I'm gonna tell you a little story about a big company. This company was chugging along just fine for many many years. They had millions of satisfied customers. Then, they partnered with an even bigger company and lost touch with the fact that it is the customers who allow them to operate.
Yes, boys and girls, I speak of SBC Ameritech and SBC internet services.
After having my LD service with tci for 2 years, I logged on to my ameritech account only to find out that they are routing my LD calls through a different carrier at a much higher rate.
My long distance rose from 35.00 a month to over 100.00 a month. When I phoned them to ask that these charges be prorated to reflect my actual carrier... Well, you can guess. They said for me to call Qwest!
Oh, and by the way, I have the thing on my line that prevents my long distance from being changed without my conset. Supposedly (I pay for it every month anyway). I call Qwest and they inform me that Ameritech just began routing my calls through them "out of the blue". Needless to say, Ameritech was NO help whatsoever.
Now, on to Ameritech DSL service.
From the 2nd month it was installed, the service has been, how shall I say? CRAPPY Frequent disconnects, some psychadelic colored screen at times when I try to sign on ect. Numerous calls to Ameritech yield no results.
I am told that I probably have a bad modem. Hello! AMERITECH sent me the modem! So, can they send me a new one or have someone come out? NO! I have to call Westell (the maker of the modem) which, Ameritech informs me, probably won't do much good anyway since I have had the modem for 6 months. AHA!
So, all those calls i made for the last 6 months where the dsl service rep said "just reset your modem", or "create a new profile", were just to keep me hanging in there untill the 6 month service period was up? Hmmmm. Nice customer service... NOT!
Ah! But the plot thickens! I have an online store. The records of the merchants in the online mall were hacked into. The mall notified us all right away.
My sister, who also has a store in the same mall, called me to say that she had fraudulent charges on her credit card from SBC. Well, says I, that is a communications and internet company!
A few days later, voila! I also have fraudulent charges from sbc to the tune of 2000.00.
I go to the bank and cancell my card. HERE"S THE KICKER! I call SBC fraud department and report that this is happening. They didn't care!
Wonder why your fees are so high? Hmm. And they HAD a list of cards that had been compromised and did nothing. The rep asked for the name on the acct!"The card number was stolen" DUH!
Said they couldn't cross reference with a card number. BULL!
I can track a person the the ends of the earth w/a card number.
Your rates are high because thier fraud dept accepts losses like thsi. Too busy doing thier nails to save the company money?
Susie
akron, Ohio
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