Contributor
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2 Messages
Bait and Switch
I recently called AT&T about my wireless service to add more data. After speaking to the employee and adding another 5 gigs he asked me why I was not using Uverse service in my home. I explained that I used to have Uverse but the pricing kept going up and became too expensive. I now had Dish and was happy and was less expensive, I also told him what channels I had including HBO and Cinemax and paying around $120 per month.
Guy came back and said he could do $95 per month and I asked if this included HBO and Cinemax, he said it did. I asked how fast the internet was and it was at a much slower speed then I was getting with Charter. He came back and offered $110 per month with 75 MB internet download speed. This seemed like a good deal but did not want this for only 3 months. I asked how long the promotion was because I didn't feel like having to call every year to try and get my rate back down. He went back to the manager and said they can give me this price without any promotions and would keep as long as I have Uverse. I was sold.
I had my Uverse installed yesterday and when complete I did not have HBO or Cinemax and the paperwork said my bill would be $125 per month. I called today to speak with technical support and they tried to sell me a new package fro $195 per month to include HBO anc Cinemax, I explained the situation and the employee hung up on me. I called back and spoke to someone else and they were no help. I called again to speak to sells department and they said the deal I'm talking about does not exist and they cant give it to me. They have no record or notes of what I as promosed and there isn't anything they can do. They tried to offer me another promotion to make up for ut but not close to the deal I was promised.
I'm sure my original conversation was recorded but does not seem to matter. Promise the world to get me back to Uverse then lie and bait and switch once it is installed. I am extremely disappointed in the ethical behavior of AT&T.
Jeffster
ACE - Professor
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411 Messages
10 years ago
You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.
To check for their reply, click the little blue envelope.
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
If a sales rep representing AT&T offers you something that is not a standard AT&T offering, AT&T will not honor that offer.
If you called your local car dealer and a disgruntled employee on his way out the door made you a super deal for 50% off on a new luxury car, then showed up at the dealer for that offer, do you really think you're going to get that price?
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sadtobeliedto
Contributor
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2 Messages
10 years ago
So you are telling me that I can call AT&T about my cell phone, get convinced to switch from Dish to Uverse because of the better deal he is offering, confirm several times what I am getting on a recorded phone call, get the service installed, and then just have to take whatever deal they give me because he gave me something that wasn't standard?
Your analogy is rediculous about the car dealer. There are checks and balances in place to keep that from happening. No way I could buy a car and get it home after signing all the paper work then start getting my monthly bill that was higher than I agreed to.
I would understand if I got a phone call to confirm my order with the details and rate before installation and I had a chance to stop the process because it was not what I was promised. I didn't find out I had been screwed until my Dish was uninstalled and Uverse was up and running.
Try again JefferMC and think a little harder next time before you start typing.
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ReflectionX
Tutor
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9 Messages
10 years ago
JefferMC: actually sadtobeliedto is right here. **** Your car example isn't applicable ***, but contracts for services - like Uverse - need not be in writing. Accepting a sales rep's offer of a specific service for a specific price legally constitutes a verbal contract.
This is textbook bait and switching.
[Edited to comply with Guidelines]
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
Per the Community Guidelines, we cannot have discussions on legal issues.
Suffice it to say that a minimum wage call center employee cannot commit AT&T to a binding legal agreement.
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ReflectionX
Tutor
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9 Messages
10 years ago
That's not true - but that's a legal issue, so I'll just leave the term "indicia of authority" for anyone curious.
In any case, this isn't fundamentally about a legal matter - this is about doing the right thing and following through with what you said you'd do.
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acasper1979
Tutor
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4 Messages
10 years ago
Same experience. I wouldn't hold your breath with ATT getting back to you. I was told numerous times that I would hear back from them. Still no calls. Must be something wrong with their phones. I hope they don't have to deal with their own tech support or it will never get fixed.
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
The group answering the PMs at
Customer Service link has been very good at responding within two days. If you send them a PM and haven't heard back from them after two business days, you could PM one of the Community Managers to ask why you haven't, or post back here and normally someone here will run it down.
The call centers don't appear to have phone lines that go out. I don't much have a problem with that except that they tell you they're going to call back when they don't.
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Dreams
Contributor
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2 Messages
9 years ago
File a complaint w/ your Atty General's office.
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