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Thu, Jul 8, 2021 2:23 AM

Bad Customer Service Turned To Good

A few weeks ago, I had to get my telephone number changed due to a fraud alert. After the representative realized that I wouldn’t be buying any additional services, she changed my number and immediately hung up on me without offering a choice of number or even telling me what my new number was. Luckily, I received a confirmation email with my number on it. I called back immediately and spoke with an excellent gentleman who spent time offering number choices and waiving what would’ve been a 2nd number change charge.

Flash forward about three weeks: I needed internet service at my new place. I get a nice discount from AT&T, being a retired employee. So I called CUSStomer Service and was told that discount eligible former employees could begin the order process by logging on to ATT.COM/DEP and filling out an online form with their service needs. A discount specialist would pick up the request, call back and ensure that the former employee got the discount of which they’re entitled.

Twelve days later, no call. I called back and told the young lady that the discount service ordering process was flawed, and that I was happy to give her the sale if she’d take my order. She agreed, but after some research she informed me that the best service available in my area was ‘Internet 18’ and it lacked the testosterone to reliably stream. She added, though, that I could remedy the problem by using my AT&T phone as a hotspot. I told her that sounded like a bad idea to me and I would have to find a different provider. She said she understood and we cordially ended our contact.

I found out that my sister, with whom I’ve been living, has Internet 18 and we have individually streamed movies simultaneously with no problem. Also a friend has Internet 18 and has no issues.

So this morning I took a deep breath and called again. I would not tell the associate that I was a former employee. I decided that I would just have to call back to get the discount added after my first bill.

I consider myself very lucky to have connected with an intelligent, informative, meticulous, courteous, and downright fine young man who handled my order effortlessly and made excellent suggestions relevant to me. I did not understand the gentleman’s name but I’m sure he can be tracked down, and I hope that he gets a stellar commendation on his record. 

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