My latest column for the Ann Arbor Chronicle, on Doing Time with AT&T
This month's column was split into two parts. DISCLOSURE: It's long, and by some accounts, tedious. *sigh*
The Ann Arbor Chronicle | In it for the Money: Time with AT&T (Part 1)
My research here is by no means rigorous – or even vaguely statistically meaningful – but my guestimate is that the average customer spent no less than one solid working-hour straightening out these "unfortunate errors." Oddly, although customers who've found themselves randomly dinged for $30 to $120 abound, I've had trouble locating any AT&T customers who've mysteriously received a $60 credit on their account. What an oddly consistent software glitch.
Second – and I offer this because it seems likely some of you are wrangling with AT&T right now – when you are calling about a billing problem, choose "Fraud" from the voicemail. As near as I can tell, Tanisha TR4213 at Fraud can execute magic fu that is beyond the reach of any member of the management team in any other sector of the company. She may, in fact, be the cyborg imbued with the deathless spirit of Alexander Graham Bell, condemned to wander the copper and fiber lo these many years. I don't know.
What I do know is this: If there is a single human-like entity in the entire AT&T corporate hierarchy who I would not invite to fight a tank of sharks drunk on methylenedioxypyrovalerone and cough syrup, it is Tanisha TR4213. I'm not joking right now: The gratitude I feel toward Tanisha TR4213 for being so magnanimous as to stop trying to rob me is actually embarrassing.
The Ann Arbor Chronicle | In it for the Money: Time with AT&T (Part 2)
Last week, following Part 1 of this column, a local government worker contacted me and mentioned that his agency spent three years sorting out just such an AT&T-created problem. How much did we, as taxpayers, invest in that? When fellas like Rick Santorum and Mitt(ens) Romney stump about "cutting government waste" by shifting services to the private sector, do they take into account how much of the "waste" comes from private corporation's self-serving share padding?
