This is a verbatim of the tail end of an endless day of trying to get accurate information about what is included in my AT&T wireless plan and how much it costs. Garry was afraid I was going to have a stroke and die. The telephone was horrible and we returned it, another long and tedious tale.
I had gotten emails from them with a variety of wrong plans for phone numbers that were never ours, or which were disconnected years ago — for long discarded telephones. Every email had incorrect prices. I had gone beyond frustration to frothing-at-the-mouth rage.
Agent : I see, thank you for all the information, Marilyn.
Me : And in return, I get what?
Agent : I have checked all my resources here, and the email that was sent to you contains the updated information of your new plan and the device that you have purchased.
Me : I do not want one of your generated documents. I want a real document. A simple typed email will do nicely, one that details the account and purchase information. Accurately. Without any wrong numbers. All you sent was a link to the online information which has no details. I want an actual document. Do you understand?
Agent : Yes we do understand.
Me : After all you have put me through, someone can sit down, and type out the information into an email, sign it with a real name and a return address, and email it to me.
Not links. Data. Accurate data. Correct numbers. The right account, the right plan, the right phone.
Agent : As much as we would want to send a typed email to you, we don’t have the record, because as what we have here on our end, we can only see the last order that you made and that is the Nokia Lumia.
Me : I WANT THE PLAN DETAILS. THE PLAN.
THE PLAN. YOU KNOW, THE PLAN? Not the phone. The plan. P – L – A – N. I changed the plan today. Surely you can see that?
Agent : Your current plan right now on line XXX-XXX-XXXX is the Mobile Share Value Plan 300MB for $20, Mobile Share Value iPhone w/Visual Voicemail $25 a total of $45/month before taxes.
That will be your monthly recurring charges,Marilyn.
Me : That isn’t our phone number.
Agent : Oops! Sorry …
Me : And this includes texting? Because it doesn’t SAY so.
Agent : Your line is XXX-XXX-XXXX and your current plan is Mobile Share Value Plan 300MB for $20/monthly before taxes.
Me : $20?
Agent : This Mobile Share Value Plan 300MB includes unlimited text,unlimited international text from U.S to over 120 countries, unlimited talk, sharable data of 300MB, mobile hotspot feature.
Me : And the $45? If the plan is $20 … what is the other $25?
Agent : Sorry again, my mistake.
That is Mobile Share Value Plan 300MB for $20 and Access fee charge for the device for $25, a total of $45/monthly before taxes.
That is now the accurate plan details,Marilyn.
Me : Can I get a transcript of this call for MY records please?
Agent : Yes, Marilyn. You may.
Me : Thank you. I am so tired. You guys are trying to kill me.
Agent : So that you may use this as the basis for the plan change that you made today. We sincerely apologize, Marilyn.
Me : Shall I bill AT&T for 9 hours I can never get back?
Agent : Thank you for patiently understanding what we have discussed on this chat. We are really sorry, Marilyn.
Me : Yeah. I bet you are.
Agent : We really appreciate your time, Marilyn.
Me : Okay. Enough. I need to make dinner and take a few blood pressure medications before I explode.
Agent : Thank you so much for your time.
Me : Right.
Agent : Thank you and have a wonderful dinner, Marilyn.
We eventually wound up with a Samsung Galaxy Alpha because it has the best audio of any mobile phone AT&T had available. Also the loudest. I still hate cell phones, but at least we have one that works as opposed to paying for a phone, but not being able to use it (iPhones are overrated).