What Does a Customer Deserve?

remember-customer-service-yeah-were-not-gonna-do-that-anymore-thumbI have a bit of a situation. In the greater scheme of things, it’s truly a first-world problem, but I figure you might have some interesting ideas about it.

I went the my local AT&T store last week to buy a new iPhone and renew my service plan. I was there for about an hour, and during that time I was given a few different options for payment plans. I chose one that was about $65 a month.

Today I got my bill from AT&T. There were a few standard one-time charges along with a bit of a surprise: The plan I selected was actually $80 a month, not $65 as I signed up for.

So I called AT&T to sort out the issue. I won’t go into the details, but the end result is that the store made a mistake and it can be fixed, but not over the phone. I have to go back to the store.

Just like anyone else, my time is money. Granted, it’s certainly worth my time to go to the store to save $15/month over the next 2-3 years. But at the same time, I have a bit of a chip on my shoulder now. This store is going to end up wasting over an hour of my time because they didn’t do their job correctly.

Does the store owe me something for this? Is it fair for me to ask for and expect something in return? How should I approach this?

Again, this isn’t a huge deal, and I’ll probably treat myself to a Slurpee during the outing and feel like I won. But I’m wondering what you would do in this situation, or what you’ve done in the past when a store makes a mistake that requires you to use your precious time to return to the store for them to fix the mistake.