The day my laptop screen got broken, my mom remembered that she had been signed up for a repair program about two months prior while she was renegotiating our AT&T plan. She called AT&T and the first person told her that she would need to have the most recent bill in front of her to prove that it was covered. Mom tried to argue it and they said that they could talk about it with my father, but not her–even though it was a program she signed up for and the bill is in her name, not my father’s. She hung up and tried again.
The next person said that the service would cover my laptop, but that we didn’t have that service. They transferred her to someone else who said that actually did have the service, but that they couldn’t schedule it for a repair. This led to another transfer, and a person who said that the service program that she had been signed up for and that the other people had confirmed was one that was offered didn’t even exist.
Mom hung up and called another customer service number for AT&T to find out what the hell was going on. Apparently, the person who told her that she signed her up for that program had lied to her. Not only did she do that, she signed her up for a totally different service, signed us on for the International Calling plan, and put notes in the computer for services we had agreed to, but didn’t actually change our plan to those services. After talking to the CSR, most of the issues were fixed and we were given $30 in credits on the account.
Oh and my laptop still needs repairs, but at least our phone bill will be cheaper.