I have just cancelled my service because of poor customer service.
I am on a business trip in Washington, DC, and lost my phone in a cab. I thought this would be a perfect opportunity to upgrade to an iPhone. I called customer service on April 1st and the agent told me that I was eligible for a standard upgrade and that my 16GB iPhone would cost me $299, but that I would have to buy it at the apple store. He gave me the address to the store, which was sort of far away, and I arranged for transportation. With the iPhone in hand the sales clerk tells me that he is extremely sorry, but I am not eligible for that price until January 2010.
I could not believe it. I called AT&T customer service the next day and spoke with three different people, including the Site Supervisor, Mr. Larry Kendrick, who told me they were sorry that happened, but there was nothing they could do. They told me that they were not responsible for what the other agents mistake and one agent, Doug, even said, “I don’t even know that guy”. I always thought that the customer service agent was acting on behalf of the company and regardless as to whether or not you “know that guy”, the company is responsible. However, this was not the case with AT&T wireless.
I was quite upset, but I told Mr. Kendrick if they could fix the problem and honor the price that the agent originally told me, that I still wanted to stay with AT&T. I asked him if there was any way possible to give me that price and he said, unequivocally, “No.”
I said, “Thank you very much sir, and please cancel my service.” I was about to pay $300 for a phone and sign a contract with AT&T for another 2 years, but now I am paying $130 to not deal with a company that doesn’t keep their word and has poor customer service.
