Customer service is not the kind of thing I like to think about, let alone write about. But I’m starting to see more and more absolutely appalling examples in my personal life.
There was that time when, having acquired a Google Pixel 5, a dual Subscriber Identity Module (SIM), dual standby (DSDS) phone, I wanted to move both my Verizon and AT&T accounts onto it. AT&T put me on hold for so long that they actually closed down for the day while I was waiting; when I went to a store to try to get service there, they were just completely confused, constantly on the phone to somebody else who clearly also didn’t know what to do, and I just gave up and moved the number to Google Fi, which is all about eSIMs, which are how, generally, you get a second SIM onto a phone with only one SIM slot. Read more →