Beyond Annoyed and Frustrated & Never More Convinced How Insignificant Customers Truly Are
On December 11... just last month, I went to the local AT&T store to add a new line to our account... this makes 10 lines now and for reference, I am not a small business... just a dad, looking after 9 other family members and making sure they can participate in this digital age we're living in. Something happened during this transaction I wasn't aware of and I don't think it was intentional... the kind man at the store accidentally changed my plan from Unlimited Elite to Unlimited Premium and a few days later noticed I didn't have access to HBOMax anymore. No big deal. Call the support line, explain the situation, find an empathetic agent, create a ticket, simple fix. That process began on 12/20. I've spent no less than 6 hours on chat and calls troubleshooting this with any number of support personnel at AT&T and here we are, roughly 6 weeks later and still no resolution. I even spent an hour with the HBOMax folks thinking that was a worthy avenue to explore. Long story short... the subject line says it all. AT&T seemingly doesn't care, which is not to say the folks I have spoken to haven't been kind and helpful... they certainly have. But, largely speaking, AT&T doesn't care. At least, that is my perception of this ordeal. I had contemplated trying to call again this morning... it's Saturday at 7:31 AM, but I just don't have the energy to do it again, so I am avoiding insanity (doing the same thing over and over again and expecting a different result), and perhaps someone behind the big curtain will take note of my open ticket and choose today to decide that my years of loyalty, though minor in the grander scheme, do mean something and perhaps, just maybe, I will be rewarded with a resolution. Or at the very least, the list of details associated with my Unlimited Elite plan will in fact be true and I will actually have access to HBOMax.