I’m back and Jeeeeezus but that was an ordeal.
I mean seriously, the last straw was at 8 a.m. this morning when my ISP was told by AT&T’s broadband division that they couldn’t get a repairman out to our house until Thursday.
Keep in mind, we’d been without phones since last Wednesday when phone service got knocked out by lightning. Finally, after much wailing and gnashing of teeth, at 4:30 on Friday afternoon someone fixed the phones. But when I told them our DSL line was still down they said tough nougies and skedaddled.
So the idea of another four days without internet service just about gave me an aneurism. Needless to say, there was more wailing and rendered clothing until at 11 a.m. a repair truck appeared in the driveway and by noon it was fixed. Apparently a phone jack in the house got zapped, as did some kind of doo-hickey thingie in the box.
But really, I have to ask: why does everything have to be so fucking hard? It’s not just AT&T, it’s every fucking thing. Everything is over complicated these days. And to get anyone’s attention, to get the service you think you’re paying for, you have to scream and yell and make phone calls and be an asshole crazy lady before anyone even bothers to give you the time of day. Why is that?
AT&T’s CEO made $27 million last year, including a $5 million bonus. We have 10% unemployment in this state, people who need jobs like … repairing phone lines. But customers are asked to wait 8 days for repair service? What is this, Paraguay?
Here’s the part I loved. AT&T said they couldn’t talk to me about the broadband service for “legal reasons.” How rich is that? They can hand over my phone records and e-mails to the government without a warrant, but they’re worried about the sanctity of their contract with my ISP?
This is the kind of shit that makes me nuts. Why is it we’re told private enterprise is supposed to be so wonderful and efficient when clearly it’s not? I renewed my car tags last week, and including time at the emissions testing station and the drive to the county clerk’s office the entire thing took an hour. Why are we always told the DMV is so inefficient and we don’t want an agency like that operating our healthcare? If I hadn’t screamed and hollered and gotten all stabby and bitchy I wouldn’t have phone service right now, and would still be another four days out from getting my internet functioning again.
AT&T is trying to buy T-Mobile, so that there’s even less competition on the cellular side. I’m trying to decide why this is supposed to be a good thing. Haven’t we had the notion of competition and the free hand of the market and all that drilled into us from the get-go? Why should we give these inefficient idiots more control of the telecommunications landscape?
I realize no one probably cares about my little kerfuffle with the phone company but I feel like this incident is just emblematic of what’s wrong with the whole country these days. For crying out loud, surely I’m not the only one who has been dicked around by corporate America lately? From insurance companies to the banks and mortgage companies and the electric company to the airlines, and on and on, it just seems like our world is one dominated by soulless idiots who have forgotten that the reason they are in business is to provide goods and services to people, not make themselves obscenely wealthy while treating their customers like dirt.
LOOOOOL LOOOL LOOOL I’m realy sorry to be laughing, I do feel ur pain, trust me, I’ve experienced it…but ur expression is just hilarious! 🙂 Love the post.
SB, you are describing the corporate philosophy of modern America: operate to failure.
Develop the idea, manufacture and sell the product/service and then let it operate to failure without maintenance, upgrades, updates or any other further costs beyond initial implementation. Just think British Petroleum.
Operate to failure… no customer service, no contact numbers, no actual humans in sight or sound. If and when the product/service ultimately fails, dissemble, dodge, bob & weave, delay.. anything and everything to make the customer just give up and go away. In a pinch bring up the ‘legal issue’ to scare people off. This works wonderfully.. if you blink and hesitate, they’ve got ya. If you don’t blink and ask to speak to somebody about the ‘legal issue’, you just went down inside the rathole of lawyers and their familiars, never to be seen again, your problem now in the hands of professional do-nothings.
Is it really any different than the way politics ‘works’ here? Anybody really believe that calling up their congressrat or senator-cum-lobbyist will have any effect on anything other than racking up your phone bill? The White House email line is the worlds biggest round file. Complaints go in and are deleted upon hitting SEND probably….
Your phone is working, your DSL is working and you can bet you’ve got a big freaking red circle around your account number, flagged to pop up every time, marking you as a troublemaker. And I’d bet that big red mark will follow you places you never thought of.. like credit reports, changing phone/dsl services, all across the corporate spiderweb.
Vexatious customer, thou art SB.
And to get anyone’s attention, to get the service you think you’re paying for, you have to scream and yell and make phone calls and be an asshole crazy lady before anyone even bothers to give you the time of day.
I (ahem) know an Architect with much better customer service….
Also, have managed (after much tribulation and gnashing of the teeth by people who refuse to clear their caches) to get a new bloghome mostly operational on WordPress.
And I’d bet that big red mark will follow you places you never thought of.. like credit reports, changing phone/dsl services, all across the corporate spiderweb.
Yeah probably and what of it. Fuck ’em if they can’t take a joke.
Seriously. In my dreams I win the lottery and build a house so far off the grid they couldn’t find me with a map and compass.
I’m pretty sure I wrote this exact post a while back. I’m contacting my lawyer to see if i can sue your trouble-making ass for plagiarism.
Nah, it wasn’t this funny. Buck up, kiddo, it could have been worse.
It could have been my DSL service..
I’m fairly certain that my former employer, Verizon, is as bad as SBCAT&T. Whenever they knock out my DSL it takes hours, literally, of my time to get the service back and running properly. I tell them what I think of them–while trying not to be very ugly towards the nice young Bangladeshis or Mumbaians, who are trying to restore my service.
“From insurance companies to the banks and mortgage companies and the electric company to the airlines, and on and on, it just seems like our world is one dominated by soulless idiots who have forgotten that the reason they are in business is to provide goods and services to people, not make themselves obscenely wealthy while treating their customers like dirt. ”
Great. Now what’s your solution to that problem?
If you don’t have one, then all the bitching and whining in the world isn’t going to do the first bit of good. Especially on the internet. (I mean, really, the internet’s very little but porn and butthurt whining as it is.)
Did you file any complaints about AT&T’s admittedly abysmal service with the BBB or FCC?
Have you done any homework into, say, with whom AT&T has municipal contracts? Then raise a little hell to put some pressure on those muni contracts?
Actually, let’s make this a shorter list, Ms. Belle – have you done anything about the issue other than scream into a phone and then onto the ‘net?
If you haven’t, then congratulations. Your problem has been found, and it’s you. (Well, you and people like you that refuse to do anything about their problems except complain and/or just solve ’em for themselves regardless of whether or not the problem exists for others.)
If you have, then how about an update on your actions so that others that want to do the same have a baseline? Knowledge is useless unless it’s disseminated, after all.
– Brian Paone
Knoxville TN
(Don’t worry. I have that little red headline on my AT&T account, too. They don’t like complaints being filed, especially when they’re done competently.)
If you don’t have one, then all the bitching and whining in the world isn’t going to do the first bit of good.
Actually, it makes me feel a lot better and that is why I have this blog. So, there’s that.
Ah, the self-centered solution. “I have a blog and I feel better venting to it, so I must be doing some good”.
For yourself, sure, I guess the argument can be stretched to fit. Not a very good fit, but certainly a lot less effort than a tailored solution.
Anyway, just thought I’d ask to see what you planned on doing about it. Would’ve been nice to have someone else working alongside the rest of the people out there filing actual complains and trying for something other than one-size-fits-all internet whining, but hey – at least YOU feel better, and I suppose that counts for something. 🙂
Have you ever stopped and asked yourself why no one seems to be addressing or solving issues with which you, in particular, have a problem? Just curious.
– P
Porn, whining, and self-righteous people who presume to know what others do by way of community service. Yup, thats the innertubes.
You know, for a self-described “alpha male”, you exhibit an unusual amount of passive-aggressive traits. Not hatin’. Just sayin’. 😉
But since you wanted to be part of this particular conversation so badly, I’ll ask you – what good does whining about one’s problems on the internet actually DO? Besides, of course, the self-centered solutions proffered by the blog’s owner.
It’s like I ask my wife – do you want an actual solution to your problems, or are you just hunting for someone to smile and nod as you whine about ’em? Let me know, and I’ll be happy to help ya out with either one.
But for my generation’s sake?
I hope to hell it’s the former.
– P
Oh wow. Someone doesn’t like my blog. I guess you could … go somewhere else!
I have a really hard time taking seriously someone whose great idea is for me to go through the appropriate channels and pursue the established course of action prescribed by the powers that be. The Better Business Bureau? You fucking kidding? You think AT&T gives a shit about the BBB?
Oh and the FCC? Yes, let’s stroll down memory lane and remember how effective THAT was back when we were all protesting Sinclair Broadcasting for using the public airwaves to promote Jerome Corsi’s lies about John Kerry 2 weeks before the election. How’d that work out for ya? How about when we were signing petitions and filing complaints with the FCC over telecomm companies sharing our private records with the government?
Oh yes that was so VERY effective!
[/sarcasm]
You can do what you want, I prefer to put up a huge honking billboard on the internet venting my frustration. And you are under no obligation to read it. That’s sorta the point of blogs.
Now run along.
In order:
* So presumptive! I never said I liked or disliked your blog. I don’t even know how to feel about YOU yet.
* You’d be surprised, cupcake. And yes, larger companies are going to ignore just one little complaint to one non-governmental agency. That’s kinda the point that one other poster was trying to make when he was talking about “operating to failure”.
However, if those complaints become a steady stream, well-documented and propagating to other, more official channels (all augmented, of course, by consistent public updates on your snazzy little WordPress abode here), and I guarantee you that you get results.
If you’d like, I’ll be happy to educate you on the process given your apparent fears/ignorance of such. (Frankly, I don’t know if you’re scared of the process or simply unaware of how to utilize it properly.)
* Would you mind terribly if I skipped past the partisan political butthurt? My generation cares nothing for it, seeing as it’s done little-to-nothing for the previous generations except for running up the debt that WE’RE going to have to pay and significantly damaging resources and infrastructure that WE’RE going to have to restore and clean (adding to that big, fat pile of debt that I’m getting and you’re not).
Thanks.
Now, if you have an APT example – say, a more apples-to-apples comparison rather than the “I’m a and I’m mad as hell that my boy didn’t get to do the same dirty things that from got to do” you’ve got going with this particular point – then I’ll be more than happy to help you further understand the process.
And finally:
* The problem with billboards is that there’s so many of them all blaring the same boring things everyone sees all the damned time when driving down that Highway to Hell.
The digital versions only do it brighter and faster. Nothing else, sadly, changes.
But yes, I will run along. Enough time’s been wasted here, and it’s clear that you’re content indulging in your self-centered solution. I hope it works out for you, because you’re not doing anything to help the rest of us. Just adding more work to an impossibly large pile.
(Then again, I guess that’s not a concern when applying a self-centered approach, is it.)
Thanks for the time, madam. Enjoy your LiveJournal. No more replies = no more participation.
– P
Mack:
He’s busy “filing complaints” which as we all know carry the weight of Forrest Gump’s feather.
Last I recall, even Forrest Gump knew the value of honest effort.
Food for thought. 😉
Actually, go ahead and take the last words if you want. It’s clear you prefer a certain kind of discourse – one that involves more agreein’ with each other and less personal introspection.
Ah, the older generations. Such quaint and interesting communications requirements. But I guess we won’t be discussing that, or anything contrary to your personal viewpoint, today or any other day, will we.
Careful, miss, lest you become what you profess to hate… but I’m afraid that may have already happened a long, long time ago.
My sincere and most humble apologies for having intruded on your little rant. Please – continue.
Ah, the sureness of youth. I remember it, and I too was probably a little indulgent of my need to act/sound morally and ethically superior. But see, cupcake, we didn’t have the means to do it from afar. We were old school, which meant actually getting up in someone’s face to do it. Sometimes, we payed a price.
You have a nice writing style, but the diplomatic skills of Idi Amin. (Use the Google, puddin-pie) If you think blogs like this one don’t move the ball forward, you clearly haven’t been paying attention. Put down your copy of Atlas Shrugged and join our little internet whining party! Beale and I might even take the time to show you how to better enlist people in your particular nonpartisan cause. We’re forgiving sorts.
In order:
* Welcome to the 21st century, and thank you very much for continuing to propagate the derisive term “cupcake”! I’m trying to start a thing with that and “anonytard”. Your help’s greatly appreciated in that regard.
But anyway. The 21st century.
Now, we DO have the means to organize and effect change from “afar”. I think the demonstrators at Tahrir quite aptly demonstrated a mere fraction of that 21st century potential, don’t you? (That’s just the best example; if you require more you need only ask. Oh, and it’s “paid”, by the by.)
* Points for the Butcher of Uganda reference! I usually get Mussolini because of the distinctly Italian surname and unimaginative folks. Good thing I knew my military dictator history, though, since you gave an incomplete name. (His accepted full name is “Idi Amin Dada”, but as is common in that neck of the woods, is also known by many other names. I guess you just knew the Wikipedia version. But hey, that’s still something.)
I know what these blogs do. Well, when they’re done right. You know, actually purchasing some stand-alone space, posting real news articles instead of just one whiny, emo LJ entry after another, facts and documents in place of pseudoanalysis and opinion posited as fact. THOSE blogs actually do make a difference.
Why?
No whiny butthurt. No partisan noise. Just, as Joe Friday liked to say, the facts.
Or we can keep doing this. Just a bunch of bitching, whining, moaning, poor attempts at sarcastic one-upsmanship, and hit every talking point one can until the cows come home, just like we’ve been doing as a global civilization since around the times of the Romans. (Or Greeks, depending on your philosophies concerning the genesis of government.)
How’s that worked out so far, by the way?
I don’t need your forgiveness. I need your head out of your ass long enough to make a few pragmatic efforts so that my generation can get the amount of breathing room we’re going to need in order to formulate the plan that’s going to keep humanity moving forward despite the nonsense left by your generation and the ones preceding it. So if I can trade the former for the latter, that’d be great.
Of course, history seems to tell me that won’t happen. Maybe you can prove me wrong.
– P
(Rand sucks. I’m an “Art of War” kind of guy. You’re an alpha male, right? Read it?)
Ohh, ick. There’s a stench of Concern all up in the comments.
I think this same guy stopped by my blog when I wrote a post about having my office burgled. That one told me I was a bad person for the way I handled it, also.
Nope, sorry. All of my comments are signed with my real name, and my first visit to your slice of WordPress was just now. I have definitely never been there. Nor do I excuse criminal activity by attacking the victim, unless said activity was visited upon said victim because of criminal activity on the victim’s part (say, a crack dealer getting robbed for his crack).
Happy to clear that up for you. Sorry to hear you got burgled. Unless you were dealing crack or something. (I don’t know the particulars – can’t find the posting you reference.)
– P
Older blog.
I was more referring to the concern trolly style; I would be kinda surprised if it was actually the same guy.
Ah. No, I’m one of the ones that leaves a real name and valid contact, just in case anyone takes umbrage to anything I say and wants someone to hold accountable.
Are you implying I am not actually a zombie, sir?
Depends. Between the two, what would you choose to eat – a crusty, years-old gym sock, or Pam Geller’s brain?
In order:
Thanks for the welcome, though a little ironic that it was one of the preceding generations that made sure this century was wired from the jump. I’m afraid you are not pioneering the etymological landscape by attempting to propagate the word ‘cupcake.” It IS in fact derisive, and when used as you did, more than a little misogynistic. But you knew that, what with your access to Wikipedia and all.
Yes yes, wonderful change. Of course F/B and other electronic media gave the Arab Spring an important if not critical assist…but lets not forget the lowly fruit vendor that doused himself with petrol and set himself ablaze. NOW THATS GETTING SOMETHING DONE!
Points for the Dragnet reference! Though, reading your diatribes about how to best effect real change, I was expecting something more along the lines of, git er done!
Lumping Pericles and Alexander’s philosophies of governing as the genesis of government was for what purpose?
Of course you don’t need my forgiveness, young man. i was merely doing what it is I do as i go about changing the world. Upon encountering a stranger, I reach into my bag of warm fuzzies, and present it as a gift, with no expectations. Think of it as your invisible cloak which protects you from meanies.
Looking forward to reading your ideas on how to curb global warming, reverse erosion of our topsoil, and provide potable water for the next generation to use.
Yes, I can do this all day. It’s cathartic when I am prevented from doing real work due to rain. I’ll save the planet on a sunny day!
In order:
* Great.
* No, that’s just setting yourself on fire. (Which has been done.) The fruit vendor in question, though, performed this act in Tunisia. Which isn’t Egypt. So it doesn’t come into play when talking about the Tahrir revolution. (I know, I know, it’s a lot more romantic to associate the two events, but the fact remains that they were two completely separate incidents and that the Flaming Fruit Vendor of Tunisia did not accomplish one blessed thing in Egypt. But please – feel free to disprove it.)
Without the organizational skills and determination of my generation, yours wouldn’t have even come close to having a revolution. Decry it all you want, but it’s the tech and us whippersnappers’ know-how that got the job done.
…did you need other examples to pick apart, perhaps? Or maybe, I don’t know, give the devils their due? That’d be pretty neat for a change. (Do you guys still say that? “Neat”?)
* Yeah, certain people expect me to say/do all kinds of crazy stuff. Most people don’t, but certain people, for some odd reason, do. (It was just a Dragnet reference. Geez. Hardly point-worthy. More point-worthy would’ve been something along the lines of an “It Takes a Thief” reference. Hardly as obscure as the Butcher of Uganda.)
* That’s for me to know and for you to, hopefully, consider.
* Someone’s been watching/reading way too much Rowling.
And finally:
* All ya had to do was ask, though they ARE rather lengthy suggestions. Shall I just post it here, your place or email?
Looking forward to it.
– P
No offense to anyone, but Mr. Paone is right, it does help to file complaints with the FCC, the FTC and the BBB. Getting documented complaints on record with the authorities does add up, although it doesn’t seem to do any good immediately. The other thing I like to do is track down the CEO, President or someone that is toward the top of the food chain at the company and get their e-mail address and send them a direct e-mail. Shockingly you can usually find these guys email addresses if you dig enough on one of the company websites. That usually ruffles enough feathers to get you some halfway decent customer service.
I also had a horrific experience with AT&T getting my stand alone internet service installed when I moved from one state to another – it took literally a week and three trucks to get one dry loop installed. Then when I got my first bill they had given me totally incorrect information about the cost. So, that lead to about 3 months of fighting with them over billing, in the 3rd month I talked to a young man who says he can fix the problem for me by adding a home phone line and in the process takes me out of service for a week. Then 6 months later that billing went up significantly, so he gave me a promo without telling me it was a promo. All in all I fought with them for a year.
The bottom line is that they do not train their staff to provide thoughtful customer service; they train their staff to do only what is best for the company. They also do not empower the people on the front line to be able to resolve even the most minor of problems, so you are forced to escalate your issue(s) if you want them resolved to your satisfaction. It is a scam that they are perpetrating on the consumer when they have totally separate customer service group called “the office of the president” (which nearly all large corporations like AT&T and Directv etc. do now) and these people are the only ones that are empowered to really assist you adequately. The others are just there to add services to your account, tell you your balance or sell you hardware. We must demand more and every time we are not provided adequate service or not given what we are told we are promised file legal complaints in order make sure they know we are serious about not being taken advantage of.