AT&T may have developed a wonderful product in Digital Life but their sales process is a disaster. After being in an AT&T company owned store to buy two new iphones, two new ipads, renew my agreement for another two years, I noticed the Digital Life display. I got a demo from the store manager and, since I had installed a similar securty product from Comcast at another home , I was very familiar with the technical side. I quickly knew enough to know I was interested and got a written quote. I had to leave since coincidentally I had an appointment in less than an hour with my present security provider, ADT, to go over their solution. The next day I wrote an email to the store manager with a couple additional question and a price comparison. I received no answer for days after having written again and copying the sales person who took care of me for the phones. Eventually he got back to me and apologized for not responding and I agreed to meet him at the store the next day. I came back in and told him I would like to move forward. He had agreed to throw in another two items (about $160) so I signed all of the contracts, got an installation date and handed him my credit card for payment. He went in the back, came out and said his supervisor , the area manager, needed to sign off on this but was not available so he did not want to hold me up and suggested I return home and he would call and get my credit card later. When he called me an hour or so later he said that I would need to pay about 50% more for the system (not even including the two items he thew in). There was no explanation only another sales pitch on how good the sytem was. I was so furious I ended the call abruptly. I felt like I had just entered a used car dealership and was being played by the salesman and the manager.
I sent FedX letters to the President of AT&T mobile and the SrVP in charge of AT&T Home Solutions explaining what had transpired and included copies of my written quote. After a couple days I returned to the store and returned all of my iphone, ipads and went to Verizon and ended a 30+ year relationship with AT&T. I later got a call from the same store manage, after he got a call from AT&T corporate, saying he wanted to "earn my business". No details, no solution, just words from a script. I told him if he made some huge mistake in error , that we are all human and things happen but his manager should have handled that internally and not involved the customer and that he should have called me himself. I ended the call since no real solution was offerred and scheduled another appointment with ADT. I then received a call from some senior troubleshooting specialist from the Home Solution Group who, after getting copies of my emails with the pricing dicussed again, said "IF" I can get the original price approved would I be willing to move forward. I told him I had already spent over three hours in the AT&T and Verizon store and was not going through that again (reversing the reversal) just to have them give me what was already offerred in writing. The call ended and I eventually signed with ADT. Obviously we are dealing with a mass marketed product and customer loyalty means little even at the upper levels.