I have been a Southwestern Bell (SWB) customer for years with okay service. About two months ago I wanted to make some changes to my home service. After going through a mandatory 5:01 minutes of voice mail options, I finally found an option to speak with a human being.
After another several minutes of waiting I got a person and explained I wanted to drop two services. This takes several minutes and they use this opportunity to try to sell you additional services, upgrades, etc. I explained I was interested in dropping the two services and I would appreciate him not trying to sell me anything. After apologizing, he continued and I spent about five minutes hearing about one offer after another with absolutely no regard for my preference.
Approximately two weeks later I broke an internal jack that needed replacement. Again I went through 5:01 minutes of voice mail before reaching service. Unfortunately I had to hang up and called later. After another 5:01 minutes I reach a recording telling me how important my call is but that "all representatives are busy, call later" and am disconnected. Throughout that week I wasted approximately 30 minutes just trying to get through voice mail to be disconnected just before being told how important my call was. I finally reached a service tech on Friday and after explaining how long I have waited just to get through, he scheduled a repair call on Monday. My son stayed home all day and no one showed. After another week and approximately 30 to 45 minutes of voice mail, being disconnected, etc., I finally reached service and scheduled another appointment. I said I needed the very last appointment of the day. I was assured it would be after 5:00 but around 1:00 they show when no one is home.
I go through another round of phone calls and get a third appointment scheduled again for the last appointment of the day. I take off work that afternoon and no one shows. After another wasted 30 to 45 minutes I get a fourth appointment scheduled, again the last one of the day and luckily my son was home when the guy shows just before lunch.
By now I have contacted another telephone company to change my service. I then get a bill from SWB for the service call for approximately $150. I write them including reasonable charges for my wasted time trying to speak to a person, three cancelled appointments, reimbursement for my time off work and tell them I want a credit for that amount.
I also outlined everything that happened. I guess it's no surprise I hear nothing but get another invoice with late payment stamped across it. I refuse to call them again and go through another 30 to 45 minutes just trying to speak to someone and resent my letter with my own invoice demanding a credit for my time.
I'm sure they will merely report me as a bad debt and a letter of explanation to the credit bureau will be ignored but right now, I don't care. SWB will never get another penny from me until they give me a credit for my time they wasted.
Rae
Austin, Texas
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