Saturday, July 15, 2017

AT&T

"Crap.  They did it again."

I looked up, knowing that I was about to go from a good mood to a bad one.  Kathe was scowling at her phone.  "AT&T is charging me another $15 for going over the data limit.  I have not used anything since the last time they charged me.  This is now 3 times this month that they added $15 to my charge."

There's a bad mood on the rise.

Kathe has made five trips out to AT&T store, each time having the tech look and see if they can identify what is making her churn through the data.  She has turned off all of the usual suspects: FB, maps, anything that identifies where she is, basically all apps.  When we are at home, she uses the wi-fi, and essentially uses the data only when she suspects that a weather system might impact travel, while we are on the road.

She no longer listens to music.  She no longer watches videos.  She does not access maps, or download emails that are more than a line or two.  She uses her phone as a phone.  And she sends texts, which sometimes get delivered as much as three days later.

When she speaks to the folks at the store, they could not help.  Essentially, every single response she has gotten from AT&T was a shrug.  We can sell you a different plan.

Problem is, the plan would tie us to AT&T for another two years.  Not exactly a consummation devoutly to be wisht.  We've looked at the plans that offer to buy us out, and I have come to the conclusion that the cellular age just doesn't suit us so well.
Anybody interested in joining me in the neolithic?  I have a stone hatchet and a stone hoe I can trade you for some corn...

I tweeted my complaint, using the hashtag #classaction.  It got immediate attention.  Over the next two days, analysts analyzed, and techies teched, and there was a flurry of communication that ensued.  The end result was that I received 18 bucks.  

No explanation of how the overage happened.  No promise that it would not happen again.  Nothing like that.  Just $18.  

So now I will sit and wait for it to happen again, and hope for another flurry of messages when I next get mad.  Or, as I am sure that AT&T hopes for, I will decide that it is just not worth my time.  And that I will pay the money or change my plan.  Either way, problem solved!

Unless the problem is an unhappy customer.  In which case, problem not solved at all.







No comments: