Here is an email I sent to AT&T. I might add they never resonded.
I am very upset with your service and customer care support. Here is basically the story. I called your sales department to find out how to get "Toon Disney" channel for my kids. I was told I needed to upgrade to a silver package.
I agreed to pay 20 buck more per month for basically one channel, since I really did not care for the other extra channels I was going to get. Well the sales person was able to do this, however she failed to mention that I would lose channels in the process.
"Upgrade?" in service usually does not mean lose of anything but rather a gain. I called the sales people to back to find out the particulars to my problem. I was told, "oh well", this upgrade does not include channels you originally got.
I then asked to place the channels or package that I originally had back. The sales people said that they could not do this, I needed to speak with customer care. I was transferred to them and waited 2 hours on the phone to get to talk with someone in Colorado. He basically understood what I needed done and seemed to know how to do it but did not have rights to do it. He said he
put in a thing where someone would call me the next day. I asked about when should I expect this call, he stated before noon.
Well, noon rolled around and no phone call, I waited till Monday morning before I called back. After waiting another 30 minutes to speak with some one, I find out that a supervisor thing was place in the system and would call me back before the end of the day.
Well it is 9:30 PM and still, no phone call. I called backed
to ask why a supervisor did not call me back. To my surprise there was an actual supervisor there. I was beginning to think they were mythical people that people talk about but never really seen before. I go thru and explain this whole problem again. She finally says that she will do something about this problem, well will see, but based on past performance by your company, I am sure not betting on this one.
I think that you do the following to improve your customer service.
A. Hire people to actually pick the phone and solve problems
B. If lower support cannot handle the problem and supervisor is needed, then one should be there to handle the problem.
C. If someone states we will call you back, then the people in your company should actually call the customer back.
D. Train your sales staff to learn the definition of upgrade. The definition of the word as follows:
v.intr.
1. To exchange a possession for one of greater value or quality; trade up.
2. Computer Science. To replace software or hardware with an upgrade.
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