Here’s a letter I snail-mailed (with headset enclosed) to Cingular regarding an issue I had with them. They finally did refund my money, but it was a day late and a dollar short.
Dear Cingular Customer Support Representative,
Last month, I purchased two new Sony Ericsson phones, ported over a number from Verizon wireless and signed up for a new two year agreement with Cingular via your Telesales department, an action I now very much regret.
The reason I regret this action is because of your entire organization’s extremely poor customer service.
You see, with the Sony Ericsson T237 phone, I ordered a Plantronics MX-100 Headset for $24.99. This headset was recommended by the sales agent, but, as we soon discovered, this headset does not work with Sony Ericsson phones!
The solution is simple, exchange the headset for one that works with a Sony Ericsson phone.
My girlfriend, for whom the phone was purchased, called customer service was told that a new headset would be sent. It never came. When she called again, she was told that I would need to call since the account was in my name.
So I called customer service, who I then explained the problem to, but they said they could not help and told me to call Telesales since I bought the phone through them. I then called Telesales who said that they would be unable to help me and told me to call customer service. I was then told by customer service that they were unable to supply me with an appropriate headset and to visit your retail location at 3900 Piedmont Ave. Oakland, CA who would swap the headset for us.
So we visited this retail location and were told by a sales representative that they could not swap the headsets and that we would need to call Telesales. This was not an acceptable answer so we asked to speak to the manager. The manager told us the same thing. After going several rounds with the retail manager I gave up. I am incapable of understanding why the manager of your store is not empowered to exchange a $24.99 item. We left your store fuming.
So far, between my girlfriend and I, we have made at least 5 phone calls and one drive to your store for this $24.99 item. I estimate the total time spent on this one issue to be about 5 hours. I don’t know about you, but my time is valuable. It’s really hard to quantify how valuable, but for my services, I charge $75 per hour. Using this as a measure, this item has cost me $399.99 ($375 for my time + $24.99 for the headset).
Your organization failed at each opportunity to provide decent customer service.
So, I give up. You guys win. Here is the headset back because I have no use for it and do not want it. I also have no energy left to keep pursuing this issue. It is more efficient just to buy a new one. I’m stuck with you for another 1 year and 11 months and not a day more.