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sjs1967's profile
sjs1967
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Teacher

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20 Messages

Tue, Jun 18, 2019 4:49 PM

ATT needs to make it right

Here's an outline of what has occurred:

about May 4th:  rec'd call from ATT rep to offer free internet for life

May 10th:  I placed an order to get 2 new wireless lines, free home internet, 35 tv channels, and two new free LG G6 Duo phones.  Chose these phones as Apples would not work well with my daily life, and these android phones were the best available for free.  BOGO offers were too expensive

May 13th:  rec'd email saying the phones were expected to ship 5/13-5/15

May 17th:  online chat to find out about the ship date.  told the new expected dates were 6/12-6/14

May 20:  online chat re:  new acct letter rec'd in mail.  Expected billing issues were clarified and fixed due to the fact phones had not shipped or were activated

May 21-June 12:  various avenues pursued to find out ship date.  ATT could only tell me 6/12-6/14 

June 15:  online tool said order was canceled without notice

spoke to 5 different reps for answers.  Given 2 or 3 different numbers to call (all to the wrong departments).  Finally had to call back Monday the 17th as it got too late in the day to reach someone

June 17: one number given to me (305-260-1793) just rang and rang (multiple attempts).  

called 866-662-4548, one of the other numbers given.  Transferred to another number.  Rep at this number tried to substitute cheap phones for the G6's.  I was upfront and told him I did my homework so I knew all the prices/specs.  Manager could not help either.

opened up chat in Twitter with ATT cares.  Explained the whole situation and waited.  Answered random acct questions and at 4 pm the rep just tweeted it was quitting time and she'd talk to me the next day (?).  I was stunned.  I wrote back and explained again what I thought was a fair compromise.  We could sub either 2 samsung S9's or LG V35 Thinq's for the G6's and I would even pay the $3/month difference.  

June 18:  started twitter chat back with rep from June17.  The same rep had the facts wrong even though they were written just above.  I had to explain everything over again, giving acct numbers, etc.  She tried to sell me a cheap phone.  I asked for a manager's phone call.  Now, almost 2 hours later, still no call.  

 

I think at this point ATT should comp the S9's or V35's as a sub and complete the original deal.  I do not believe this is an unreasonable request due to all of the above.  Someone should be able to make things right.

ACE - Sage

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102K Messages

3 years ago

Make what right?  At this point you have no wireless service or phones, so no commitment.  You want AT&T to commit by selling you phones you want, and they are not willing to do so.  

 Sounds like a stalemate to me. 

 If you still want the free Internet it is available with a qualifying wireless plan. I believe the plan that qualifies is called ‘unlimited and more premium’.   The regular unlimited and more plan does not qualify. The phones are incidental and I don’t think it matters what phone you get to qualify for the free Internet. 

 So the ball is in your court.   Is the free Internet valuable enough to you to take that and get crappy phones? If not void the whole deal. 

(Personally, I pay $90 a month for home internet.  I would take that over free phones any day)

sjs1967

Teacher

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20 Messages

3 years ago

I did sign up for the unlimited premium plan with 2 free phones and they are not honoring that part.  That and the poor service I've received adds up.  Yesterday it was like being helped at a counter and then having the employee walk away, saying to come back the next day.  It did stun me about the lack of service.  Also consider ATT canceled my whole order without notice.  What happen if we do that?  We have to pay fines, early withdrawl fees, etc.  Why shouldn't they be held to the same standard?

ACE - Sage

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102K Messages

3 years ago

 There are no fines or early termination fees with AT&T wireless service. 

 The only cost related to terminating your wireless plan is to pay off any phones you have purchased. Since you have not purchased any phones yet you don’t owe anything to AT&T for the wireless plan 

The LG Duos was a free phone for a month.  I was offered one also through my bill notifications.  It’s no longer on the sales page, they are gone/out of stock.  The phone was worth about three or $400 retail. You’re asking them to give you two phones which are worth about twice that. 

 Again the free Internet depends on your wireless Plan, not the phones you buy.  It’s up to you how much the free Internet is worth. 

 

sjs1967

Teacher

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20 Messages

3 years ago

The G6 Duos were offered at $17/month before the promo.  The S9 and V35 are $20/month.  That is why I offered to pay $3/month to make it equal.  At this point though they should offer something more.  I've been in customer service for decades and mistakes and bad service need to be made right.  

 

From the terms of service posted at ATT.com for wireless agreements: After the first 14 days, you may terminate your Agreement for any reason. However, you agree to pay AT&T for all fees, charges, and other amounts incurred and owed under your Agreement along with the applicable ETF. The Early Termination Fee is either: (a) $325 or (b) $150. The ETF reduces each full month of your Service Commitment that you complete. To determine whether your Equipment has a $325 Early Termination Fee or a $150 Early Termination Fee, and the amount of reduction, check att.com/equipmentETF.

 

I'm not making this up.  I have the facts on my side.

MicCheck

ACE - Expert

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12.4K Messages

3 years ago


@sjs1967 wrote:

The G6 Duos were offered at $17/month before the promo.  The S9 and V35 are $20/month.  That is why I offered to pay $3/month to make it equal.  At this point though they should offer something more.  I've been in customer service for decades and mistakes and bad service need to be made right.  

 

From the terms of service posted at ATT.com for wireless agreements: After the first 14 days, you may terminate your Agreement for any reason. However, you agree to pay AT&T for all fees, charges, and other amounts incurred and owed under your Agreement along with the applicable ETF. The Early Termination Fee is either: (a) $325 or (b) $150. The ETF reduces each full month of your Service Commitment that you complete. To determine whether your Equipment has a $325 Early Termination Fee or a $150 Early Termination Fee, and the amount of reduction, check att.com/equipmentETF.

 

I'm not making this up.  I have the facts on my side.


If you're receiving such horrible service why would you still want to be a customer so bad? 

sjs1967

Teacher

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20 Messages

3 years ago

Good question!  For one, it's a good deal.  Cable costs way too much, and the 35 channels I get with this offer are actually good channels plus I'll get one premium channel free.  My wife and I need new phones too so why not get them free?!  We only use ATT home internet so I'll get that free as long as I have wireless with ATT.  If I combine all this I will save money over my current TMo plan and get new phones and tv

Aside from those things, it's become a matter of principle.  It really seems like a bait and switch.  "Here's a good phone for free and we'll ship it this week....oh wait, you have to wait a month....we now canceled your order as it's been a month but you can have these cheaper phones for free or pay $25-$45 a month for a BOGO offer ."  

You see what I mean? 

Then when the customer care agent just ended her shift while helping me and didn't transfer me....or when ATT just canceled my order with no notice...or when they kept transferring me around to one department and another?  My wife said it sounds like they want me to give up calling and to settle with a cheaper phone or pay more.  She is often right about such things.  

ACE - Sage

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102K Messages

3 years ago


@sjs1967 wrote:

From the terms of service posted at ATT.com for wireless agreements: After the first 14 days, you may terminate your Agreement for any reason. However, you agree to pay AT&T for all fees, charges, and other amounts incurred and owed under your Agreement along with the applicable ETF. The Early Termination Fee is either: (a) $325 or (b) $150. The ETF reduces each full month of your Service Commitment that you complete. To determine whether your Equipment has a $325 Early Termination Fee or a $150 Early Termination Fee, and the amount of reduction, check att.com/equipmentETF.

 

I'm not making this up.  I have the facts on my side.


⬆️  An ETF if you have a contract.  You don’t and won’t as At&t hasn’t offered contracts on consumer accounts for 3.5 years.  

The only ‘fee’ is a restock fee on open phones.  You don’t have any phone yet.  

You have no phone to return, you have no phone on contract.  You’re already paying for NO CONTRACT service.  So your facts are true, but not one of them apply to YOU.  

     Wanna try again?

  The only thing you’re paying for is EXISTING service, which you can cancel as of the end of the bill cycle.  

So again, how much is the FREE internet deal worth to you?   Apparently it’s not worth enough to at&t to give you free phones without a fight. 

 

sjs1967

Teacher

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20 Messages

3 years ago

I don't wish to go back and forth.  The bottom line is that I've rec'd poor service and they've signed me up for something they can't or won't deliver.  The fees are but one out of many reasons.  I'm not one to try to get something for nothing.  I've offered a fair compromise to make a frustrated customer happy.  

ACE - Sage

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102K Messages

3 years ago

Good luck with that.  You do understand no business is required to sell products or services.  Since you haven’t yet paid for phones, you have a way out.

 

sjs1967

Teacher

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20 Messages

3 years ago

I do have a way out, but if you read the above reasons I hope you understand it's about the principle of it all. I'm chatting with another rep at ATT and they cannot come up with a signed agreement saying that if there was limited stock they could cancel. How is that fair if there wasn't such thing? Why should I have to settle for less when we had a mutual agreement that they are now breaking?
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