conversation

This is pretty close to a transcript of a phone conversation I had last week. It might be slightly off because I'm going from memory, but it is very close (and I have changed names and omitted numbers)

Rep - Thank you for calling AT&T, my name is Maria, may I please have your 10 digit phone number?

Me - Sure, it's ___-___-____

Rep - And can I have the last four digits of your social security number?

Me - ____

Rep - And your billing zip code?

Me - _____

Rep - Thank you Mr. Irani, how can I assist you today?

Me - I just got my bill and I noticed that it's $10 more than usual. I didn't go over my minutes and I have unlimited texts, so I'm just wondering why it's more this month?

Rep - Ok Mr. Irani, do you mind holding for a moment while I pull up your account?

Me - No problem.

(on hold for a minute)

Rep - Mr. Irani?

Me - Yes?

Rep - Thank you for holding. It looks like you no longer get the 22% discount on your text messaging, so the extra $10 on the bill is the discount added back plus tax.

Me - Why don't I get the discount anymore?

Rep - That discount no longer applies to text messaging.

Me - But when I signed the contract for this plan, the sales rep told me the discount would apply for everything (including text messaging), plus, i've been getting that discount for years.

Rep - I'm sorry you were told that, but the discount doesn't apply to text messaging, so the system has automatically removed it.

Me - Ok, but since it was included in terms of my contract, shouldn't I get the discount until the contract expires?

Rep - Hmm, I don't think I can do that, because it was system generated.

Me - Can you transfer me to someone who can?

Rep - Sure, I can transfer you to an escalation specialist. Do you mind holding?

Me - No problem.

Rep - Ok, I'm going to place you on hold while I get an escalation specialist.

Me - Ok.

(on hold for a minute)

Rep - Sorry about the wait, I'm trying to get an escalation specialist on the line for you, can you continue to hold?

Me - Sure

(on hold for a minute)

Rep - Hello, Mr. Irani? I've got an escalation specialist here for you.

Me - Ok, thanks for your help.

Rep - No problem, thank you for choosing AT&T.

Me - Hello?

Esc - Hello Mr. Irani, my name is Joan, how can I assist you today?

Me - Hi Joan, I got my phone bill today, and it's $10 more than usual, so I called to see if it was an error, and the customer service rep explained that it's because you no longer apply my discount towards text messaging, so I just want to get that fixed.

Esc - Yes, that's correct, and I'm sorry for the inconvenience, but we no longer offer that discount for text messaging services, it is only for the calling plan.

Me - Right, I understand. But when I signed up for the plan, your salesman told me that it would apply, so I bought two phones and signed a two year contract.

Esc - And I'm sorry for your inconvenience Mr. Irani, but that discount is not applicable to text messaging.

Me - I know, but I've been getting that discount for years, and more importantly, it was included in the terms of my contract. So I guess I just want you to give me what we agreed to. And then once my two years are up, you can get rid of the discount.

Esc - I'm sorry for the invonvinience but that was a system generated removal of your discount, so there is nothing that I can do to fix it.

Me - What do you mean?

Esc - Again, I apologize for the invonvineince, but our system automatically removed the discount, so I can't go back in and give it to you.

Me - Ok, first, you don't have to keep apologizing for the inconvenience. And second, we signed a contract, so I'm just asking you to honor the terms. You wouldn't let me out of my terms, would you? If I started paying $10 less every month, you'd probably ask that I pay the full amount since it's what we agreed to in the contract?

Esc - Yes Mr. Irani, but this is different, this was a system generated removal, so I'm afraid there's nothing I can do.

Me - ... what difference does that make? If I told you I was going to start paying $10 less per month because I ran my bill payments though an automated computer system that no longer allowed me to pay the full amount, would that make it ok?

Esc - No Mr. Irani, this is different because we no longer offer that discount for text messaging services.

Me - Ok, let's say you were looking to rent an apartment, and the leasing agent say to you, "We normally charge $1,000/month, but I'll rent you this unit for $900/month if you sign a two-year lease." So you sign the lease and pay $900/month for the first six months, but then you get a letter saying that you owe $1,000/month because the $100 discount no longer applies. Wouldn't you be upset about that? Wouldn't you want the building to honor the terms of your lease?

Esc - No Mr. Irani, that is different, this was automatic system generated change becauase your discount no longer applies, so I'm afraid there's nothing we can do to change that.

Me - So you're telling me that even though we have a contract saying how much I should pay per month for phone service, you can increase that rate in the middle of the contract because your billing system does so automatically? And, you're saying that the system is automated to the extent that absolutely no one can go in and change it manually?

Esc - yes Mr. Irani. That is correct.

Me - ...

Esc - Is there anything else I can do for you today?

Me - yeah, can you at least apologize for the inconvenience?