Funny how AT&T is quick to answer the "New Service" calls but really, really slow to pick up on the "Disconnect" calls. Does this mean AT&T customer serivce sucks, that they are intentionally trying to piss off people who want to dump them, or both?

We moved my Dad into an assisted living community last week.  I'm now doing a lot of the follow up stuff like disconnecting his utilities at his old townhouse.

So far, Verizon wins the customer service derby.  Connected with a live person within three menu choices and two rings.  The entire disconnect process for local phone service took less than three minutes.

Meanwhile, I am still listening to the annoyingly repetitive AT&T hold message telling me how committed they are to serving their customers.  Dad had his long distance with AT&T.  Amazingly, he has been paying over $40 a month or more for the same level of service he will be paying $10 at his new home.  That service will be provided by... AT&T.  He never looked into getting a better deal in the ten years he lived in the townhouse.  (Let that be a lesson to you, telecommunication consumers!)

What is most annoying about AT&T's customer service is that the customer has no choice but to call in to cancel long distance service.  It can't be done on line nor by mail.  And it can't just be ignored either, because AT&T will continue to bill the monthly service charges, required government fees and other taxes even if the local service (from Verizon in this case) has been disconnected.

So far, I have been able to read most of today's newspaper, catch up on email, and write this post in the time I've been on hold with AT&T customer service... 43 minutes now, and counting.  FORTY THREE fucking minutes.  I have to think this is actually intentional.  This is the only path one can take to cancel service.  I wouldn't put it past AT&T to figure than a lot of people will give up, only to rack up fees for several months and not even know it.

Well, AT&T, with every loop of the 30-second promotional blather I am listening to on the speaker phone while waiting, I am more and more inclined to dump you for my iPhone service as soon as Apple allows Verizon into the provider pool.  Count on it.  Every time your recording tells me I am a "valued customer" I feel less and less valued.  I look forward to bidding you farewell.

51 minutes and counting. 

Update:  72 minute wait time, and then a few minutes more insisting I reconsider.  Asshats.

Comments

[Eileen Wright]

It took me six months...I still could not cancel the service because it was in Brice s name...even tho I told them Bruce was deceased and he was not writing the checks they were receiving each for their payment...they would not close the account...Finally switched to Verizon and they could close it but not myself without giving up my 1st & 2nd child...had to think about that..ha! Know what you are going through...I never did log the hours...it was several.