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jlibuszowski
Premium
join:2005-10-25
Hoffman Estates, IL
Reviews:
·AT&T (Business S..
·Verizon Wireless..

[Services] Flowchart For Getting Billing Issues with AT&T Correc

Click for full size
AT&T customer service resolution flowchart
I noticed that many people are upset about changes in billing or simple billing issues and as an AT&T consumer and having worked there, I can obviously understand the frustration. Especially if you just signed up for service and have 15 phone calls or dsl/internet/ect orders go into the "Bermuda" triangle only to never be found anymore and 2-3 phone calls to their agents/reps who still even do not know whats going on...

That said, I found the above flowchart and story interesting and slightly entertaining in a sad satirical way.

Image and story can be found at »consumerist.com/2011/08/att-cust···ved.html

additionally:

You may find the following internal AT&T manual for customer agents beneficial. Details on that can be found at :

»consumerist.com/2007/08/internal···nts.html

Hopefully this information can help empower you as a consumer and get the service and products you were promised at the correct documented price. Without having to get your states Public Utility Commission (PUC) or Federal Communications Commission (FCC) or other government legislative body involved to get the proper service and rates.


David
Now accepting new patients
Premium,VIP
join:2002-05-30
Granite City, IL
kudos:70

Re: [Services] Flowchart For Getting Billing Issues with AT&T Co

I can work on them as well. It don't have to be just DSL

jlibuszowski
Premium
join:2005-10-25
Hoffman Estates, IL
Reviews:
·AT&T (Business S..
·Verizon Wireless..

Great to hear David! You are one of the few that goes unnoticed within the ATT/SBC or whatever ASI Company they have you under these days. I'm sure if anyone can get to the bottom of a $600 iPhone bill like happened to a friend of mine the other day.
Or figure out why a VOIP circuit takes 18-24 months to get installed, since it was provisioned and your company AT&T decided to lay off all the support staff to get it provisioned or other wacky stories that just make you want to hit your head against the wall repeatedly it would be you...

I know several boutique and large law-firms in Chicago that over the years have had to sue AT&T and write threatening letters to your company just to get services installed as agreed to within a reasonable time frame 9month for a circuit that should get installed in 2-3. Oh please don't take it personally; it's just the still buying company’s ways [sbc]... Funny how even all the execs I speak to over there, since you are a client we sell services on behalf of know the phrase

PS: Give the one Regional secretary my regards, for finally figuring out how to read a legal draft prepared by the FCC and Utilities commission(s). Or heaven forbid, actually maybe listening to ME and saving thousands of man hours and not writing out 500 number by hand, instead of (312)xxx-0001 to (312)xxx -0100. Oh well I guess that is why I am a lawyer and have studied telecom law for 10+ years and she is some paper pusher creating more work. Winning!

PPS: You can also tell that little weenie guy over in the mail room/IT support or whatever his do nothing job is, who seemed to have a problem with a 1hr long call during offpeak nights I made to another lawfirm. He’s lucky I didn’t send in my $140 Verizon cell phone bill over a 50cent phone call. Since, for whatever reason the trusty AT&T phone didn’t even work in your own office building down there off Randolph street in the city. Or the fact I was in executive sales and was not about to sit around in my undies and listen to a call about BS at 8am in the morning over getting deals signed.

Cheers! JL


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