Why do I regret renewing my contract with AT&t? Let me tell you!
I posted a message back in September stating how I felt the Next program did nothing to reward the loyalty of long time customers. Sure they try to draw you in by telling you that once you have paid off your phone in two years, your bill will go down cosiderably since you won't be making monthly payments on the phone anymore. However, the majority of people do not keep their phone past 2 years so unless I plan on keeping my phone for more than 2 years, no AT&t my bill is never going to go down. So since I want to show loyalty to you and sign another 2 year contract you're going to charge me an upgrade fee and my bill will be higher. AWESOME ( if you didn't get that part, it was sarcasm). Anyway after posting this, I was contacted privately by a member of the AT&t social care team named Patrice. After much discussion she told me that if I went into a a store and renewed she would credit my account for the upgrade fees and give me a 50 dollar credit per iPhone5 that I bought. Can anybody do that math on that...anyone?....Bueller...Bueller, it's 180 dollars. I went into a local store here to renew and they only had 1 iPhone 5, but told me they would have another one ready for me at the mall location to pick up. I drove to the mall and needed the information from the old iPhone transferred over and they told me their machine was broken and I would have to go to yet another store. I drove to another store that had a 30 minute wait and I asked if I could leave the phones and go run errands and pick them back up. When I returned, I found out that the employee didn't know he needed to ask me for my account information and nothing had been done with the phones. I waited another 40 minutes only to find out the employee at the mall had given me the wrong phone and I would need to drive back to that store. I drove all the way back to the mall only to find out the machine that the other employee said was broken, was working just fine! So after 5 hours and a quarter of a tank of gas, I finally had the second phone and they still forgot to transfer the pictures over!! Wait a minute though, where is Patrice in all of this? That is a good question because she has not answered any of my emails back when I have asked her about applying the credits to my account that she said she would. I did receive a customer curtosy credit of 68 dollars from an AT&t rep for my troubles, but Patrice has not devlivered on anything that she said she would do. I called customer service last night to tell them about what was happening to which they replied that I would need to talk to Patrice! I 100% regret that I ever renewed with this company. I have never experienced such a complete lack of customer service and now I have a 297 dollar phone bill!!! I would leave this company in an instant if I could. If anyone knows how I can actually get the credits that were promised to me that would be awesome (I'm not using sarcarsm on that one).