Did you get a new phone?

No new phone yet. Can't afford another one right now and so far AT&T is only offering to allow me to get another one at contract price early if I sign anoth 2 year contract. jamilah said I was offered several options from Chris, so I asked for those options to be put in writing here yesterday and now we are waiting for Chris to report what those were.

Basically I am in the same place. Getting poor customer service response time, vague references to options being offered, and still having the one option of signing up for two more years of same. Sadly the coverage is adaquite but that us where my positive of this company ends.

Open question to those on this site: how long should it take to post an offer made by a manager. Since I know I am already sensitive I want other opinions to ensure I am being reasonable. On 1/15/13 I spoke with Chris who, I am told, made several options available to me. On 1/16/13 around10:30am I asked to see what those were. At 2:30pm or 3pm I asked for an update. Here it is 1/17/13 at 3:30pm and still no update on the options I was offered. Again how long should it take for an offer made within company policy to be posted on their site?

Open question to those on this site: how long should it take to post an offer made by a manager. Since I know I am already sensitive I want other opinions to ensure I am being reasonable. On 1/15/13 I spoke with Chris who, I am told, made several options available to me. On 1/16/13 around10:30am I asked to see what those were. At 2:30pm or 3pm I asked for an update. Here it is 1/17/13 at 3:30pm and still no update on the options I was offered. Again how long should it take for an offer made within company policy to be posted on their site?
___________________________________________________________

1/18/13 4:55 pm. Still waiting.....

1/21/13 still waiting...
8777572525

It was 12:37 when I put in that I was still waiting on 1/21.

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nikoakni wrote:
Open question to those on this site: how long should it take to post an offer made by a manager. Since I know I am already sensitive I want other opinions to ensure I am being reasonable. On 1/15/13 I spoke with Chris who, I am told, made several options available to me. On 1/16/13 around10:30am I asked to see what those were. At 2:30pm or 3pm I asked for an update. Here it is 1/17/13 at 3:30pm and still no update on the options I was offered. Again how long should it take for an offer made within company policy to be posted on their site?
___________________________________________________________

1/18/13 4:55 pm. Still waiting.....

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I'm sorry if I wasn't clear. 

 

I am not posting any offers. I am letting Chris know that you are still looking for a resolution to this issue. 

 

I will not post any possible resolutions to your issue publicly because it involves your specific account. 

Thanks for the update.   I hope he calls because I am still interested  what the other offers were.  Also one of the offers that I keep getting is that my available date for contract renewal can be moved up.  Can you do that for me so if i decide to sign up I can go to walmart and the S3 for the  sale they have going.  

 

Thanks,

Keith

I sent you a private message (upper right, flashing envelope)

 

Will you please take a look at let me know how you'd like to proceed?

So for anyone who was or is following this as you can see from above Jamileh has gotten back to me.   Since she is respecting my confidentiality, which I do appreciate, I will post the options that I have been offered.   For me neither one of these work since option one is worse then option 2 and option 2 is the one I can't afford.

 

• Exception pricing = Standard pricing +$250/ w/two year contract
• Moving up his eligibility from April to now to get the standard pricing w/two year contract

Jamiliah did go on to say that they could not offer me anything other then what is in company policy, and as I stated many times, I was not asking for that.  I was just asking to see what the options are and now this is here for all to see.  I am assuming by now that if there were any options Jamiliah would have offered it just to get rid of me .  

 

So with AT&T for those hoping for help after having poor service, hardware issues, or reception issues here is what you will be offered.

Buy insurance and that will save you with AT&T? Completely not true...here's my TWO stories...

 

Had a galaxy skyrocket stolen. Went to the AT&T store in Mesquite, TX, to report the stolen phone and advised them I'd paid my $9.99 a month insurance. Got told they would disable the SIM on the old phone, but oh so sorry, the only way to get that replaced would be to buy an unlocked one for the FULL price of $699 OR to add a line to get the discounted phone sell price. Not one offer of pay the deductible and you get a replacement. So stupidly, I signed up for a third line because not having a phone at all obviously doesn't work.

 

Tried to cancel the third line later. I can do that but only if I pay $295, which is the cancellation rate for smartphones ($325 minus $10 a month you keep it). How the heck do I get a smartphone cancellation rate on a LINE that has not one device attached to it? I thought I'd get the $175 a month rate (minus $4 a month), which is their rate for non-smartphone cancellations. Nope, they want $295. And they won't budge. Sweet, a line with no device AT ALL attached to it, and I pay a smartphone cancellation rate.

 

Finally, my wife's Galaxy 2 is now failing to keep a charge. Bought AT&T's overpriced new battery at $49. Issue still goes on. The solution from the AT&T store. It must be because my wife is a fan of illegal or unsigned app downloads that are draining the battery (a brand NEW battery, mind you). Not that the device could POSSIBLY be a lemon? Nope, my wife and her downloads...Trouble is, I rebooted the device and did a factory wipe. what the heck do ya know? The drain still happens. No answer to that, but still with insurance, no replacement. AT&T does suck!

 

[word filter avoidance]

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hoosierdaddy68 wrote:

Buy insurance and that will save you with AT&T? Completely not true...here's my TWO stories...

 

Had a galaxy skyrocket stolen. Went to the AT&T store in Mesquite, TX, to report the stolen phone and advised them I'd paid my $9.99 a month insurance. Got told they would disable the SIM on the old phone, but oh so sorry, the only way to get that replaced would be to buy an unlocked one for the FULL price of $699 OR to add a line to get the discounted phone sell price. Not one offer of pay the deductible and you get a replacement. So stupidly, I signed up for a third line because not having a phone at all obviously doesn't work.

 

Tried to cancel the third line later. I can do that but only if I pay $295, which is the cancellation rate for smartphones ($325 minus $10 a month you keep it). How the heck do I get a smartphone cancellation rate on a LINE that has not one device attached to it? I thought I'd get the $175 a month rate (minus $4 a month), which is their rate for non-smartphone cancellations. Nope, they want $295. And they won't budge. Sweet, a line with no device AT ALL attached to it, and I pay a smartphone cancellation rate.

 

Finally, my wife's Galaxy 2 is now failing to keep a charge. Bought AT&T's overpriced new battery at $49. Issue still goes on. The solution from the AT&T store. It must be because my wife is a fan of illegal or unsigned app downloads that are draining the battery (a brand NEW battery, mind you). Not that the device could POSSIBLY be a lemon? Nope, my wife and her downloads...Trouble is, I rebooted the device and did a factory wipe. what the heck do ya know? The drain still happens. No answer to that, but still with insurance, no replacement. AT&T does suck!

 

[word filter avoidance]

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Item 1 - if you paid the 9.99 a month for the 3rd party asurion insurance you would file a claim with asurion - not ATT. Deducatable for a smartphone insurance claim with asurion is 199.00 - http://www.asurion.com/

 

Item 2 - was the line opened with a smartphone to upgrade another line? If the phone you upgraded on that line was a smartphone that is the basis for the ETF

 

Item 3 - if the phone is less then a year old call the US division of Samsung if the phone is out of warrenty and you have asurion insurance on it then follow the link in item 1 but not sure if the insurance covers that situation, chen the terms of service from asurion.

 

two out three appears to be asurion issues not att, the other sounds like the line in question had a smartphone subsidized on it, so the etf is the 325.00. ATT is only the collector of monthly fees for asurion, just like sprint and verizon, they have nothing to do with filing the claim, asurion is a duly licensed 3rd party insurance company just like the one you get car insurace or life insurance from

Buyer Beware.. At&t will tell you all the good but when it comes to backing it up with customer service .Forget About It!!!

 

I have been a loyal on time bill paying customer for 4 years and have all their services, but when I need help with warranty on a covered phone i waited over a week and was still expected to pay my normal bill. It seems they forgot my name... Customer.. 

 

I will be canceling all their services, phone, internet, Uverse,,I am going to no contract phone with unlimited everything. I don't travel so their service is fine where I live.Direct TV and cable are just fine as well.

 

So Long AT&T

Your Loss

 

 

I'm sorry that you had to wait a week for your replacement phone. 

 

I'd like to see how we can make this situation better. Will you please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you? 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

AT&T sucks big. And my mission for the next 2 years is to tell every single person about this and have them switch to anything else buy ATT. Hope that my experience with them can shine a light on how much they care about their return clients. No company ever treaded me the way ATT handled themselves today. Unbelievable and Unacceptable

I have paid my AT&T bill and AT&T has turned off my Cell phone I am angry that I need the account holder social securitey number to access my account.

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gana222 wrote:

I have paid my AT&T bill and AT&T has turned off my Cell phone I am angry that I need the account holder social securitey number to access my account.

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This is an important security measure and while I'm sorry it's causing you frustration, it is very important and useful in preventing fraudulent access. 

AT & T Sucks again., They never intend to do any fair business!! Once my contract period is over, I badly will move to a different carrier at "any cost"., 

 

I wanted to travel to India and wanted ATT to unlock my iphone which is under contract. I suggested that I can make a deposit of $800 (early termination cost) to get it unlocked now. As soon as I'm back from India in a month, I can get this same phone locked again and get back my deposit. Does it seem fair?? You could charge me a nominal fee for unlocking and locking back. If at all they intend to do any fair business, I guess they would agree. ATT SUCKS. ATT SUCKS.. ATT SUCKS

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rajagopalkc wrote:

AT & T Sucks again., They never intend to do any fair business!! Once my contract period is over, I badly will move to a different carrier at "any cost"., 

 

I wanted to travel to India and wanted ATT to unlock my iphone which is under contract. I suggested that I can make a deposit of $800 (early termination cost) to get it unlocked now. As soon as I'm back from India in a month, I can get this same phone locked again and get back my deposit. Does it seem fair?? You could charge me a nominal fee for unlocking and locking back. If at all they intend to do any fair business, I guess they would agree. ATT SUCKS. ATT SUCKS.. ATT SUCKS

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I'm sorry we're not able to accomodate your request but unfortunately, we cannot lock and unlock phones in that manner. 

I had to cancel AT&T service because I moved to Europe last week--outside the US, thus outside of AT&T's coverage--because my dad passed away over here.

 

The first time I spoke to AT&T, I mentioned my situation, they said they would waive the early termination fee because of my hardship circumstances. Note: I've spent thousands of dollars on international calls while I was an iPhone customer for over 5 years, and I consistently made timely payments.  For some reason, the next time I called AT&T they went back on their word, and stuck to their guns about the fee. I asked if I could send back their phone, but they refused. 

 

So yeah, I'll pay them their fee, but they left me with such a bad taste in my mouth, and their call-center staff betrayed their delight at burning me, that I'll never get AT&T again, and the same will apply to my entire family.

Amend that; 7 years.

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DavidPh wrote:

I had to cancel AT&T service because I moved to Europe last week--outside the US, thus outside of AT&T's coverage--because my dad passed away over here.

 

The first time I spoke to AT&T, I mentioned my situation, they said they would waive the early termination fee because of my hardship circumstances. Note: I've spent thousands of dollars on international calls while I was an iPhone customer for over 5 years, and I consistently made timely payments.  For some reason, the next time I called AT&T they went back on their word, and stuck to their guns about the fee. I asked if I could send back their phone, but they refused. 

 

So yeah, I'll pay them their fee, but they left me with such a bad taste in my mouth, and their call-center staff betrayed their delight at burning me, that I'll never get AT&T again, and the same will apply to my entire family.

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It is not general practice for a termination fee to be waived in any circumstances outside of the account terms, however, we'd be happy to take a look at the specifics of your situation. I'm sorry it's been a difficult one, and so very sorry to hear of your father's passing. Send us a Private Message at ATTCustomerCare with your account number and email address. One of our managers will contact you. 

Truly sorry I ever messed with these fools! Guess they made me the fool.

 

I'm seeking legal advice but wanted to warn others at the same time.

 

I've been a Verizon customer from the day I bought my first cell phone. In hindsight I never should've tried switching, and will never make this mistake again.

 

Near the end of December in 2011 I decided to make the switch to AT&T. After having done so It quickly became clear that this wasn't going to work. I couldn't get a signal at my house or at work rendering AT&T useless to me. Had an Iphone 4 and a HTC. After a week or so (well within the 30 day trial period) I returned both the phones with all the equipment, boxes and requested they cancel my contract. They did some paper work and said I was good to go. About a month later I get my first AT&T bill! In the ball park of $400. I called them. They looked up my info, stated it was an error in their system and told me it was now handled. Somewhere about 6 months later I get a letter from a collection agency saying I owe $1200 to AT&T. They want $1200 for less than two weeks of service! I called the collection agency explaining the situation. They didn't care they said I still owe the money as long as AT&T is asking for it. I call AT&T back and go through a very aggravating week of phone calls and am assured I'm fixed in their system and that they have contacted the collection agency. Last week I was denied a loan for a vehicle due to two major things on my credit. One was for some serious medical bills due to my ex wife and her cancer the other was due to AT&T now saying I owe them almost $3,000 for that two weeks of service. This has and is destroying my credit.

 

I just wanted to warn anyone thinking about using AT&T what they have done to me!

 

ANYONE FROM AT&T READING THIS DON'T BOTHER TELLING ME YOUR SORRY OR OFFER ME ANYMORE LIES. I'M DONE WITH THE RUNAROUND

 

<Legal discussions are not permitted per the Guidelines>

 

Have you tried contacting ATTCustomerCare here on this forum, at all? 

  

They are different than the CC reps that you would encounter over the phone and have been helpful in getting issues resolved.

Please include a brief description of the issue you are having, your name, email address, phone number, and the best time to be reached. Please allow up to 48 hours for a Representative to contact you. You can expect a reply via return PM between the hours of 7am-10pm CST.

AT&T does suck. Signed up and cancelled 12 days later. Their service territory is horrible. Then I get a final bill for $ 219.00 for only 12 days of usage!! Plus had to pay $ 70.00 restocking fee. I will make sure to tell anyone and everyone I can about AT&T. I work for company that employees over 5000 people. I will get the word out.

Verizon all the way!!!

With every cell phone plan I've had, your rates would stay constant unless you added a service. I moved my whole family to ATT last November. What a mistake! Now they have added an "Administrative Fee" on each phone line. How many other fees should I expect over the next year and a half? I won't be continuing my service past the contract, as I'm not interested in doing business with a company that operates this way. If you're considering ATT, just realize that your bill may change on ATT's whims.