VIRB

I just had perhaps the worst customer service experience ever.  And all because of my dear iPhone. 

Objective: Change rate plan with AT&T.

I login to AT&T's website about once a month to check on the status of my minutes, etc.  Since June 29, 2007, the day I got my iPhone, I've been to the site around 10 times, I'd guess.  Each time, something has annoyed me.  Sometimes more than one thing, but finding where to login is always a task.  I've been enough now to remember that it's a pain, so it seems to bother me less nowadays.  That, and they've moved the link to the top right hand corner of the site's general landing page.  On the wireless landing page the link (as opposed to an actual login form) is in the middle of the page sort of hiding among a few other items.  It is better than it was a few months ago.  I remember being on the site for the first time, and I think it took me > a minute to find the login.  After finally logging in, I didn't have any problems doing what I wanted to do, except changing my plan.  I think I've attempted it 3 times online now since June (some months have been more demanding on talk time than others), and each time, it's returned with an error telling me to call that dreadful customer service number. 

So today was "D Day." I had to change the plan again, and I had to call the customer service number.

I got through to a rep relatively quickly.  Things are looking up, but it's still too early to tell.  I verified all of my account information, which is customary and I appreciate the security (if you want to call it that).  Then came the "How can I help you today Mr. Secrest?" "I would like to change my rate plan from Plan X to Plan Y." "No problem, I can take care of that for you." That was lie number 1. 

After reading me her script on what would change with my plan, I was put on hold while she "updated my information in the system." I held patiently for > 2 minutes.  She came back and said (no joke) "it will be just another minute." Ok no big deal.  Another 2 minutes, then "it will be just another minute." and finally, another 2 minutes, and then "my system is not letting me do this." She then told me that she'd have to transfer me to a different department, but that she'd note my account so that I didn't have to explain my request to the next rep.  That was nice, I thought.

That was lie number 2.  Enter rep number 2.  Gave my name, verified my information again.  I was thinking that the previous rep had said that I wouldn't have to explain my request. Let's see.  "How can I help you today, Mr. Secrest?" By this point, I was a bit annoyed.  I'd been on the phone with AT&T for > 10 minutes trying to do something rather insignificant.  I told the rep what I wanted to do (though before I did so, I told her what the last rep said about me not having to do so - wasting my breath).  That, of course, was completely overlooked, but the rep said she'd take care of it for me.  She, too, read me her script on what would change with my plan.  Then I was put on hold.  This time 3 minutes, at least.  I started a conversation with a co-worker. Then she returned to tell me that all of my voice mails on my iPhone would be deleted with the plan change.  I wanted to protest, but I knew this rep wouldn't have a clue about the inner workings of the system, so I held my tongue.  I agreed that it was fine, and was promptly put on hold again.  Another 2 minutes.  When she returned she said the system was updating.  She then asked me how I was doing today (she tried to sound chipper, but it was obvious that she was completely uninterested in anything to do with this customer).  When I told her that I was fine, but that this ordeal was more of a pain that I had expected, she responded with (no joke), "Oh that's." Yeah that's it, Just a big fat who-gives-a-crap-about-your-experience.  I was put on hold one final time while, yes, their system was updating.

She returned and ended the conversation by telling me that it had been her privilege to change my plan, and wanted to know if there was anything else she could do for me.  I pondered being a jerk, but opted to keep my mouth shut. It would have done nothing but waste more of my time. 

This is not the first bad experience I've had with AT&T, but it definitely one of the worst I've had, ever, with any company.  25 minutes on the phone; 22 of those minutes wasted being on hold or repeating my original request.

All this for the beloved iPhone. I sometimes wonder how much/if Apple regrets getting in bed with AT&T.  I know I do.

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