Having issues with your wireless provider? Look here for some tips!


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  1. ukulele_ninja

    ukulele_ninja Member This Topic's Starter

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    Not sure if this is the right place to share this or not, but wanted to give some others some help from my own experiences.

    I have recently gone through an awful battle with ATT regarding my upgrade status for a new phone. The very vague version of the story is that three months ago my online account showed me as eligible for an upgrade and I was going to get the Iphone 3GS. When I went to the store to buy it, I was told that I was not eligible because my account (on their end) said I was not eligible. After countless arguments and working my way through the 'ranks' of management I FINALLY came to learn that Apple's agreement with ATT does not allow them flexibility to correct customer concerns with the iphone and they are not allowed to do price overrides. The truth of that is questionable, but regardless they outright refused to give me the standard upgrade pricing on the Iphone. In the end I chose to go with the Captivate and from what Ive read, it was the right choice [​IMG]. I thought though that I would share with you all some free tools and services that are available to consumers that helped me and can help you get your complaints and concerns taken care of.

    Most of you I hope already know about some of these, but if you dont they can be priceless.

    1. The Better Business Bureau: (www.bbb.org) The BBB are the knights in shining armor for consumers. They basically will act as a mediator between you and a company who you are having difficulty getting through to or who you feel are giving you the run around. The best part is that since the BBB gives 'report cards' to millions of companies across the country, you can almost always get in touch with a very high up customer service worker who has more flexibility to help you. ATT in general has a department dedicated strictly only to addressing BBB complaints (Corporate Escalations Department Consumer Complaints Division) The only way you will ever have the privilege to speak with these individuals is to go this route. Theres never a guarantee with the BBB, but it will beat dealing with mindless call center drones who are unwilling or not allowed to take care of your issues appropriately. The complaint process is very easy and user friendly and in the best case scenario you will be contacted by the company within 7 days of filing. The BBB will stay in contact with you throughout the entire process and keep you updated with what the company is submitting to them as well.

    2. The Federal Communications Commission: (www.fcc.gov) Did you know that the FCC oversees the doings of all wireless carriers in the country? If all else fails, an FCC complaint is the equivalent of calling in a customer service artillery attack against a wireless company. The company is REQUIRED to address any complaints submitted by consumers to the FCC and you WILL hear back about your complaint. Best yet, the FCC will fight for your side of things and encourage the carrier to work towards getting you a fair resolution. Again, there are no guarantees, but if your getting the run around continuously then go this route! One of the most common complaints to the FCC about carriers regard early termination fees and with the FCC on your side you can almost always get a clean break from a cell contract without having to pay any of those nasty fees that can add up very quickly.

    3.BASIC CUSTOMER SERVICE CALL CENTER WORKERS ARE COMPLETELY WORTHLESS TO YOUR CAUSE! I would repeat that but I think you get the point. Call Center employees are extremely limited in what they can actually do for you. Do yourself a favor and ask to speak to a manager, if they tell you that you the manager will say or give you the same resolve, ignore them and again demand to speak to a manager. Call Center employees are trained to try and steer you away from speaking to anyone above them and they will try to convince you that doing anything above them is pointless. DON'T LISTEN! Stick to your guns and talk to a manager or supervisor.

    When it does come time to speak to a manager you will be in much better hands because you will actually be talking to someone who has the authority to resolve your complaint and offer you something in return. Supervisors are USUALLY more sympathetic about your complaint as long as you don't jump down their throats from the get-go. Explain your issue sternly and tell them what you want in return. You don't have to break out the boxing gloves but don't be a pushover either, if you don't get what you want, then move onto the next rung on the ladder. It may sound like a lot of work, but if your getting the work around then it is worth every bit of your time and energy to fight it. Don't back down till you get a fair resolve.

    Also, the BBB and FCC are excellent bargaining tools to use in your favor. Threatening to file a complaint with either organization can sometimes be enough to tilt the scale. Companies fear this because they know its incredibly easy to file one and there's a good chance that your going to do it if you threaten it.

    Again, desperate times call for powerful action. Don't let these comapnies bully you, tell you that your wrong or the worst one: tell you that you don't understand how something works. Companies love trying to convince you that your wrong and that its your fault that your account or whatever is messed up.
     

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  2. Andy in NY

    Andy in NY Well-Known Member

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    I went through an issue with my droid 1 2 weeks after i got it... long story short i went into a store for a battery problem (only lasted 3-4 hours). when i left the store my phone had no 3g service. went back and the manager shrugged me off saying it couldnt have been them. they couldnt replace the phone with a new one because they didnt have any, nor did a store within 500 miles. so i called cs that night to tell them what happened. they transfered me to a "droid specalist" who was completly useless, then when asked to be transfered to cs again everything was in spanish, then the call disconnected. after several repeat calls over the next few days i got nothing accomplished, and was stuck on vacation with a device that only worked as a phone. everytime i would call back to tey and get a new phone sent to me i got the run around with techs, etc. finally, 8 days later they ordered me a new phone. when it came it was a refurb (i was within 30 days of buying it). cs said nothing they could do, there were no new droid 1's anywhere and i was stuck with the refurb.

    this time i placed a call to the office of the CEO. spoke to someone there who fielded my complaint. gave me a credit for a full months service, and ordered me a DROID 2, overnighted.

    dont hesitate to find the number and CALL (not email) the office of the ceo. they are the ones who will get something accomplished.
     
  3. ukulele_ninja

    ukulele_ninja Member This Topic's Starter

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    Glad you got your issue taken care of! It took a call from the CEO's office in my case too to get it accomplished. I cant stress enough that you should always for-go the worthless CS reps and go for the big wigs.
     

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