Customer Service Rep just lied to me and admitted they lied
I came home to a dead DVR box and called AT&T about bringing it in and switching it out for a new one. Can't do that. "It's against policy" I kept asking to speak to managers or someone higher up. Finally ended up with Ryan. I had also been online and found the name, phone number and email of the CEO of AT&T. I finally gave up trying to get my problem solved and agreed to a service call which meant I had to cancel my out of town weekend plans and lose my hundreds of dollars deposit. I told Ryan I had the CEO's info, mentioned his name and informed him I was not giving up on this and I was planning on taking my complaint to the CEO. I asked Ryan for his direct phone number to add it to the complaint. He got quiet and finally said they didn't have direct numbers that could be called. I asked for his extension number. He said they didn't have them because they move around from position to position. Both are lies as I have gotten direct numbers from other reps during service calls before. He then said he could give me his agent ID number. I didn't ask for this, he offered it. I said great, give it to me. Once he did, I asked for the Agent ID number for Charity, who I had spoken with previously and had transferred me to Ryan when I asked to speak with her supervisor/manager. He then told me, what he had given me wasn't actually his agent ID number, but was in fact the case number of my complaint. So I said. "you lied to me" He said "yes, I'm sorry" He lied to me, admitted he lied to me and I hope to god they really do record all their phone conversations cause he got recorded lying and admitting he lied to a customer. I also found out that instead of him being Charity's higher up, she is in fact his manager. She had gotten him to pretend to be her manager to LIE to a customer. I just send an email to Mr. Randall Stephenson, CEO and I'm headed to Twitter and Facebook next. Not only crappy service, stupid policies that work against the customer, but apparently all their service reps lie to their customers.