Fun and Games with AT&T, Episode II: Lost Time

Previously on Fun and Games with AT&T...

After many hours wasted on the phone and two failed attempts at buying an iPhone, AT&T has informed me that as a matter of policy I will not be compensated for this ordeal. They also double charged me $195.72 for their own mistake triggered by the same screw-up, which I was told will take another billing cycle to be credited. Not clear in what form yet – I’m hoping a check.

I am unwilling to let this matter rest without a proper compensation for my time. And so the story continues.

Yesterday I called AT&T after being unable to find their mailing address on their site. I had to wait 16 minutes for the representative to find the address. Nothing surprises me anymore but 16 minutes to get an simple answer is ridiculous. I though handing out the mailing address for their legal department was something they do on a daily basis. Just in case I’ll post it here for others:

AT&T Mobility Customer Support
Att: Legal Department
PO Box 68058
Anaheim, CA 92817

I have sent an official letter to AT&T today repeating the entire story as previously posted on this blog. I have concluded my letter with the following:

I am well aware that customer service calls can be time consuming and frustrating. I am well aware that AT&T is not in a position to compensate every customer it mistreats on the phone with such long holds and delays. However, The 3 hours of my time wasted going on a wild goose chase trying to buy the phone solely on the premise of the AT&T assurance is something I hold AT&T directly accountable for.

I have expressed my expectation of a proper compensation for this matter and was denied. Therefore, I am writing to inform you that I have placed a monetary value on the 3 hours lost at $150 an hour. I am requesting $450 in compensation for this lost time and productivity in the form of account credit or check.

If AT&T fails to respond to this request to my satisfaction within 21 days, I retain my rights to seek legal actions against AT&T in order to obtain the $450 compensation. I hope that it will not be necessary and that AT&T can resolve this matter quickly.

I am not greedy nor am I trying to take more than I deserve. I have narrowed down the claim to the specific loss cause directly by AT&T, and think an hourly rate of $150 is perfectly reasonable. As soon as I hear back, or 21 days from now, I will post episode III. Meanwhile, if you have experienced a similar issue with AT&T, please post it in the comments.

Comments

[VV]

How was this issue resolved? I have been going through the same hassle with T to no avail...

[Laurent]

I have spent well over an hour on the phone with AT&T trying to sign up for combined billing between my land and wireless lines. I spoke to 5 different people, and had to repeat my request every time I was transferred. I was finally told that I could not combine the accounts.
I then called back to cancel my phone line.
AT&T has the worst trained customer support staff I've ever have to deal with.