Originally Posted by mersk862

I figure the last time I called in over a major issue, I was pleased with the resolution once I was able to get to a supervisor that understood that they messed up and took care of the issue, plus gave a goodwill credit unprompted.

My biggest issue today is when I can rattle off multiple incidents of poor customer service all related to the same exact problem and they won't acknowledge it as poor customer service (yes, this was a supervisor) - let alone me having to come out and say "I think it would be appropriate to receive a goodwill credit for all the times your company has messed this up) - not to mention refusing to acknowledge the original problem

I've drafted a letter to snail mail to AT&T customer service (doesn't look like they have an email address), which it looks like can have better results than dealing with the 800 number.

Truth of the matter, it just irks me that I need to babysit a mega-company because their employees can't properly process paperwork that I've submitted 10 times and keep receiving assurances (from corporate reps that come to our office, from the stores, from the 800 number) that (a) I've given them all they need and (b) I can't be trusted with the magical fax number they send it to, so they won't let me know what it is