I heart Brian
Mar. 31st, 2006 01:12 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
badstarSo I called Cingular again hoping I would get to talk to someone with a little more brains about the inordinate text messaging charges.
I got this guy Brian on the line. Brian was friendly and polite and helpful and everything I could ever hope for in a customer service person. I was on the line with him for 35 minutes. He talked to people, trying to get these incoming phantom messages traced. The tech people were unable to do it. He looked over the bill a zillion times. He said that it was *possible* that someone could be sending these messages like the last person said...but agreed that it was more likely an outlandish cop-out on the part of the last person.
He said that if a resolution could not be reached and I kept recieving messages like this, apparently directed towards my phone number and not an AIM screen name, I would be eligible to have my number chaged without a service charge. We're gonna keep that to the dead-last resort though.
He said he couldn't find anyhting to substantiate that these messages were coming directly to my number and wasn't sure how the other person was able to determine this, but that it was very possible. He also told me that it's possible to block certain TYPES of messages as opposed to call incoming messages.
I also let him know that I had signed myself off of IM for a 24-hour period and docmented that time...I'll probably do so for at least another few days during the month. If I get the next bill and there are incoming messages during that time, it'll be a pretty good indication for sure that it's not directed to my AIM account. Brian agreed that this was a good idea. If that continued after that, and barring any possible billing errors, *then* I would look at changing my phone number.
He also offered to open a billing inquiry. I didn't have to ask him to do so, he offered. Yay! I shold hear back on that early next week, I have a reference number and all that otehr fun nonsense.
So...not everyone at Cingular sucks. I told Brian before he hung up that he was twelve kinds of wonderful and that he should tell his boss I said he could take the next week off paid.
I got this guy Brian on the line. Brian was friendly and polite and helpful and everything I could ever hope for in a customer service person. I was on the line with him for 35 minutes. He talked to people, trying to get these incoming phantom messages traced. The tech people were unable to do it. He looked over the bill a zillion times. He said that it was *possible* that someone could be sending these messages like the last person said...but agreed that it was more likely an outlandish cop-out on the part of the last person.
He said that if a resolution could not be reached and I kept recieving messages like this, apparently directed towards my phone number and not an AIM screen name, I would be eligible to have my number chaged without a service charge. We're gonna keep that to the dead-last resort though.
He said he couldn't find anyhting to substantiate that these messages were coming directly to my number and wasn't sure how the other person was able to determine this, but that it was very possible. He also told me that it's possible to block certain TYPES of messages as opposed to call incoming messages.
I also let him know that I had signed myself off of IM for a 24-hour period and docmented that time...I'll probably do so for at least another few days during the month. If I get the next bill and there are incoming messages during that time, it'll be a pretty good indication for sure that it's not directed to my AIM account. Brian agreed that this was a good idea. If that continued after that, and barring any possible billing errors, *then* I would look at changing my phone number.
He also offered to open a billing inquiry. I didn't have to ask him to do so, he offered. Yay! I shold hear back on that early next week, I have a reference number and all that otehr fun nonsense.
So...not everyone at Cingular sucks. I told Brian before he hung up that he was twelve kinds of wonderful and that he should tell his boss I said he could take the next week off paid.
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no subject
Date: 2006-03-31 07:38 pm (UTC)no subject
Date: 2006-03-31 07:42 pm (UTC)no subject
Date: 2006-03-31 07:57 pm (UTC)and for speaking to the supervisor...i honestly didn't think of that- i am so used to the way things work where i work where if an agent does a real bang-up job, the custoemr is supposed to write, or call back and file a compliment with another agent...but i was going to send an email or somethign to cingular aobut it, cause brian just rocked.
oh...and how the hell are you doing? i haven't talked to you in what...3 years???