On March 11, I wrote a very upset blog posting about an AT&T error which resulted in my being over-billed hundreds of dollars.A reader, Jason Yeung, suggested I write AT&T President Randall Stephenson, and was even kind enough to supply several email addresses for Mr. Stephenson, and his telephone number. So I did.
Two days later, March 13, one Janee Jackson, a customer service specialist from the AT&T Office of the President, contacted me. Apparently Mr. Stephenson has his own cadre of customer service reps who can solve problems that the regular ones can’t. In any case, within days Ms. Jackson had agreed to reverse the charges. Then the wait began, as the cumbersome process of obtaining the refund check began. First Janee had to wait until April 10th before submitting the check request (a minimum of 33 days after the last payment). On April 15th, I was told that a refund check had been cut, but that it would take two to three weeks to be sent.
Today, I opened this letter to find a bill that showed that all the charges had been reversed.
Now all that remains is for the check to finally wend its way here to Canada. Perhaps it’s travelling by donkey train. In any case, I’m happy to be receiving it.
Moral of the story? If you find yourself in need of extraordinary customer service, the best thing to do is to contact the Office of the President. Details here.
Alec Saunders is the Vice President of Developer Relations for BlackBerry make Research in Motion. This is his personal blog, with his personal viewpoints. Prior to this Alec was the CEO and co-founder of Calliflower — the easiest way to hold a meeting, online, on a conference call, or on the go. A double-decade veteran of product management and marketing, he spent nine years at Microsoft where he helped launch Windows 95, the first two versions of Internet Explorer, the Universal Plug and Play initiative, the push into home markets, opt-in email marketing and what might well go down in history as the very first direct email list ever.
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Yes – this worked for my husband too! He not only got the charges reversed, but also received a letter that he can then send to the credit agencies. BUT it took OVER 2 years to resolve and only when we went to the CEO. Sigh.