# Customer Service my ASS.
**URL:** https://boards.straightdope.com/t/customer-service-my-ass/201114
**Category:** The BBQ Pit
**Created:** [September 12, 2003, 2:19am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114 "2003-09-12T02:19:53Z")
**Posts on this page:** 20
**Page:** 1
### Author:  [@Civil\_Defense](https://boards.straightdope.com/u/Civil_Defense)
#### Post date: [September 12, 2003, 2:19am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/1 "2003-09-12T02:19:53Z")
Okay, so last month I changed my cell phone plan to include more “anytime minutes” because I realized that 500 was not going to be enough. It was in the middle of my billing cycle, so I called the customer service for, let’s call them… Shrint DPS. The VERY VERY nice and cordial lady on the other end informed me that she was changing my plan over to a plan including 800 anytime minutes, and I recited back to her my verbal agreement for this to take effect. It was recorded. During this recording, she informed me **very specifically** :
> [@](#):
>
> Your new plan takes effect IMMEDIATELY and you can use up to the 800 minutes included in your plan for your current billing cycle.
I had her repeat that later in the conversation to verify it, just to make sure.
So, I noticed on my last bill that I was charged for 763 minutes. Fine. Except that I was charged for 500 minutes, and **an additional 263 over-age minutes**. Not cool.
So, on the 2nd of this month, I called up customer service and spoke with another bright, nice young lady named Amanda. I explained to her that I was misinformed about my ability to use up to 800 minutes immediately, and she told me that it was a common occurance for this sort of mistake to happen. After being on hold for about 10 minutes while she “consulted her supervisor,” Amanda informed me that she was going to **immediately** credit back 263 minutes (or rather, $105.20) to my account. I thanked her and hung up.
A couple days pass, and I check my bill online to make sure what’s done is done. Err…well, it hasn’t shown up yet. I’ll give them a call back to make sure.
So I called back, and spoke with a different lady. She told me that a representative had credited me with **$10.00** on the 2nd. I explained the situation to her, and she was sympathetic. She couldn’t do anything since another rep had initiated the matter, so she e-mailed Amanda to call me back to discuss what the problem was. This was on the… 9th?
Flash forward to 20 minutes ago. I feel like Amanda has had ample time to return my call, so I call Customer Support back. I speak with Vivian, to whom I explain the situation once more… Vivian tells me “you were told, sir, twice that we were not going to credit this back to you.” Because that’s what the comments on my account say.
WHAT???
I tell her there must be some mistake and ask to speak with her supervisor. Bad idea. “Michael” comes on the line about 10 minutes later, identifying himself as a supervisor. I explain to Michael the situation, but all he can do is reply with “Sir, there will be no adjustment to your account.” I inquire about the fact that “all calls are monitored for quality assurance” and that he can go have a listen to verify that this representative indeed told me she was crediting me. Michael explains that calls ARE recorded for quality assurance… yes, I know. “Then there appears to be a lack of quality here, so I’d like to request that those records be examined.”
Apparently no one asks that recorded conversations be listened to, because now he gets stupid. “Sir… those recordings are to verify quality control.” …WHERE is the quality in being told one thing by one person, and another thing by the next??
I’ve had enough arguing. I was promised that IMMEDIATE action was being taken (so far as having her say “Okay, I entered the credit info and your account is updating right now… is there anything else I can help you with?” before I hung up on our initial call) and now I’m being told “suck it up, you were told one thing, but that doesn’t matter”. WTF?
I got Michael’s name and employee ID number. His tone was demeaning, and he spoke to me as if I was lying to him (“sir, you were TOLD this TWICE”, “no, sir, we’re not wrong, you must be mistaken”, even up to “you know what you were told, and so do we”). His manager is gonna get a phone call from me, and a friend of mine suggested I call the BBB, too. We’ll see.
Fucking… ugh. ASSHOLES.
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### Author:  [@Lord\_Ashtar](https://boards.straightdope.com/u/Lord_Ashtar)
#### Post date: [September 12, 2003, 2:22am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/2 "2003-09-12T02:22:57Z")
Thanks for the warning. I’ll be sure to never do business with Shrint DPS. They sound like a bunch of assholes.
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### Author:  [@Goober\_McFly](https://boards.straightdope.com/u/Goober_McFly)
#### Post date: [September 12, 2003, 2:43am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/3 "2003-09-12T02:43:50Z")
“The customer is always white.”
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### Author:  [@Doomtrain](https://boards.straightdope.com/u/Doomtrain)
#### Post date: [September 12, 2003, 5:17am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/4 "2003-09-12T05:17:58Z")
Yea, I heard such horrendous things about them. Aren’t they the ones who wanted to start charging if you called in to customer service?
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### Author:  [@peri](https://boards.straightdope.com/u/peri)
#### Post date: [September 12, 2003, 5:33am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/5 "2003-09-12T05:33:12Z")
[File a complaint with the FCC.](http://www.fcc.gov/cgb/complaints.html)
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### Author:  [@buttonjockey308](https://boards.straightdope.com/u/buttonjockey308)
#### Post date: [September 12, 2003, 5:51am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/6 "2003-09-12T05:51:36Z")
I’ve had Shrint for about three years, the phone service was generally good, but the customer service…OY!
So, my attaack plan was three fold.
1. Visit the local bombers warehouse (known to you as radio shack) and buy a device that allows you to record your own telephone conversations. Whenever you speak to customer service, advise THEM that THEY will be recorded as well. This worked out once when I needed it to. By the way, never call them from your handset, a. it costs them nothing and b. you cannot record it
2. File a complaint with the FCC
3. Switch to Nextel. Which by the way isn’t really consumer friendly, but their infrastructure tops sprint, and that walkie talkie feature is coast to coast now. Plus, they charge by the second.
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### Author:  [@Civil\_Defense](https://boards.straightdope.com/u/Civil_Defense)
#### Post date: [September 12, 2003, 5:57am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/7 "2003-09-12T05:57:33Z")
I filed a report with the FCC. Thanks for the information about that, guys.
What usually happens now? What are the odds I might actually see my $105.20 back?
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### Author:  [@Jackmannii](https://boards.straightdope.com/u/Jackmannii)
#### Post date: [September 12, 2003, 5:58am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/8 "2003-09-12T05:58:36Z")
If all plans legally had to max out at about 50 anytime minutes, the world would be a far better place.
Sorry. I’ve been traveling, and _everyone_around me (airports, restaurants etc.) is constantly babbling on the phone at incredible decibel levels, about every possible aspect of their incredibly boring lives.
Although maybe lots of those people are really calling to yell at Amanda and Vivian.
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### Author:  [@Doomtrain](https://boards.straightdope.com/u/Doomtrain)
#### Post date: [September 12, 2003, 6:05am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/9 "2003-09-12T06:05:07Z")
> [@](#):
>
> \*Originally posted by Civil Defense \*
> \*\*What usually happens now? What are the odds I might actually see my $105.20 back? \*\*
I’m going to WAG that money isn’t leaving without a fight. Once businesses get their paws on your cash, they don’t want to give it back.
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### Author:  [@bernse](https://boards.straightdope.com/u/bernse)
#### Post date: [September 12, 2003, 6:15am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/10 "2003-09-12T06:15:57Z")
It is because of instances like this that I am _seriously_ considering taping every conversation I have with companies.
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### Author:  [@SunTzu2U](https://boards.straightdope.com/u/SunTzu2U)
#### Post date: [September 12, 2003, 7:47am UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/11 "2003-09-12T07:47:39Z")
Civil, I had a problem with Bellsouth and their internet service. I won’t go into details here but this is what I did. I found out who the CEO was and sent him a personal letter expressing my displeasure with his company and its service. I outlined what I thought should be done to “restore” my faith in his company.
In a period of two weeks all my issues were address to my liking and I was even credited and given additional equipment at no cost. I also feel it helps when you have a recognizable letterhead on the letter (my company is in the fortune 100).
Once everything had been remedied I sent the CEO a thank you letter and complimented him AND his staff (since it was they who did the work). You’d be surprized at what can be done when you cut through all the layers of an organization and go right to the top. It has always worked for me. I don’t do this on a regular basis but when things get out of hand and I’m not getting what is promised you can bet the #1 person in the company will hear about it!
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### Author:  [@indecisive1](https://boards.straightdope.com/u/indecisive1)
#### Post date: [September 12, 2003, 12:39pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/12 "2003-09-12T12:39:29Z")
arrrrg! Your story brings back the horrid memories I have of my week of HELL talking with the MSN tech service department.
I so wish I had recorded all of that. Or taken notes even. What a run-around, same blasted conversation every time. Me: “No please, please, I’ve already done that three times! Please put me through to level 2 tech. Here’s my ticket number.” On and on this went, hours and hours on the phone.
And then… well you don’t need to hear all the sad details.
But when I finally worked my way to a manager type person to close my account and explain why I did not expect to be charged for breaking my contract things turned really ugly!
So I ask the guy if the conversation was being recorded, He says yes (in a sort of glee-ful tone) so I ask him for a copy of the tape. Man did he get mad! “No I will not send you a copy of the #@\*&#$ tape!”
So I politely asked if I could call back, then I called my bank and closed my accounts before officially cancelling the service. I’m still waiting for some sort of demand for payment from them.
Well enough of my story.
**SunTzu2U’s** suggestion sounds like what you should do. At least, submit your story to some of the on-line complaint web-sites!
Let us know how it all turns out.
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### Author:  [@badmana](https://boards.straightdope.com/u/badmana)
#### Post date: [September 12, 2003, 4:40pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/13 "2003-09-12T16:40:41Z")
All calls are recorded? I doubt it. Our cell phone company receives 20K calls a day…on a slow day.
Your best bet is to record the calls. Really. Even when I started a trace to locate a bad CSR (my friend called me after it happened as asked me to investigate) it doesn’t work (been waiting for 9 days now hoping someone’s gonna care about my email).
Record the calls. Get the employee ID or code. It’s impossible to tell what they’re have been writing on your acct. But if enough complaints happen, someone’s gonna notice.
On the other hand for us, we get plenty of customers ready to lie their face off about what the last person told them so please don’t hate us. I get lots of “what do you mean? I was told blah blah blah” and one guy I spoke to had spoken to _me_ and he lied right in my face. I got a little ticked and told him straight up, that it’s wrong to lie to the person who helped him the other day. I left some really nice notes on the prick’s account.
One question though, is your account changed over to 800 mins? Generally the question on how time is “reset” is on paper (in your agreement, whatever). For us, if you change your plan in the middle of the month, your time gets “reset” and you have 800 free new minutes _from that point on until your bill cycle ends_. It’s not something we want everyone to know about becuse it invites abuse (so we charge a service charge for more than 2 plan changes per year).
Good luck.
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### Author:  [@Civil\_Defense](https://boards.straightdope.com/u/Civil_Defense)
#### Post date: [September 12, 2003, 4:43pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/14 "2003-09-12T16:43:21Z")
I’m not sure if it’s written in the documentation, which is why I asked her to verify it with me a second time.
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### Author:  [@Creative\_Munster](https://boards.straightdope.com/u/Creative_Munster)
#### Post date: [September 12, 2003, 4:55pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/15 "2003-09-12T16:55:48Z")
I have had to deal with ATT to have my account adjusted on a couple of occassions. Both times, I spent an entire day on the phone. This was calling, being told they weren’t going to do anything for me. Calling back, being told something else by a different person. And calling back once again until I finally got someone who gave a shit and would perform the actions that I requested the first time I called. The reason it took an entire day was that I was on hold for about an hour each time I called.
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### Author:  [@blainer](https://boards.straightdope.com/u/blainer)
#### Post date: [September 12, 2003, 4:55pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/16 "2003-09-12T16:55:57Z")
Gosh, I knew this was going to be about, um, Shrint. I have Shrint, as well, and, aside from when I purchased my phone about 10 months ago, I had never had to deal with their customer service. Then, my voicemail stopped working properly. Having heard all of the horror stories, I was terrified. However, when I called this morning, the rep was courteous and helpful. He fixed my voicemail in about 10 minutes and was friendly throughout the entire call.
Anyone who calls Shrint should ask for Tom. He is the best Shrint CSR ever! 😉
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### Author:  [@seal\_cleaner](https://boards.straightdope.com/u/seal_cleaner)
#### Post date: [September 12, 2003, 8:31pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/17 "2003-09-12T20:31:58Z")
My provider until 2 weeks ago featured a cute orange x-shaped guy. Had the family plan with my wife, but I could call EVERYONE BUT HER. Hours on hold with tech support (recording kept repeating my balance, which INFURIATED me - I wasn’t paying them a CENT)
Finally returned the phones, cancelled the account, but I 've been told three different amounts for my “final bill.” Hah! How does $0.00 sound!
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### Author:  [@Carol\_the\_Impaler](https://boards.straightdope.com/u/Carol_the_Impaler)
#### Post date: [September 12, 2003, 8:46pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/18 "2003-09-12T20:46:03Z")
And, of course, Civil, you have really no idea if you spoke to a supervisor, or not.
I saw this happen a number of times when I was working in call centers. A rep would transfer a call to a “supervisor” which was just their buddy a few seats down.
Definitely take this to the next level up (or just jump a few and go to an upper level exec). Find out the Center’s manager’s name or the VP of Customer Service and write them a certified letter. cc: your local regulatory agency that would handle this, the BBB, and maybe your Congressman. Thought I read the other day that the cell companies have decided to self-police themselves regarding customer service in order to avoid legislative action by Congress, so this might cause the appropriate level of panic at Shrint.
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### Author:  [@Giraffe](https://boards.straightdope.com/u/Giraffe)
#### Post date: [September 12, 2003, 9:18pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/19 "2003-09-12T21:18:30Z")
Interestingly, just this month I got a bill for $180 in extra minutes charges from Sprint PCS a couple of weeks after changing my plan. Unfortunately for me, they did tell me that it wouldn’t take effect until the next billing cycle and gave me the exact date, so I can’t really be mad about that.
What I can be mad about is that I never realized that when Mrs. Giraffe and I talk on our PCS phones, they don’t charge by the duration of the call but twice that, since we’re both using our phones. Almost certainly my fault for not realizing that, but it honestly never occurred to me that calling Mrs. Giraffe would cost me twice as much as calling my sister, since she’s on the same plan as me. Sigh.
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### Author:  [@Elza\_B](https://boards.straightdope.com/u/Elza_B)
#### Post date: [September 12, 2003, 9:54pm UTC](https://boards.straightdope.com/t/customer-service-my-ass/201114/20 "2003-09-12T21:54:54Z")
> [@](#):
>
> \*Originally posted by blainer \*
> \*\*Gosh, I knew this was going to be about, um, Shrint. I have Shrint, as well, and, aside from when I purchased my phone about 10 months ago, I had never had to deal with their customer service. Then, my voicemail stopped working properly. Having heard all of the horror stories, I was terrified. However, when I called this morning, the rep was courteous and helpful. He fixed my voicemail in about 10 minutes and was friendly throughout the entire call.
>
> Anyone who calls Shrint should ask for Tom. He is the best Shrint CSR ever! 😉 \*\*
I think Ih ad him once!🙂
Actually, I like Sprint’s customer service, too. I never seem to have any problem with them. The phone company I’ll call V-Crobile, however…SUCKS.
Ava
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