Persistence pays off

[G G]

I posted this on my facebook page cause I thought it might help someone. I figure most of us on CA would do this anyway, but if it can help someone then I decided to post it here too:

Three years ago I bought an AT&T microcell. A microcell is a device that you use for cell service at your house when you don't have cell towers nearby. It routes you through the internet and transmits a 3g signal about 100 feet. The cost was $149 with a $50 rebate. The first one lasted about 8 months then stopped working. Went t...o the store where I bought it (Lake City) and since it was under warranty they gave me a new one. They come with a one year warranty but when you return one you only get the remainder of the original one year warranty, so the second one only had around 4 months warranty left. The second one worked great for 2.5 years until a few weeks ago. I called customer service yesterday and explained what was going on, I also explained that I had been a customer since they were called Cingular and didn't think it was fair that their devices are only lasting an average of 1.5 years and asked if there were any promotions or discounts on them since I couldn't afford to pay the regular price of $199.00. They transferred me to tech support and they made me do all the stuff they do, resetting and all that stuff, then said that I was right is wasn't working right and it was the device and not the network.

The tech person said that there weren't any promotions or discounts and to get a new one it would cost the full price of $199.00. Now I have learned that you NEVER take the first persons word for something with AT&T so I waited a few hours and called back. Explained to the lady what had happened and told her I just wanted to double check the info I had received earlier and make sure they told me the right thing. She said she wanted to check some things so she put me on hold for a couple minutes, came back and said that she couldn't find a way to get it cheaper for me, BUT she wanted to transfer me to another department that can sometimes do more. Another lady came on the line and I explained it to her and she wanted me to do the same things as before with the microcell, I told her I wasn't home as I was at a doctors appt. with my dad, and I could call back once I got home if she needed me to, but that I have already done all that with the first person I talked to this morning. She says okay that won't be necessary since I have already talked to three people without them being able to resolve this problem she was going to warranty cover it even though it was 2.5 years old and do I want the new one to be sent to the address on the account. So I will have a new one on Monday.

Just wrote all that because I have had several times over the years where it seemed like AT&T wasn't able to do anything to help when I called the first time, but I ALWAYS call back 2 or more times because you ALWAYS get more than one story with different people there and rarely does the first one get it right. I wanted to let people know that you have to be persistent with them and they WILL usually fix your problem, especially if you are a longtime customer. The last time I had an issue I had to post a thread in the AT&T customer forum about how upset I was and had received 6 different stories from 7 customer service reps, and a person from AT&T called me and within 10 minutes fixed my issue and saved me over $500 in the process.

So call back if you have to is what I am saying.

[CigarNut]

Good to hear that things worked out for you, Greg!

[czerbe]

Great tip!

[pnoon]

Good info.
But a sad statement of customer service at AT&T (and virtually everywhere else for that matter) that you have to call back so many times and get different info each time you call.

[markem]

Very nice! Kinda sad that you need to be a squeaky wheel to get better service, but I do understand the tactic.

[G G]

Originally Posted by pnoon

Good info.
But a sad statement of customer service at AT&T (and virtually everywhere else for that matter) that you have to call back so many times and get different info each time you call.

Originally Posted by markem

Very nice! Kinda sad that you need to be a squeaky wheel to get better service, but I do understand the tactic.

I absolutely hate having to do it, but it is necessary to get something done. And Peter is right, it isn't just AT&T that you have to do this with it's almost all big companies these days.

[markem]

Originally Posted by G G

I absolutely hate having to do it, but it is necessary to get something done. And Peter is right, it isn't just AT&T that you have to do this with it's almost all big companies these days.

and if you really push the envelope, you can get free charcoal and a gift card.

[pnoon]

Originally Posted by markem

and if you really push the envelope, you can get free charcoal and a gift card.

Oh snap!!

[G G]

Originally Posted by markem

and if you really push the envelope, you can get free charcoal and a gift card.

Not sure how to take this.

[markem]

Originally Posted by G G

Not sure how to take this.

Sorry, not directed at you Greg. Someone else on this forum pulled this little stunt a few years back and couldn't help bragging about it long and loud.