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I worked in the cell phone industry as a customer service representative for about a half-year. The company I worked for was very demanding as far as courtesy, professionalism, and competence went. My department serviced AT&T Wireless customers before the Cingular merger.<br> <br> Our mandate from AT&T Wireless was to ensure the customer is happy. We were given substantial resources to work with.<br> <br> I do recall that at this time all phone models were available with a contract (free or reduced cost) and without a contract (full price.)<br> <br> Third-party "rich" text messages were a huge annoyance. Any charges were refunded immediately for first-time victims. We did our best to educate customers how to remove themselves from third-party text messages and avoid such charges in the future.<br> <br> Sometimes it does seem as though the ball is always in the court of big business and the little-guy can never win. I don't believe that big business is always actively conspiring against the consumer. Most policies were set to be fair to both parties. Absolutely everyone I worked with, at all levels of management, wanted happy customers.<br> <br> My stint doing this job showed me that the failure of big business is inconsistency, left-arm-right-arm syndrome, and inconsiderate bureaucracy. And, "Phone company be damned," you're ultimately at the mercy of the service rep who answered your call.
By Dylan
