How to reach high-end or executive customer support?
Does anyone know how to reach a high-end customer service department? I signed up for a year of Uverse services on May 1. My first bills comes and and it's wrong to the tune of about $40 more than I was quoted and I can't seem to get it fixed. If anyone here knows how to reach a department that is both effective and authorized to fix things, I'd love to know how to do this.
Short version: I re-signed up for services and 30 days later I find out that the promotion I was offered to renew my services invalid/expired and my bill is now $40/month greater than what I was promised when I signed up. I did my renewal over the phone with a live operator, so I have no idea how the real-time price I was offered could be out of date.
Long version: I get my first bill after renewing my services and see that it's quite a bit larger than expected ($40+). I call in to check on this and I'm told that the promotion/price I was offered was "not humanly possible" (?) and that I'd need to talk to the manager that approved it. Ok fine, "can I talk to that person?", I say. Of course, I can't simply be transferred to this person or get a direct number. So AT&T puts in a callback request and says he'll call me within 24-48 hours. That doesn't happen. So I call back (a few times over a span of multiple days). Finally someone says I'm on the manager's schedule to be contacted tomorrow. Progress, right? Great, so I hang up and wait another day. No call.
After more calls by me, I finally did get someone to talk to me about my situation. The guy I'm talking to says the problem is my "promotion was denied". I asked, "what do you mean, denied, I was offered this plan/price 30 days ago and I agreed to it for a year". He says, "no we declined it". Obviously I'm confused here. When I inquire why they would decline their own pricing plans, he tells me the price/plan promotion was "invalid" and that is has "expired". He then goes on to tell me that as a courtesy, AT&T put me on the next best promotion available for my service... at $40/month greater than what was offered to entice me to renew for another year of services. Yeah, some courtesy alright.
When I asked why no one alerted me to this problem sooner (since 30 days had passed from when I originally signed up), the rep told me it was because "the offer was expired". That's hardly an acceptable answer. When I asked why the manager never called me back - the one I waited on for 7 days on what was supposed to be a 24-48 hour callback schedule who I was told was the only person who could help me - I was again told, "sir, it's because the promotion was expired". As you can tell, there's a pattern emerging here... every question now ellicts a response of "sir, your promotion is expired".
So I'm on the phone yesterday and I ask what my options are. I'm told that I can either:
1) Pay the $40/month increased price [thanks, but no thanks]
2) Considerably downgrade my services and still pay $20/more than what I was paying a couple months ago [also not an attractive offer my any stretch]
3) Or I can terminate my services. While that is certainly an option, I must say it's a little surprising that one of the solutions the rep proposes to a current customer who wants to continue purchasing Uverse services is to cancel.
All in all, the customer experience on this matter has been just dreadful. Nearly a dozen phone calls, at least 2 hours of combined talk and hold time, a run-around spanning a period of 4 weeks... and the best option I've been presented with is to terminate my services. The AT&T rep did offer to cancel without any fees though, so I guess that's a plus. I've been a Uverse customer for over 6 years at 2 different homes; it's just sad that such poor customer service has be the deciding vote in whether to contuining paying for a product I actually like.
I'd like to give this one more shot before June 4th hits to reach a workable solution (they are offering me until end of week to cancel for free). If anyone knows how I can reach a reliable department that can help, please let me know.