Contributor
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3 Messages
Refer a friend Woes
Hello,
I hope no one has to go through what we are going through with this 'online only' program; signed up 2 mo ago, expecting $75 for 3 services referred. 4 hours of phone calls so far in the past 5 d, (at least 15 ATT names collected who declined being able to help), absolutely no person to talk us through the problem (which we can't deciper from the email denial's wording). Keep getting told it is 'strictly online'-???there is no human who generates these answers and administrates this to help us get the reward???
Best clue we have (from an impersonal email) is that there is a profile duplication as a result of ATT's changing the process between a referral in 2010 and the most recent 2014 referral- but we don't know how to rectify, expect ATT would have to help us fix something.
Been handed off to Rewards program x5, Web assistance ctr, retention dept a few x, and billing, with everyone profusely apologizing and saying they understand frunstration, but nothing can be done. Last suggestion made from web assistance was to write a letter-as if we are not already so far removed from personal assistance.
NO continuity of customer care, every dept. insists the next dept. will be able to resolve, only to be handed off the next time. Apologies and sympathies are disengenuous; creates every reason to go to another provider...unless anyone has been there and done this and can suggest something else.
Anyone in a position of authority to help resolve this sad state of affairs? ?Corporate???
any help appreciated-
mibrnsurg
Expert
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4.3K Messages
10 years ago
@gttobkdngme Contact ATT Customer Care on the link in my signature.
Send them a private message, on this link, and they should be able to give the help needed to solve your refer a friend problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.
This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done and gone above and beyond for me.
Include your account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉
Chris
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gttobkdngme
Contributor
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3 Messages
10 years ago
providers.
Much appreciated -
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
AT&T contracts out much of the Refer A Friend program to a different company. AT&T's support has little information or impact on it.
When I have been contacted, by e-mail, by the Refer A Friend support group subsequent to filling out the form on the Referral Support web site, I was able to reply to those e-mails and I found the group quite helpful. I believe the page says it will take up to 48 hours for a reply. I found that you could almost set your watch by that 48 hours.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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gttobkdngme
Contributor
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3 Messages
10 years ago
Interesting, thank you-
This reminds me of the Wizard of Oz behind the curtain conjuring up
things (just my editorial comment).
I believe that support email is how my sister (who referred me) got the
original confusing email stating we didn't qualify for rewards because
*"*the product acct # you entered on your profile during registration was
already used to register for the program. You used your acct # to open your
first profile on *12/1/2010* (she referred our dad)* and created a second
(invalid) profile 12/19/2014. participants may register only one profile on
the program website. "*
She doesn't recall a first/ different/ profile from what she used for me
and she was told she had to create a profile when she referred me, so she
is stuck and we were rejected.
Sorry to ramble, and many thanks for the suggestion, we will give it one
more try...
ply Above This Line---
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
In your position, I think I'd tell them that you couldn't find the first profile and so set up a new one, and ask how their system let you create a second profile for the same account number in the first place. Ask what you should have done. Ask how you were supposed to do that. Ask them how you fix it now.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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los1614
Contributor
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1 Message
10 years ago
I am having same issues. refered two people over 4 months ago status has been on #4 forever. can't get anyone to reply to the problem via website and can't talk to no one. utterly rediculous.
poorest cust service i have ever experienced. You want me to pay my bill on time but can't pay me for referrals.
Carlos
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