Complaint Review: SBC / Cingular / SBC Communications - San Antonio Texas

I have worked in the sales office at SBC in California for the past 5 years now. I have seen almost everything that can be seen in my environment. I would first like to say that as a large company, SBC is pretty professional overall. The problem lies in poorly managed offices. I have just filed a Harrassment grievence and I am preparing for a lawsuit all because it was discovered by my local management that I had been documenting my career and I have ethics & morals. You see, I KNOW what happens. I see the good and the bad. Some people may be lucky enough to call in and get someone like me in a good mood while others get connected to many a variety of different personalities. Some reps are nice, others are pretty rude. Some reps are stressed to the point of heart failure. (There have been countless amounts of times people have been hauled out of the office in a guerney because the pressure finally got to them. Many reps are threatened if they do not get better #'s & some reps just plain enjoy taking you for a ride for whatever they can because for most products sold there is a form of incentive & recognition from the managers. I have seen how people are taken & I have unfortunately partaken blinded by ignorance. I have been told by managers to say and do things that ultimately cost me a lot of money out of my paycheck and has led to my current situation where my job is in jeopardy. Being an outspoken, ethical union steward that knows what is happening is wrong and needs to change. Because I know who does what & how & who is covering it up, I am being targeted. I have an exemplary record with the company with many customer commendations, no complaints & was also up for management at one time just months into my career. Without changing the way I do my job (except to do better), I went from having an almost perfect record to being on 3 Final Warnings of Dismissal, 2 for code of conduct violations, one for improper script use. This has all happened in the past year and all started with the discovery of my notes. They are very afraid of what I know or might have in them and who it may implicate. Knowing my history in this office, they know very well why they should worry. So to anyone who reads this, just know that doing business with SBC is ok. As long as you aren't a jerk when you call and you don't try to scam the company, then you will likely have a great experience. If you are confused about something, reps are typically happy to answer your questions as long as you show patience. Some key things to remember. 1: Only call when you have PLENTY of time to spend on the phone. If you avoid pressing any buttons in the automated service & just wait, then 98% of the time you will be directly routed to someone who can help you. 2: Do your best to avoid screaming/yelling/hollering/threatening/swearing at the representative. The reps you speak to have no clue who you are or what you've been through so if you start out yelling or threatening, it is very likely your account will be noted with your attitude which could cause an unfortunate label in the future. It's wrong to be judged like that & I personally avoid that at all costs, but odds prove that negative notes are there for a good reason. You wouldn't believe the nuts out there. 3: Be patient & remember that before you go the rep MUST ask some form question to attempt to gain your approval to sell you stuff. Don't feel shy to say no, but don't get upset or huffy when we ask. 4: There are MANY departments within SBC that handle MANY different issues. If you get passed around, it happens. It can happen too much, but it can happen. If you are questioning another companies charge that appears on your SBC bill then call the number on the other companies page where it says "Questions about your bill?". SBC will help you with SBC issues. Other companies get to handle their own business. 5: Try to keep in mind why you're calling. If you have a question regarding an affiliate service such as Dish, DSL or Cingular then you may need to call them. If it's a billing question, call the # on the top of the companies page to get to the right place. If you have technical questions for Dish then you call them. If you have technical questions about cingular then you call them & if you have technical questions about DSL then there is 24/7 tech support # you can call or we can pass you over. 6: Keep your own notes. This may very well be the most important tip I can anyone about anything. Take notes of the rep you are talking to. You can try to get a full name or user id, but don't expect either. Although we are able to divulge this information, we are not required & I myself refuse. I always give my real 1st name, but nothing else. Others use false names. So dates, times & accurrate details of what took place. Just don't lie because if you flat out lie and are unable to match anything we actually say or say we offered you discounts and credits that we do not give, this is one of the most common. Just be honest because chances are, if you do enough business with us, then you will eventually encounter a rep who will bury themselves if you keep proper documentation. If your notes have any proveable lies, then you lose. I'm sorry to have rambled on here but I have so much to say and want so many people to know what SBC in Ca. is really about in the sales department. Scandals, lies, cover ups and deliberate attacks on people who do not conform to the management stylings, but if my managers find out I have said anything about the company on a public forum they'll fire me. Of course they're trying to now, or better for them if I quit. If you are an attorney who would like to hear more and may be of assistance, please get to me. I am merely waiting to be fired before I can obtain an attorney on contingency since I don't have 10-20 grand at this time. I have a clear case of harrassment brought on by a desire to cover up improper practices, i.e. violation of civil rights, threats to one's job for their personal notes, falsifying employee records, inappropriate manager/service representative relationships, inappropriate sales practices and disposing of customer complaints regarding improper sales practices as well as known practices being protected by all financially benefitting managers. I hope this has been helpful to someone and not just nonsensical rambling babble.

I have been extremely happy with the service SBC Communications has provided me over the many years I have been one of their many satisfied customers. I truly believe that in order for a company to survive in the extremely competitive, technological world we currently live in, a company must adhere to strict policy and protocol. That said, SBC is a truly professional,well organized, well run organization whose sole purpose is to provide the best, technologically up-to-date service to its on-time-bill-paying customers. Deficits? Rudeness? I would really love to hear SBC's side to this issue. Sign me, Customer-4-life.