The Death of Customer Service
"Do I understand you correctly?" I incredulously asked the earnest young man on the phone. "AT&T will MAIL me a new receiver to replace the broken one. I will have to install your device myself?" "Yes, maam. It's easy. Just put it on top of the old one and move the connections to the new one. Since this is Saturday, you will receive it on Monday. Is there anything else I can help you with?" I guess not.
But wait, boys and girls - it gets even more bizarre. When the new receiver arrives on TUESDAY, the paperwork informs me that I should not install it until after 8pm as it will not be "activated" until then. Silly me, I thought sending AT&T $145 a month meant I was "activated." Okay, I call up Uverse technical support wading through the robot's BS. I was assured by another young tech that " it was already activated - just plug it in. Sorry for your trouble." Then I asked if I really had to find the nearest participating UPS store and take the broken receiver and my account info there to return it. "Well, you will avoid a charge on your bill if you return it within 10 days." WHAT??? Asked to speak to a supervisor; put on hold; asked if I wanted a call-back. No, thank you. "Does AT&T still have any department remotely resembling "customer service" I ask. "Let me connect you." After failing to make my complaint understood by the first level. "Please transfer me to a supervisor." Another hold session listening to AT&T lecture me about texting and driving; urge me to resolve my issues online; and various sales pitches. Finally, I'm told "I'm sorry. The supervisor is busy with another customer. You can leave a message if you want to." At this point I decide to quit throwing my time down a bottomless pit and bid her "Good night."
p.s. After installing the new receiver, all I saw was a message that the "Client needs to be initialized." until 8:00.
Welcome to the 21st century school of customer relations. Weigh the importance of one 43 year customer against the flood of younger clients. Younger clients that grew up learning that any device at any time is more important than whoever or whatever is there - wedding, movie, or funeral. We all understand that don't we? They view the necessity of cable and computer connection with the same importance that my generation placed on washing machines. So. if one customer is unhappy, the sheer mass of humanity insisting on the services as if it was life-support - not entertainment - then it's financially foolish to pay any attention to her. They have already had my money for a long time.
Welcome to ____. How may I help you? {give me money.)
The Death of Customer Service
"Do I understand you correctly?" I incredulously asked the earnest young man on the phone. "AT&T will MAIL me a new receiver to replace the broken one. I will have to install your device myself?" "Yes, maam. It's easy. Just put it on top of the old one and move the connections to the new one. Since this is Saturday, you will receive it on Monday. Is there anything else I can help you with?" I guess not.
But wait, boys and girls - it gets even more bizarre. When the new receiver arrives on TUESDAY, the paperwork informs me that I should not install it until after 8pm as it will not be "activated" until then. Silly me, I thought sending AT&T $145 a month meant I was "activated." Okay, I call up Uverse technical support wading through the robot's BS. I was assured by another young tech that " it was already activated - just plug it in. Sorry for your trouble." Then I asked if I really had to find the nearest participating UPS store and take the broken receiver and my account info there to return it. "Well, you will avoid a charge on your bill if you return it within 10 days." WHAT??? Asked to speak to a supervisor; put on hold; asked if I wanted a call-back. No, thank you. "Does AT&T still have any department remotely resembling "customer service" I ask. "Let me connect you." After failing to make my complaint understood by the first level. "Please transfer me to a supervisor." Another hold session listening to AT&T lecture me about texting and driving; urge me to resolve my issues online; and various sales pitches. Finally, I'm told "I'm sorry. The supervisor is busy with another customer. You can leave a message if you want to." At this point I decide to quit throwing my time down a bottomless pit and bid her "Good night."
p.s. After installing the new receiver, all I saw was a message that the "Client needs to be initialized." until 8:00.
Welcome to the 21st century school of customer relations. Weigh the importance of one 43 year customer against the flood of younger clients. Younger clients that grew up learning that any device at any time is more important than whoever or whatever is there - wedding, movie, or funeral. We all understand that don't we? They view the necessity of cable and computer connection with the same importance that my generation placed on washing machines. So. if one customer is unhappy, the sheer mass of humanity insisting on the services as if it was life-support - not entertainment - then it's financially foolish to pay any attention to her. They have already had my money for a long time.
Welcome to ____. How may I help you? {give me money.)