I am a former AT&T customer, and now a Cingular Customer. Last week I was told by a Cingular Salesperson that I could get a much better deal on my rate plan by upgrading my phone online and getting a new plan. I was told my current phone/plan are obsolete, and would soon pose a problem for my service.
I went online to Cingular and was pleased to discover the Motorola v220 was a deal. I purchased the phone and an accessories package as well. I checked the boxes saying I was a former AT&T subscriber, which should have migrated my cell phone number to my new phone.
I was disappointed when my new phone arrived with an entirely new phone number. This was not going to be acceptable. Knowing that mistakes occur, I contacted Cingular customer service and asked for assistance.
After more than 2 hours of being transferred from person to person (check the records of my new phone) and not receiving any help, I was told someone would call me within 3 days.
The following day I received an after-hours voice mail message from someone at Cingular Wireless saying that my old number could not be migrated to my new phone.
He said that in order to migrate my phone number to my new phone, I would have to physically take my phone into a Cingular Shop, purchase a new SIM card, and have it installed. After this, I should call him back so he could activate the phone at that time.
I was extremely irritated at having to purchase a chip that should've been included with my new phone, but I understand that when companies merge challenges arise. So for the second time, I sucked it up, and started calling Cingular stores in Seattle for assistance.
After calling three different stores and speaking with not a single employee who knew what a SIM card is, I give up. Worst of all, the woman who I spoke to at the shop on Market Street continued to carry on a conversation with a co-worker about a personal matter while I was talking to her on the phone. She was putting her hand over the mouthpiece, then speaking to a co-worker as I was talking. This was the last straw.
When I asked her if she wanted to put me on hold and finish what she was doing, she said to me Um, yeah. I can't help you and I'm busy. You'll have better luck calling customer service directly'. When I tried to tell her customer service had sent me to her, she said, Bye Bye' and hung up. I was floored.
Today I spoke with Mario in customer service; he attempted to be helpful. He said he was getting the same information I already had. He suggested I go online, order a new phone (the free camera phone Samsung 2400 just recently listed) and switch my plan again so that my number migrates to my new phone. Mario said I should send this equipment back and request a refund.
So I attempted to go online and do this. The website informed me that my number has ALREADY been migrated to my new phone. Let me assure you it has not.
I have been a customer of AT & T Wireless since 1998. This is a rare occurrence in this industry. My bill is always paid in full. I am disgusted by the largely disrespectful and unhelpful service that I have received from all but two Cingular employees I've spoken with in the last week.
What makes this all the more irritating to me is that I'm a self-employed public speaker on the subjects of consumer fraud and consumer rights. I write articles for magazines on matters such as this, and I'm hoping for a positive resolution to this issue.
As you can see, enclosed in this box are all of the equipment and information that was sent to me with the items that I have ordered. This is of no use to me without my number on it.
This is what I would like Cingular Wireless to do to resolve this complaint.
1. I want my credit card credited immediately for the purchase and tax amount of the phone and equipment that are enclosed in this box.
2. Today I will be purchasing packing materials and mailing this to you at the above address. I estimate this will cost me $10. I want a minimum credit of $10 applied to my next Cingular bill.
3. I would like to get the new Samsung 2400 camera phone (the one that you are giving away for free on your website) sent to me ASAP, and I would like my AT & T cell phone number (number deleted - see link below) ported/migrated to this phone so that it is usable upon arrival and activation.
4. I would like to be put on the $59.99/month plan with rollover minutes.
5. I don't want the standard two year contract. The level of service I've received thus far makes a two-year commitment to Cingular foolish on my part. I will agree to a 12-month contract. That would be fair and give Cingular an opportunity to prove themselves.
6. I would like a written apology
7. I would like written confirmation of all of the above
I will consider this matter resolved when all of the aforementioned details have been not simply agreed to, but executed. I await your reply.
Alicia
Seattle, Washington
U.S.A.
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