I've talked with numerous underlings and finally, finally, an actual supervisor about our situation and she assured me,
not unsympathetically, that there is nothing I can do or no one to whom I can speak above her pay grade. I find this unbelieveable. There's got to be someone high enough up the food chain to listen to a reasonable request and have the authority to override At&t Policy in order to keep a loyal customer. We had U-Verse phone and internet for over a year, waiting for another television company's contract to expire. When it did, we waited for a good incentive program from U-verse, which came along in the form of a $200 VISA gift card. We signed up and were happy with the service. Enter the snag: someone wanted to buy our home AND had to move in as a renter before the sale and agreed to some pretty generous terms (generous to us) in order to do so. We scrambled, found a rental, and had to drop U-verse because the community only uses Hotwire. We're only here until the sale of the house closes, and we purchase another home in a few weeks. We missed the ABSOLUTE, ETCHED IN STONE 30 days necessary for the gift card by a few days. We'd signed up in good faith, never expecting to have to drop it, but now we'll be moving into a home already set up with U-verse. At&t will literally only have to change the first name on the account, and we're golden. Except we have a $236 outstanding bill with them, which my husband doesn't think we should pay. It's left a bad taste in our mouths. IF we used them again, they stand to make much more off of us for the next however-long-we-live than $200 but because some people have knowingly signed up for fraudulent services, no one is able to see that retaining a longterm customer is worth this? I'd gladly pay the $36. But there are a lot of companies that will give us the same business and not treat us like we're just an account number. Okay. Maybe they all do that. I was hoping for more from At&t, however.
While some people complain out outsourced customer service, I've dealt with other companies that use outsource agents as well, including the one I work for, and there are times when I've actually had better and more professional service. There are times when a US agent feels that the job is beneath them and they are just doing it until something better comes along. For the outsourced agent, many times this is the better job.
” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
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