Dear Cingular,

31 08 2006


I would sincerely appreciate it if you’d get Customer Service people who don’t act as if all callers are lying to you and that everything coming out of the customer’s mouth is hogwash, because I assure you, I was sorely tempted to walk away from my contract with you guys yesterday. I spent lots of money on my spiffy SLVR a few months ago, something I don’t always do but I so liked the little phone, it was cute and it had ITunes on it, so I spent the $200 to buy it and this is the thanks that I get? You see, this is what happened…

Yesterday I got an email from my sister Grace, all the way in Australia telling me that she tried calling me but that her call wouldn’t go through.

Immediately, I turned my phone on and checked it and sure enough, it says that my service was interrupted. How odd, since I just paid my phone bill the week before (I came equipped with a confirmation number for my payment too, thank you very much) and even then, don’t you guys normally wait like a month or so before they interrupt service? Especially if I’ve paid my bill EVERY MONTH for the past like ten years (I’ve had this phone since the year after I graduated from high school), well there was that little incident with my sister from a few months ago, but that was taken care of, but whatever…so I tried calling Grace, no such luck, so I try calling somewhere local, since Grace is in Australia, I try calling home with no luck, I can’t get through because the recording says my line has been temporarily interrupted, please contact Cingular to pay my bill, again, WHAT THE HELL???

So I called you guys up and wanted to know what was going on. After explaining my situation or problem to the first person that helped me, she was really nice, I’ll give you guys that, she had me turn my phone off, wait a few minutes then it should work itself out, she said that it was probably a glitch in my phone or something (Umm, yeah a glitch in my phone that tells me that my service is interrupted, umm okay), so with her still on the line, I wait a few minutes then turn my phone back on, thinking the problem is solved, but find out that it isn’t. She transfers me over to second person, whom I wanted to strangle.

This new guy asks me what my problem is, I tell him, he asks me if I’m sure that there’s a problem with my service because according to the computer that he’s looking at, which has all of my account information, he says that everything looks fine. No glitches, no suspension, no nothing.

Why, pray tell, would I be on the phone talking to your stupid ass, if everything was fine with my phone?

Ugh.

I can’t call or recieve any calls, it says that my service was interrupted, I don’t give a hot damn what it says on your computer, my phone is not working, can you help me fix it?

“But are you sure, ma’am?” he says. “I mean, I’m looking at your account right now and plain as can be, it says, account active. I just don’t understand why this is happening to you.”

By this time, I’m trying really hard not to lose my temper, I don’t like confrontation, I don’t like to be mean to the customer service people because I know how many pissed off customers that they deal with on a daily basis, but HOT DAMN WOULD YOU STOP ASKING ME IF I’M SURE, I’M SURE THAT MY DAMN PHONE DOESN’T WORK, I’M SURE THAT THERE’S A RECORDING ON MY DAMN PHONE TELLING ME THAT MY SERVICE IS INTERRUPTED, WHAT I’M NOT SURE ABOUT IS WHY THE HELL YOU KEEP ASKING ME IF I’M SURE, YES I AM AND I STILL CAN’T MAKE OR RECEIVE ANY CALLS…you dumb stupid prick!

So after a frustrating fifteen minutes telling him that I am indeed sure that all of this is really happening, he has me turn my phone off, take my battery out and take my SIM card out and blow on it and then turn it back on….”It should work fine as can be ma’am, you probably just didn’t clean out your battery or something, those things can get lint in it and then jack up the whole phone.”

Oh so now it’s my fault because I didnt check the lint in my damn phone?

So I ask him, “I don’t see how the lint in my phone would suspend my account, are you sure that’s whats wrong with my phone?”

He makes all these, I KNOW IT ALL noises and I turn my phone back on, he tries to call me, and STILL no service.

“Did you make sure to shake your phone and blow hard into it?”

OMGosh by now I want to strangle him, he says all this nonsense about what I didn’t do to my phone and I get fed up, I ask to speak to his manager, he pretends he doesn’t hear me, so I ask again, firmly. He’s like, “Well is there anything else I can do for you today ma’am?”

You haven’t done a good damn thing for me yet, let me speak to your damn manager. He thanks me for calling him and then transfers me to….the IT people.

I’m so damn frustrated because no one appears to know what I’m talking about or know what’s wrong with my phone, I talk to two other people, a total of 4 people in one day, for a total of 65 minutes and yet, NO ONE will transfer me to a manager and no one knows what’s wrong with my phone, which they were all quick to tell me. I got a lot of, “Ma’am, I honestly don’t know what’s wrong with your phone.”

It was enough to drive me insane. The last person I talked to, said she was going to have file a report on this, open up a claim and whatever else, saying that they would have check into this and when I asked her what I would do for a phone until then, she says, “You’re just going to have to sit tight, ma’am.”

What the flip?

I was more than a little pissed off that I didn’t have a phone last night or this morning, when I came to work this morning, my phone STILL wasn’t working, so I called again, went through the same thing twice and then finally, someone came to my rescue and in less then twenty minutes, my phone was back on and everything seemed to be okay.

What did I get for my patience (for just wishing them harm and not really telling them?), they’re not going to charge me or take away any of the minutes I use for the next three days, so that means, my hotline is open guys….LOL.

So Cingular, I started out very pissed off at you guys but since I’m a God fearing woman, I have forgiven you, but PLEASE, don’t let it happen again.

Sincerely,
Dylan

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