SBC DSL

SBC DSL

I have had DSL in my home/business through SBC in Illinois since the company was Ameritech. This is possibly five years now. When it was installed, it was installed as a dedicated line. The technician had to come to my home and run the new line. So, it was not until last week that I finally realized I have been paying $49.95/month for DSL when for at least the last two years I could have been paying $26.95/month.

This is because SBC now installs DSL on the telephone line and no dedicated line is necessary. I learned this because on the back of my telephone bill envelope (yes, I have my phone service through SBC as well; perhaps unfortunately my DSL has been billed to my credit card each month and not to my phone bill) there was a little squib offering $19.95 DSL to customers with a certain kind of long distance phone service. So, I thought I would call and see about that phone service. I did not want it because it includes voice mail, which messes up my fax machine, and ended by learning that I could switch to the $26.95 DSL service, and that I could have done so at least two years ago. So, I agreed to make the switch. But the more I thought about it, the more upset I felt. I called Customer Service, and "Gale" told me he was authorized to give me a $150 credit. This was not nearly what I have been overpaying for at least two years, and I told him I would think about it and get back to him, as I wasn't sure I wanted to keep the service at all. So, when I called back today to accept the credit, I was told by both DSL Billing and Customer Service that there was no record of "Gale's" offer, no one was authorized to offer me such a credit, and I couldn't have it.

Essentially I was told it was my fault I had been taken because I should have been paying attention to SBC's advertising. The reps acknowledged that SBC never informed old customers that the option to switch to the phone line service was available. Instead, it was only offered if the customer initiated the

request. My response that I do not attend to advertising, particularly when I am not in the market for something, and that I certainly do not rely on advertising to gain information about products and services was regarded as. . .well, just weird, possibly anticapitalist, even possibly unAmerican. Even if I had noticed this offer, I would have assumed it was one of those time-limited new-customer teaser rates. . .not something available to an old customer. In any case, eventually they decided I could have a $23 credit for two months on my bill, not to appear for several months. I do understand, I hope, that I can cancel this DSL service within a month

without penalty. The company has no feeling that it bears any responsibility at all, other than mass media advertising, for informing customers of changes that might possibly benefit them. Perhaps in our

society they actually do not, I don't know. (Parenthetically, I really hate it when the company person ends the conversation with a "thank you, valued customer, appreciate your business" rap. . .when one is feeling decidedly unvalued and unimportant!) I guess I am just naive in thinking a corporation has any interest at all in anything except profit. Thanks for listening.

Polly

(aka, a sheep for the shearing, a lamb to the slaughter, one born every minute, even all of the people all of the time) &#160 Click this link to e-mail the above consumer: Email User Consumer