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  1. #16
    Cliff
    Guest

    Re: Customer Service Complaint


    <[email protected]> wrote in message
    news:[email protected]...
    > That would be a great idea, if someone other than a CSR would see it.
    > No doubt, you are a Cingular/AT&T representative, hoping that I
    > continue the never-ending, never-satisfying process I've been involved
    > in for 17 months.
    >
    > Fortunately, I finally satisfied my contract yesterday. It still took
    > 67 minutes and three reps to cancel my service. While I was assured
    > that no charges would ever be billed again, I still fear that Cingular
    > will do whatever possible to find something to hold me there.
    >
    > AT&T was a very respected organization. Cingular has turned it into
    > the sleaziest piece of corporate garbage in the United States. I
    > don't say that easily. My mother retired from AT&tT with 33 years
    > service. She herself has chosen, even being entitled to discount
    > service for life, to change cell carriers, because of problems she and
    > many of her family and friends have had with the Cingular attitude.
    >
    >
    >
    > On Fri, 30 Sep 2005 18:54:52 GMT, "Andy S"
    > <[email protected]> wrote:
    >
    > >To send an e-mail regarding your account, first go to My Account and log

    in
    > >or register. (Your login is required so that we can give you the best
    > >possible service.)
    > >
    > >Cingular http://www.cingular.com/myaccount
    > >
    > >AT&T

    https://onlinecare.cingular.com/my-a...email-form.jsp
    > >
    > >HTH
    > > --
    > >Andrew D. Sisson
    > >
    > ><[email protected]> wrote in message
    > >news:[email protected]...
    > >> Is there a department that can be called to talk to someone above the
    > >> Customer Service level? I have been lied to and given misinformation
    > >> by both CSRs and Supervisors, yet I am told (by both) that there is no
    > >> department that oversees customer complaints.
    > >>
    > >> I find it hard to believe that a company the size of Cingular does not
    > >> have procedures in place to allow customers the opportunity to go
    > >> "over the heads" of the Customer Service Supervisors. Especially
    > >> when, even by their own admissions in the note history, incorrect
    > >> information/instructions have been given.
    > >>
    > >> Any phone number/address would be helpful.
    > >>
    > >> Thanks

    > >

    >


    The correct department to contact is indeed the Office of the President.

    The question I have is - and from what I am reading here - you have canceled
    your Cingular service. Of course it took a while to cancel. You don't
    think ANY company is going to let you leave without trying to keep you?

    AT&T and AT&T Wireless are indeed two separate companies so your mother must
    have been with AT&T. And her "free" service would therefore have been only
    for landline service - not wireless service.

    If you were with them for only 17 months I suspect that you will have more
    issues with them because there is no such thing as a 17 month contract. You
    either had a 1 year or 2 year contract and if it was a 2 year contract then
    I would suspect that you will get a final bill with a little present on it
    (ETF).

    But the real question here is that if you canceled your service and are no
    longer a Cingular customer then what is your reasoning behind complaining
    about something that is over with? Do you think that they (Cingular) is
    going to give you anything as an EX customer? I would think not.

    Finally, if a representative gave you an answer that you did not like and so
    you escalated to a supervisor and they gave you the same answer and you did
    not like that answer then I suspect that you will not like the answer that
    you will get as you continue up the food chain. Cingular is - if nothing -
    consistent with policies and demanding that employees adhere to the
    policies.

    And the food chain is.....
    Care Rep
    Floor Manager (Supervisor)
    Manager
    Call Center Director
    Regional VP
    VP
    Office of the President


    Good Luck!






    See More: Customer Service Complaint




  2. #17
    bamp
    Guest

    Re: Customer Service Complaint


    "John Navas" <[email protected]> wrote in message
    news:9uq%[email protected]...
    > [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]
    >
    > In <j5j%e.48$DO2.35@trndny06> on Fri, 30 Sep 2005 22:35:59 GMT, "Jeremy"
    > <[email protected]> wrote:
    >
    >>... Cingular probably doesn't
    >>give a rat's ass about people that complain. ...

    >
    > I know from first hand experience that it does care.
    >
    > --
    > Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    > John Navas <http://navasgrp.home.att.net/#Cingular>


    I know the BBB got me a $300.00 rebate from Cingular that they were not
    going to give me.

    ...
    bamp





  3. #18
    John Navas
    Guest

    Re: Customer Service Complaint

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <Jry%[email protected]> on Sat, 01 Oct 2005 16:03:53
    GMT, "Cliff" <[email protected]> wrote:

    >Finally, if a representative gave you an answer that you did not like and so
    >you escalated to a supervisor and they gave you the same answer and you did
    >not like that answer then I suspect that you will not like the answer that
    >you will get as you continue up the food chain. Cingular is - if nothing -
    >consistent with policies and demanding that employees adhere to the
    >policies.


    While that's true in general, it can be misleading in particular
    circumstances. I've several times gotten "not possible" answers at level 1
    that I was able to get accomplished at a higher level. Thus it's important to
    bear in mind that "not possible" may really mean "not possible at my level of
    authority" and that it might (or might not) be possible at a higher level.

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  4. #19
    Isaiah Beard
    Guest

    Re: Customer Service Complaint

    [email protected] wrote:
    > That would be a great idea, if someone other than a CSR would see it.
    > No doubt, you are a Cingular/AT&T representative, hoping that I
    > continue the never-ending, never-satisfying process I've been involved
    > in for 17 months.



    Gee, now I see why you're having so much trouble; if you don't like the
    answer, you autoamtically assume the person is a man-in-black CSR out to
    get you.

    You could start by explaining your problem here. What issue are you
    having that you've been wrangling with for 17 months, as you claim?


    > Fortunately, I finally satisfied my contract yesterday.


    Well then I guess you didn't need the number after all.



    > AT&T was a very respected organization.


    Yes, yes it was. AT&T *Wireless*, however, was the *least* respected
    organization in the industry, with the highest number of FCC complaints
    each quarter, during the last year or so that it existed. Your mistake
    is that you assume AT&T and AT&T Wireless are the same company, when for
    the final four years of their existence, they most certainly were not.

    > Cingular has turned it into
    > the sleaziest piece of corporate garbage in the United States.


    Ah, merger angst. That explains a lot. I had it to when Sprint bought
    Nextel, but I didn't go trolling about the newsgroups over it. I just
    left, and that was that.


    --
    E-mail fudged to thwart spammers.
    Transpose the c's and a's in my e-mail address to reply.



  5. #20

    Re: Customer Service Complaint

    On Sat, 01 Oct 2005 16:03:53 GMT, "Cliff" <[email protected]>
    wrote:

    >
    ><[email protected]> wrote in message
    >news:[email protected]...
    >> That would be a great idea, if someone other than a CSR would see it.
    >> No doubt, you are a Cingular/AT&T representative, hoping that I
    >> continue the never-ending, never-satisfying process I've been involved
    >> in for 17 months.
    >>
    >> Fortunately, I finally satisfied my contract yesterday. It still took
    >> 67 minutes and three reps to cancel my service. While I was assured
    >> that no charges would ever be billed again, I still fear that Cingular
    >> will do whatever possible to find something to hold me there.
    >>
    >> AT&T was a very respected organization. Cingular has turned it into
    >> the sleaziest piece of corporate garbage in the United States. I
    >> don't say that easily. My mother retired from AT&tT with 33 years
    >> service. She herself has chosen, even being entitled to discount
    >> service for life, to change cell carriers, because of problems she and
    >> many of her family and friends have had with the Cingular attitude.
    >>
    >>
    >>
    >> On Fri, 30 Sep 2005 18:54:52 GMT, "Andy S"
    >> <[email protected]> wrote:
    >>
    >> >To send an e-mail regarding your account, first go to My Account and log

    >in
    >> >or register. (Your login is required so that we can give you the best
    >> >possible service.)
    >> >
    >> >Cingular http://www.cingular.com/myaccount
    >> >
    >> >AT&T

    >https://onlinecare.cingular.com/my-a...email-form.jsp
    >> >
    >> >HTH
    >> > --
    >> >Andrew D. Sisson
    >> >
    >> ><[email protected]> wrote in message
    >> >news:[email protected]...
    >> >> Is there a department that can be called to talk to someone above the
    >> >> Customer Service level? I have been lied to and given misinformation
    >> >> by both CSRs and Supervisors, yet I am told (by both) that there is no
    >> >> department that oversees customer complaints.
    >> >>
    >> >> I find it hard to believe that a company the size of Cingular does not
    >> >> have procedures in place to allow customers the opportunity to go
    >> >> "over the heads" of the Customer Service Supervisors. Especially
    >> >> when, even by their own admissions in the note history, incorrect
    >> >> information/instructions have been given.
    >> >>
    >> >> Any phone number/address would be helpful.
    >> >>
    >> >> Thanks
    >> >


    Of all the responses, yours is the only one that took the time to both
    question my isues and offer a legitimate avenue of recourse. I've
    further explained the situation after each paragraph.
    >>

    >
    >The correct department to contact is indeed the Office of the President.
    >
    >The question I have is - and from what I am reading here - you have canceled
    >your Cingular service. Of course it took a while to cancel. You don't
    >think ANY company is going to let you leave without trying to keep you?


    I agree that a company should make every attempt to secure a customer.
    However, there was no doubt, from my note history, that I was no
    longer a customer. In fact, I had not turned that phone on since
    April, 2005, and then only to retrieve any voice-mails that may have
    been left between February and April. I continued to pay the monthly
    statement (about $35), since my 2-year commitment was until September
    30, 2005.
    >
    >AT&T and AT&T Wireless are indeed two separate companies so your mother must
    >have been with AT&T. And her "free" service would therefore have been only
    >for landline service - not wireless service.


    While you are correct that they are (were) two different companies,
    AT&T retirees were entitled to discounted cellular service through
    AT&T wireless. Also, this was grandfathered to those who had service
    when the Cingular takeover took place. If my mother had not cancelled
    her cell service, she would be entitled to a discounted cell-phone
    plan, for life, through Cingular.
    >
    >If you were with them for only 17 months I suspect that you will have more
    >issues with them because there is no such thing as a 17 month contract. You
    >either had a 1 year or 2 year contract and if it was a 2 year contract then
    >I would suspect that you will get a final bill with a little present on it
    >(ETF).


    My contract began on September 30, 2003, while still AT&T. My
    problems with Cingular started in February, 2004. See below.
    >
    >But the real question here is that if you canceled your service and are no
    >longer a Cingular customer then what is your reasoning behind complaining
    >about something that is over with? Do you think that they (Cingular) is
    >going to give you anything as an EX customer? I would think not.


    Actually, I would just like someone other than a CS Department
    employee to see the notes on my account. Every CSR/Supervisor admits
    that I was lied to. There are notes documented that CSR Supervisors
    have apologized for. In fact, even during the cancellation process,
    the CSR mistated the final billing process. I can understand a CSR
    not knowing some rarely used processes, but to be ignorant of the
    cancellation policy?
    >
    >Finally, if a representative gave you an answer that you did not like and so
    >you escalated to a supervisor and they gave you the same answer and you did
    >not like that answer then I suspect that you will not like the answer that
    >you will get as you continue up the food chain. Cingular is - if nothing -
    >consistent with policies and demanding that employees adhere to the
    >policies.


    I understand your view on this, and would normally give the same
    advice. However, this is where my anger with Cingular began. I
    signed up for a "Regional Plan", which provided a map with my coverage
    area. As you know, these maps are ambiguous in nature. It included
    parts of some states, and the actual barrier lines are hard to
    distinguish. In January, 2004, I was working(for 2 weeks) in a rural
    area that was close to the service boundary line. I called Customer
    Service and explianed the situation. I was worried that I was
    roaming, and would be charged as such. I was assured by the CSR that
    I was not roaming. The CSR state that, "...as long as it says AT&T on
    your phone, you are fine." I wasn't comfortable with the answer,
    since I didn't want an enormous roaming bill, so I asked to speak to a
    supervisor. The supervisor also stated that the area I was in was
    covered by my plan. Fortunately, that supervisor detailed our
    conversation. On my next bill, I was charged over $300 in roaming
    charges. Because of the notes from the Supervisor, I was credited the
    roaming charges (after about an hour, speaking to three different reps
    and specifically asking them to read the notes from my previous call
    of concern). Unfornuately, because my trip overlapped billing cycles,
    I was charged an additional $45 the following month due to the same
    trip. Instead of another hour long confrontation, I paid the bill and
    immediately purchased Sprint wireless. I continued to use the AT&T
    phone, sporadically, until February of this year, then packed it away.
    As I stated above, in April, 2005, I checked my voicemail twice (the
    last time the phone was powered up). When my August bill posted, it
    stated that my balance was over $50. Since no activity had occurred,
    the bill should have been about $35. I called and spoke with a CSR.
    After 45 minutes with the CSR, I was finally transferred to a
    Supervisor, who credited the account. Apologies were given, and,
    other than the length of time it took to resolve the issue I was
    satisfied. At that time, I specifically asked exactly when my
    anniversary date was, and noted it on the calendar. I still think
    that it should not take an hour to cancel an account once it is
    satisfied. Nothing could have been promised to me to keep me as a
    customer. Nothing. Remember, I have been paying for a service for 8
    months that, not only did I hate but, was not using.

    Customer service is important. Cingular, like others, will eventually
    implode. Delta, Northwest, etc. were giants in their industry, but
    decided that the customer was secondary to profits. Southwest (and
    others), while frugal, still value performance and, in turn, profit
    from it. As the industry becomes even more competitive, the cream
    will rise and the others will have to file BK to survive. Nonsense?
    If I would have told youtwenty years ago that AT&T would be purchased
    by a Ma Bell upstart, would you have believed it?

    Thanks for you comments.
    >
    >And the food chain is.....
    >Care Rep
    >Floor Manager (Supervisor)
    >Manager
    >Call Center Director
    >Regional VP
    >VP
    >Office of the President
    >
    >
    >Good Luck!


    Thanks
    >
    >





  6. #21
    Johnny
    Guest

    Re: Customer Service Complaint

    [email protected] wrote:
    > Is there a department that can be called to talk to someone above the
    > Customer Service level? I have been lied to and given misinformation
    > by both CSRs and Supervisors, yet I am told (by both) that there is no
    > department that oversees customer complaints.


    Why even bother? My experience is that Cingular doesn't really care.



  7. #22
    John Navas
    Guest

    Re: Customer Service Complaint

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <[email protected]> on Sat, 01 Oct 2005 22:40:55
    -0500, [email protected] wrote:

    >Customer service is important.


    True, although it's just one of many factors, and far from the most important
    to most customers (according to surveys).

    >Cingular, like others, will eventually
    >implode.


    I seriously doubt it. Cingular is doing remarkably well, and measures up
    pretty well to its competitors.

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  8. #23
    John Navas
    Guest

    Re: Customer Service Complaint

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <[email protected]> on Sun, 02 Oct 2005 00:02:23 -0700,
    Johnny <[email protected]> wrote:

    >[email protected] wrote:
    >> Is there a department that can be called to talk to someone above the
    >> Customer Service level? I have been lied to and given misinformation
    >> by both CSRs and Supervisors, yet I am told (by both) that there is no
    >> department that oversees customer complaints.

    >
    >Why even bother?


    To get results.

    >My experience is that Cingular doesn't really care.


    Perhaps you didn't try hard enough.

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  9. #24
    clifto
    Guest

    Re: Customer Service Complaint

    [email protected] wrote:
    > the bill should have been about $35.
    > [snip]
    > Remember,*I*have*been*paying*for*a*service*for*8
    > months that, not only did I hate but, was not using.


    Eight months at $35 is $280. Why didn't you just cancel? Wouldn't that
    have been cheaper?

    --
    If John McCain gets the 2008 Republican Presidential nomination,
    my vote for President will be a write-in for Jiang Zemin.



  10. #25
    Jeremy
    Guest

    Re: Customer Service Complaint

    "John Navas" <[email protected]> wrote in message
    news:NiT%[email protected]...
    >>
    >>Why even bother?

    >
    > To get results.
    >
    >>My experience is that Cingular doesn't really care.

    >
    > Perhaps you didn't try hard enough.
    >


    Customers should not have to jump through hoops to have appropriate
    adjustments or corrections made to their service. History teaches that
    customers will give their loyalty, and their continued business to providers
    that give good SERVICE.

    This is the same attitude that caused so many ATTWS customers to port over
    to other carriers, and it looks like Cingular is headed down the same path.
    I ask very little of my wireless carrier--just that the calls go through,
    especially in areas where there are tons of towers (I'm in Philadelphia, not
    out in the boonies). Since Cingular assumed control of the Blue network,
    the reliability has dropped off very much.

    I was a big ATTWS booster, before the merger, but I have little good to say
    about my experience with Cingular now. If it weren't for the price, I'd
    have given them the boot months ago. It is still only a matter of time
    before I leave--and I'll not look back. That's life, I guess.





  11. #26
    J Robertson
    Guest

    Re: Customer Service Complaint

    [email protected] wrote:
    > Is there a department that can be called to talk to someone above the
    > Customer Service level? I have been lied to and given misinformation
    > by both CSRs and Supervisors, yet I am told (by both) that there is no
    > department that oversees customer complaints.
    >
    > I find it hard to believe that a company the size of Cingular does not
    > have procedures in place to allow customers the opportunity to go
    > "over the heads" of the Customer Service Supervisors. Especially
    > when, even by their own admissions in the note history, incorrect
    > information/instructions have been given.
    >
    > Any phone number/address would be helpful.
    >
    > Thanks

    Go to www.fcc.gov

    There is an online complaint form and Cingular will respond, they have
    to by law.



  12. #27
    Marty
    Guest

    Re: Customer Service Complaint

    Somewhere around Sat, 01 Oct 2005 22:40:55 -0500, while reading
    alt.cellular.cingular, I think I thought I saw this post from
    [email protected]:

    >Customer service is important. Cingular, like others, will eventually
    >implode. Delta, Northwest, etc. were giants in their industry, but
    >decided that the customer was secondary to profits. Southwest (and
    >others), while frugal, still value performance and, in turn, profit
    >from it. As the industry becomes even more competitive, the cream
    >will rise and the others will have to file BK to survive. Nonsense?
    >If I would have told youtwenty years ago that AT&T would be purchased
    >by a Ma Bell upstart, would you have believed it?


    I'm no lover of Cingular, and I don't want to sound like I'm defending them,
    but I can't resist giving my 2 cents worth. I'm in the SF Bay area; I
    originally had Cellular One, which was taken over by AT&T. I thought their
    customer service sucked, my phone wbarely worked at my new home, they
    wouldn't give me any discount on a new phone when I was out of contract, so
    I switched to Cingular. When I cancelled AT&T, they told me a new phone
    would have had better reception, and I could have gotten one - but by that
    time it was too late anyway.

    I've never had any problems with Cingular customer service. They've always
    been helpful and accomodating. If only they would allow existing customers
    to get as good a deal on new phones as new customers, I'd probably stay with
    them, but I may leave to get a better phone deal.

    The reason I bring this up is that I've learned that most companies have
    occasional problems with customers, but are mostly reasonable and try to fix
    things that go wrong, if you are not hostile and unreasonable. It doesn't
    pay to get upset easily - they're all the same. Sprint, Verizon, AT&T
    (formerly), etc will all probably screw up, and if you take it personally,
    you will never be satisfied.

    I have noticed some people seem to always have problems with customer
    service, and other people rarely do. I think it's attitude; we're all
    human, and we're all imperfect (except John Navas, who, fortunately, is not
    in customer service).

    --
    Marty - public.forums (at) gmail (dot) com
    "Those are my principles, and if you don't like them...
    well, I have others." - Groucho Marx



  13. #28
    John Navas
    Guest

    Re: Customer Service Complaint

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <[email protected]> on Mon, 03 Oct 2005 23:55:31
    GMT, Marty <[email protected]> wrote:

    >I think it's attitude; we're all
    >human, and we're all imperfect (except John Navas, who, fortunately, is not
    >in customer service).


    I'm sure you know that was an inappropriate comment.

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  14. #29
    Jeremy
    Guest

    Re: Customer Service Complaint

    "Marty" <[email protected]> wrote in message
    news:[email protected]...
    >
    > I have noticed some people seem to always have problems with customer
    > service, and other people rarely do. I think it's attitude; we're all
    > human, and we're all imperfect (except John Navas, who, fortunately, is
    > not
    > in customer service).
    >


    OK. It's all MY fault.





  15. #30
    Cliff
    Guest

    Re: Customer Service Complaint


    "Marty" <[email protected]> wrote in message
    news:[email protected]...
    > Somewhere around Sat, 01 Oct 2005 22:40:55 -0500, while reading
    > alt.cellular.cingular, I think I thought I saw this post from
    > [email protected]:
    >
    > >Customer service is important. Cingular, like others, will eventually
    > >implode. Delta, Northwest, etc. were giants in their industry, but
    > >decided that the customer was secondary to profits. Southwest (and
    > >others), while frugal, still value performance and, in turn, profit
    > >from it. As the industry becomes even more competitive, the cream
    > >will rise and the others will have to file BK to survive. Nonsense?
    > >If I would have told youtwenty years ago that AT&T would be purchased
    > >by a Ma Bell upstart, would you have believed it?

    >
    > I'm no lover of Cingular, and I don't want to sound like I'm defending

    them,
    > but I can't resist giving my 2 cents worth. I'm in the SF Bay area; I
    > originally had Cellular One, which was taken over by AT&T. I thought

    their
    > customer service sucked, my phone wbarely worked at my new home, they
    > wouldn't give me any discount on a new phone when I was out of contract,

    so
    > I switched to Cingular. When I cancelled AT&T, they told me a new phone
    > would have had better reception, and I could have gotten one - but by that
    > time it was too late anyway.
    >
    > I've never had any problems with Cingular customer service. They've always
    > been helpful and accomodating. If only they would allow existing

    customers
    > to get as good a deal on new phones as new customers, I'd probably stay

    with
    > them, but I may leave to get a better phone deal.
    >


    <snip>

    Please excuse the snip here at this point but rather than make you all
    re-read the entire thing I just wanted to say that the unknown secret about
    getting the same deal as a new customer is to 1) Be eligible for and upgrade
    and 2) Do the upgrade online.





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