i'm the customer, where's the service?

We've all been in a situation where something's gone wrong with a service, order or product. When we're in this situation, there's really only one solution: customer service. We need someone with access to the system to assist us in righting a wrong. Customer service has evolved in many ways in recent history, some good and some bad. I've recently had two run-ins with customer service, and each had it's frustrations with varying results. I think it's fair to say that frustrations should be anticipated. I mean, you're beginning your customer service process with an issue. How pleasant can things really be? That being said, at the end of the day there's only one thing we all want: resolution. That's where the difference was in each experience for me. Let's take a look at each experience. 1. Walmart.com

• The problem - Polly and I recently ordered photos through Walmart.com as part of a Christmas present for some people. Our purchase order included 4x6 prints, 5x7 prints and True Digital prints. The order was placed on 12/12 and the date of delivery given was 12/16. On 12/16, Polly got a call from our local Walmart store that photos had arrived. We were thrilled because that represented one more thing to cross off our Christmas to-do list. Only one problem...only the 5x7 prints arrived. We waiting a few more days for the photos to arrive, still no call.
• The "customer service" battle - When we still hadn't received word by 12/20, I called our local Walmart. They informed me that the photos still had not arrived. They told me they would let me know when they did. I told them I needed them ASAP. I tried calling 1-800-WALMART, but they instantly inform you that they will deal with in-store issues only as Walmart.com is essentially a separate company. The automated message prompted me to use Walmart.com's email complaint system. I wrote a stern, but polite email indicating the problem. The next morning, we received an automated reply in our email inbox. It told us to check with the store to see if the photos had arrived. WHAT?!?!?! Like I'm an idiot and didn't think to do that already. I submitted a second and eventually third email to Walmart.com...no reply. During this time, I was still maintaining contact with my local Walmart. They acted as though they were on my side doing all they could do. We were on a first name basis with the Walmart photo people. Our name and number was on their board. Christmas came and went without photos. We felt so hopeless with no resolution in sight. Last night (12/28), I went to our local Walmart for razors. While there, I stopped by the photo center. Our photos were naturally still not there. Finally, however, we got the break we had been looking for...the guy at the photo center gave us the customer service number for Walmart.com. THEY HAD A NUMBER ALL ALONG!!! There's no number on their website. Nobody else "helping me" gave me the number.
• The resolution: Today, I called the number (1-800-966-6546, in case you ever need it, though I strongly recommend everyone to boycott Walmart.com), and sure enough an automated message came on that said, "Thank you for calling Walmart.com." When I worked my way through the always enjoyable menu, I was put through to a customer service rep (rather quickly, probably because NOBODY KNOWS THE NUMBER!) The woman annoyed me in that she first recommended that I call my local Walmart. I informed her that I've already checked with them. She then asked when the last time I had checked was. I impatiently elevated my voice to quickly inform her, "LAST NIGHT!" She said, "At this point, we'll have to consider them lost or stolen and refund your money." AT THIS POINT?!?!?! Unbelievable. At least I finally got my money back.
• What I learned: Never to order from Walmart.com. Thanks to that experience, Walgreens will be exclusively handling all photo needs.

2. ATT Wireless

• The problem: In an attempt to tighten our budget, I recently decided to reduce our plan to a lower monthly total minute package. Polly and I have shared 700 minutes for a few years, but I decided we could easily live off of 550 minutes. I made the change through their website. Seeing how I had been using my phone last pay period based on having 700 minutes (I will squeeze everything I can out of everything) I elected to start the 550 moving forward instead of backdating it. When I returned to the home, I noticed we were only at 514 minutes for the month with only a few days to go. Based on this information, I called ATT Wireless customer service and requested to backdate our rate plan change. The woman who assisted me took care of that quickly. With 2 days to go until the pay period ended, I noticed we were 5 minutes over. No big deal. The next day, I realized we were 10 minutes over. I could deal with that. But on the last day, I noticed that we were suddenly 149 minutes over. There was simply no way I had used over 2 hours during that time period.
• The "customer service" battle: Upon realizing this inconsistency, I called ATT Wireless customer service. I explained the situation to a gentleman who said he would add a note on the account. He informed me to call back when the bill was released and they would be able to quickly resolve my problem (never assume they actually write the note, no matter what they say). When I received the bill yesterday (12/28), I called ATT Wireless customer service. I explained the situation to the gentleman who took my call and directed him to the note. There was no note. OF COURSE THERE WAS NO NOTE! I went into situation all over again with the gentleman on the phone. The girl who made my change saved my butt. She had put a note on the account. It stated that the account showed 514 minutes used when I made the change. I used that piece of knowledge to my advantage. I had called her on 12/20. The gentleman informed me the overage minutes began 12/16 once backdated. "How can that be?" I asked. "Your own employee stated that I had 514 on 12/20, how could I be charged for over 550 on 12/16?" "That's what the system said," he replied. "The system is what I based my decision off of," I countered. The gentleman then proceeded to count my minutes for the next 10-15 minutes. I didn't have the heart to tell him how pointless that would be in the end. When he finished he told me that he was up to 520 on my line alone by 12/16 when the overages began. I quickly told him, "I hope you understand how irrelevant that number is to me. I made my decision based on what your system said I had for minutes, not what I had for minutes. I don't care if you revert me back to the 700 minutes for the month, but know that there is no way I can or will pay the overage fees." He put me on hold while he talked to his manager.
• The resolution: When the gentleman took me off hold, he informed me they would credit the overage and give me my internet free for the month. I walked away with $74.86 less to pay on my cell phone bill.
• What I learned: Also double check that they input a note and have them indicate how many minutes your account reads. Also, no matter how much they push, keep pushing back. It was a 36 minute call, but it was well worth it!

As I said before, the frustrations don't bother me in the long run. I just want resolution. The new age of email complaints and automated systems can lead to a sense of hopelessness in finding that resolution. We pay the money, we're the customer...we deserve to know we're getting the assistance and attention we have paid for.