A touch imperfect?You dont always know whom youre going to annoy.But if youre going to annoy a client, its most likely unwise to frustrate someone whos won the George Polk Award for legal reporting.
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Here we are with AT&T twiddling its thumbs over here and Josh Marshall, the celebrated reporter behind– and atop– Talking Points Memo over there, tweeting urgently with, one imagines, numerous fingers and possibly a slight snarl. What, you might question, has AT&T done? (This time.) Well, heres how Marshall started his tale on Twitter: “Oh cool, @ATT charging me a 2nd time for the very same iPhone. I do not understand how this whole company does not get shut down for fraud. Their entire service model seems based upon incorrect charge card charges and using people down with phone trees and bad client service.” Hours and hours To Say The Phones Not Ours.That sounds a touch dramatic, you might muse. But then judge it against the details. Marshall said his better half had returned an iPhone she bought to AT&T. In some way, the company acted as if she had not.
This seemed to show an AT&T representative insists the phone was in the businesss belongings and there d be no further charges. Prior to, Marshall states, there were more charges. Three months later.Marshall provided: “When we contacted @att they stated there were no notes on the account about the conversation or the recommendation number. Now this records Im revealing you here is not a screen cap of a chat. Its an email of the transcript from @att.” Somewhere, Franz Kafka wants his life back. And his phone.Youre Good. Its Done. Heres Your Reference Number.Lets pause here for a brief minute. AT&T accepted that Marshalls spouse had returned the iPhone. It told her that, should she ever get bothered about it once again, she must merely price quote the recommendation number for the discussion. Yet the business went and billed the Marshalls all over again and declared it had no record of the discussion when, Marshall states, the record is right there. And now, on Twitter.When it concerns consumer stories, AT&T may not even be the worst transgressor. Traditionally, Comcast was constantly ahead in the eyes of lots of. And, in my own experience, still manages to proffer the periodic spasm of mindboggling service pain.Yet once Marshall had completed his unburdening, Twitterers promptly responded with their stories.Sample from Kathleen Reynolds: “Oh I feel your pain! I have been bothered by @att for many years re deceitful charges … hours on the phone. Hours. No one is empowered to do anything, with strong business doesnt provide damn vibe. I invite every opportunity to dissuade anybody from ever getting entangled there.” Some even claimed AT&T had actually behaved this method for more than a years. Twitterer Over The Rainbow stated: “This was their MO in 2002. Horrible experience and just factor we won is that I kept meticulous records of payments and calls. Damn, they are still at it.”
Marshall stated his wife had returned an iPhone she bought to AT&T.” Of course, AT&T interrupted Marshalls tweeting with a worried Twittered message to please DM the company immediately. Marshall provided proof, which he stated AT&T had actually required. An AT&T representative told me: “We asked forgiveness to Mr. Marshall for the frustration this miscommunication provided a credit and triggered for the returned phone. What depths of (lack of) supervision led to AT&Ts own proof being neglected by, oh, AT&T?
Last Tuesday, he said of his partner: “She invested days on the phone with them, getting promised she would not be billed. Only to have them try to do it again a month later. Cant emphasize enough, multiple days in which she spent literally 4 or 5 hours on the phone throughout a day. Idea this was solved after we gave them proof for like the 9th time. Then this afternoon I get an email (uncertain why to me, though were on the exact same overall account) saying were charged once again.” Of course, AT&T disrupted Marshalls tweeting with a worried Twittered message to please DM the business right away. He said he did simply that and the business didnt instantly respond. Which has its own level of metapoetry.These are the bare fundamentals. Marshall presented proof, which he said AT&T had actually required. It was, he discussed, a records of his better halfs conversation with, oh, AT&T.
3/ firmly insisted on evidence/confirmation etc that she had actually shown the phone had actually been returned and so on. Heres the transcript of that communication. pic.twitter.com/MsJEaJuaqO— Josh Marshall (@joshtpm) March 16, 2021
It Was Just My Miscommunication, Running Away With Me.Naturally, I called AT&T to request for its view of the Marshalls misery. An AT&T spokesperson informed me: “We said sorry to Mr. Marshall for the aggravation this miscommunication issued a credit and triggered for the returned phone.” Its a little more than aggravation when you invest a lot time trying to settle an apparently simple transaction and the company bungles it time and once again. While simultaneously taking more of your money. This seems less a miscommunication than a complete dereliction of fundamental customer support. Which might make many ask how it can perhaps get to this. What depths of (lack of) guidance led to AT&Ts own evidence being neglected by, oh, AT&T? It isnt, though, as if AT&T is alone in the carrier bungling department. Some responded to Marshall of their issues with Sprint and Verizon and gosh, even T-Mobile. Some, simply because, added that Citibank and Bank of America were equally bad.Yet still, when you read Marshalls story and see his evidence, you question how it could perhaps have happened. Why, the Marshalls say theyve now lodged “an official problem with the @fcc concerning @atts deceitful billing practices.” (Oddly, AT&T notified consumers recently that its unilaterally altering its guidelines and now enforcing forced arbitration on its customers when it comes to disagreements.) You likewise question all the individuals who dont have Marshalls online platform and even dont realize for a long period of time that theyre being, um, mischarged.Somehow, Im reminded of a line from one of AT&Ts latest ads: “Its not complicated.”