|
|
|
|
cherylpf
crazy cat lady
|
|
|
Joined: 14 May 2002
Posts: 17305
|
| Back to top
|
|
 Posted: 11/13/04 - 12:19 Post subject: I'm getting free DSL internet (long rant)
And SBC is probably the most incompetant company ever.
The LONG story: When I moved 3 months ago, I 'transferred service' to my new address: my phone plan and DSL plan I've had for about 18 months.
everything transferred, phone and DSL were working immediately.
The bill only shows the phone. Nothing for DSL.
When we call tech support, they think some guy belongs to our number, not us, and therefore they can't help us. (Funny, they seem to know who to address the bill to.  )
We need our internet for my online classes and my roommate's JOB. We cannot risk our service being turned off.
I keep calling (we're up to about 12-15 calls). Half the calls customer service reps see our problem (apparently someone really botched my service transfer) and think they have solved it. Each time, the person is SURE the problem is resolved.
The other half of the calls they have no clue who I am, why I'm calling, or they try to get me to sign up for DSL service.
I have a couple reasons to believe we are a 'glitch' in the system. As in, even though we have service, they don't realize it.
If we had internet service just to look up movie times and email our friends only, we would probably milk this. But, we NEED our internet service. And we don't want this to come back and bite us "you haven't paid your bill, you're cut off, you owe $500 fee" etc.
We are willing to pay our bill. In fact, we've been paying the amount we SHOULD owe when we pay our phone bill (so we have a growing credit). SBC apparently doesn't want our money.
I just hung up with Samir, who doesn't know who I am, therefore can't help me with my service.
Again, we can't risk our service being cut off. What do we do???? 
|
|
|
|
|
kristin31
Member
|
|
|
Joined: 15 May 2002
Posts: 8045
Location: Caught in the crossfire of childhood and stardom
|
| Back to top
|
|
Posted: 11/13/04 - 12:24 Post subject:
I don't know what you do, but I've had different problems with SBC Ameritech in Ohio. Good luck. I never got anything totally resolved. (It involved long distance services rather than DSL, and the headache of dealing with them was more stressful than the $$ it cost). Obviously you're in a different situation.Good Luck, Corporations suck rocks.
|
|
|
|
|
cherylpf
crazy cat lady
|
|
|
Joined: 14 May 2002
Posts: 17305
|
| Back to top
|
|
Posted: 11/13/04 - 12:34 Post subject:
Well, and I realize the irony of ranting that we AREN'T getting billed....It would be much worse if we were being overbilled, etc. Most people love freebie services!!! But it amazes me how hard it is to do the 'right thing' and correct our situation. It really is like they don't want our money.
|
|
|
|
|
akern
Member
|
|
|
Joined: 31 May 2002
Posts: 17149
Location: CTU
|
| Back to top
|
|
Posted: 11/13/04 - 12:48 Post subject:
I don't know what you should do Cheryl but it's funny you should post this. I just discoverd SBC has charged me 38 dollars this month in addition to our regular charges. I have no idea what for and the thought of calling them idiots has me furious. What part of "the same exact service I had at the other place" can't they freekin figure out???!! Seriously, I'm so PO'd right now I can't even see straight. 
|
|
|
|
|
sierra513
Member
|
|
|
Joined: 14 May 2002
Posts: 160
|
| Back to top
|
|
Posted: 11/13/04 - 12:57 Post subject:
I had problems with them when I transferred service too. I was being charged for long distance when I shouldnt have been. They ended up going through 5 mos of bills call by call and making adjustments. They knocked about 100.00 off the bills for my trouble. But I had to be a bish to get it. But it was their own fault due to their own incompetence. I didnt feel bad about it. 
How many managers have you talked to.? I would keep going up the ladder and see how it goes with the boss. Also I would keep a list of who I talked to, date and time and what they told me so that I could share that info with the boss when I talked to them, each time. I would also demand that I get several free months of DSL for my trouble. They would know beyond a shadow of a doubt that I was NOT a happy customer and it was their job to make me happy and that would take some free services for my trouble.
I am a customer service reps personal nightmare  but I usually get what I want. 
good luck
|
|
|
|
|
Ms. Jenn
Fresh, Hot & Wild
|
|
|
Joined: 14 Feb 2004
Posts: 7935
Location: Suite 550
|
| Back to top
|
|
Posted: 11/13/04 - 13:03 Post subject:
Talk to the customer service manager when you call. Don't bother with the rep. Send letters. One every four days until your problem is solved. If all else fails, send some to the newspaper and the television stations.
I had a lot of trouble with Union Planters bank, but it's amazing how easily my problem was solved immediately following a disciplinary threat letter to them from the Federal Reserve regarding my problem.
|
|
|
|
|
cherylpf
crazy cat lady
|
|
|
Joined: 14 May 2002
Posts: 17305
|
| Back to top
|
|
Posted: 11/13/04 - 13:04 Post subject:
Okay, I'm glad I'm not the only one. Its funny, all over your bill and the website its like "Moving? Just transfer your service! Its easy!" So I was like "Great, they do this everyday, this should be simple!" I really don't understand how hard it is to transfer a phone with no features and established DSL service.
The other reason I transferred service is the fact that my DSL is technically under contract and I didn't want a 'break the contract fee'. However, this is much cheaper than that fee 
Great ideas Sierra...I'll be driving my coworkers nuts on Monday with those.
Of course, I'm banking that Monday is when the shift of workers with English as their first language is on duty. (sorry, that was hateful)
|
|
|
|
|
JACKED UP
PRESIDENT
|
|
|
Joined: 06 Jun 2003
Posts: 21238
Location: www.johnnydu.com
|
| Back to top
|
|
Posted: 11/13/04 - 13:09 Post subject:
As mentioned by someone else, you must ask for a supervisor/manager. Continue up the ladder if necessary. Customer service is a nightmare lots of times, I speak from expreience too. Hopefully you get it straightened out but from the looks of this thread SBC has big issues in that area.
|
|
|
|
|
MissLes
Member
|
|
|
Joined: 26 May 2004
Posts: 1035
|
| Back to top
|
|
Posted: 11/13/04 - 13:09 Post subject:
| akern wrote: | | I don't know what you should do Cheryl but it's funny you should post this. I just discoverd SBC has charged me 38 dollars this month in addition to our regular charges. I have no idea what for and the thought of calling them idiots has me furious. What part of "the same exact service I had at the other place" can't they freekin figure out???!! Seriously, I'm so PO'd right now I can't even see straight. |
Ha! I called them this morning about being double billed for DSL service too! I think it was an extra $38 too! I spoke to two different people before being told that they didn't know why I was being billed twice for the same time period, but people who handled DSL bills aren't in until Monday.
Freaky that we're all dealing with this at the same time!
|
|
|
|
|
JACKED UP
PRESIDENT
|
|
|
Joined: 06 Jun 2003
Posts: 21238
Location: www.johnnydu.com
|
| Back to top
|
|
Posted: 11/13/04 - 13:18 Post subject:
| MissLes wrote: |
Ha! I called them this morning about being double billed for DSL service too! I think it was an extra $38 too! I spoke to two different people before being told that they didn't know why I was being billed twice for the same time period, but people who handled DSL bills aren't in until Monday.
Freaky that we're all dealing with this at the same time! |
Christ, I'm amazed at the trouble with this company.  Don't ya love it when they say "I don't know why this is happening." And then stop in their tracks not offering to find out/figure out why. My last experience with a customer service rep went like that. She actually told me it wasn't her job to figure it out??? WTF???? I said fine then can you please tranfer me to whoever the f that is that holds that job title. Her supervisor was when I told her about it too. Unreal.
|
|
|
|
|
purple hayes
Frightened Inmate #2
|
|
|
Joined: 14 May 2002
Posts: 14462
Location: ON YOUR LEFT!
|
| Back to top
|
|
Posted: 11/13/04 - 13:32 Post subject: Re: I'm getting free DSL internet (long rant)
| cherylpf wrote: | | I just hung up with Samir, who doesn't know who I am, therefore can't help me with my service. |
PC Load Letter? WTF does that mean?
|
|
|
|
|
AlaninTX
Member
|
|
|
Joined: 14 May 2002
Posts: 6582
Location: Austin, Texas
|
| Back to top
|
|
Posted: 11/13/04 - 13:36 Post subject:
Start calling Ed Whitacre, Chairman and CEO of SBC at (210) 821-4105. Fax him letters at (210) 351-2071. You may not get through to him--in fact I can just about guarantee you won't, but somebody in his office will take interest. Start naming names of employees who have attempted and failed to help you. Lay out the whole situation...and keep up the calls and faxes. Eventually someone in the CEO's office will take an interest, and then it all is worked out very quickly.
I had to do it this way with SBC once...it works.
|
|
|
|
|
copteacher
Adjunct
|
|
|
Joined: 08 Jun 2002
Posts: 20588
Location: Teaching in the Halls of Justice
|
| Back to top
|
|
Posted: 11/13/04 - 14:21 Post subject:
I just hope they do not "make up bill" for you. It sometimes sucks to be honest. I would keep strict documentation though, just in case. And like Alan said, some letters, faxes and names will help your case.
|
|
|
|
|
brie k
Member
|
|
|
Joined: 15 May 2002
Posts: 5661
Location: where the wild things are
|
| Back to top
|
|
Posted: 11/13/04 - 15:23 Post subject:
No help from me, but just wanted to  on SBC sucking butt. I loathe Ameri"technologically-challenged-a$$clowns"
Good luck.
|
|
|
|
|
MechEngDropout
Member
|
|
|
Joined: 27 Jun 2003
Posts: 10474
Location: Off the grid
|
| Back to top
|
|
Posted: 11/13/04 - 15:28 Post subject:
Give up. There's no solution. Utility companies have no clue and never will.
|
|
|
|
