AT&T Nightmare

To whom it may concern:

It is important that I outline to whoever receives this that I am an extremely disgruntled customer.  I will begin outlining the history of my extremely unhappy and discouraging “situation”. 

First of all let me say that I have been a loyal customer of yours for 15 plus years (approx.).  In August of last year I upgraded our Iphone3’s to Iphone4’s.   After that I discovered that I was unable to get reception at my home, and intermittently in other areas .  Beginning in February (maybe sooner) I began to make phone calls to the ATT Customer Service line.  On two occasions (note:  I didn’t write down the dates because I never, ever assumed it would not be taken care of) I was told that a new tower was going to be installed near my location and wait until the end of the month.  Some more time went by and of course it never happened.  Again, in April I believe I contacted ATT Customer Service about the same issue.  Right after that call a customer service survey request was messaged to me.  The survey I completed was derogatory and so I received a call from Victoria Gallaway.  She is an awesome representative!  She made me feel appreciated and comfortable in that the problems we had were going to be resolved.  She eventually processed an “Accelerated Warranty”.   Before sending out new phones she wanted to know what replacement phone we preferred from her list.  Options were given and my husband and I went to the ATT store and did our research.  Three new HTC One phones were delivered to our home.  She also made it clear that we would not need to return the IPhone4’s and that if I was charged, she would have my account credited.  Two of the Iphone’s were donated.

The new HTC One phones, they actually worked and we on our way to peaceful and happy customers.  Life continued and then the bomb hit, I was charged $630.00 from the warranty department for not returning the Iphones4’s. What? Okay, so  I contacted Victoria and she said she would take care of it.  Victoria let me know that she tried to credit my account but said she couldn’t do the credit and I would have to contact warranty myself. I contacted the department and a dispute was issued.  The warranty dispute was denied and my account was not credited.   I did contact warranty again and explained the situation!  The representative that I talked to then, Gloria I think, contacted Victoria via conference call to verify a verbal and written confirmation that the Iphones did not have to be returned.  An appeal was sent “to the top” the phone representative said to me (I felt good about that but I wasn’t sure “who” the top was).    Please note that I assumed the representatives weren’t using their real names so I didn’t keep note of it.  Also, assuming that all would be taken care of.  There was absolutely No word from warranty, no email, no phone call, no letter.  On or about the 25^th of June I  contacted warranty to ask what the outcome of the appeal was since there wasn’t ANY communication.  The representative that I received on the warranty customer service line was so rude and actually accused me of selling these Iphone4’s.  She said and I quote, “You sold defective phones?”   Wow, accused of stealing on top of being put through this enormously aggravating process.  This extremely rude person informed me that warranty didn’t approve the appeal for credit and I would have to send the phones back.   Can you even imagine how I felt?  What would you feel like after all this and then be accused of stealing!!!!!  She didn’t transfer me either so I had to contact the ATT Customer Service line, wait on line for the next customer service representative, explain the ENTIRE life of this whole thing again!!!!! That person was nice and sent me three labels on 7/9/2014.  I mailed all three of the Iphone4’s back to warranty and they were received on 7/21/14. 

This all brings me to today.  My phone service was suspended.  I contacted the customer service line and I have to explain the ENTIRE life of this thing to this new representative, Paula.  She of course can’t turn my phones back on because she has to speak with the warranty department.  On hold…she tells me that we have to do a conference call with warranty….on hold….Danny gets on the line and he has to upload the entire account before he can talk about the “situation”.   What situation? I did what you asked and now there is a situation?  After an hour on the phone and several  minutes of this with Danny, he informs me the warranty department will have to refer this credit to Victoria Gallaway because she is the only person that can handle this type of situation.  What?  You have got to be kidding!  Again, how would you feel at this point?  I hope you are becoming as upset as I am!   Through Danny’s talking in some sort of code, which by that I mean I didn’t know at all what he was saying because I think he is as confused as I am.    What I did gather from his gibberish is that warranty was expecting the HTC One phones to be returned and since they received IPhone4’s the credit could not be done.  He would have to email Victoria and it would take up to 48 hours.  The suspension was lifted but now, laying on my chest is the unknown.  What the heck is going on?  What is the situation and what did I do or not do?  Really, I am beyond figuring it out and am in tears at this point.  I have a family, a full time job and this has brought me over the top. My head hurts, my chest hurts and I have NO faith what so ever that ATT knows me or what is going on with my account.  

After taking a breath I realize that this entire six month ordeal has revealed that ATT is not at all connected to ATT warranty and that the hand doesn’t know what the foot is doing.  For some reason the warranty department got the wires crossed and thought HTC One phones were to be returned??  It was always surprising to me that I was charged such a large sum for the Phone4’s for which you charged me .99 for when I upgraded!!!!   Victoria is an awesome Analyst and it pains me that she would once again have to visit this “situation” , as it keeps being referred as, so that I can become, once again, a satisfied customer.

I have emails from Victoria.  I can produce my emails and go back in my phone records to find when I contacted ATT customer service and ATT warranty if need be but you have all that, right?

What now?

REFERENCES:

Hi Victoria,

We have received the new HTC phones.  My husband and I are having a hard time relating to these and find that they are harder to navigate.  In addition I am missing several text messages from my contacts, most likely because they have IPhones.  I am not really satisfied and wanted to know if there was any other way I could have my problems of reception resolved without having an Android?  I don’t want to have to bite the bullet and upgrade, the only options are IPhone5’s and they are $250.  Oh my gosh this is hard for us and I am sure for you.  Generally, I am not this particular. 

We also received messages that we have to send back the Iphone4’s.  The only one I can’t find is my son’s.  I thought we didn’t have to send these back.  Can you let me know, I was hoping to donate these to our church or those in need.

I appreciate your help.

Sandy Miller

Email 8/18/2014:

No problem, I am sorry this has turned into such an ordeal. I hope you have a wonderful day!!

Tory Galloway

Team Manager, Bothell

Advanced Support Chat

AT&T Mobility Services

Rethink Possible^SM

425-288-2088

From: Sandy Miller
Sent: Monday, August 18, 2014 2:23 PM
To: GALLOWAY, VICTORIA L
Subject: RE: Hi

Thank you Victoria!

From: GALLOWAY, VICTORIA L [mailto:VG269H@att.com]
Sent: Monday, August 18, 2014 2:13 PM
To: Sandy Miller
Subject: RE: Hi

So, I put a credit on the account for 630.00 which built a case. Once the case is resolved we can go from there. Sorry about the inconvenience

Victoria,

Apparently warranty has put this back in your hands.  I did everything I was supposed to and returned the old IPhone4’s but didn’t receive the credit.  When I called a few weeks ago a representative from warranty told me the credit would show on my next bill.  Nope, so I called and talked to “Danny”.  “Danny” from warranty was talking in riddles but I deduced that they expected the HTC One’s back?    Anyway, “Danny” told me that you would be contacting me.  I asked why but he didn’t answer.  Sorry, and thank you!  Again! 

8/28/2014 - My phones were shut off!  I called again and was told they didnt receive the phones. I have a receipt from USPS that the package was received but they can't seem to find the phones.  The representative (Gloria) told me they were to receive HTCOne's when in fact it was the Iphone4's.  A "David Garcia" was going to go to the warehouse and research where the phones went.  I literally can not believe that I am at the mercy of this department that doesn't even know what they are supposed to receive and then receive them but don't scan them!!   Now, not to mention that it will take up to 24hrs and my phones have been shut down.

The horror continues!  Seven months I have been fighting this issue and it comes down to some dude in the warehouse department that didnt scan the phones and therefore appears that they weren't received.  Omgosh, what the heck and I suppose to do. My co-workers have been through this with me and can attest to the drama and the fact the phones were in the dam box.  Help 

Little Roo

The newest addition to our family, Roo!

Roo is the newest member of the family.  She was named after Kanga's baby from Winnie the Pooh.  We basically thought our puppy, Riley, needed a puppy. (Riley shown here in her Halloween costume. A fairy princess of course!)

Roo weighed less than a pound when we brought her home.  Riley loved her immediately and in fact began to let her suckle.  We thought this was nature at its finest but then Riley got sick with Mastitis.  Oh my goodness, I never thought that getting this puppy would make Riley sick. I was scared and feeling guilty but we had to have her spayed, ASAP!  Can you believe that the blood tests were the most expensive part of the entire process? Well, $300 later she is doing great.  Roo weighs about three pounds now and Riley is getting fat but she loves her new little puppy!    

Stationery card

Memories Montage Gold Graduation Announcement

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New project - Cake Bites

I wanted to expand my horizons and found out about cupcake bites!!! They are adorable and really tasty....Here is my first completed project:








My kids and co-workers were the Ginny Pigs and the results are in:

Amazing!
Hmmm, oh Mom! These are great!
Don't share these with anyone!
Great!
Can I take some home to the kids?




What I learned is that I need the propert equipment, supplies and time! Definitely need better chocolate (Almond Bark) which is hard to find. I went to Target, Safeway, Raleys, nothing. So, I tried to improvise and it didn't work out looking great. All in all they tasted great and were fun to make and to eat.

More to come.....

More cupcakes......

My first big cupcake job was for a 50th birthday. The order was for 60 cupcakes, yellow and green were to be colors and there was no specific theme. Well, I felt so much like a real cupcake queen...I had to get boxes and everything. The only thing I couldn't afford was a professional cupcake stand.

The cupcakes were chocolate with chocolate chips and yellow cake with chocolate chips!!

One of the party goers ate eleven (11) of them. It must have been Martha Stewart's favorite "Swiss Merinque Buttercream frosting"!!

What I learned is that I need a cupcake stand or display. Something that I can interchange to fit any theme.......hmmmmm.

Cupcakes, Cakes and Fun!

Here are a few of my recent attempts at cake decorating.

These are my first ever cupcakes. They were really, really pretty but it did take a long time and it was very messy! My husband has been kind enough to clean up while I create.

What I learned? That good things don't last. My husband's gesture was sweet but it didn't last very long.























My next attempt at cupcakes were for valentines day. I absolutely love these! It was more fun to make and less time and mess. The chocolate hearts are of my own design. Okay, hubby was slacking off a little at this point with the cleaning promises :)


What I learned? Although the cupcake holders looked elegant, it was hard to get the cupcake out!
















These are a great attempt at "Bird Nests" for Easter. These cupcakes were really time consuming and it gave me a backache! Angel food cake with chocolate buttercream frosting and roasted coconut. The little birds are buttercream frosting also. Now, I must tell you they tasted just like Easter! Sweet! After this I have made a vow that, less is best!

What I learned? Go simpler.
























Now, my attempt at Fondant! For my Dad's birthday I asked him what he wanted for his birthday cake. He said he wanted a crossword puzzle and that is what he got! Mike and I had so much fun doing this cake. He was rolling fondant balls and making the squares for the puzzle. The cake was delicious and my Dad was really happy.


What I learned? I did learn that fondant wasn't that hard to do, but it really doesn't taste that good.




















We made these cupcakes for cousin Danny. It was his birthday on the same day as my Dad's. Sam helped with the chocolate designs so they would match the plate. She did have fun and it was nice having her around the house.



What I learned? Have Sam around so she can create too! She has an eye for things and it is fun to watch!























Here is one of Sam's creations!



I love it because it reminds me of her...


pink, sweet and always embracing life!




More to come!

The little princess

Here are some updated photos of Riley.

What a cutie and we are still having fun with her even though we can't have her outside at all!!! Parvo is really bad in Lodi. says the vet. So...three more weeks in the house on the pee pads.

The new puppy

Introducing, Riley! Our new little teacup Chihuahua. She is 1lb, 5 ozs and adorable. So sweet and lovable. We find that all we do is giggle and smile when she is around.

Progress

It has been 187 days since Mike's accident at The Rose's camp out! His wrist is healing nicely but he had to have surgery to repair his rotator cuff.



The surgery for the shoulder went really well but the recovery was extremely difficult. I couldn't believe how much pain Mike was going through. It was unbearable for him and stressful to watch. He couldn't sleep or sit still for even a minute!! After a few days of misery, I couldn't take it anymore and I called the doctor crying and demanding we get a stronger medication. It worked, he was given Darvocet!! Yippee, now we can both rest....I gave him the dosage and watched him drift into la la land. Ahhhhhh!

After a couple of months he has finally been able to sleep for a full night in bed. His therapy sessions proved that he was a man to be reckoned with and that he was strong and could take it.....he was at 70% mobility. The only thing he can't do which is what he worried about from the VERY FIRST DAY, was being able to wipe...HA!






Okay, we had to get a treadmill!! 187 days of laying around causes havoc to the body and belly. We are both excited and ready to get in shape (Oh geez, I need a prayer)! We have stopped drinking alcohol and are eating healthy, which is a great start.





We will keep you posted on the progress..... I will not, however, show pictures or give out our weight :)

Revelation

I realize that I don't finish anything I start. I have so many ideas and they never get to the point of fruition! I found a blog today that did make me feel better about "my problem" though.




Just a bit of the blog that struck me:




Part of the time it's just due to having good intentions and lacking the resources or talent necessary to finish. Rather than do a poor job and admit defeat, I'd rather just allow the project to collect dust. Rather than admit I will never have the money, I prefer to keep hoping.




I do believe this. I do believe I have several assets, I am creative and I have many ideas (too many), I just lack the funds and possibly time to make it all happen. For instance; being a clown, making balloon animals, creating greeting cards, cake decorating, party planning, painting the shed like the seven dwarfs house, painting rolling waves on my bathroom wall, making a redwood arbor to cover our BBQ and then planting wysteria to grow over it, painting my patio floor, hanging curtains on the patio to create a gazebo spa effect, tearing down the small fence in the front yard and then using that wood to create a fence for the garden, Oh, and plant a garden, create and build a studio in the garage.... Now, these are all fun things to do, right?. Well, I think so!




I do finish things sometimes, like.......uh oh!..........planting flowers in the front yard, cleaning out the junk drawer, going through my closet and getting the fat clothes out for Goodwill, sorting socks, looking for a new cowgirl shirt (too expensive to buy), buying a "love glove" (not what you think) to take the cat and dog hair off the animals!!! Oh geez, these are so boring but it is my life.




Today, I set my sites on writing a book. Can you believe that? Well, I Googled "How to write a Book" and it was all over after that. I chose the topic of "How to Write a Book in 60 days" , clicked on the site it said; "Oops, the link appears to be broken!".



There you have it and me in a nut shell!

The Boulders trip

The practices for the annual Boulders trip for the Rose's Annual Family Reunion started late this year. We had many additions to the band, including two new singers and a new guitar player; Craig, Sonnie and Marty respectively. The first meeting went well with establishing our new songs and thanks to Ron, creating a spreadsheet to follow along.

The first practice was not so good....It's difficult to get so many personalities together, especially musicians. Trust me, I live with one and when the guitar goes on the shoulder they turn into a different person.

Well, me, Mike and the kids arrived at the campsite on Thursday. It was exciting to get "Dori" (the trailer) hooked up and loaded with goodies. That night we BBQ'd some Oysters for Steve and Donna. Sam and Spencer enjoyed the river to themselves and seemed to be having a good time. It was peaceful and we looked forward to the festivities ahead.

Friday the rest of our band members arrived and it was blazing hot. We did our best to keep cool by swimming in the river and drinking plenty of water, and whatever else we could get our hands on! That night the band got together for a trial run! Well, it was awesome. The band was having fun and so were the guests that had arrived that day. Donna and Steve were excited and so were we.

Saturday came and after the breakfast was done, we were ready to start the party! Mike and I went to the river with all the other family members and friends. We had Mojitos, Margaritas and lots of laughs...until I heard Mike say "Oh, that's broken!" "Yah, that's broken!". I turned to find him holding up his arm, it was contorted in a way that let you know what was happening without saying a word. Within minutes we were out of the water and looking for something. Thinking back now, I remember looking around but for the life of me I can't remember what I was looking for, it could have been shoes, a towel, or our stuff. Anyway, just at that moment Craig flew out of the water and was at Mike's side. He instructed us that Mike would be going into shock and not to panic. We don't remember walking up the hill to the car, we don't remember Craig putting on the sling (we think it was made from the lining of his swimsuit) and packing Mike in ice. The only thing Mike did remember was the Vicodin that Sonnie handed him. I had retrieved dry clean clothes for myself, but somehow forgot Mike's. I also took off my sandals.

My Mom drove (in her bathing suit) and we arrived at the Sutter Hospital emergency room, after passing it and making a U-turn. From that moment on you would never have imagined that an experience like this would be a God send, but it was. The hospital emergency room was practically empty. We were in a room within a half hour. I sent my Mom back to camp to watch after the kids, I also didn't want her to have to hang out in her bathing suit. All was quiet and calm. The nurse gave Mike some dry clothes; a t-shirt which I believe may have been left over from the Sutter Hospital employee BBQ and cut off sweat shorts. Mike was warm and comfortable. Oh, I didn't have any shoes and my feet and pretty red toenails were disgusting! You see what us girls worry!

The report came in after the x-ray....Well, let's keep in mind that I kept telling myself that it's just dislocated. It's not going to be that bad and we can go back to camp with a cast and enjoy the night and the music together. Me and my big ears and knack for being nosey led me to listen in on the conversations of the Nurse and Nurse Practitioner. I still didn't want to believe what they were saying but I finally realized that we weren't going back to camp! For some reason, I still felt a sense of peace. It's weird! So within a few hours of arriving at the hospital, the decision was made to have surgery the next morning. Mike was given a room upstairs and within ten minutes, he had a hot meal delivered to his bedside. I need to also mention that his nurses name was Sandi Miller!!!!! Mom came to pick me up and I was faced with packing up the camp, the kids and heading down to the hospital the next morning. It was tough but I did it. Oh, let's not even mention the drama going on within the camp! It was a tearful, stressful time at the camp and I couldn't wait to get the surgery over with, get my kids and Mike home safe and sound.

The surgery day arrived and I was up all night and finally got up at around 5:00am and began to pack. Mom got up and helped and then around 7:00am, I had the kids get up and eat. We had to leave "Dori" (the trailer) and Mike's truck along with the camping gear, whaaa! We arrived at the hospital just in time for Mike to be wheeled into surgery, the kids, my Mom and I kissed him and told him we loved him. Thank the Lord for my Mom who drove the kids home while I waited for Mike. Now, let's talk about this hospital, the doctor and the waiting room...... I was sent to wait in a room that resembled a hotel lobby. The lights were dimly lit, soft music was playing, the chairs were leather and I was alone. It was quiet and soothing. I decided to make the necessary phone calls; my best friend, Mike's family and Mike's work, in that order. As I was on the phone, Mike's surgeon appeared from one the doors marked "authorized personnel" to let me know to set my internal clock at an hour and a half from now, he was starting the surgery. Okay, he could have sent a nurse, or an underling to let me know this but he came to tell me himself.. Wow, I was impressed and I felt special. The surgery went as scheduled, I was escorted to the recovery room by the doctor HIMSELF, where Mike was alone with his recovery room nurse. Special treatment I'd say! The recovery room nurse was awesome and very interesting. We talked about her upcoming trip to Alaska on a Caravan. The Caravan has a leader and schedules and side trips you sign up for like; Salmon fishing and stuff. She told me about the time she was faced with a Grizzly Bear! Now all the while we were talking I kept looking at Mike, he wasn't breathing!! Crap! So I would go over and say "Mike, breathe!! Finally, he woke up enough to know where he was and to go the bathroom. But, little did he know he had already gone in his drawers! They didn't give him a catheter during surgery and he was still wearing his Sutter Hospital T-shirt and shorts!!! Funny!

We are home now and faced with eight weeks off of work. Mike doesn't know what to do with himself. He can't play the guitar to write music, he doesn't want to drink and he can't use his right arm! For now, he will have to learn that there are other things in life that are fun. Hey, like weeding and watering, like laundry and cleaning the toilet. All these things you can do with one hand, right? I have hope for him!

Please give him a call and let him know you are thinking of him!

Christmas Time is Here

The Holidays are only a few days away now. The last minute shopping will happen this weekend. The schedules, post-its and shopping advertisements cover the counter tops! The chocolate chips and sugar cookie decorations are ready and waiting. This year we have had many blessings!

The biggest is of course our new home. A place to hang our hats! Most of you have been to our house and know that it is perfect for us. It's warm and cozy and just the right size for our little family. Well, the pets are another thing! We realize though how fortunate we are to have this place, to have each other. I'll have to admit that the holidays have come really fast this year. We all say that every year, but it feels like it now.

The great delight is that I have the week of Christmas and the week after as a work holiday. I only had to take two days vacation and that is SWEET! Mike will also have the two weeks off but it is because he get laid off work during that time. Not to worry though, we will be okay because of his vacation and holiday pay. Our Family Christmas will be at UJ's this year. I like that idea because now Mike and I and the others who have helped over the years, don't have to work! Mom won't have to bring her Nutcrackers, Garland and table cloths either. We can now walk in, take our seat, eat and order a glass of wine and play games. Sam is looking forward to showing off her new Christmas outfit and Jennifer Aniston hair! It's all about the dress and hair!! I learned this after Pig Skin. Well, of course Mom (Sandy) hasn't bought anything for herself to wear this year. It may be that I am too fat now. Which sucks because I can't ever remember being fat, only when I had Sam but that doesn't count.Mike, Randy, Ron and I will be performing Christmas carols at Emanuel Lutheran on Christmas Eve.

It felt really good to be back at Church but we still miss Pastor Bill. Our practice went really well, after a few outbursts from Mike but not too bad. I thought my voice held up pretty good after a year of not using the singing vocals chords!! If you want to come and share the moment on this joyous occasions, please feel free.

Well, we are looking forward to a peaceful new year! We pray for our children and families. We pray we always keep God close to our hearts! We pray for our troops and our President that our future may be brighter, One Nation, Under God.Peace to all and many blessings,Our love to you at Christmas, Mike, Sandy, Samantha and Jaden

Winter is Here

Time sure flys by during the holiday season and comes to a screeching halt in the Winter. Oh, the cold and the wet. Don't get me started on daylight savings time, when you go to work in the dark and go home in the dark. I guess that is why God gave us Spring, to make us forget the cold, the rain and the snow. Springs just happens to be my favorite season. The smells, the bugs, the colors that are all the glorious testiment to God's creations.

Well, back to the winter festivities.The big news is that Samantha turned 16 in January. Now, she loves the cold and the snow. Infact, I took her and three of her friends to a cabin in Arnold, California. They partied on and played in the snow for hours. It was a really fun weekend. To top it off for me, my bestest buddy, Trisha, came to help and enjoy the beautiful sites. The weekend was too short but filled with many memories for Sam.The sledding was so fun to watch and they had a blast...The party continued at the cabin with Sam's favorite meal of Polska Kelbasa, Mashed Potatoes and Corn. The girls made the cake and everyone signed it.

Back at Home - Mike and I are loving the new house and enjoying the weekend projects. However, I'm still training my musician husband on how to use a drill (my Christmas gift this year). He'll get there but we'll have to see how many stripped screws and chewed up walls it will take before we can feel safe with him and a power tool in the house.

Update on my Dad - He is recovering so well! I'm sure it has to do with the loving hands of his beautiful nurse and my Mother!!! Life seems to be getting back to normal for them and it feels so comforting to know that. I'll have to tell you that my Dad asked me to give him a haircut! Can you believe it? I was so scared because if you know my Dad, his hair has been the same style since he was born. To top it off, he wanted a mirror to look in while I was working. Whew! I made it through and he didn't look to bad but to tell you the truth I didn't want to cut off much. My Mom kept telling me, just cut it! It will be fine! Eghads!!

Time to get back to life..I will write again soon and let you know how the projects are going. Next up, making a platform bed and vanity for Samantha's room. Wish us luck. Until then, God Bless!!