It took me over 3 weeks and assistance from the Executive Relations Team just to get basic cellular service and 2 new phones - a process that should take mere hours, not nearly a month of my life. The fact that I had to escalate to executive level intervention for something as fundamental as activating phone service speaks volumes about the broken state of your customer service infrastructure. Three weeks of phone calls, transfers, holds, incompetent representatives, and bureaucratic runaround just to accomplish what every other carrier in the industry handles as a routine transaction.
Once I finally received my $200.00 gift card for new customer activations - money that was rightfully mine from the beginning but took an absurd amount of effort to obtain - I proceeded to order a new iPad since I need one with cellular connectivity to get proper GPS data for my work requirements. This is a legitimate business need, not some frivolous purchase, and I'm a paying customer in good standing who just went through a very time consuming and painful experience to establish service with your company.
But apparently, surviving your initial service nightmare doesn't earn you the right to actually use your services. Again, my order is blocked by the so-called Customer Protection Team - a department that seems to never provide any actual protection. These people don't ask for any identifying information whatsoever to validate who I am, they don't verify my account status, they don't explain their decision-making process, and they don't provide any path forward. They just robotically declare they are "unable to offer me services" - services that I'm already paying for and successfully using on my phones.
Even more insulting, they have the audacity to suggest I should downgrade to prepaid service, completely ignoring the fact that I already have active postpaid service that your company fought me tooth and nail to provide. It's as if different departments in your company don't communicate with each other, or worse, they simply don't care about creating a coherent customer experience.
It's become crystal clear that your Customer Protection Team isn't about protecting anyone - customers, the company, or basic standards of service. They block anyone who wants to purchase services or devices, creating arbitrary barriers that serve no legitimate business purpose. They're gate-keepers without keys, obstacles without justification, and a perfect example of corporate bureaucracy run amok.
I contacted Executive Relations again, hoping that the same level of intervention that eventually resolved my initial service nightmare might cut through this latest layer of incompetence. But I have yet to be contacted by either the representative who helped me navigate the previous disaster or the new representative supposedly assigned to this case. The silence is deafening and represents a pattern of broken promises and abandoned customers that seems to define your company's approach to service.
I am absolutely appalled and seething with frustration at this treatment. No paying customer should have to endure weeks of incompetence, arbitrary denials, and executive escalations just to conduct basic business with a telecommunications company. This isn't customer service.
