Posted on 08/05/2013 12:44:27 PM PDT by MacMattico
As some of you know, my mother passed away last Jan. By June we decided to turn off her home phone and because it was my phone number since childhood, I called AT&T and asked if I could have that number as my cell number. They said no problem but there would be a $36 fee to do so. I was fine with that. Within a week, I had my childhood phone number as my iPhone number! They had done all the work and switched me over. I never stepped into a store.
In June , 2 of the 5 phones on our plan became eligible for upgrade. My iPhone 3 (yes I know-- old!) said "not eligible for upgrade until June 2014." I never get new phones so I knew this had to be an error. Even my daughter's 4 was eligible, bought way after mine. But nope! Supposedly when I changed the number I agreed to a new two year contract, and was given a new phone then! I was never given a new iPhone, and didn't ask for one. All I did was make a call and they changed my number and charged me $36.00.
They claim to have no way of checking into this, and Apple will not allow them to upgrade me this early so I'd have to buy a brand new iPhone at the regular price if I want one. Or so they say. My phone is on it's last leg so I need a new phone, and it's become more the principle then the cost.
Can't they track where this supposed new phone I was supposedly sent is? Did some employee just take it, keep it or sell it? Aren't there ID numbers or something they can check? I never complained about not receiving a phone because I never asked for or was offered one!
I used to run large customer service call centers. On the first day there, I told all of the managers and supervisors that if a customer got to me, they were getting whatever they wanted, so lets not waste everyone’s time. No matter the policy, if the customers story was legit, give them what they want.
I only had to refer to that conversation a couple times the first week. Shortly after that customers stopped getting to me. And our quality scores improved. And our customers were happy.
Customer service is pretty simple when you remember who really pays your bills.
I want to nominate you for Sainthood!
Regards,
GtG
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