my lastest online chat with the new Ma Bell:
Thank you for contacting AT&T Internet Services, my name is Robert Goodman. One moment while I review your information.
Robert Goodman: Hi J G. I see that you have issues with the advertisements. Is this correct?
j g: yes. grave issues.
j g: if they don't get turned off i will probably end my relationship with att. i spend hundreds per month on att services. i doubt they will make that up in the ads.
Robert Goodman: I'm sorry for the inconvenience this has caused you.
j g: i have been with att for years.
j g: the idiots in the corp suite should apologize. not you.
j g: i pay for email.
j g: they do not have a right to mess with my paid for mail page which is cusomized.
j g: they are breaking a long standing contract with me.
j g: my email is not free.
j g: if it were, i would not complain.
j g: lower my rates if you are going to keep the ads, or get rid of them. period.
j g: this is breach of contract.
j g: hands down.
j g: and at my expense.
j g: i smell a class action lawsuit.
j g: wonder how many ads it takes to pay for that?
j g: please copy and send up the food chain in your office.
j g: trust me, i will be doing the same.
j g: so, can you solve this problem? or there is no solution?
j g: are you consulting with someone? or ignoring the question?
Robert Goodman: We appreciate your feedback; it is valuable to us in improving our performance. AT&T Yahoo! considers Member feedback important and we have established a web-page exclusively designed to receive your valuable feedback. Please submit your feedback to helpme.att.net.
j g: hilarious.
j g: so, you can or cannot turn off the ads?
Robert Goodman: I'm so sorry but we can not turn off the advertisements.
j g: so this means the company will not turn off the ads then, is this correct?
Robert Goodman: As of now, that's the way it is. We have been receiving numerous feedbacks eversince. Let's see what management will do.
j g: so if management does not turn off the ads, i am free to take action by leaving att as a client/customer or file a claim, is this correct?
j g: in other words, there is no alternative for a customer.
Robert Goodman: Yes.
j g: yes, there is no alternative? yes I can leave or files a claim? or yes to both?
j g: What a shame they put the front line people in the position of answering these questions.
j g: absolutely outrageous managerial behavior.
j g: i can only imagine how many tens of thousands of long time perfectly happy customers are now perfectly pissed of for the decsion to wheedle a few pennies in exchange for destroying the layout and useability of private email pages.
j g: what executive brain was in the body who made that call?
j g: any other options i can consider before we part?
j g: John, you can stop laughing now. Anything else? beside hope, prayer and waiting for another life with email?
j g: Ok, Robert. Are you there Robert?
Robert Goodman: I'm sorry JG. Yes, I'm still here.
j g: want to wager the size of the decision making brain referred to above?
j g: weights or dimensions would both be acceptable.
j g: say, one month free dsl, if i win?
j g: two top shelf drinks for you, if i lose.
Robert Goodman: Sorry, I can't do that.
j g: wager?
Robert Goodman: Yes, JG.
j g: how soon do you think management will make their final decision on the ads.
Robert Goodman: In fairness to management, they have good intentions with the advertisements but as in every project, there can be flaws to it.
j g: sorry, but any internet savvy executive would know the risk they took by invading a formerly private, paid for, customizeable customer space.
j g: they took a huge risk.
j g: and if they did not know that, they have the wrong guy at that desk. trust me.
j g: the volume of complaints alone will tell you that.
j g: i have talked to three different call centers today, and the volume is huge.
j g: this is a very very big deal.
j g: i'd love to know the add clieck through rate since this started.
j g: i would bet money its horrible.
j g: in which case the price paid in customer anger for what they get back must be looking rather obscene at this stage.
j g: either way, we will begin taking a look at revamping all of our business toward other companies. good luck to you.
j g: robert, can you say goodbye now?
Robert Goodman: Your comments are noted. Will there be anything else I can help you with?
j g: not today. thanks. too bad you didn't have any tools to solve my problem.
j g: good bye.
Robert Goodman: Have a nice day and thank you for choosing AT&T Chat Support. |
