Tutor
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9 Messages
Customer Retention Group - Lies - AT&T doesn't honor what was agreed
On 1/22/15 Scott agreed to charge me $158/month for U300 HD (w/3 receivers), 45 Meg Internet, unlimited home phone, and a $150 account credit in order to keep me as a U-Verse customer and to compete with Xfinity's offer of $148/month for a very similar package. I agreed to Scott's offer (even though I was paying $10 more for AT&T) and we setup 1/26/15 as the date the AT&T Tech would change out my 24Meg modem for the 45Meg modem. Was supposed to take about 30 minutes. It took from approx. 10am till 6:30pm due to all of the problems with the AT&T equipment (no problem with my house). On 2/9/15 I called Daniel and asked him why my online account still shows the U450 instead of the U300. Daniel did some checking and came back with the news that Scott had quoted me incorrectly and I had a few choices to make. One was to cancel the service (at no charge to me, how benevolent of him), one was to pay $177/mo (and only get 24Meg internet), or to pay even more than $177/mo (I just don't remember how much more since I was already so mad) to keep the 45Meg internet. Daniel did give me a $100 account credit towards the extra $228. Another benevolent offer since they are charging me $128 more for the year and I still don't get the 45Meg internet!!! I asked for his manager to call me and Mary did call me that same day and after having me take the time to explain EVERYTHING that happened, she said that there NOTHING that she could do. I asked her why she called since I had already heard that from Daniel!!! I asked her why she was wasting my time!!! There is no one at AT&T that gives a *** and I have not been able to find a way to let the VP level of AT&T know that this happened. AT&T refuses to honor what Scott agreed to and I have to be the one punished for Scott's lies. Thanks AT&T!!! Mark
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
mibrnsurg
Expert
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20.4K Messages
9 years ago
@markh222 Click the ATT Customer Care link in my signature, send the PM, explain your pricing situation.
See if they can give you some help in other ways.
Include your 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
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markh222
Tutor
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9 Messages
9 years ago
Thanks Chris, I just sent the PM. We will see if these guys really care.
Thanks for the information.
Mark
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markh222
Tutor
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9 Messages
9 years ago
Chris,
I just got a call from the AT&T Social Care Team and they took care of the problem immediately. I am actually getting a lower price than $158/mo for the same services. I can only attribute their quick response to your suggestion to post on this forum.
Thank you!
Mark
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CLR1000
Teacher
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25 Messages
9 years ago
Deleted.
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mibrnsurg
Expert
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20.4K Messages
9 years ago
You're Welcome! They've actually done things for me, so I know they'll do what they can for other users too. Knowing the phone people are really just script readers, talking w/anyone from ATT Uverse or Customer Care is a totally different experience. These people know something and can act on it.
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
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markh222
Tutor
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9 Messages
9 years ago
So, next year when I have to call in to renew my services, who do I contact AT&T Customer Care or the AT&T Social Care Team? Is there a phone number to call or is this forum the best method of contacting them?
Thanks again Chris.
Mark
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skeeterintexas
ACE - Expert
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26.2K Messages
9 years ago
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markh222
Tutor
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9 Messages
9 years ago
Thanks!
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markh222
Tutor
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9 Messages
9 years ago
I contacted the AT&T Customer Care through private message and explained what happened. I got a call within hours of posting the message. AT&T Social Care called and gave me a much better deal than I had originally been given by the retention group (the group that lied to me). I didn't even ask for a lower price, they just offered it. I have checked my online account and it shows a pending order for the monthly amount AT&T Social Care said.
The good news is I didn't have to cancel my service because it is a hassel to switch. I was definitely going to switch even though it would have been a pain.
The good news for my neighborhood is AT&T uncovered a ton of problems with their equipment when they were setting up my internet speed for 45Meg (of course I am not getting 45Meg now, only 24Meg). The 30 minute modem change out turned into a 10am - 6:30pm marathon. I just told the two techs to make themselves at home and don't worry about knocking on the door when they needed to come back inside. We had coffee together and I even offered them lunch (they declined the lunch). They were great guys.
I hope that this helps.
Mark
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lnichols38
Contributor
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1 Message
8 years ago
markh222,
i have had the same issue, to the point these people have had me crying. For goodness sakes, I have been with them for over 10 years, you would think they would be more caring for the loyal customers than the fly by night ones they are trying to get. it is the large bills the loyal customers have that are paying for these deals. At least every 5 years give a the deals like that and let us start over. I am going to try what you did and see if I can get any relief
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