11-02-2012 07:53:51 AM
Until recently, I had home telephone, DSL, and wireless service bundled through AT&T. When I cancelled the home telephone and DSL service, the wheels fell off my monthly statements.
Why does AT&T split up billing statements among different departments when bundling ends? More importantly, why don't those different departments take the time to play from the same sheet of music? I'm not sure they even have access to customer account records from one department to another.
The best part comes when you try to follow the trail of breadcrumbs back the labrynth to get an answer. Usually, you're transferred from mone department to another to share your story and be told that they can't help, "Please hold while I transfer you to correct department . . . <click> . . . If you're trying to make a call, please hang up and dial again." Customer service excellence from the weakest link in the chain.
Thre irony is that AT&T doesn't seem to want to share what it knows with its own people to help their customers. Some folks that I've spoken to have truly wanted to help, but they couldn't. It's like somewhere a decision was made that customers should do the work; after all, they'll keep calling if they think there's been a mistake with their monthly statement.