I work for Cingular Wireless as a customer care representative and, while I'm sure this post will never be read, do have to defend my company. I deal with cusotmers from California and have been doing so for over 3 and a half years. While mistakes do happen, ANY company with over 50 million customers will make mistakes.
It has been my experience (and the experience of ANYONE who works in the customer care industry for ANY company) that 90% (and that's being forgiving) of the issues that people complain about are the result of:
a. Their own ignorance of their service, our billing practices, their contracts, or the nature of business in general.
B. Changes they have made to their own account without first understanding the results.
C. Failure to read their contracts before agreeing to them.
D. Their own insanity.
I deal with people day in and day out disputing charges because they fail to review thier bills or keep track of their usage. It's a very simply process, we give you a bill with the deatils of your charges on it, you read the bill, you know you charges. I will be the first to admit that we can drop the ball, however this makes up only a small percentage of the issues we deal with and we are MORE than willing to assist. I am so tired of people bashing Cingular (or the wireless industry in genral) stating that we set out to rip people off.
We are regulated by both the FCC and BBB and trust me, if we were doing the things we've been accused of, we'd be out of business or up to our eyes in lawsuits. My recommendation to anyone who has a dispute with Cingular is to first, read you statement and KNOW what you are disputing. Two, know your service and the limitations involved. Three, understand that just because your bill is high, it's probably (almost surely) NOT A BILLING ERROR! And finally, treat the representatives you speak with with respect.
All those people who say that a rep was rude to them for no reason are full of S@#T, you deal with people with an attitude all day long, we're gonna give it back to you. Treat us with respect and we'll move the earth to help you out.
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