[Captivate General] bleerii:
Ahh the love hate relationship continues... I too was a at&t customer before they went to Cingular n back...blah, blah, blah. I have never ever found AT&T store reps to be helpful in any way at all. O.K. One time just before I got my captivate but that was only because that guy had a cappy... Anyway the best way I have found to get real results and corrections is to call 611 and go through the menu and select the option to speak to a rep about cancelling your service. I don't do this unless I have a billing, an account issue or customer service issue (poor service/rude/incorrect info/etc.). This puts u into a higher level customer service group and they have authority to make credits/account changes etc. without going to a supervisor. Of course by the time I get to that point I am heated, have been offended by at&t employee and I politely let them know I know and now they know I know.

Last time this happened just before purchasing and upgrading to my cappy I was not wanting to upgrade/enter a new two year contract but my tilt was becoming problematic...I guess I dropped it too many times... lol anywho...

I went to the store and I wanted to just get a simple gophone so I could switch my simm card. Of course eager beaver comes over and starts grilling me about what I want etc. I explained and he proceeds to tell me I can't do that...I was like WTF???? I didn't say the "F" but that was my attitude. I told him I had bought gophones at walmart before and had no problem. He continued to spew garbage that I could purchase a gophone but I would have to pay for activation and pay for air time. I stated I didn't have to do so at any other retail store. So then he says you have to buy a new smartphone at full price. At that point blood was shooting out of my eyes... He's was all cocky and smug. By this point I told him he was useless and didn't know what He was talking about and that I was going to call at&t to cancel... As i was walking out and a store full of customers looked on.

Needless to say I called 611 selected my option to cancel the CS rep was very nice listened to what had happened agreed that I was given bad information. Oh and when I told him I was going to cancel he just smiled and said you can do that, go ahead... That Really pissed me off... CS immediately asked what she could do to keep me from canceling my service. Gave me several options of gophones...an no or little charge. She apologized many times. Also seeing I had a tilt she offered early upgrade wih all upgrade fees waived if I wanted to get any new smartphone. I thanked her for her time and explained I was uncertain because I was not expecting to be able to upgrade early without the fees and I was not certain I wanted to add a data plan as I was just layed off. The lady gave me 5000 roll over minutes for being treated poorly at the store. I did not have any data plan with my tilt, because I bought it third party and just switched sim cards. Turned data on and off again through this level of CS. ;). Anyway she noted the account and I ended up calling back in the sameway a month and a half later to upgrade. All I paid was two year contract price and 18 activition fee, even got overnight shipping at no charge.

I do give regular CS an opportunity to address my issue but usually the fail, waste my time witg crap lies and bad information even the 1st tier CS managers. Get the premium CS, select cancelation... YOU WILL BE HAPPY YOU DID.