IS CUSTOMER SERVICE DEAD?

On the off chance some of you haven’t seen my rantings on Facebook this week, let me fill you in on my experience that began Sunday evening. My AT&T U-verse went out. At halftime. During Super Bowl. With a small party going on at my house. During Super Bowl. There was no picture on my TV. During Super Bowl. (Did I mention it was during Super Bowl? Sorry.)

So we missed all of the halftime show (although I understand we didn’t miss much) and part of the 3rd quarter while we kept resetting our cable box. Then it worked, then it didn’t, then it did, and so on for the rest of the game.

But here’s where it gets worse: I call AT&T the next morning to set up a service call. When I finally get to a real live person, the first thing she does is repeat my phone number back to me and asks if that’s a good call back number in case we get disconnected. Yes, it is, I replied. She asks for an alternate number “just in case.” I give her my cell number and think how thorough she is. We talk, she agrees I need a service call, she puts me on hold to set it up, and I wait. And wait. And wait. All the while, listening to very loud music. When suddenly, the music stops, and there is silence.

Hmm, that can’t be good, I think to myself. Nope, next thing I hear is clicks, and I know it’s all over. So I hang up and wait for her to call me back. Because, you know, she has TWO phone numbers for me, right? So I wait. And wait. And wait. And guess what? NO PHONE CALL!!!

So I’m getting REALLY PISSED! I pick up the phone and call AT&T back. The little electronic man recognizes my phone number and says, “I see you have a service appointment today between 4 and 9.”

REALLY???

‘CUZ I DIDN’T KNOW THAT!!!

What am I missing here? What happened to good old fashioned customer service? If you’re going to ask me for my phone number, then USE IT! Otherwise, just tell me that if we get disconnected, too bad, I’ll need to call YOU back. Then I won’t expect anything from you. And hey, if you schedule an appointment for me, then TELL ME!

Whew, okay, it’s time to let it go, Karen! The technician came, he fixed, he left. Hopefully my cable will work now. Next year, I’m going to Melissa’s house for Super Bowl!

Karen