If you're more of a baby boomer than a Gen XYZ you may remember the lady pictured here - "Ernestine the Operator" played by Lily Tomlin. Her short skits lampooning the monopolistic phone company of the 1970's were hilarious - in part because they resonated with viewers who had been frustrated getting decent customer service. With the breakup of ATT Ernestine got a pink slip as - theoretically - competition among the baby Bells would deliver an attitude adjustment towards customers if they had a choice.
But I'm beginning to think that Ernestine is alive and well at ATT/Cingular, and is just having a blast dissing all the cell phone customers. Case in point - about four months ago Deb's phone went on the fritz so she went in and picked out a new one. There was, as usual, a rebate that you could have if you extended the contract. And the representative actually cut out the barcode, filled out the form, and dropped it into an envelope for us to mail. So imagine our surprise in about four weeks when we get a note saying that they're sorry but no rebate because there was no barcode enclosed. How do you prove it was in there? Guess next time we need to photocopy it before sending it off.
Then the bills start coming. Aren't cell bills fun? It is positively painful to try to assess one for why your bill has jumped by $20, especially if you have 3 phones on the account like we do. After wading through comparisons I finally figured out that they had increased the "family plan" base rate - a facet of extending our contract that the saleswoman conveniently omitted. But then looking further there's also a "multi-media" charge for this new phone - again, a feature not asked for (Deb is not about to be sending & receiving pictures with her friends). So Monday I'll be at the ATT store dealing with the latest incarnation of Ernestine. I'd switch companies but somehow it always seems that right as we're near the end of the contract somebody's phone gives out - and besides, would it really be any better over at Verizon? Nahhh....
But I'm beginning to think that Ernestine is alive and well at ATT/Cingular, and is just having a blast dissing all the cell phone customers. Case in point - about four months ago Deb's phone went on the fritz so she went in and picked out a new one. There was, as usual, a rebate that you could have if you extended the contract. And the representative actually cut out the barcode, filled out the form, and dropped it into an envelope for us to mail. So imagine our surprise in about four weeks when we get a note saying that they're sorry but no rebate because there was no barcode enclosed. How do you prove it was in there? Guess next time we need to photocopy it before sending it off.
Then the bills start coming. Aren't cell bills fun? It is positively painful to try to assess one for why your bill has jumped by $20, especially if you have 3 phones on the account like we do. After wading through comparisons I finally figured out that they had increased the "family plan" base rate - a facet of extending our contract that the saleswoman conveniently omitted. But then looking further there's also a "multi-media" charge for this new phone - again, a feature not asked for (Deb is not about to be sending & receiving pictures with her friends). So Monday I'll be at the ATT store dealing with the latest incarnation of Ernestine. I'd switch companies but somehow it always seems that right as we're near the end of the contract somebody's phone gives out - and besides, would it really be any better over at Verizon? Nahhh....
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