The floor manager comes on and tells me 2x that she didn't show any usage on my account in “Dallas” recently. I corrected her with “Austin” 2x. This was very laughable that in essence I needed to prove that I was in Austin which upset me because she insinuates that she has that information in front of her thus she's essentially calling me a liar. I usually blow a gasket when i'm accused of being a liar but i was able to calmly state that i contacted my buddy as soon as I got to Austin so I could meet up with him at his job and I sent many many txt msgs… thus whatever you're looking at is incorrect.

I guess she bought that statement because she immediately asked me how long I was there for.to which I responded Tuesday – Sunday the 22nd. She then insistent on only prorating my account 7+ dollars for txt/data for the '5' days I guess voice wasn't included because I don't use voice much thus I didn't experience problems… thus it must have been working properly? Also I didn't catch it at the time but Tuesday-Sunday is 6 days in my book.
.
I explained that the lack of a working was frustrating and made it extremely difficult. for me to be productive; and that i expected the same treatment others had received in terms of a full credit. After i felt that she wasn't budging I attempted to escalate the matter again to which she replied that she was the highest person available to which I replied, “so your the highest person at AT&T?” she responded “NO” and I then asked her to have someone higher call me on Monday. After prodding for at least a good minute she reluctantly gave me a 4 hour window in which I could expect a call. I'm pretty certain Monday is going to come and go w/o receiving a call.

Another note… each time I escalated the rep insists the next person “is going to tell you the same thing I'm telling you”. To me this is and intimidating and juvenile tactic.

http://tinyurl.com/att-fail-redux

My update is that I am still seeking contact from a regional manager. I've also called into the Lebanon, VA support desk. As they are doing inbound routing based on (NPA)NXX-XXXX for the call, I might have to make a VoIP call -from- the West Coast or someone closer to the centers that handle Austin. This is a known quirk of call centers. You get handed out based on region, time of day, and other metrics like call volume. The floor manager was understanding and will do what he can. We shall see but I shall follow up as well.

I also will note that AT&T customer service has offered a full month credit within the first three minutes of the call. While I appreciate this progress, my goal is two parts still and I requested this be noted in the ticket (agin). A credit issued might be more of a function of the particular rep involved vs. the big board list of problems, issues, or keywords such as “this is my second call”, etc. vs. AT&T fully comprehending the issue and correlating it fully.

As of today I still have not heard from a regional manager but I will be seeking them out and continue to provide updates here or on Twitter with URLs back to the outcomes as comments.