Adventures in Customer Disservice

I called the AT&T customer service line, which clearly connects to an overseas call center. The rep was apologetic and directed me to return the card where I purchased it for a replacement. I explained to her that I live in Austin, Texas but I purchased this card in Paris, Texas. I asked her if she had any idea how big Texas is? Thanks to J.R. Ewing and G.W. Bush, most people do, even in India.

She returned to her computer and searched some more. She came back and told me the card was expired. She said it was valid for six months and now expired. Not likely, the Paris trip was closer to two years ago, and the card worked two weeks ago. I told her (somewhat loudly and in an agitated state) that the product I purchased was 225 long distance minutes, I had about a hundred left and I wanted either a refund or a replacement for the remaining product.

She dropped me into the queue for a supervisor, where I held for a very long time. So long, I began questioning the sanity of doing this for ten dollars of long distance. Eventually the supervisor came on, took down the card info and looked it up in his computer. Without hesitation he said the card is good, it's a problem in the system, he'll submit a report and they'll have it working again within 48 hours.

Two things bother me about this episode. First, I'm troubled at how the answer kept changing. I finally got an answer I liked, but I don't have confidence it's any more correct than all the others. Second, why do I have the nagging feeling they might say, "Our problem, we'll fix it" just to get a complaining customer off the line. I'll try the card this weekend. If it doesn't work, I doubt I'd be willing to go through the customer disservice ritual again.


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re: Adventures in Customer Disservice

You can try it on me!!!!