Is it too much to ask to expect a company to know how to operate their own computer systems?
I am a user of the Iphone 3G, and of course that means I must use AT&T. Others have talked about the various service disruptions, undependable voice mail, and generally being a bottleneck to an otherwise awesome phone. Here in the Tampa Bay area, I haven’t had many problems with the service. Sure, a few dropped calls. Times where my voice mail is delayed. Overall, however, it has been fine…
Unless you need to change something.
Recently, I decided to add flat rate text messaging to my plan. A simple $5.00/month addition to the plan. Instructions were to leave everything else in place.
The lady tells me it has been added, thank you and have a nice day.
One little problem, though. She never added it. When I got my next bill, I was being charged on a per-text basis still. So, I call the company about it and my account showed no record AT ALL of my prior call to add this $5.00 text messaging plan.
What the hell was that lady looking at when she told me it was done?
Oh, but it gets better.
So, the second lady apologizes for the inconvenience and proceeds to add the text messaging plan. She tells me it has been added, she reduces my bill to take off the prior charges for text messaging. Thank you and have a nice day.
One little problem. My Iphone no longer had ANY text messaging capability. At the same time, NO INTERNET. No 3G or Edge coverage at all.
So, I call for the THIRD time. Get this…
No record of me adding text messaging. I told her to add it – AGAIN – and to tell me why I have no Internet. She said my plan had no data plan. I proceeded to tell her it DOES have a data plan and I’ve been paying for it since day one. Then, she said “Oh wait, yes it does.”. Which is it? She said there might be something wrong with my Iphone, so she “adds” the text message plan then forwards me to support.
The guy in support looks and tells me I have no data plan and no text messaging. WHAT THE HELL? He says he has no idea what the other people were doing (I believe him). He said the Iphone doesn’t even come without a data plan and has no idea how one of those ladies managed to remove it from my plan.
This tech support guy fixed my problems.
It took 4 attempts and the loss of my Internet service to get a simple $5.00 text messaging plan added to my account. Hell, when I get my next bill, I wouldn’t be surprised now to find they never added it. Time will tell.
AT&T, do a damn IQ test before you hire people. Your first-level customer service is run by people who apparently are surprised when they manage to tie their own shoes in the morning.
0 comments