09-28-2012 06:59:57 PM
So I decided to tell Cox Cable to take a hike after I saw the deal for small business with ATT. $40 per month and they'll provide your modem for fre
So they send me my modem and I do the self install. They are supposed to turn the service on in the afternoon. I take off work when the tech calls and says he headed my way. I get to the house and there's a notice from another tech that came by that morning. Plug in my modem - no service. So the guy that called me and said he was coming out shows up (on time) and gets the service set up - something wasn't plugged in, turned on, attached at the pole. So I'm up and running.
Everything pretty mich is fine until I get my bill. I new about the monthly service, new about the set up fee - but WHOA they're charging me for my modem and delivery charge. I call the 800 number and talk to a pleasant enough rep who tells me no less than 3 times that ATT would never give away the modem for free. Never, no way, no how. After 15 - 20 minutes she checks the notes and guess what - they are giving me a free modem but they "forgot" to apply the rebate. She sends me a notice taht I'm getting my rebate and it would show up on the next bill. Go ahead and pay an extra 115 bucks and they'll credit me and everything will be just fine.
NO WAY - you know you are going to reduce my bill - reduce it and I'll pay you what I freaking owe you. So I get my second bill and guess what? The Credit isn't on the bill, I have a past due bill, amount and they are threatening to disconnect if I don't pay up.
Never mind that they still haven't credit my account - just pay up.
The website for ATT is horrible to navigate. When I went to ATT.net or .com it said "login" it doesn't matter if you're logging into your personal or business account - one sign it fits all. So I log in only to get a message that says "you're a business customer - we're transferring you to the business side to log in" and I have to log in all over again.
They must HATE sending paper statements because I have to tell the that I like my paper statements - keep sending them.
I have already decided that I will do my year and then I"m out of here.
I hate Cox but at least they know how to bill me correctly each month.
10-03-2012 02:11:00 PM
Hello robertt202. I would like to get you some direct assistance to help rectify this issue. I am sincerely sorry for what you have experienced so far, but I know an apology is not what you are looking for at this point.
I will send you a private message (see blue envelope, top right side of your screen) with details on some additional information I will need to escalate this for you.
After I escalate, you will be contacted directly to help get this resolved once and for all.
I hope to hear back from you soon. ~Delia
Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
11-02-2012 11:58:55 AM
Ok I was very pointed in my frustrations with AT&T so I have to post a follow up to let everyone know how it's going.
The credit for the modem/shipping made it to my bill.
I very please lady called and said that they would work on addressing the issues that I had.
In addition to the credit for the modem I DID receive a credit for the late charge and interest on the late charge that was due to the modem/shipping charge.
I have had several phone calls from the executive offices as well as the billing office to make sure my issues were resolved.
I would like to offer one suggestion and that would be that one person be given the access/authority to handle the issues/answer questions and not have to have one person for the credit, one person for the late charge/interest, one person to answer when my year is up. This would speed up the customer's resolution and no doubt would save AT&T money as well.
No, I'm not trying to get a job - although I could be coaxed
The people that I spoke with were knowledgable and helpful and I have not doubt they wanted to get the job done.
Well done AT&T - I may be here longer than a year, after all.