I work from home, and need a land-line phone, and am in the process of moving into a brand new house.
I called to schedule a "transfer of service" with AT&T on 07/25. The next day, I called to reschedule the date, to a later date. However, when I rescheduled the date, since the date fell on a Saturday, the representative needed to obtain approval for the date. The AT&T Rep did not ever obtain the approval though. (by the way - AT&T has always received payments for their services on a timely basis).
Here's the timeline:
Fri, 08/03
phone line turned off around 9:15 AM CST.
Spoke to 5 different representatives, who each advised me that my phone line would be turned back on the same day.
Sat, 08/04
still no service. I finally spoke to someone, who took accountability for the error, and vowed to resolve it that day, which she did. The phone worked for the next day.
Sun, 08/05
phone worked
Mon, 08/06
no phone line again.
Called & left several messages with the manager who resolved/fixed the problem on Saturday. No one called me back. Found out at the end of the day, no one at AT&T makes any outgoing calls.
Tue, 08/07
still no phone line. Again, tried to leave messages with the representative I spoke to on Saturday. Escalated the problem to yet another manager
NOW (Tue, 08/07, late afternoon) Why, or better, how, can utility companies continue to employ people who have no sense of accountability, when things go wrong? Will it ever be possible to expect our standard level of service, for things to go right? Has our society now LOWERED our standards, to liberally fit anyone, who feels that something is owed to them? Now, I have to escalate a problem to management, in order to obtain the standard level of service.
0 comments