Ameritech Complaint - Order changed without my knowledge
COLLINSVILLE, ILLINOIS -- I hate writing this email because I used to work for SBC and know Ed Mueller, the head of Ameritech. I think he is a great person and I respect him a lot. I was thrilled when Whitacre annouced that Mueller would be heading up Ameritech. Finally, I thought service would improve.
Well, Ed and Ed, you still have a long way to go. Ameritech just simply mistreats its customers and offers no reparations whatsoever. Today, I got the ugliest, I'm-better-than-you-are treatment from one MS. GAUNA in the products area.
Maybe you should hear my history with Amertech since I moved to Illinois from Missouri. It started with waiting three months for phone service from Ameritech three years ago. When it finally came, the phone line laid on top of my lawn for the next six months. I called every two weeks and asked to have someone bury it and was told every time that someone would be out in a few days. I lost my service more than 12 times during this period. Finally, I buried the cable myself. I don't think anyone ever came out - my job still is there, just as I left it.
Later I ordered a line for my business. The listing was never right on the business - it was listed as a personal number and I NEVER got a business listing in the Yellow Pages or the black pages. Basically, I never got business service and was forced to pay business rates. When I complained, I got rude treatment and was told it would be FIXED and that I would get a FREE listing in the next book. This never happened - I am still waiting.
Now I am moving and ordered two new lines at my new (residence) address. I also ordered a telephone (SBC usually carries a good quality telephone). This happened on May 18th. I explained to the service rep when I ordered that since I got my bill at a PO address, that I would need to give her physical address to ship to. She got this info and wrote the order correctly. When the order got to billing, they changed the address to my phone billing address (without my knowledge). Guess what the warehouse said when they got it? You're right - we can't ship there so the order goes back for processing (no one contacts me during this). I was just told this morning that the order shipped on 7/2/2001. MS. GAUNA (Ed, please fire this woman! - What a deplorable and rude employee!) explained to me that if I would stop changing my address that they could get this thing shipped to me. I tried several times to explain what did happen, but she would not let me and finally hung up on me. I am so flabbergasted at the consistently bad Ameritech treatment that I had to vent somewhere. I know you guys think the problems are with the plant, but it has become so pervasive that it goes much deeper than that.
I am so frustrated over this that I do not know what to do. I still have a lot of stock in SBC and do not wish the company any harm, but this situation is deplorable.
To help keep me as a potential future customer, I would like the following:
I want Ameritech to acknowledge that they have badly errored in their treatment of my family and my business. I do feel that some reparations should be made. And the next time, I am in Chicago, I expect to have lunch or dinner with Ed Mueller.
At the very least I would like a response from your company regarding this incident.