Contributor
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4 Messages
Bait and switch on contract
SO... here we go a bait and switch issue with ATT Uverse. I was with Dish and decided to explore the ATT option. I was promised IN WRITING that I could have 4 TV’s on HD and watch all four TV’s in HD mode, and/or record multiple HD shows while watching HD TV. I was very explicit “in writing” to ensure the definitions were very clear. SO I made the leap. Now I have 4 TV hooked up but can ONLY watch 2 HD services at a time or record 1 HD service while watching 1HD show. All other shows have to be in SD…
This is NOT what I was promised and enticed with to leave DISH. Heck now I have a worse postion on service than I had with DISH for a similar cost?????
When discussing with , now 7 different reps I get the following;
- The sales rep and the technical rep do not interact so the sales rep would not have known that you are too far away from the connect ion to have 4HD TV. – And why is that my concern.
- We can disconnect HD service altogether – Hello?????
- And finally the ultimate answer – well you could always disconnect from ATT and go elsewhere. _ What the heck, I paid 300$ to disconnect from Dish because ATT promised me a great setup, now I am being told to disconnect from ATT because they can’t or won’t deliver on their agreement.????
NO I am stuck in no mans land, and it is because of a Bait and Switch offered by ATT…. Heck I was not even asking for a price reduction on my account, I was willing to accept my Fate of being too far away to have 4 HD and succumb to 2HD, but being offered no alternatives but to drop HD or drop ATT seems a bit like “WHO GIVES A DARN customer service” or “ ATT is to big to fail”
lobos88
Contributor
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4 Messages
10 years ago
A guess???? In these times of instant information and complete details... a Guess????
I appreciate all the technical jargon and I appreciate the efforts that have been made to correct the situation. But after weeks of effort and 14 different phone calls and over 20 hours of effort on my part the issue is better but not resolved. Also PLEASE note I am STILL an ATT customer even after all this ridiculous stuff, I just hope ATT appreciates that in some form or fashion.
However - a sales person made a promise and that promise was a binding contract - to which I signed onto and am paying for in return for said services.
Now I am being told it is a "guess", well i "guess" he was wrong and I " guess" I am one of those few in that small portion. But that does to matter when I "Guess" i have to pay my bill to ATT or they "WILL" come after me for not keeping up my end of the contract.
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MicCheck
ACE - Expert
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605 Messages
10 years ago
You recognize your service will be 2HD, but you're upset you weren't given alternatives other than dropping HD (which I agree is a strange suggestion) or drop AT&T?
What other alternative would you have liked?
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lobos88
Contributor
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4 Messages
10 years ago
Well let’s start by stating that an option that starts with “ you can always leave”, seems to be extreme in regards to customer service.
Do I have the option to recover the costs of cancelling my other contracts to switch to ATT??? NOPE those were denied… so I paid to cancel a contract to move to ATT based on an offer of services that are not being met and now that I am under contract they offer for me to be able to leave… with no recovery of damages for the bait and switch set up?
As stated I am too deep into this now to leave, and frankly speaking I really don’t want to…
Thus an offer to “make it right” would have been much more conducive to a valuable conversation. I know the customer is NOT always right nor am I insisting that I am. But I was not happy about the promise / offer and then resulting charges for full service when I only get part of the service. So an offer to remove the charges - AND the partial service – was not a fair solution to the issue, nor was “you can always leave”.
A few options:
Remove the HD fee – not the service until the FULL service as promised can be delivered.
Provide an alternative service in lieu of the missing service to offset the costs of a service not offered but still required to be billed.
Put in a diligent attempt to resolve the service issue – AS was done after 3 more calls to management – OOOOHHHH!!! Imagine that they could make it better with simply talking the right folks to get the right things done. Versus taking the short and easy answer route – NO – nothing we can do…. I now have 3 HD service – not 4 but a 50% improvement over what I had.
And finally in that same discussion I was offered a simple program change / upgrade at no cost for 3 months to partially adjust for the costs – which in the end costs nothing to offer or provide. And may actually end up in a upgrade sale in the future should I like the service and want to retain it going forward.
At least a few folks in ATT have their business hat on….Just wish I did not have to spend so much time to get to such a position.
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mibrnsurg
Expert
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4.3K Messages
10 years ago
Here's why they have to guess:
There is absolutely no way for sales or tech to know whether you get 4, 3 or 2 HD service or no service at all until the tech comes and checks at the NID.
The problem arises since they know where the VRAD is, they have to estimate distance from the crossbox/VRAD without knowing exactly where the crossbox/VRAD fell in your original line length.
So they estimate who can get Uverse by this Some can get a 55M profile, many get the 32M profile, some get the 25M profile, very few get 19M profile, some get pair bonded service, some can't get any Uverse and others who were not estimated are found that they can get Uverse.
Others who can not get VDSL 2 service are offered ADSL 2+ upto a 25M profile and 18M internet/Uvoice service, based on distance. 😉
Chris
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Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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