I have been a loyal customer with AT&T Wireless [digital] for over 5 years now. They have been my only wireless provider, and up until recently I had been very satisfied with their reception and customer service. [I have noticed the difference with customer service after the merger with cingular]. If I had a complain or questions they were answered or taken care of immediately. Knowing that not everyone is perfect, every mistake I saw was immediately compensated for.
Just recently, in my quest to get information about GSM network and phones, I strolled into a store. Eventually from our conversation Bob found out that I am a teacher. I have been for the past eight years. He was excited to tell me that I was eligible for a 15% discount on my bill each month [under the "NATIONAL ACCOUNT DISCOUNT"]. At first I was very excited, I thought that this was a new AT&T Wireless promotion.
What I found out shocked me... This discount has been available for the past four years. A discount I was never offered. A discount that would have saved me well over $350 dollars that past four years. A discount that would take at least two more billing cycles to come to effect.
As I had done in the past, I decided to phone AT&T Wireless... Eventually after being on the phone for a little over two hours, the maximum compensation is $120 over the next four months. This is not bad, but it is not good. I eventually asked to speak to a manager to see if there was any other way I could be compensated for either in additional merchandise discount or added minutes, but he was rude and short with me. He, Mr. Termaine, told me that there was nothing else anybody could do for me. Also he said that it was the Telecomme Manager's fault for me not being informed of this.
I am a customer, I do not know the foundation within AT&T of who is called what... I patiently asked him to explain to me who the telecom manager is... He was short again, but eventually he explained, that every area has a telecom manager, and it is up to this individual and his team to lay the ground work for how the information about promotions is distributed, whether through brochures or emails or what not.
I asked for a name and telephone number, and was given the name of Mark Driscoll [I had to ask him 3 times to slowly spell this individual's name]. When I called Mark, I immediately got to his voice messege saying that as of August 1st of he would no longer be with the company and to direct all questions to Rick Zambriano [mispelled last name] at 703-626-0728.
I am currently waiting for a return phone call from Rick... To further understand who's fault it is, and why more customer's aren't aware of this discount. After speaking with three individuals this morning [customer service rep., National Business Service rep. (1800-999-5454), and National Service rep. For the resolutions department—Mr. Termaine] I do not think there can be any more compensation... That's $240 dollars more that I qualified to get discounted for.
I am very disappointed with AT&T Wireless because I, too, have noticed a big difference with the customer service after the merger with Cingular. My contract is up this coming September and I do not know whether to renew or not with them. If I don't renew, I will never have recieved any discount from AT&T under the National Account Discount. An hour has passed, and I am continuing to wait for a return phone call... From Rick.
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