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A Simple Life, a Childlike Faith

A Simple Life, a Childlike Faith

AT&T’s disconnected phone service

Her voice was tentative, “Are you all right?”  My friend, Pam, asked.

At first I had no idea to what she was referring.  ”Great.  Why are you asking?” I inquired.

“Well,” Pam started, hesitantly, “when we were having lunch on Monday and you got that phone call from AT&T, I was really surprised at how angry you got.  I’ve never seen you get angry.”

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Since October 16, I’ve had an ongoing battle with AT&T to get my home phone transferred from my previous server to their phone service. AT&T has been in business since 1885 and can trace its roots back to Alexander Graham Bell.  You would think this company would know how to connect a home telephone.

In fact, the process of connecting a phone appears to be so easy that they send self-installation kits to your home for you to install your own phone. (Because of their incompetance, I’ve received three installation kits.)  Yet even with 137 years of experience and the current ease of installation, I have been trying to get my phone installed for over a month.  It appears the skill needed to install a home phone has been lost by AT&T.

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My journal logging the events over the past month is a three page, single-spaced document.  I’ve been shuttled to so many helpful service representative that I’m thinking of hooking a few of them up with some stray, unmarried cousins.

During lunch last Monday, I received a phone call from an extremely polite man from India or Pakistan informing me that I would now have a new phone number.  ”It appears Mrs. Howard,” he quietly and most jovially said, “that you have misplaced your former phone number and AT&T cannot find it.

In response, I screamed as calmly as I could, “Oh, no!  I’ve had that phone number for 45 years.  You lost the number; now you find it!”  Then I hung up as I headed to the AT&T store where I had initiated the transfer.  The store resides only a mile away and I arrived there almost before he could call me back.

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“Mrs. Howard, you must let me explain!” his quietude was withering.  I calmly screamed for a few more minutes.  Finally, I listened.  His explanation was classic.   I had somehow fouled up the account and even though AT&T was working as hard as they could, I would need to choose a new phone number.

I have spent over 40 hours on the phone with AT&T’s extremely polite and considerate representatives. My phone was originally connected by AT&T on October 16.  Disconnected on October 17.  The phone has been connected and disconnected an additional five times in the past month.  In response to each disconnection, I have been kind.  I’ve joked. I have raised my voice.  I’ve cajoled, begged, pleaded, demanded, asked to speak to the supervisor.  AT&T’s usual response is an extremely polite moment of silence on the other end.

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I must commend AT&T for the training of their customer service reps.  In the 40 hours spend being transfered from one representative to another, I have only encountered one person who has not treated me with the greatest of respect.

The only problem–I don’t want or need respect.  I need my phone.

It is November 15 and I still don’t have a telephone.  Though I have been politely and joyously assured that I will receive yet another self-installation kit tomorrow.

  • http://specialgathering.wordpress.com Linda G. Howard

    Thank you, Mr. Beverley. After a congressional inquiry was started by Congressman Bill Posey, AT&T was able to find my phone number and after another week, AT&T was able to get my phone number back. I now have my service. I posted this on November 30.

    While the service I received was totally incompetent, everyone at AT&T has been exremely gracious and kind. I truly believe that all AT&T representatives did as much as they could to get the help I needed.

  • http://AddaURLtothiscomment Jim Beverley

    Please reply to the e-mail address given in order for us at AT&T to assist you. We will need name, account number, phone number, etc. We want to fix this and we’re sorry for the issue.

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