Amid all the criticism for AT&T, I feel I must point out a point of redemption for them. Especially so in the face of the way Verizon has been treating me lately (like shit).
Sometimes, their customer service rocks socks.
In Mid 2008, I suffered a pretty bad break up with my ex girlfriend. One thing I didn't realize was that she decided to get revenge on me by racking up a $500 phone bill because I didn't shut off her phone soon enough.
After trying to get her to pay (and failing), I had to break down and accept the fact that I'd be responsible for paying this massive bill.
By myself.
I call into AT&T's customer service, and I get a girl named Heather. And I tell her the full story; I had a breakup, my ex decided to screw me up by racking up a load of data charges. I asked if there were a way I could do a payment plan for the phone bill.
(Trying to recall this from memory here) "That's awesome. It's not your fault, yet you're ready to take responsibility for someone else's actions on your account." She said. "I've been in your situation before, and I can totally understand how you feel. I'll apply a two-fifty credit to your account. I hope that helps you out."
Me: "Two dollars and fifty cents?"
CSR: "Nope, two-hundred and fifty dollars"
Me: *jaw hitting floor*
I almost couldn't believe this. I mean, she totally didn't have to do what she did. Yet, she went above and beyond to make my shit day even better.
Really, it's things like that that will give you loyal customers, customers who would die for you.
It's just sad AT&T's upper management seems to be staffed by idiots.
This is a terrific place, I can not believe I didn’t find it already.
Very interesting read. Thanks.