Customer Disservice

I didn’t know if was possible to ‘hang up’ on someone during an online chat. It is. An AT&T rep did it to me tonight. It went something like this:

Minute 2: I typed to Deirdre that I wanted to cancel one of the numbers on my family wireless plan. She tried to convince me to stay and offered a transfer to an agent who could provide me an offer. The family member had already taken their phone elsewhere. I declined.

Minutes 3-16: I can’t even recall.

Minute 17: The number is canceled, but my new billing cycle started 2 days ago, so I’ll pay for a full month, because AT&T does not prorate.

Pause

But wait, I canceled another number earlier today and that was not communicated to me.

Hello?

Deirdre replied that it’s in the terms and conditions. AT&T does not prorate.

This is not a satisfactory response.

Deirdre replied that it’s in the terms and conditions. AT&T does not prorate. And do I have any more questions.

Yes, I do. I don’t understand.

[I’m typing……]

Deirdre replied that it’s in the terms and conditions. AT&T does not prorate. And do I have any more questions.

[I’m typing……..]

Deirdre replied that if I don’t have any more questions, it’s been a pleasure helping me and something else that I couldn’t read because it immediately disappeared as she hung up on me. Ended the chat. Disappeared the window. Done.

No one makes my blood boil at the level of AT&T. The company has consistently disappointed me. Made me angry. Frustrated me. Driven me to arguments and shined light on my fury.

Why do I let myself get so angry over it? I don’t know. It’s a company culture problem. It’s the reason I canceled my AT&T home phone and cable bundled service years ago. Perhaps I’m a glutton for punishment. I know I love my legacy unlimited data.

I’m spending my Friday night researching wireless alternatives.

Rant over.