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tlawyer's profile

Tutor

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5 Messages

Monday, May 4th, 2015 7:26 PM

Bait and Switch

I had Internet and phone service through Uverse, and tv with Directv. I call att customer support to find out what kind of bundle price I could get by adding tv to Uverse. The Customer Service person asked what I was paying Directv and then stated I could get a Phone , TV, and Internet bundle for $178.00 for 12 months. I then asked what the price would be at the end of the 12 months, and she stated $210.00 a month. I asked the rep if this was the total charge that I would pay all inclusive. She stated yes. I had the service installed and when I got the first bill it was $60.00 more than I was quoted. I contacted customer support and was told that the price I was given was without taxes and fees. I replyed that I asked if the price was all inclusive and nothing else would be added and was told yes by the initial rep. The rep i was talking to stated that she was sorry that I was given the wrong information but there was nothing she could do. I told her then she needed to send someone out and disconnect the service and reconnect my directv, to this she replied did anyone tell you that there is a $180.00 earliy termination fee.I said no and I need to talk to a supervisor, and she stated that there was not one available and she did not know when one would be. After arguing with her about business practices she finally put a supervisor on the line who basically echoed everything that the rep stated. Both the rep and supervisor admitted that I was given incorrect pricing when I signed up but stated that I just had to live with the extra amount or pay early term fee, I finally got tranfered to customer retention where I had to go through the story again. Everyone kept appologizing for the incorrect info given. The final outcome is that I have to pay $10.00 a month more than I was originally quoted and at the end of the 12 months I will have to go through this same process to try and get a price close to what I was originally quoted.

I do not think it was a mistake by the first rep, just a way to make it seem as if uverse price was less expensive and to get me to sign. I did my due diligence in asking the questions, but that doesn't help if they lie with the answers.

Good job ATT you got me!!!

Scholar

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104 Messages

9 years ago

Taxes and fees pretty much apply to everything, kinda common sense (no disrespect meant).

Tutor

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5 Messages

9 years ago

Sorry if I did not make it
Clear in first post. I was told that the price given included taxes and fees.

Contributor

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2 Messages

9 years ago

It's amazing that AT&T hasn't been sued or FCC stepped in and fined them Heavily!!!
I received a coupon in the mail for U-verse High Speed Internet for $14.95 per month.
When I called for installation, the cheapest price they offered was $59.
Royal rip off and totally misleading!
Someone needs to stop them from this crap.

Tutor

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5 Messages

9 years ago

Yes honesty is the best policy

Expert

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20.4K Messages

9 years ago

@tlawyer Contact ATT Customer Care on the link in my signature.

Send them a Private Message, on this link, and they should be able to give the help needed to solve your billing problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done and gone above and beyond for me.

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

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Contributor

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1 Message

9 years ago

I even had the saved text from their live chat feature to support my side of the story, but it still did not help.

Tutor

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4 Messages

9 years ago

While the ATT rep you spoke with may have made a mistake, this is not a "bait and switch". Your thread title is very misleading. You were merely misquoted, which happens quite a bit with no ill intention. 

Contributor

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2 Messages

9 years ago

Ummm, no. TWO reps "misquoted."
Call it whatever you want!
It is in writing, and they will not provide the service as stated!!

Tutor

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5 Messages

9 years ago

With all due respect mrgregddavis, if you believe that I have some beach front property to sell you in Kansas.
The definitions of bait and switch is to offer one thing to get you involved, and then change after close. I would hope that any customer service rep would know their product. Was she new and I was her very first customer.
I think not. Call it what you will, it was intentional.

Tutor

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4 Messages

9 years ago

A true "bait and switch" is to offer one product at a specific price, typically to advertise a special to get the customer motivated, then to state that product is not available and the price for what is available is higher than advertised. THAT is bait and switch.

 

Again, your title is misleading. Your theory that the big bad telco is trying to cheat is sensationalist. Mistakes were made but it was not intentional. 

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