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How do I get in touch with a regional manager?
I've been a customer of yours since 1998, there have been issues here and there with the bill, customer service reps, charges and what not but never like what I experienced today.
I went to the AT&T store on *** South and Main Street in Salt Lake City to see about possibly upgrading two of the lines. After about a 30min wait time we were greeted by our rep who started to assist us who had already had our account pulled up and verified my identity by asking me for my driver’s license. I informed her that I wanted to use the NEXT upgrade feature on one line for a iPhone 6 128gb White and second line for a iPhone 6 64gb Gold. I also asked about feedback on my bill, since I would be adding on some additional charges for the iPhones I would finally be willing to steer away from my unlimited grandfathered data plan.
The rep was very friendly, enthusiastic and said she would take care of us. She took me to show me a LTW tablet that was on a promotion for 99 cents and after looking through the specifications on it, I was sold. At that time she went ahead and pulled up my bill and took a paper out to write some figures out.
Unlimited call and text
7gb data plan
4 lines (would be adding a new one for the LTE tablet)
Monthly iPhone payments
Insurance for both iPhones and the LTE tablet
The bill came out to $183 before tax saving us close to $100 per month and getting us much needed new phones... we all know how the old iPhones start acting after new ones get released. PERFECT - LETS DO IT!. As she came back with the iPhones, she took me around the store to show me some cases, screen protectors, and a wireless speaker.. at this point I am very excited about the money I will be saving and the new phones I will be walking out with.
As we got back to her stand, she proceeds with the upgrade and after a couple of minutes she says that we are actually not eligible for any type of upgrades at the moment... #$#$#$? Okay... so I ask her to check the other lines and she comes back with saying that none of the 3 lines we currently have are eligible. She apologizes about it and sends us on our way.
So here are my issues of unacceptable behavior and processes that no customer should have to deal with.
1 - Checking for eligibility before proceeding with the sale. In my particular issue today, the rep wasted an hour of her time and mine upselling the crap out of me and showing me all these great benefits behind a product and its awesome payment plan to only get shut down and kicked to the curb after an hour of it.
2 - Changing the plan without my permission. As I told the rep today, the only reason I was willing to change away from my unlimited data plan today was due to the fact that we would be adding additional charges to it and I would be walking away with two new iPhones and a LTE tablet. During our closing conversation she had informed me to log on online to see when I would be eligible for the upgrade, while doing that I noticed that the bill has changed to the 7gb data plan... Are these sales techniques the reps use to sucker people out of the unlimited data? This is completely unacceptable and not right for a business to do this, I did not sign for this.
So why am I here now?
I wanted to take a moment to inform you of my experience today and to let you know that after thinking about this for a while, I want AT&T to go ahead and approve me for the early phone upgrades and LTE tablet purchase along with a credit on my account for all the time wasted today. If you would have told me from the beginning that I wasn’t eligible for an upgrade I would have respected that and walked away... but you can't talk to me about the products for an hour, upsell me on additional products, show me all the great features and benefits behind it, and then tell me HA JUST KIDDING! come back in 9 months. How would you feel?
As a customer of yours for 17 years now, paying an average of about $150 a month for phone service ($30,000), never having late payments or the phone line getting disconnected for non-payment I shouldn't be getting treated like this.
I hope to hear back from someone soon
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