That’s all customers like you want when they call a company. They want someone to talk to them.
But corporations don’t always talk back. Last week, I mentioned the second-generation form letters many consumers were getting. Turns out there’s a little more to the story.
For the better part of the last decade, large companies have scripted many of their most common call-center responses. What does that mean? Well basically, when you contact a company with a question, the agent can type in the issue into their computer and receive a “scripted” response that will answer the question. Then they read it back to you. Read more “Are you being fed a line? 5 secrets for breaking through the script”
Question: I need your help with Sprint’s buyback program, which lets you receive credit for your old cell phone. I recently had to cancel my Sprint account because I moved to an area where I didn’t get service.
When I canceled the contract, I agreed to pay a cancellation fee, but the rep on the phone said I could go through Sprint’s buyback program and receive a $177 credit for my phone directly on my account.
But when I went into a Sprint store to return it, a representative told me I had to mail it back for the credit to go to my account. I went to Sprint’s website and did an online chat, and I was told the credit would not go onto my account, but I would have a check written to me. Read more “Did Sprint break its “buyback” promise?”
The trouble started when Tom King’s cellphone died on his way to a job interview last year. He saw a public phone at Washington’s Bainbridge Island Ferry and was relieved when a sticker reassured him that he could make a four-minute call for $1, he says.
That didn’t turn out to be entirely accurate. King made four one-minute calls using his credit card, for which he expected to pay $4. But a few days later, he discovered that he’d been charged $14.98 for each connection, for a total of nearly $60. “I was shocked,” he says. Read more “New law aims to short-circuit public phone overcharges”
Question: My daughter and I have been experiencing problems with our T-Mobile service, and we need your help. I’ve made multiple calls to T-Mobile and received the exact same responses: “You’re not the first person to call about this problem, and a ticket has already been opened,” and, “Remove the battery and SIM card and put them back in.”
I saw one of your recent columns, and I took your advice and sent a very long email requesting that my accounts be canceled, without penalty. After a month, I received a generic letter stating T-Mobile “can’t guarantee service in all areas.”
Question: I need your immediate assistance. Tonight at 5 p.m. Comcast disconnected my phone service without a verbal or written warning. When I asked Comcast agents why this transpired, none could provide me with a valid answer or fix it. Read more “Help! My phone’s been disconnected!”