$100 Rebate Offered - Only $50 Rebate Paid - Told Complaint Department is Rebate Department?????

[bcgrimes]

OK, called Uverse to inquire about internet service.  I was told monthly service options and that required Gateway would cost $149 one time fee, but a $100 rebate was given after 30 days service.  After 30 days I called ATT Rewards department to claim rebate and they were very quick to say "So sorry, I know your frustration, but you only get a $50 rebate. Sorry you were misinformed".  Got supervisor on phone and received the exact same line.  They both seemed very well practiced at this phrase.  When I asked how to lodge a formal complaint I was told the only option was to leave complaint with them. This doesn't seem right.

Two questions:

1) Have others had this problem?

2) How can I resolve this?  I have been cheated.

BTW love the service.  Very pleased with Uverse as a first time user.

[oufanindallas]

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.  

To check for their reply, click the little blue envelope.

If after two business days you have not gotten a response, Send a PM to Alex. He or someone from his team will get in touch with you. Again keep in mind weekends.

To check for their reply, click the little blue envelope.

[JefferMC ACE - Wizard]

Just checking: did you subscribe to U300?

There are separate $25 rebates available from Showtime and Starz which you have to apply to them for.  AT&T has described them as a $50 rebate for U-300, I could see that being part of your $100.

[BigD-Germantown]

I was also told $100 and received $50 rebate letter today

[oufanindallas]

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.  

To check for their reply, click the little blue envelope.

If after two business days you have not gotten a response, Send a PM to Alex. He or someone from his team will get in touch with you. Again keep in mind weekends.

To check for their reply, click the little blue envelope.

[bcgrimes · Accepted solution]

After telling the supervisor I wanted to lodge a formal complaint, and sending an email to the escalation department at Customer Care ATT Customer Care I was sent an additional $50, bringing the total rebate to $100.  Which is what I was told would be the amount in the first place.

[aurora8090]

Same problem here. I got my rebate delaied for several times and I got it several days ago.  And then I was told I was misinformed and I have only $50 rebate in total. How can I misinformed by 2 representatives and their website!!!!!!!  So frustrating !!!!!!! 

[mask0425]

Hey, at least you got something, I signed up back in September.  Still NOTHING and nothing shows as pending or due me.  Keep getting runaround.  What's the phone number to Escalations Dept?  

Thnx in advance!

[ItsMichaelNotMi…]

I hate rebates, I usually won't buy anything based on rebates. But yeah, sometimes they say "rebate" and that's the only option.

IMO rebates are the biggest scam against consumers that businesses have going. Here in California corporate practices are so bad that the state passed laws regulating some aspects of rebate programs. No matter, corporations still cheat people, knowing that 99.9% of people they don't pay won't do anything about it. (Who has the time to chase down a $10 to $200 rebate. Corporations know that people will either forget about the rebate or complain then forget about the rebate.

And size does not matter. I have had Microsoft, T-Mobile, and MetroPCS cheat me out of $50, $50, and $100, respectively. And that's just the ones I remember off the top of my head.

[ATTCustomerCare]

Masker's,

Thanks for sending us a PM.  I have notified one of our Social Media Managers and they will be in contact with you soon.

Thanks –Ray, AT&T Social Media Manager 

[sdanville]

Four months ago The Dish Network promised me $50. for sign up. Never saw it.  Now My ATT Story.

When I cancelled my phone line , I did NOT want to give up my DSL but it was gone with out me canceling.

Then I was told no more DSL available. I was GrandFathered in. Now,  Only Uverse for $10 more a month. AND $150 install fee ( I self installed too ) and I need a new modem..

but $100.00 would be gifted back.

Well, I made several attempts online and on the phone to find the mystery $100.. No progress. I figured it was like the DishNetwork.  Say whatever to get me to commit.  The Rewards page asks for a 10 digit account number. My account is 9 digits.  Dead End there.

Every time I click ATT chat, I am referred to the Rewards people  open work days 9-5.

Another thing about the switch from DSL and Uverse...I did speed tests, this Uverse is the exact speed as my old DSL.  As far as I know its the same thing with $150 start up and another $120 a year.   There is my experience.  Easter Sunday I thought I would vent. Why has thou forsaken me ?

[mibrnsurg ACE - Geek]

Contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Send them a private message and they should be able to give the help needed to solve your problems. They are available M-F 7am-10pm CST. This is not the regular CS/TS people, but the social media people that know the people to contact to get things done.

Include your account#, email address and a good phone # (land or cell) and time to contact you on. Good luck

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[sdanville]

thanks Chris - i did the link and filled out a bunch more slots. soon this $100 reward will reward me less than minimum wage with the hours I have trying to get it.

[sdanville]

I wrote to ATT with the page you recommended.

No reply.

ATT wins.  I give up. They keep my money.

I will give up on getting my $100.00 reward. I never expected I would have the

ability to jump thru whatever hoops it took to get it...but I thought I would try for a few hours.

They cant just charge $50 for switching from DSL to UVERSE, they charge $150 then promise $100 back.

B O L O G N A.

[sdanville]

I figure I have 7 hours invested now.

Today I called ATT Rewards. the recording said high volume of calls , long wait period, suggest go

to web site. I spent hours on the web site, forget that.

With in 90 seconds A recording asked for my 9 digit account number.  PROGRESS...for weeks I was asked

for my ten digits that I did not have.

Seconds Later, Brenda answered and verified my address and said expect the $100 visa gift in 4 weeks.

She added - customers must contact ATT get it.They are not automatic. I was explained that and have been working

for hours to contact them.  Hopes this helps someone .  their # is 800 288 9983.  select the equiptment rebate.

Good Luck.

Oh, and i checked on my bill today...conflicting messages...balance about $250.  $170 overdue...

enrolled in the auto payment program.   So I paid the over due part today.  I suspect I will still get charged

the bigger bill but will get a credit.  Gosh ATT ....cant live with you...cant live without you.

[oufanindallas]

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

To check for their reply, click the little blue envelope.

[doug125]

It's been an hour now that I've been online with two Sales representatives.  I was quoted a $74 monthly charge (plus) tax plus a $100 gift card for the the following services:

- Internet Elite

- U200

- HiDef, equipment, etc.

When I got towards the end of my online order, I noticed that I was being charged an additional $10 per month for hiDef.  I reminded the online rep about the price he quoted me, and dodged the question.   He did this on more than one occasion.  Then, I copied and pasted his quote into the chat screen, and he finally admitted it.  I asked him to honor his original quote, and he wouldn't  Then, I got online with a supervisor and was informed that there was nothing they would not provide me with the original quote.

The chat transcript is listed below.  Because of the 20,000 character limit, I had to delete the introductory comments.....  This has been an extremely frustrating and misleading experience.  

Doug B

[edited for privacy]

Nash L.: Doug, if you place the order with my link then you will get free installation, free activation, and $ 100 reward card.

Nash L.: Please left click here to start the order .

Nash L.: Were you able to access the new link provided?

Doug: Yes. However, I'd like to get my monthly bill down to $65.

Nash L.: I am sorry, the bundle price which I have quoted you that would be $ 74.00 . If you add U Family plan with 130 channels then your bundle price would be $ 65.00

Doug: Will the $74 include the wifi device? in other words, will I be charged a monthly rate for this device? Also, will I be charged additional for HiDef?

Nash L.: Everything would be included in bundle price .

Doug: If everything is included: Devices, HiDef, etc, then I will consider the deal

Nash L.: The wireless gateway allows connectivity to your U-verse connection wirelessly. The device will provide set-up of up to 4 devices using an Ethernet cord (i.e.. computers, printers, and gaming systems) in your home or up to ten total computers wirelessly.

Nash L.: Everything would be included in bundle price .

Doug: OK. SO it's 74 bucks with tax. No other fees?

Nash L.: Taxes and surcharges are regulated by the city and state where you live, and they normally run from 10% to 15% more of your monthly bill.

Nash L.: Tax would be always excluded with all plans.

Nash L.: There is no additional charges .

Doug: Ok. Is the best rate I can get? In other words, if I go online, will I find a cheaper rate?

Nash L.: I have provided you best bundle price . This is online offer if you place the link provided .

Doug: Sorry for so many questions. I've done my research with the other Carriers (Cox, Direct TV, etc.) I just want to be sure I know what I'm getting. These deals are all very confusing

Nash L.: This is called online deal if you place the order with my link.

Doug: Ok. Can you please send me the link.

Nash L.: Let me send you a link where you can start the order process.

Nash L.: Please left click here to start the order .

Nash L.: Please keep this chat window open. I’d be happy to guide you through the order until you successfully finish.

Doug: THat would be great. I'm going on now

Nash L.: Perfect! I will keep this chat window open to be available for questions as you complete your order.

Nash L.: You can skip the home phone service at the bottom by choosing "No thanks, I would like to order Internet, Digital TV, or Wireless service."

Nash L.: You can choose the AT&T Internet plan on the second page.

Doug: which internet service am I choosing. There are 8 different options?

Nash L.: Please select U-verse Elite without wifi device plan.

Nash L.: Great! You are doing perfect, please select "I do not want to order new AT&T Wireless service" on the next page and click continue.

Doug: If I cancel before the end of the year, what is the charge?

Nash L.: An early termination fee of up to $180 may apply if U-verse services are terminated before 12 months.  This fee is pro-rated based on the number of months left in the term agreement.

Nash L.: However you can move your services within contract and it would be free .

Nash L.: On the personalize page please select number of TV receiver as " 1 ".

Doug: I am at the HiDef option. It says that it costs $10 per month.

Nash L.: Yes, if you add HD services then you need to pay extra for $ 10.00 .

Nash L.: However, you can get standard box free along with package .

Doug: I asked this to you in the above if HiDef was more. You told me there were no additional costs?

Nash L.: HD feature is a optional .

Nash L.: You can make the bundle without HD as well .

Doug: That's a deal breaker.

Nash L.: If you don't add HD feature then also you will get bundle deal.

Doug: I went through this entire process, asked the questions, and was told it was 74 bucks.

Doug: plus taxes

Doug: Now, at the very end of the process, there's an additional $10 fee

Nash L.: That's a optional thing , Doug .

Doug: Well, I feel this was mis leading.

Doug: So, I'm not purchasing this from you.

Nash L.: If you add additional channels on the personalize page then your bundle price would be more high.

Nash L.: Not a problem, I respect your decision.

Doug: I'm not looking for additional channels. However, I want to be able to view the high def channels.

Nash L.: However, I did provide you all the required information.,

Doug: No you didn't. You didn't tell me that there would be an additional $10 charge? you said $74 bucks

Nash L.: Then you need to pay $ 10.00 additional . I did provide you bundle cost which also reflect on the website .

Nash L.: If you want optional thing then you need to always pay more .

Doug: You conveniently left out this information. I work in a direct response sales business, so I know the game.

Doug: You wasted my time.

Doug: At this point, it's not even about the money. It's about principle

Doug: Did I not mention Hi-Def above?

Nash L.: Doug, I am not giving you pressure to place the order . That would be your decision .

Nash L.: That's a optional thing .

Doug: You didn't answer my question. Did I not mention Hi-Def above?

Nash L.: You can get the services without HD services as well .

Nash L.: I am sorry, you did not mention HD services .

Doug: Nash, here is the exchange:

Doug: Doug: Will the $74 include the wifi device? in other words, will I be charged a monthly rate for this device? Also, will I be charged additional for HiDef? Nash L.: Everything would be included in bundle price . Doug: If everything is included: Devices, HiDef, etc, then I will consider the deal

Nash L.: You did mention " 1 TV " .

Doug: It's right there. YOu responded "Everything would be included in the bundle price."

Doug: How can you deny this? You wrote it. It's in the dialogue above.

Nash L.: Alright ! I am sorry, I did miss your next question . However, you did mention only "1 TV " in the first response.

Doug: Yes, one TV is all I want.

Nash L.: Yes, you are correct.

Nash L.: My apologize, Doug.

Doug: I don't want additional TVs.

Nash L.: Then your bundle price would be $ 84.00 with HD services . I did miss your second response in which you did mention HD services.

Nash L.: It's my mistake, Doug.

Nash L.: My apologize, please .

Doug: I got it. Thanks for acknowledging. I'd like to speak with a supervisor. I want the price that was originally quoted...or another option to offset this. It's a total of $120.

Nash L.: The total price would be $ 84.00 with the HD services .

Nash L.: You can also see the bundle price once you select the HD services .

Nash L.: Would you like to speak with supervisor ?

Doug: Again, I'd like to speak with a Supervisor

Nash L.: Sure, Please allow me a moment.

Please wait while I transfer the chat to Patrick J..

Hello and welcome to AT&T, my name is Patrick J.. I specialize in setting up new AT&T High Speed Internet. Please provide me with the complete address where you would like Internet service connected.

Patrick J.: Hello Doug! I am Patrick. I am the manager on the floor.

Doug: Hi Patrick. I've spent the past 35 minutes with Nash. He quoted me a price of $74 per month (plus tax) for Internet Elite and U200 TV. I specifically asked if there were any additional charges. Here is the dialogueDoug: Will the $74 include the wifi device? in other words, will I be charged a monthly rate for this device? Also, will I be charged additional for HiDef? Nash L.: Everything would be included in bundle price . Doug: If everything is included: Devices, HiDef, etc, then I will consider the deal

Doug: Nash stated that "everything would be included in the bundle price." At the very end of my order, I was informed that there is an additional $10 monthly charge for Hi-Def.

Doug: Nash initially denied this. I had to show him the dialogue, and he finally apologized.

Patrick J.: I see, that Nash first quoted the price of $74 per month inclusive of HD access by mistake and then corrected the price as $84 per month.

Patrick J.: Yes, there will be $10 per month for HD technology.

Patrick J.: The total bundle price with HD technology will be $84 per month.

Doug: Patrick: This is ridiculous. I asked twice, he quoted it, then denied it....If this the way you do business? I expect to be provided with the original quote.

Doug: Or, something else to offsite the price. For example, you could include an additional $100 gift card.

Patrick J.: Doug I do understand and Nash didn't read that you mentioned HD TV, therefore he quoted the price as $74 per month.

Patrick J.: However, the bundle price with HD fee will be $84 per month.

Doug: You guys wasted 40 minutes of my saturday afternoon.

Doug: I'll take this to a higher level within your Company.