I'm posting a copy of an email that I sent to ATTWS today, summarizing
my nightmarish experiences with its customer support personnel last
evening.  I apologize for the length, but I hope you everybody can
take a few minutes to read it.  I cannot believe the inept, rude,
arrogant (I could go on forever) people working in the customer
support department:

I am writing to advise of appalling experiences with two of your
company's customer support representatives on April 28, 2004.  I urge
you to take the time to read this entire letter, as it details the
shocking and nearly unbelievable account of my conversations with two
of your customer support representatives -- one who was preoccupied
with avoiding work at all costs and one who was supremely focused on
making inflammatory statements and arguing, instead of attempting to
understand and correct AT&T Wireless' mistake.

I initiated contact with customer support because my brother's
wireless phone was assigned a number that belongs to somebody else.
Following is a brief recap of events that led to this situation:

On Monday, April 26, 2004, my brother and I visited an AT&T Wireless
kiosk at South Hills Village Mall in xxxx, Pennsylvania.  My brother
had existing AT&T Wireless service, and he wanted to change his plan
to the Family Sharing Plan and add a phone for me.  The representative
was extremely friendly and helpful.  My brother enrolled in the Family
Sharing Plan and signed a new, two-year contract, and I purchased a
new phone (Samsung SGH X426).  My brother also purchased a new phone
(Samsung SGH X426) because the representative explained that his
existing phone was not compatible with mine and could not be used in
the Family Sharing Plan in which we planned to enroll.

When we left the kiosk on April 26, 2004, we understood that within 24
hours, my brother's old phone would be deactivated and his existing
phone number (xxx.996.xxxx) would be migrated to his new phone.  My
new phone was also supposed to be activated within 24 hours.

On Tuesday, April 27, 2004, my service was activated and my phone was
functioning as expected.  However, we discovered that my brother now
had two active phones.  His old phone was still active (xxx.996.xxxx),
and the new phone was also active (xxx.956.xxxx).

Because there was only a one digit difference between the old number
and the new, incorrect number, I assumed that somebody at AT&T
Wireless had made an error when entering the number and scheduling it
for migration.  As such, on April 28, 2004 at approximately 9:00 p.m.,
I telephoned AT&T Wireless Digital (TDMA) Customer Care (800.888.7600)
on behalf of my brother.  After several annoying attempts to navigate
through the automated system, I was finally connected to a customer
service representative.  Unfortunately, I neglected to make a note of
his name.

I advised this representative of the situation, and he insisted
repeatedly that I was incorrect in my assertion that my brother's new
phone had been assigned the number of xxx.956.xxx.  Despite my
numerous assurances that I was certain this was the case, he continued
to insist that I was incorrect.  He did not seem to be interested in
helping to resolve the matter; he simply wanted to convince me that I
was wrong in my belief that the new phone had been assigned the number
of xxx.956.xxxx.

I explained again and again that I used the My Own Number feature on
the phone, and xxx.956.xxxx displayed.  I also told him that my
brother called me from the phone, and xxx.956.xxxx displayed on my
caller ID.  In addition, I explained that I dialed xxx.956.xxxx from
another phone, and my brother's new phone rang.

Despite these irrefutable details, he continued to insist that I was
wrong, saying "That's impossible, ma'am.  That number belongs to
somebody else.  It belongs to somebody named Upchurch."  Then, he
commanded me to "double-check" and "triple-check" the number, and
still he was not satisfied.  Next, he ordered me to dial xxx.956.xxxx
from another phone.  I obliged, even though I had already done this,
and my brother's new phone rang.

Then, failing to convince me that the problem was a non-existent
product of my imagination, the customer support representative simply
stated that I would have to return to the AT&T Wireless kiosk where
the phone was purchased.  He said that he could not resolve the
problem because it was a new service.  When I tried to explain for the
fifth time that it was not a new service; rather, it was a change to
the plan of an existing service, he said, "Ma'am, perhaps I gave you
the impression that this is negotiable."

That statement is inexcusable.  No customer support representative
from any company should be permitted to make such remarks to
customers.  I asked to be transferred to his supervisor, and he
responded, "Ma'am, this is not a supervisor issue" and refused to
honor my request.  I continued to insist that he transfer me to a
supervisor or somebody who may be more interested in helping, and he
continued to repeat, "Ma'am, this is not a supervisor issue."  After
several requests, he finally relented and advised that he would put me
on hold and "check back every three to four minutes."

During this long delay, I telephoned the representative at the kiosk
where we purchased the phone.  He advised that the mistake was on AT&T
Wireless' end, and there was no reason that they should not be able to
correct it.  This was just as I had suspected, especially in light of
the fact that the number assigned to the new phone already belonged to
somebody else.  Also, I wonder what Mr. Upchurch would think about one
of your representatives freely and unnecessarily giving me his last
name and indicating that xxx.956.xxxx is his wireless phone number.

Finally, I was transferred to a resolution specialist named Linda.
Linda forced me to repeat my story at least 30 times.  That is not an
exaggerated figure, and may actually be a low estimate.  Each time,
she would respond, "I don't understand" or "I still don't understand."
Then, she started berating me and blaming me for the fact that she
was unable to comprehend my explanation.  She said, "You INSIST on
using the word migration, and that's just wrong!"  I explained that I
am not familiar with the AT&T Wireless processes, and in an effort to
clearly explain my situation, I was simply repeating word-for-word the
process that the representative at the kiosk had described two days
earlier.

Then, I tried removing the word "migrate" from my explanation and
explained that the old phone was supposed to be deactivated and its
phone number assigned to the new phone.  I am a professional
communicator, so I have a difficult time believing that Linda could
not comprehend that explanation.  And, if indeed she truly could not,
AT&T Wireless would be well-advised to reconsider its decision to
employ her in the capacity of a resolution specialist.

I became more and more frustrated as Linda continued to insist that
she did not understand what I was telling her.  Then, instead of
making any attempt to resolve the problem, she resorted to baiting
behavior in order start arguments.  Rising to the bait and raising my
voice drew a threat from her – "Ma'am, don't yell at me, or I'll place
you on hold!"  I was trying to remain calm, but I had now been on the
phone for approximately 45 minutes, and I had been repeating the story
over and over and over, each time trying to state it in terms that
Linda could understand.

When I tried to tell her that it seemed to be a matter of a data entry
mistake, she nastily asked, "Who typed the wrong number?" – a
completely inappropriate and senseless question.  Then, she kept
asking if it was a new service and accused me of not answering her
questions, even though I answered each time.

Her ridiculous questions, her absolute inability to comprehend even
the tiniest detail of what I was saying, and her nasty and accusatory
attitude were very frustrating.  After about the thirtieth time that
she rudely said she didn't understand, I asked if she could transfer
me to somebody else.  Expecting to be transferred to somebody else
after Linda could not understand anything I was saying for 45 minutes
seems to me to be perfectly reasonable.

Linda said that I would "just have to hang up and call back if [I]
want to talk to somebody else."  Because I had already spent a good
portion of my evening attempting to correct AT&T Wireless' mistake, I
was unwilling to have to call back and navigate through the automated
system again.  I asked Linda why she could not transfer me, and her
response was, "That's not our policy."  I asked for clarification, and
she explained, "It's not our policy to transfer to somebody else."

Is this true?  Does AT&T Wireless prevent customer support
representatives from transferring calls to somebody who may be better
to understand a problem or may be more willing to lend assistance?  If
so, why did the first representative transfer me to Linda?

Unfortunately, I became frustrated because I could not get any
assistance and could not even find an AT&T Wireless representative
willing to entertain the thought of helping me or, at the very least,
extending me some common courtesy.  The ridiculous behavior of your
representatives forced me to tears, and I eventually called Linda an
unflattering name and ended the call.  Then, I redialed and was
connected with a customer support representative named Kat.  Kat was
extremely friendly and willing to help.

I explained my problem one time, and she immediately understood and
took action to correct AT&T Wireless' mistake.  She also transferred
me to Jennifer, who was equally kind and helpful.

I understand that my brother must wait up to 48 hours for the change
to take effect.  As of this morning, his phone displayed the following
message:  SIM Card Update Fails:  2.  Hopefully, the migration will
occur within the 48-hour time period.

It is also my hope that the first invoice we receive since changing
plans and adding a phone will not contain errors (i.e., (1) will not
bill us for the days that my brother's phone was assigned Mr.
Upchurch's phone number and (2) will bill us under the Family Sharing
Plan).  If the invoice is incorrect, I will advise Mr. Upchurch and
any appropriate authorities of AT&T Wireless' double-billing error.

I plan to never contact AT&T Wireless customer support again for any
reason.  It is going to be a long two years, but rest assured, my
brother, my mother, and I will change providers as soon as our
contracts with AT&T Wireless expire.  In addition, I will share this
letter and additional details of my conversations with your
poorly-trained, apathetic, and inexcusably rude representatives with
anybody evaluating wireless provider options.

It is unfortunate that AT&T Wireless does not record these customer
support interactions.  Perhaps that would inspire your employees to at
least feign interest in providing customer support, rather than try to
avoid work by instinctively placing responsibility on the AT&T
Wireless store representative without extending any effort to
understand the problem.

It is my hope that you will review the call records in my file and
take appropriate action against the unnamed, male support
representative with whom I spoke at approximately 9:00 p.m. on April
28, 2004, as well as against Linda, the resolution specialist to whom
I was transferred at approximately 9:15 p.m. on April 28, 2004.

Kat and Jennifer should be commended for their willingness to accept
responsibility and go out of their way to perform their job tasks with
kindness and respect.  It is a shame that AT&T Wireless does not train
all of its representatives in the basics of common courtesy.