Like many others, I have become dependent on my iPhone. Lost? No problem. Need a restaurant recommendation? Voila! Settling a dispute over if Erin Brokovich was suing PG&E? Presto. What time is it? Answered.
So with my trip to Italy looming, I looked into what I can do to actually use my iPhone while traveling. (My experience with traveling with iPhone to Paris was one of paranoia and constant hunt for wi-fi that actually worked.) After some reserach, I decided to add the 20MB data package for $24.99 to my plan.
While on the AT&T site, a little "Live Help" window came up and I thought, oh wow that's great! So I clicked on it, and within a couple of minutes was live chatting with a lovely woman. After a couple of interactions though, I became acutely aware of the fact that she was probably chatting with at least 6 other people. Her response time was very sluggish, sometimes taking minutes before answering a question. And then there were the little "it would be $2.29 per minute for voice calls to China", which were like, what? I didn't ask that. Anyway, after some 20 minutes or so of this, I finally pulled the trigger and she said that she was happy to add the service for me. I gave her my phone number, name, and last four digits of SSN. And then, after another 5 minutes of silence I thanked her and logged off as it was getting late.
This morning I logged into my account to check if the service has been added. Yes it has. I am now signed up for the 100MB plan for $119.99! I quickly made the change, which were actually quite simple, and crossed my fingers that I haven't been charged for this mistake.
The moral of the story? Sign up online directly. Or call and wait to talk to a live person. The live chat stuff is crap for as long as the agent is required to talk to multiple parties. Good service takes undivided attention. Multi-tasking is a term that is only relevant to the bosses who think that would reduce the number of butts they have to hire.
Anyhow, time to pack!
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