Blog by VONNIE DAVIS -- International, Award-Winning Romance Author: Adventurous...Humorous...Amorous.

Wednesday, July 3, 2013

AT&T .. Do Ya Hear Me Now???

We've had a frustrating morning at the Davis household. Calvin tried to install an AT&T model 1739 answering machine. Looks like a harmless enough gadget, doesn't it? The problem is you need an engineering degree from MIT to program the damn thing so it will record incoming messages.

So, after a couple hours of following the instructions word for word, over and over, Calvin called AT&T's Customer Service.

He was connected to a gentleman in Los Angeles, CA. He walked Calvin through several steps. After being on the phone ten minutes, it was clear he didn't know how to correct the problem.  Still, to his credit, he kept on "trying" as he kept Calvin on hold--for another 24 minutes.

THEN, HE SIMPLY HUNG UP ON US. GUESS WE'D USED OUR QUOTA OF CUSTOMER SERVICE FOR THE DAY.
 
We bought the product based on AT&T's reputation--on the value of their brand. Just as we writers are to build our brand by writing quality books, we expect companies to live up to their brands, their slogans. So what is AT&T's slogan? 4G Lite. 4G Lite??? Looks like their customer service was a tad on the "lite" side, too.
 
I know I'm cranky right now, but don't you get tired of paying good money for a product only to find the customer service behind it is lacking?
 
Why do companies even retain such departments if they aren't dedicated--read my lips: DEDICATED--to truly serving the customer? 
 
So I'm showing my displeasure with my fingertips and my feet. I'm blogging and tweeting and facebooking about my displeasure. As for my feet? I'm walking away from every AT&T product. Correction: Running...

11 comments:

Joanne Stewart said...

Oh, I feel your frustration, V. I can't tell you how many times hubby and I have had that same exact thing happen. Or one very similar. 90% of the time, the "tech" guy hasn't a dang clue how to fix the product he's working for.

Customer service just ain't what it used to be.

Vonnie Davis ~ Romance Author said...

You're right there, Joanne. Companies never hesitate to take our money, yet they balk at giving us a quality product or aggressive customer service. Just puts my undies in a twist!!!

Janice Hougland said...

I HAVE to make a comment on this, Vonnie. OMG! Part of me wanted to laugh at the predicament you guys were in with the stupid answering machine, but part of me commiserated and wanted to rage with you. I used to be a meek person, non-complaining, figured bad customer service was "par for the course," and just went on. Not any more! I really let the higher ups of a company know what I think about their customer service. Many of them ask for reviews online and I am honest as the day is long on those reviews. But I'm not afraid to go face-to-face with someone in a store too if their service was bad news. Sales people are untrained and uncaring. They just "put in their time" to get the money they were promised. Huh. They may think I'm a damn fool, but they are the fools. This subject really gets my blood pressure up...can't you tell??! :-)

Mel Bourn said...

I feel your pain!! AT&T is the bain of my existence. I once spent 2 hours on the phone with them as they transferred me from department to department as they didn't know how to deal with a closed land line account that they were still charging me for. Not a company I am very happy with.

Hope you are able to get better service with the next company.

Mel

Angela Adams said...

I'm still scratching my head and trying to figure out what their slogan "4G Lite" means (???)

Arthur Wooten said...

I found your great blog through the WLC Blog Follows on the World Literary Cafe! Great to connect!

Vonnie Davis ~ Romance Author said...

Oh, Janice, you are so SO right. Customers Service is practically a thing of the past. People just don't care anymore. They're only there for the check.

Vonnie Davis ~ Romance Author said...

Mel, phone companies as well as other utility companies know they have us. We need them more than they need us. But doesn't it grate your goat to know you are merely a number--and an unloved number, too?

Vonnie Davis ~ Romance Author said...

Angela, I think it pertains to their latest cell phone system...and is just as changeable as their next CEO's underwear. Meaning nothing lasts or is of great value to them, except the bottom line.

Vonnie Davis ~ Romance Author said...

Welcome to Vintage Vonnie, Arthur. Please come back.

Calisa Rhose said...

You need a 10 yo in the house, V. I hear that's the cure for everything technical. Yeah- I have an 8 yo so I'm still stuck in confusion myself for a couple more years.