Thursday, 5 Goodenuf 2009
So, I'm trying to cut costs here at the Funny Farm due to my severance pay expiring in a week and a half. One of those costs is for my cell phone (which happens to be my only phone, the number on my resume, and very helpful to me the way it is currently set up). I must be one of the few people in the greater North American area that finds it extremely useful to have one monthly fee while being able to call and receive calls anywhere in Canada or the continental US - because the plan that I am on (which provides this level of service) had to be grandfathered into by my cell phone provider (Cingular / AT&T), they no longer offer the plan to new customers, and, if I ever cancel the plan I will never be able to get a similar one from this company. It's costing me about $65 a month for this plan as it stands right now.
Well, after going online and looking at the rate plans listed on the internets (and finding none that would satisfy my requirements) I have made a few calls to the other major players in the cell phone game here in Michigan, and I gotta tell you that there definitely needs to be some improvement in some of the customer service departments I talked to. I am also very surprised to inform the studio audience that some of these customer service representatives were outstanding in the performance of their duties during my interactions with them.
First up: my current cell phone provider, Cingular / AT&T. The customer service rep was very courteous, understood what I was looking for after a few iterations of my explanation*. They took the text messaging fee off of my rates (I don't use it much; only one of my friends still sends me text messages even though I've asked him not to, and I would have kept it, except that the customer service rep that signed me up for the addition to my plan forgot to inform me that I would be paying a surcharge and a per message cost for any texting done outside of my local area). She was quite informative in that she told me that, if I were to cancel this rate plan, I would not be able to get a similar one with her company.
Next: Sprint / Nextel. After saying my piece, their customer service rep starts detailing the plans I already looked at on their website, telling me about the surcharges for using my cell phone in Canada. I listened to her non-answers to my question for about ten minutes, then asked to speak to her supervisor. I got another minute of grief from the customer service rep (while repeatedly informing her that I wanted to talk to her supervisor, and being repeatedly asked "but, why?") until her supervisor came on the line. I got about a minute into my complaint when the supervisor hung the phone up in my face. I didn't get any farther with the next customer service rep that picked up the phone when I called back.
Third on the hit list was Verizon. The customer service rep was very polite, responsive, and understood what I was looking for right away. Better yet, he told me that Verizon has a plan that will satisfy my needs! It costs the same as my current plan, and I'd have to buy a new phone and stay with Verizon for two years (pretty much standard fare in the world of cell phones), but at least I have an option here. Big time props to this customer service rep - he understands what is involved with his job, and he actually does it!
Finally (for now), the last of the big time cell providers - T-Mobile. The customer service rep was very polite, responsive, and understood what I was looking for right away. She was also quite user-friendly: she told me straight up (and right away) that T-Mobile does not offer that sort of service, and was civil in her interactions with me. Even though her copmlany is not able to provide me with the service I desire right now, I will most definitely consider using them in the future should my needs and their products intersect.
Now, I'm asking you, dear reader: do you have any knowledge of a cell phone company that can give me the service I'm looking for? One monthly rate, usually about 450 minutes of daytime (however they define it) service and about 1,000 minutes of nighttime / weekend service, and no additional charges for making or taking calls anywhere in the (continental) US and Canada? My current plan is charging me $59.99 (plus taxes, fees, etc. - even calling 911 costs extra on a cell phone these days!) per month, as would the Verizon plan that was outlined to me earlier today. I would prefer to continue to use my current cell phone (I have a Motorola Razr, and it was a real Palin to set my computers up so that they can talk to and recharge it**), and of course, for some strange reason, the cell phone companies all offer the same basic phones, but they modify them so that, for example, Verizon's user chip (the place where your customized preferences are kept) won't fit in an AT&T phone, and vice versa. Even if they're the same model of cell phone. We're still waiting for somebody to make an interface that would eliminate this kind of situation - and I have this funny feeling that we'll be waiting for that for quite some time.
So how has your day been so far?
* - Dear customer service rep: Does your company have a cell phone plan that would let me make / take calls anywhere in Canada and the United States without additional charges? If so, how much does it cost?
** - that is, unless you're willing to fork out and additional $35 or so for the Motorola Phone Tools software. Then it's a cinch.
If you're a cheap-a$$ bastich like me, though, you can go here and follow the instructions. It will take you some time, though, and it's a bit wonky (sometimes it does not work when I try to use it).
Late Breaking Update 1609 EDT: I just received my phone bill from AT&T today for the usual amount, without the pro-rated charge for the text messaging package - instead they charged me for the entire amount. Which is perfectly understandable, since their bill went out before today, and there would be no way that they could adjust the bill. So I called their customer service line, explained the situation, and asked the customer service rep what the adjusted amount of my bill would be, so that I could pay the correct amount when my bill comes due on the fifteenth.
The customer service rep came back on the line, and told me that my bill was still for the total amount on the bill, and that their company would be issuing me a credit for the reduced amount which would appear on my bill next month. Which is not what I was told earlier in the day. The bill I just received is for the service period of March 23rd - April 22nd, and I tried to explain to the service rep that I don't think it's fair that they should perform this type of billing shenanigans, and could he just please tell me what my new billing amount should be? This did not go over well, and I made absolutely no headway with the guy at all.
So I spoke the magic words "Can I please speak to your supervisor?", and, after another five minutes of arguing with the guy to please honor my request, and five minutes of being put on punitive hold, I was connected to a supervisor. Who then proceeded to give me the exact same song and dance about how they thought it was perfectly fine for me to give them some of my money to hang onto for over a month before they gave it back. I'm sorry, sir, but that's just the way things work around here.
It was then that I used the next tool in my arsenal, and asked the supervisor if they would still be trying to charge me for the entire period, and then credit me back on the next bill, if I were to cancel my account as of today. For some strange reason, I was immediately informed that my current bill would be adjusted, the supervisor gave me the adjusted bill amount, and everything was suddenly hunky dory.
And this is the treatment you should expect from AT&T's customer service division, should you try and do anything at all that is not strictly by the book. If you're a customer who always pays the bill on time. I'm not sure how this would have went if I was continually late in paying my phone bill...
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