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kevman2118
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Teacher

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14 Messages

Thursday, October 6th, 2016 1:37 AM

Really Bad Experience

I , through online chat, was told that 2 phones + hotspot + existing phone (free because that would be a 4th line) would come out to about 180.00 with my employee discount etc. When purchasing the phones etc online i couldnt pick the unlimited plan on the hotspot. The agent on the chat told me to pick the 3 gb plan for now and when i pick my purchase up at the store they would change it there. 

 

Fast forward to the next day at the ATT store. when i get there they tell me that hotspots arent available on the unlimited plan and that what i was told would be 180.00/month would now be 260/month. I indicated I'd take this up with ATT and took the phones and hotspot. The next day i called ATT and opened a case. They indicated it would be resolved 10 days later on Oct 4th. So i call and the case has now been pushed to the 5th. I call the 5th it's now pushed to the 6th. 

 

I'm now in a dilema that i need to know the outcome of the case (i.e. is ATT going to honor the $180.00) or do i have to cancel my brand new service and go back to sprint. The problem here is now that if they push out the resolution date one more day my 14 day return policy will be up and I'll be subject to ETF's in the amount of about $1k. In addition i will be charged a $45 restocking fee for three devices ($135)and i have no idea if I'll get the $100 in taxes back.

 

I'm now contacting customer service daily and noone has any information other than telling me im free to cancel and pay the restockign fees. This is not the outcome I'd expected for dealing with ATT especially since i have Uverse and DirecTV. Someone please help quickly. 

 

 

David606

Employee

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3.5K Messages

6 years ago

No unlmited data and hotspot. This is very clear in the writing and terms.

kevman2118

Teacher

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14 Messages

6 years ago

I was being guided the entire time by an ATT sales rep. The chat transcripts are available in which he clearly says it was. Additionally, when i wasnt able to pick the unlimited plan when ordering on the site he specifically indicated to pick the lowest plan available which was the 3g plan and they would switch it at the store.  I specifically clarified the deal which consisted of 2 phones + hotspot+ ported phone from sprint for 180.00 he indicated i was correct. Not sure what else i could've done different. 

 

At this point i dont care whether the hotspot is on the unlimited plan or not. Put it on a 3gb plan but waive whatever fees you have to to honor the 180.00 plan. 

sandblaster

ACE - Expert

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62.2K Messages

6 years ago

It takes 2 or 3 bill cycles for the 4th line free credit to show up on your bill. Go ahead and change to the unlimited plan, you will get the $180 price for 4 lines, just not right away. There is no way you will get hotspot, though. That is just not available on the unlimited plan.

kevman2118

Teacher

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14 Messages

6 years ago

The problem is I need the Hotspot for my father in law. He uses it for his Internet access... Plus the Hotspot doesn't count (now they tell me) as one of the lines. So I'd only have 3 lines + an expensive Hotspot on a separate plan which comes to almost 300$ altogether.... it's really a mess... I can see really my only option is to return all my equipment pay the restocking fee (150$) and try to get it back in arbitration. Noone is going to make this happen the way it was sold to me.
kevman2118

Teacher

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14 Messages

6 years ago

By the way the deal that sold to me was 2 phones+hotspot+ported phone all on unlimited plan for 180. That included 2 new phones not just 4 lines and activation fees etc.

ACE - Sage

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104.3K Messages

6 years ago

3 phone lines on the unlimited data plan is $180, plus the cost of phones.  The hotspot would be on a separate plan, $20, plus data plan $40 for 3 GBs. 

Thats $240 before tax and phone's.

 

PLUS, you must have ATT TV to keep unlimited data.   If you don't add direct TV or Uverse TV within 60 days of the unlimited plan, you lose the plan.  

 

The plans:  

https://www.att.com/shop/wireless/data-plans.html

 

https://www.att.com/shop/wireless/unlimited-plan.html

 

 

kevman2118

Teacher

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14 Messages

6 years ago

exactly... what was sold to me was 180 = 2 phones + hotspot+4th line

2 phones are 53 + hotspot (20 because it's on the shared plan) + 4th line free. I have an employee discount of 24%. the whole deal came to 180$ not 240 + the cost of the phones which is almos $300. You can see 300-180 is a big mistake. We're talking $2500 over 2 months. 

kevman2118

Teacher

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14 Messages

6 years ago

13 days into my case now no response. oct 4th was the resolve date. no call not text no nothing. Oct 5th no call no test no nothing. Oct 6th no call no text no nothing. 1 day left in 14 day return period or i get slapped with $2k worth of ETF's. This is a joke beyond belief. Going back to sprint tomorrow. Nice job ATT!! BBB here we come and I'll see you in arbitration.

kevman2118

Teacher

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14 Messages

6 years ago

By the way i see the number of views people looking at these posts. Get familiar with your arbitration clause. ATT pays for it. All you need is a ceritified letter to the legal dept and they have 30 days to respond with a settlement prior to actual arbitration proceedings. As an alternative we the consumer, can also pay $75 to go to small claims court (at least in Georgia). So for disputes that customer service, customer retention ignore you can do at least two of these three things:

 

1) File BBB case

2) File an arbitration case

or 

3) File a small claims court case 

 

Personally, given my chat transcripts and continued negligence I will be pursuing legal remedies. Thanks for the outstanding customer service ATT. 

 

ACE - Sage

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104.3K Messages

6 years ago

You cannot enforce prices that are published on the website CONTRARY to your understanding of the offer.  If tomorrow is day 14, you must return everything tomorrow without fail.  

 

You absolutely have no ground ground to stand on.  You will get the prices as offered online only.

 

 

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