This saga begins with my attempt to provide a better customer service experience myself. Unfortunately this would require that I inturn rely on another company and their "customer care".
Several months ago I decided that those who require my services during off hours should not have to go through an "after hours answering service" to reach me. They should be able to contact me directly and we could solve the problem together. Using the philosophy of treating others in a way that you wish to be treated, I felt confident that this would be a great opportunity to set myself apart from others in my industry and also provide me with a moment of feeling good about what a thoughtful, big, mature, sincere, attractive, sexy person I am.
Armed with such good intent, how could I possibly go wrong? Let me illuminate if I may. The genesis begins in my initial bone-head decision to sign on with Cingular Wireless. Bone-head you say? But what about that cool little asterisk guy that does cartwheels around the screen on your TV during the ads? The claims of total coverage and high tech support? The guy who says "can you hear me now?" oops, wrong company... Well those are all good advertising gimmicks that lead you to believe that they are so much more than what they really turn out to be.
My first meeting with the sales "associate" was fairly non-eventful. She showed me the total coverage map of my area, and any other area I may wish to visit that was in this solar system. "Hey, let me tell you this sir, you are COVERED!" I must say that when I left the store I was feeling empowered to fulfill my clients' wildest dreams of how I care about them.
Did I mention the 2 year indentured contract of servitude?
In rather short order things started to, shall I say, move in a less than optimal direction. Reception while at my office and on the road (in selected areas) was satisfactory. However, at my home and other office (the very places I needed it to work!!) there was a total lack of reception. Hummph... he says scratching his head. Let's just go back to the store and talk to these well meaning and reasonable people.
Pardon me if I bullet these items as I need to keep them straight due to my eyes glazing over in primal rage while reliving this most fascinating downfall of the human condition.
1.) "Hi, may I speak to Ms. Smith. She was the sales 'associate' who helped me sign on to your program?" "Oh, I'm sorry sir, she doesn't work here anymore." "How can that be, it was just last week?" (Hair on back of neck begins to rise) "Well, you know how these things happen." Ok, forget about it, just soldier on and get to the point. "My cell phone won't work in the areas I need it to. My office in another town and my house, which just happens to be across the street." "Let me check my computer sir. Just as I thought sir, we don't have coverage in those areas." WHAT??? How can this be? What about the asterisk guy and the full coverage map shown to me that extends to Uranus? ......pause for humorous comments about Uranus..... "Well sir, this map on my computer shows the actual cell towers and their associated coverage." "But that wasn't the map I was show when I signed on." "Yes sir, this is the map for sales associates. Didn't you read the contract that actual coverage areas may be intermittent and that we are not liable for areas without coverage?" "You mean the 3-page micro-print legalease thing?" "Yes sir, that's where the information is located." "Could you do me a favor and find it in there for me?" "I'm sorry sir I don't have the time to do that just now." "Didn't think so." "What we can do is download the new software to your phone. That may help." "Sure anything you could do would be great."
2.) Huge surprise, the software didn't help.
3.) Back to the storefront. New sales human. Higher turn-over than a Chinese bullet factory. "My phone still doesn't work in the areas I need it to work." "Well sir there is nothing I can do for you, that's just how these things work." "You mean don't work, right? So what you are telling me is that I am paying for a service that doesn't work." "Yes sir." "Do you hear how unreasonable that sounds?" "Yes sir." "So, seeing as there is no way to correct this, can I get out of that contract?" "Sure sir, you'll need to pay the early termination fee plus $10.00 per month left on your contract and we will be surgically removing your left testicle." "Wow, that seems pretty severe for something that isn't even working." "Sorry sir, that's just how these things work." "You mean don't work." Well, maybe I can limp along by forwarding calls and rerouting problems...
4.) Huge surprise, my clients can't reach me and are getting pissed off.
5.) Back to the storefront. New sales human. Another mishap at the Chinese bullet factory eh? "Ok, I really need to get out of this contract now." "I'm sorry sir you'll need to speak to our customer care center." "You're kidding, right? Can't you just do it here?" "I'm sorry sir we're not authorized to do that from here." "But you are authorized to take my money for a non-working service and sign me into a contract that HAS to be unconstitutional?" "Yes sir."
If there is anything I love better than jock itch and cold toilet seats, it's calling anyone's "customer care" line. Phone trees ROCK! I'm secretly hoping it's a person from India. They get good and pissed at you for not understanding them.
6.) After the initial tech turfs me off to their supervisor, I get transferred to the "Retention" department. Hey, these people are so confident in their abilities, product and service that they have a department who's sole purpose is to keep you from running away screaming.
Well, apparently my phone was one of the lesser quality ones that they sell, or comes free with the contract. "What I can do sir is give you a free 30 day trail of our best phone. It has the best reception and should fix the problem. And if you don't like it just send it back."
(Please remember the map on the sales associates computer that indicated no service towers in my areas of need... I didn't.)
BIG mistake coming... wait for it...wait for it... 3...2...1... "Ok, let's try that."
In an attempt to move this along:
7.) Huge surprise, no diff in the service.
8.) Call customer care again, they say to bring phone to storefront and return it. My account will be zeroed and just the remaining months of contract will need to be paid for.
9.) Go to store front, they cannot accept return of phone, sales human cannot stay on line with customer care because she has more people to snare into contracts of illicitude. She says I must send phone back myself, and BTW phone is not 30 day free trail but prorated for the days I've used it. I relate to the sales human that if I were an individual of lesser mental stability that security in my immediate surroundings could not be ensured... on the way out she says in a thick, sweet patronizing way, "Good luck!" Quick calculation of time spent in incarceration for acting out the images running through my mind... nah, I got kids.
10.) Last hope, call customer care again. Just want to end this horror show. Cancel my contract. I just need a service that will work. Phone ghoul at "Call Center" of 900 people will not attempt to find those responsible for the waste of my day trying to clear this up. "I'm not going to get up and try to find that person. There are 900 people here." BTW when you activated the 30 day free trail - now not free, but prorated phone, you started a new 2 year contract and voided your remaining several months on your previous contract.
Did I mention that primal rage thing before?...
Important point here: I'm really not one of those crazy customers that you seeing going ballistic at the store. Really.
Until now.
After bringing the phone hag around to my way of thinking, we cleared up the prorated thing, and the "new" 2 year contract. Cancelled my contract and she read back to me my account status. My next bill would be $150.00 for the remaining time on my contract. Phew!! Wipe sweat from brow and take a deep breath. Hallaluyah!!!
1 month later...
bill comes for $250.00 of course I was charged for the prorated use of the phone. I gave myself the gift of not calling the "customer care" misanthropes.
It cost me $100.00.
The best money I've ever spent.