installation fee not FREE! Lied to!

[thomasr1950]

i ordered UVerse internet & home phone thru chat this past weekend. The rep. told me installation was free & equipment was $100 but i would get a $100 gift card. Now i find out installation is not fee. ATT won't waive the fee but i have a copy of the chat session. I called & talked with a rep. it didn't do any good. I waited 20 min. for his Supervisor to come on the phone, never got him. I need someone from ATT to assist me in this. Who can i call or email?

[gregzoll_1]

Have you tried contacting customer care regarding this? If you cannot get through the phone, you can contact someone at http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

[thomasr1950]

Thanks, i emailed them after getting your msg. I did call customer care & was told install was $149. I even emailed the transcript of the chat, didn't do anygood. I ask for a Sup. never got one. I can't believe ATT won't stand behind what their rep told me.

[gregzoll_1]

If it was a sales person, majority are contractors. As for the CSR, they could have misunderstood and was reading from the wrong script. They are usually good in making good on keeping customers, especially if you are coming from the competition like Comcast.

When I signed up two years ago, we had CC, and ATT was doing everything to grab those customers, and it worked, because at least 65% of my town now has ATT in one form or another.

[thomasr1950]

Due to my work hours i could not call. Email replies say no free install, or wait until my bill comes in & let ATT know if install was charged. I told them no. I don't trust ATT since i can't get a straight answer. I'm ready to cancel my order.

[thomasr1950]

Still getting the runaround from ATT. Noone will confirm it's free. Unable to reach a mgr.

[dawood121]

I was told almost the same thing, that my install would cost $49 and a monthly promo rate of $100. I just got a bill for $232 !!

[thomasr1950]

Did you get it resolved? If so how? I'm tired. of. the runaround.

[gregzoll_1]

If you never contact the company, there is nothing they can do for you. They are not mind readers after all.

[RCSMG ACE - Master]

Send a private message to Customer Care if you unable to call them.  This is probably more effective than calling them anyway.  They will reply to you via PM as well so watch the little blue envelope near the upper right hand of the forum page for notification.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[thomasr1950]

Are you trying to say i didn't contact them? I have numerous emails where i contacted them. I get a different answer to each email. I keep trying to get in touch with a mgr., they tell me they won't be in till Mon. or i get put on hold, mgr. never comes to the phone. Would you like me to post the emails? I will, no problem.

[gregzoll_1]

No one ever stated that you never attempted to contact them. We are just replying to your comment that you feel that you are getting the runaround, which makes those of us that replied, that you have not made too much of an attempt to contact them to get it resolved.

I have never had a problem getting stuff reaolved. It may take a couple of weeks to have someone contact you, but the Resolution team gets their job done.

[thomasr1950]

My first post i stated i called & emailed. So i did contact them. Different answers each time.

[RCSMG ACE - Master]

That is why I suggested you send Customer Care a PM (Personal Kessage).  You will be contacting a team who will get the issue resoled for you.  A PM is not an email.  You will get notification of the PM via the blue envelope on the forum page.

[thomasr1950]

i did that earlier this week.

[RCSMG ACE - Master]

Did they contact you yet?  You can send Jamileh a PM she is an AT&T Community Manager on the forum.  She will get you to the right dept to get you an accurate answer for this issue.

http://forums.wireless.att.com/t5/user/viewprofilepage/user-id/2548143

[gregzoll_1]

With the holiday week, and some that will/may be on vacation till the first, it can take until they get back to contact you.

[oufanindallas]

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thomasr1950 wrote:
Are you trying to say i didn't contact them? I have numerous emails where i contacted them. I get a different answer to each email. I keep trying to get in touch with a mgr., they tell me they won't be in till Mon. or i get put on hold, mgr. never comes to the phone. Would you like me to post the emails? I will, no problem.

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Who did you email? 

Did you send a PM Customer Care or were you emailing someone random?  There is a big difference.

[thomasr1950]

I sent a pm as well as emailing customer care. Do you have a specific email address?

[oufanindallas]

There is no specific email for customer service.  If you have sent a PM to Customer care and haven't heard anything back, send a PM to Jam,  she is a community manger that can light a fire under someone and get your issue resolved.

[thomasr1950]

I was told ATT would not support these devices. Sony keeps saying it's a network issue. How do i know?

[oufanindallas]

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thomasr1950 wrote:
I was told ATT would not support these devices. Sony keeps saying it's a network issue. How do i know?

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Ok, now I'm confused? You have gone from installation fees to supporting something from Sony?  Did you ever get your installation issues resolved?  If you have not heard from Customer Care, did you send a PM to Jam as I suggested?

[thomasr1950]

Yes, ATT called & told my wife they are issuing a credit. The dvd player neither Sony or ATT could determine what issue was. ATT said my network was fine. Sony was saying it's the network but could not explain why other devices would connect. I took the player back to BB got a new one & it worked. Perhaps somehow a setting got messed up. I know i had all the #'s written down, use the same #'s on the new player, it connected. I was tired of the blame game.

[RCSMG ACE - Master]

Itis possible that the DVD player was defective.  Glad you got ti worked out, enjoy.