Subponeas-R-Us

Another interesting example of the front-line communications challenges companies are facing. In this case, we see where the ever present lawyer community butts up against providing customer service. Cingular wireless is apparently the target of a class-action lawsuit by some customers and to join in customers have to be in possession of their billing records. Here's the upshot of this blogger's conversation with Cingular.

From zeroego:

Since reading the news articles about the upcoming class-action suit, I have been eager to gather documentation to prepare to contact the law firms involved. Unfortunately, I was able to find any documentation due to an overzealous shredding session before I moved a few months ago. I called Cingular tonight to settle the remaining balance on my account and to order reprints of my bills.

The CSR happily took my payment, but upon my insistence, reluctantly verified that it was posted to the correct account (my family still has a family plan with Cingular that was previously associated to mine). Then, I was placed on hold for more than 20 minutes while she reached a resolutions representative to honor my records request, which was ultimately denied. I was told I would have to acquire a subpoena to access my own billing records, because they are the property of Cingular.

And I thought it was bad when Bell wanted to charge me for mine...

Technorati tags: customer service, communications, PR, cingular, wireless