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An AT&T customer service horror story | InSecurity Complex

What came first: the bad customer service or the hard-to-find deal?

I ask this for a reason: After more than three years of paying for ATT phone service solely for the purpose of getting DSL, I have come to learn that the phone service is completely unnecessary. My aggravating (and embarrassing) path to that knowledge should serve as a lesson for companies in how not to do customer service if you want to retain your customers. It’s also a valuable lesson for consumers, who have to stay vigilant in order to get the deal that’s right for them.

Here’s what happened: A few days ago I called ATT for the umpteenth time to complain about my bill and, as usual, I mentioned my resentment over being charged for phone service I don’t use because I have a mobile phone. After getting bounced to

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