I would not take AT&T or Comcast as an ideal of customer service. On the other hand, if you let them use the billing contact for tech support without correcting them like Dave says, then you are just rewarding and encouraging them to continue doing it. Same issue as people who somehow get your personal cellphone number and insist on calling that.
Can you put boilerplate on the bill with phone and email for support? Granted they are probably not even reading the bill, just clicking Reply on the email, but maybe if they don’t get a response they will work a little harder. You could put an autoresponder on your billing email address giving the correct contact information, but I suppose you might want to actually respond to billing inquiries to that address. I know lots of big companies have no-reply addresses and include in the body of the email (not the PDF attachment) instructions not to reply to that address. So for example the auto generated emails could come from [email protected] but you could have an email account [email protected] for actual billing inquiries and [email protected] for support. I know some billing or accounting systems make this difficult, they may insist that the invoices come from an address that accepts email, for credit card processing, IRS forms, etc. From: AF <[email protected]> On Behalf Of dave Sent: Monday, November 9, 2020 8:33 AM To: [email protected] Subject: Re: [AFMUG] Customers contacting technical support This is something we are currently struggling with. We are responding with please use our support email,visit our website or call our office to get a service tech scheduled or a call back for your account. On 11/9/20 8:26 AM, Nate Burke wrote: Our billing system sends out emails telling the customer that they successfully paid their bill. Increasingly, customers are just finding the last billing email, and replying to that with service problems. Usually with some vague single line reply like 'I Can't watch a movie' or 'Why is the internet slow' They don't even bother to change the subject line. I'm guessing Comcast or AT&T wouldn't respond to requests like this. Should I? What are your views on contacting technical support. Ignore them unless they go through the proper channels?
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