PC Help Request

I’ve learned that the only purpose of emailing Cingular’s customer service is to get people’s blood boiling. Well, actually writing them an email is soothing, like having a weight lifted from me, to be trite. It’s the receipt of a response that absolutely pisses me off. They completely disown the situation. There’s no element of a consumer. I think they see customer service emails as the internet’s deification. I wonder if they call their inboxes, litter boxes? In hindsight, emailing isn’t the best approach to actually get a problem solved. I originally went the email route first to have some sort of evidence of an attempt to solve the problem, just in case I had to take it to the executive CSRs. My emails are available for reading by following the ‘read more’ link.

Q2:Enter your contract expiration question below:
A2:In August two of the phones on my plan broke, but it was after 1
year
so we were offered a phone upgrade. I was told specifically that the
contract dates would not be affected. Can you please correct the
contract expiration date to the original dates? 82xx was a 1 year
contract and we went month-to-month with it. 84xx terminates this
year.
Thank you.

Dear Mr. x,

Thank you for taking the time to e-mail Cingular Wireless regarding
your
contract dates. I am happy to help you with your inquiry and I
apologize
for any inconvenience this may have caused.

I have reviewed your account and have found that mobile numbers
82xx and 84xx were both upgraded to new phones on
8/16/06. When you upgrade your phones and get the phones for free or
discounted rates you are always agreeing to a new contract. I find
that
both of these lines are under new 2 year contracts that will not
expire
until 8/16/08.

I hope that the information provided has been helpful and has resolved
all of your questions. If you need further assistance, feel free to
reply to this e-mail or contact customer service at 1-800-331-0500 or
611 from your Cingular Wireless phone.

I encourage you to visit our web site (www.cingular.com) often to view
current and previous monthly statements, make payments and to shop for
new product and service offerings. Thank you for allowing Cingular
Wireless to serve as your wireless company. We will do our best to
ensure that your wireless experience is a success.

Sincerely,

Karrie
Cingular is now the new AT&T
Online Customer Care Professional

That was not stated to me, and in fact, the opposite was stated. I was
also
reassured by the warranty department that a note would be put on my
account
stating that the phone upgrade was due to 2 phones breaking during my
contract but after the 1 year warranty replacement. You’ll also notice
that
the breakage was only a few days after the warranty expired. I can see
that
this is due to some sort of communication break down, but I would
appreciate
some understanding. I haven’t had any issues with Cingular yet, and I
would
not like to start now. Can you please follow through on what I was told
when
I upgraded my phones? Thank you.

Dear Mr. x,

Thank you for taking the time to e-mail Cingular Wireless regarding your
contract dates. I am happy to help you with your inquiry.

I have done a thorough review on your account and there is no indication
on the account that the new 2 year contracts would be waived. On the
account there is an indication that the terms and conditions for 2 year
contracts were accepted through the automated phone system and you were
billed and payed for the two $18.00 upgrade fees on your September 2006
statement.

I do apologize that the contract dates for mobile numbers 82xx
and 84xx do not expire until 8/16/08.

Again, we thank you for allowing us the opportunity to assist you with
your account. If we can be of further assistance, please contact us at http://www.cingular.com.
As always, thank you for choosing Cingular Wireless!

Sincerely,

Karrie
Cingular is now the new AT&T
Online Customer Care Professional

We’ll see about that…