OK here is my letter to Cingular in its entirety, explaining my problem with the bastards:
February 1, 2005
Cingular Wireless
Attn: Office of the President
P.O. Box 755
A****er, CA 95301
Re: Unacceptable Wireless Voice Mail Service
Unacceptable Call Center Customer Service
Cingular Wireless Number: 323-XXX-XXXX
Dear Sir or Madam:
I am writing this letter to discuss a major problem I have had in the last week with your phone service as well as your call center’s insulting “non-resolution” this afternoon of the phone service issue.
I noticed in the last week or two that I was not receiving voice messages until hours or days after the message had been left. At first, I called the call center (using 611 on my phone) thinking that my phone itself was faulty. However, later in the week I realized that it was not my phone that was the problem, as your system consistently did not register my voice mail for hours or days after it had been left. For instance, when a voice message was left on Thursday afternoon, the system did not give me the message until Friday morning, even though I had called into the voice mail system on Thursday evening.
As this problem was losing business, I called again last week to resolve the issue. The call center informed me at that time that many people were having similar issues due to the network merge in Southern California with AT&T. She even mentioned that I “was lucky to be getting the messages at all”, but assured me that problems would be fixed within 24 hours. Her assurance proved to be false as I had more phone messages over the weekend which were not received until hours after they had been left (even though I had checked voice mail after the messages were initially recorded). I tried calling again on Sunday, but your customer service center was closed.
I spoke to other friends that use Cingular Wireless over the past few days and they reported having similar problems with their voice mail.
This afternoon I called a fourth time to your call center to report this issue and figure out a solution to this problem. The woman who I initially spoke to was friendly over the phone, but the only form of compensation she could offer me was extra minutes on my phone. Such compensation is useless since I have thousands of saved minutes already on my phone. I informed her that I would not pay $100 per month for a phone service that was unreliable to this level, but she could not offer any sort of reimbursement on my bill or assurance that any problems with the AT&T network merger were being fixed. I asked to be transferred to her supervisor.
I was then transferred to J. Wunker, who is the manager of the call service center. I do not know how this woman became a manager of a customer service center, but she quite obviously did not care about keeping me as a customer for Cingular Wireless. When I explained the problem I was having and asked about having the voice mail problem looked at and/or about offering a week of phone service reimbursement for problems I had been having, she flatly refused. Then, Ms. Wunker attempted to defuse the problem by arguing with me that my name is not the name on the account, and that I would have to waste my time going into a Cingular Store to show a picture ID and put my name on the account.
Keep in mind that my name is the only name on the account. The account is under my social security number, driver’s license and credit information. Bills are sent to my name at my address. I verified with Ms. Wunker my driver’s license and social security number but she refused to recognize that I am the account holder. She said she “cannot change the name on the account” and that to get any information about the account, I would have to again waste my time going into a Cingular Wireless store. I hung up on Ms. Wunker in confusion over the name recognition issue and frustration with her complete unwillingness to show any kind of good faith attempt to keep me as a Cingular customer.
When I called back a fifth time to get this address and Ms. Wunker’s name, I was told that my name was indeed on the account. This leads me to believe that Ms. Wunker argued with me about some “other name” being on the account in order to dismiss me from the phone center. She simply did not want to deal with the problem I was having, and tried to get me into a Cingular Wireless store to let them deal with the problem instead of her.
A customer service call center manager/supervisor that does not want to deal with customer problems is completely shocking and insulting. I was pleasant over the phone regarding this issue until Ms. Wunker came up with some “different name on the account” problem so as to get me off the phone.
I would like to be contacted immediately to see what actions your company would like to take to keep me as a customer. One would hope that you would not only like to keep me as a customer, but not have me complain to my family, friends and colleagues about the abysmal phone and customer service provided by Cingular Wireless.
Very truly yours,
Joseph M. Levy, Esq.
(I'm not sure why the intentations are off with the paragraph when this posts on LoT, but obviously it was sent in the correct letter format. I also find it funny that the name of the city was censored, lololol.... At-water....
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(Oopsie on that last part of the letter -- lol
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