need some help with a cell phone problem

[ceniack]

any of you have any experience with dealing with AT&T wireless's customer service, and how to get high enough in the chain of command to find someone who can actually fix a problem without just spouting what their little computer screen tells them to say?

having a little problem with my cell phone bill that needs to be resolved and need some help

thanks in advance

[BuudWeizErr]

ANDABALAMA works for them. call him and bug him. ask him every mundane stupid retarded question you can think of. ask him how to dial a number on the phone. hahaha.

[andrave]

just go to the walk in store. cingular operators WILL NOT DO ANYTHING to help you AT ALL! Walk into the store and they can usually tell you whats up, and at least in that case if they don't you can beat the hell out of them. just kidding.or am I?

[Anand]

I'm not in customer care.... THANK GOD!!!

but... what do you need??? tell me and I might be able to give you some pointers... what is wrong on your bill? or you cna e-mail me @ [email protected] and I will see what I can do

[C-Kwik]

any of you have any experience with dealing with AT&T wireless's customer service, and how to get high enough in the chain of command to find someone who can actually fix a problem without just spouting what their little computer screen tells them to say?

having a little problem with my cell phone bill that needs to be resolved and need some help

thanks in advance

In a lot of cases, working your way up the chain of command is not the best way. Short of legal issues, the manager is usually as far as you will ever need to go. Best thing to do is not get upset. If the CSR is just spitting out a line, then it's likely not in his power to handle. But feel free to try another CSR by calling back. I've had some good results simply from doing that. However, if you need to escalate the call, start writing names and numbers down. Insist on a way to get a hold of the person you are talking to. Don't demand a last name if they are not comfortable giving it. Ask for a internal log-in ID, employee number or something else that they can be identified with by any employee and distinguished from other employees with. Don't simply demand what it is you want, but ask what they can do to resolve the issue or if they can't, ask for an explanation. This will give you the best insight as to how to approach it and dispute it. It will also give you a better impression of whether or not the person you are dealing with has the authority to do what you ask. As long as it is their mistake, and your request is reasonable, I don't see any problem with you being able to get this resolved. Be firm in your position, but try not to get upset. It really doesn't get you very far. Acting professionally and treating the person on the other end like a human will get you further than yelling and screaming. Focus on their explanation and not just the word no. Understanding their position/argument WILL help you make a better argument. You might even read up on the service agreement with the provider. It should lay out some of the legal rights you are entitled to. Be prepared to follow the steps for dispute resolution in the agreement if necessary as ultimately you would be bound to those steps before you can present any kind of breach of contract case(at least if you want to win) if the type of dispute you are dealing with is outlined in the agreement.

Care to share the dilemma? Its hard to make any specific suggestions without knowing any details.

[MinisterofDOOM]

I had them screw up my contract. Actually it was my mother's phone, and she didn't read the whole thing. What they told her on the phone was not what she got, so she refused to pay anymore and tried to cancel. They made her buy up the contract and she lost her service for the rest of the contract. I haven't had the best experience with their billing department...but that doesn't mean you will have the same experience.

Just go to a dealer or call the number that came in the new member packet you got when you signed up.

[ceniack]

dealers will just say call the service number (had tried that with a previous problem)

have had the phone over two years, so i no longer have that packet anyhwere (not sure where it went).