Quote of the Day: “Discontent is the first necessity of progress.” —Thomas Edison
Before TB shares a laugh with you inspired by the absurdity of a customer service call involving a ten-year customer of a certain cell phone provider we’ll call AT&T, I want to indulge in a brief rant. I’m not a class action lawyer so I don’t have a financial interest in this at all. But “the people” are under a constant barrage from the big business rulers of the Chamber of Commerce that class actions are frivolous and exist only to enrich scumbag trial lawyers, and it really pisses me off that “the people” so willingly buy into this load of bs when they are subjected, like me, to the daily abuses of Goliathian companies and complain about them and wonder why nobody does anything about them. Let me tell you here and now, when a company screws you out of five bucks or even five hundred there ain’t a damn thing you can do about it unless the class action laws developed over the last century and torn down over the last decade are available to you, along with a lawyer who has the wherewithal to take on the giants. So the next time there is a five dollar overcharge on your cell phone bill or the cable company says they didn’t receive your bank draft out of the blue or the credit card company says they are jacking up your rate because you were a day late on your phone bill, remember it the next time you get a “frivolous lawsuit” email or hear a Congressman talking about the abuses the big corporations endure at the hands of “the trial lawyers.” And ps, that credit card bill Obama got through was fine, but it won’t do much until they add in language letting the trial lawyers take the giants down to size by meeting them in a courtroom and even more until Congress rewrites the Federal Arbitration Act to prohibit the companies from taking away your constitutional right to a trial by jury which it was never intended to do in the first place but which activist conservative judges liberally interpreted the law to do.
Ok, I feel better now.
In August, I posted a recap of a customer service conversation involving this same company and its linked here. You might want to check it out to amplify your enjoyment of what follows. Anyway, here’s what pissed me off/cracked me up today–and I was only a witness to this conversation.
Customer–Hello?
Customer Service–Hello, thank you for calling AT&T.
Customer–Yes, I received a letter…
Customer Service–No one is available to take your call right now, but if you will hold we will get to you as soon as possible.
Customer–(twiddling thumbs)
Customer–(adjusting radio)
Customer–(finishing War and Peace)
Customer–(celebrating birthday)
Customer–(staring resolutely)
Customer Service–Thank you for holding, may I help you?
Customer–Yes, I received a letter that my account is overdue, but I have automatic payment on my credit card. I don’t want you to charge me a late fee.
Customer Service–Yes ma’am we tried to call you on June 5 about that. The late fee was applied June 6.
Customer–I got a call from an unknown number and no message about a forthcoming late fee. I don’t answer unknown numbers. In the past you have always sent emails or text messages about my account. How am I supposed to know there is a problem if you don’t communicate it to me?
Customer Service–(defensively) Who said anything about text messages?
Customer–I just don’t know why my own phone company would call and block their name and then fail to email or text me.
Customer Service–According to my records ma’am, we did not email or text you.
Customer–Yes, I know. Ok, forget that, why is there a problem with my draft?
Customer Service–Are the last four digits of your credit card 1-2-3-4?
Customer–No.
Customer Service–Well, that must be the problem.
Customer–How did that number get on my account?
Customer Service–Did you put it there?
Customer--If I put it there I wouldn’t have to ask how it got there, would I? This is the company’s mistake and I’m a little concerned about it.
Customer Service–Are the last four numbers of your credit card 1-2-3-4?
Customer–No. As I said, if your records show anything different, the change was made by someone there, not by me. Look, I’ve been a customer forever and I’ve been using the auto pay for a long time with no problem. If something messed up this time, I am not responsible for a late fee.
Customer Service–Ma’am according to my records you’ve only been an AT&T customer for (slight pause while she obviously looked down at her screen and off her script) … ten years.
Customer–That’s right, a decade. And I’ve never had a problem with my credit card.
Customer Service–Are the last four digits of your credit card 1-2-3-4?
Customer–I’ll just update my account online and deal with the late fee that way. I’m not paying a late fee.
Customer Service–Thank you for calling AT&T customer service and for using AT&T. Is there any other way I can assist you?
Customer–(Blank Stare)
Customer Service–Have a GREAT day customer.