OpenFiction [Blog]

More awful AT&T service

Posted in Uncategorized by scarsonmsm on March 4, 2013

Never fails to amaze me how truly bad AT&Ts approach to customer service really is. Was talking with a coworker the other day, and he mentioned signing up for MIT’s discount with AT&T. I realized from the discussion I hadn’t seen a discount on my bill for quite some time–long enough that I thought perhaps I’d even failed to ever sign up.

Went to the website to sign up, filled out the forms, and got an e-mail back saying they had a previous application for discount on file, so no change would be made. I contacted MITs AT&T rep and was told a) they will only credit back six months (alright, kind of cheap for their mistake, but I should have caught it), and b) I had to produce proof of the previous application that they already told me they have a record of.

Contrast that to a similar experience I had with USAA, a company I absolutely love. Discovered I was overpaying on my insurance bill and contacted them. They refunded the full two years of the discrepancy on the spot. My eight year old son is already asking me if he’ll be able to use USAA when he gets older. My eight year old.

If the AT&T rep had said, tell you what, you’ve been our customer for 15 years–our mistake, we’ll give you back six months worth of the discount, I wouldn’t be pissed enough to be spending my time writing this. For a couple of hundred bucks in charges they made in error, AT&T has bought a whole different impression on my kids and future potential customers.

One Response

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  1. Brandon Muramatsu said, on March 4, 2013 at 6:55 pm

    Maybe they *did* call you back to tell you that they saw the error of their ways. But because it’s AT&T you phone won’t register that a call should have been received. Ok, maybe not. Though that happened to me this past weekend…again.

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