst service I've ever had. Given that AT&T had the largest subscriber bump of all cell carriers last quarter, it's pretty damn pitiful.
5 Doyle Albee // Nov 10, 2009 at 1:04 am
ere's my problem: I love my iPhone. It's my alarm clock, the radio in my car, my email delivery, the device the delivers dozens of cool applications and more — but thanks to AT&T, it's the crappiest phone I've ever owned. I'd like to switch, but changing the device would be amazingly disruptive to my workflow. Maybe that's what AT&T banks on — if so, then shame on Apple. Either way, it's the best handheld device I've ever had tethered to the worst service I've ever had. Given that AT&T had the largest subscriber bump of all cell carriers last quarter, it's pretty damn pitiful.
6 MattEmmi // Nov 11, 2009 at 7:00 pm
Just left me a message with Ms. Rebecca here myself… My only comfort is Verizon in 2010. can't any longer count on ATT addressing the situation.
7 Mathew // Dec 17, 2009 at 1:53 am
Started a Facebook group The People of Boulder County vs. ATT
The plan is to notify the media that we will be visiting our local ATT store en masse with our list of grievances.
222 members just like that.
Here is our group if you want to join up.
http://www.facebook.com/group.php?gid=15432847383...
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