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Posted Jan 16, 2014
5:11:11 AM
Horrible phone service Support call taker refuses to give information requested
Edited by Taylarie on Jan 16, 2014 at 5:39:49 AM

I chatted this AM regarding my ATT account, been with you guys for OVER 20 years, with someone ID as Suzette {Personal content removed}.  I wish to file a complaint that she failed to provide me with specific information requested.

 

Next I called because my current bill had a $36 dollar upgrade fee for a phone purchased on or about Dec 18, 2013.  I was under the impression that I was receiving no upgrade fee since this is what was going on in stores, 3rd party.  On the date of Dec 18, 2013 when the phone was ordered, I paid an amount on my master card of under $70.00 for the phone and other unknown fees.

 

I called this AM to get the activation fee waived and the call taker rudly said, we probably upgraded you and you were not entitled, what!  You upgrade line said we were and you obviously dont know what you are tallking about.

 

So bottom line and question is, does ATT want to loose this account over $36.00?  Because right now, I can move 2 of the phones to Tmobile, recive cash incentives and new phones for free!  I am sure if I tell them this story, they would probably love to through in more reasons to move!

 

Please advise.

 

Thanks,

 

Ed

I chatted this AM regarding my ATT account, been with you guys for OVER 20 years, with someone ID as Suzette {Personal content removed}.  I wish to file a complaint that she failed to provide me with specific information requested.

 

Next I called because my current bill had a $36 dollar upgrade fee for a phone purchased on or about Dec 18, 2013.  I was under the impression that I was receiving no upgrade fee since this is what was going on in stores, 3rd party.  On the date of Dec 18, 2013 when the phone was ordered, I paid an amount on my master card of under $70.00 for the phone and other unknown fees.

 

I called this AM to get the activation fee waived and the call taker rudly said, we probably upgraded you and you were not entitled, what!  You upgrade line said we were and you obviously dont know what you are tallking about.

 

So bottom line and question is, does ATT want to loose this account over $36.00?  Because right now, I can move 2 of the phones to Tmobile, recive cash incentives and new phones for free!  I am sure if I tell them this story, they would probably love to through in more reasons to move!

 

Please advise.

 

Thanks,

 

Ed

Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 6:07:32 AM
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Hello, edcuccia!

 

Thank you for your post!

 

I'm sorry to hear about the confusion surrounding your upgrade fee. The upgrade fee is to allow us to assist customers with recommending new equipment, answering questions around special offers and discounts, providing assistance with the upgrade process if needed, and ongoing support. These specialized processes help us to ensure you are satisfied with your new equipment and are ready to use it the day you receive it.

 

I hope that helps explain the fee. Rudeness, however is not tolerated, and I am happy to forward your comments to the appropriate channel.

 

If you would like us to review your account, please let us know by clicking here. If you do decide to send us a message, make sure to include your name, email address, phone number, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope in the upper right corner of your screen.

 

Meanwhile, please feel free to message me with any other questions or concerns!

 

-Mariana


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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello, edcuccia!

 

Thank you for your post!

 

I'm sorry to hear about the confusion surrounding your upgrade fee. The upgrade fee is to allow us to assist customers with recommending new equipment, answering questions around special offers and discounts, providing assistance with the upgrade process if needed, and ongoing support. These specialized processes help us to ensure you are satisfied with your new equipment and are ready to use it the day you receive it.

 

I hope that helps explain the fee. Rudeness, however is not tolerated, and I am happy to forward your comments to the appropriate channel.

 

If you would like us to review your account, please let us know by clicking here. If you do decide to send us a message, make sure to include your name, email address, phone number, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope in the upper right corner of your screen.

 

Meanwhile, please feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 7:03:06 AM
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What are you talking about, your explanation of upgrade fee?  It makes absolutely no sense!  i called you guys to upgrade, already knew what we wanted, so based on your explanantion, there was no reason to charge me this fee as you explantion!

 

More reason to go change this morning.  Do you people read what you type!

What are you talking about, your explanation of upgrade fee?  It makes absolutely no sense!  i called you guys to upgrade, already knew what we wanted, so based on your explanantion, there was no reason to charge me this fee as you explantion!

 

More reason to go change this morning.  Do you people read what you type!

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 7:21:01 AM
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She merely explained what the upgrade fee was for and why we have it.  It's actually rare that you're able to have an upgrade fee waived, and these fees are applied to all customers.

 

Upgrade Fee(s)

 

As part of the standard two year contract, every time you upgrade or add a line to the account, an upgrade fee will be present on your next monthly bill.

She merely explained what the upgrade fee was for and why we have it.  It's actually rare that you're able to have an upgrade fee waived, and these fees are applied to all customers.

 

Upgrade Fee(s)

 

As part of the standard two year contract, every time you upgrade or add a line to the account, an upgrade fee will be present on your next monthly bill.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 7:25:21 AM
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edcuccia,

 

I understand your frustration. Have you had a chance to send us a private message using the link I provided above? If not, I strongly encourage you to do so as soon as you can so we can review your account and determine what we can do.

 

Please let me know if you have any other questions or concerns.

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

edcuccia,

 

I understand your frustration. Have you had a chance to send us a private message using the link I provided above? If not, I strongly encourage you to do so as soon as you can so we can review your account and determine what we can do.

 

Please let me know if you have any other questions or concerns.

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 7:26:27 AM
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Edited by edcuccia on Jan 16, 2014 at 7:29:32 AM

OhItsIta wrote:

She merely explained what the upgrade fee was for and why we have it.  It's actually rare that you're able to have an upgrade fee waived, and these fees are applied to all customers.

 

Upgrade Fee(s)

 

As part of the standard two year contract, every time you upgrade or add a line to the account, an upgrade fee will be present on your next monthly bill.


Sorry this is just not true, but I expected this forum to fall in line with chat, absolutely no help!  As I recall SEEING at Target, the phone rep there showed me an email from their corporate that was an email that was received from ATT  ABOUT A TIME PERIOD DURING CHRISTMAS and was ABOUT WAIVING THESE FEES!

 

Thanks for nothing!


OhItsIta wrote:

She merely explained what the upgrade fee was for and why we have it.  It's actually rare that you're able to have an upgrade fee waived, and these fees are applied to all customers.

 

Upgrade Fee(s)

 

As part of the standard two year contract, every time you upgrade or add a line to the account, an upgrade fee will be present on your next monthly bill.


Sorry this is just not true, but I expected this forum to fall in line with chat, absolutely no help!  As I recall SEEING at Target, the phone rep there showed me an email from their corporate that was an email that was received from ATT  ABOUT A TIME PERIOD DURING CHRISTMAS and was ABOUT WAIVING THESE FEES!

 

Thanks for nothing!

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 7:28:30 AM
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ATTMarianaCM wrote:

edcuccia,

 

I understand your frustration. Have you had a chance to send us a private message using the link I provided above? If not, I strongly encourage you to do so as soon as you can so we can review your account and determine what we can do.

 

Please let me know if you have any other questions or concerns.

 

-Mariana


Sent one earlier, but ay have been on the Uverse forum, but should not mnatter since they could refer to a wireless specialist!

 

As I said earlier, its $36 bucks, should not take all of this ranting to resolve!  Tmobile opens in an hour!  Decisions to be made, you guys really make it hard!


ATTMarianaCM wrote:

edcuccia,

 

I understand your frustration. Have you had a chance to send us a private message using the link I provided above? If not, I strongly encourage you to do so as soon as you can so we can review your account and determine what we can do.

 

Please let me know if you have any other questions or concerns.

 

-Mariana


Sent one earlier, but ay have been on the Uverse forum, but should not mnatter since they could refer to a wireless specialist!

 

As I said earlier, its $36 bucks, should not take all of this ranting to resolve!  Tmobile opens in an hour!  Decisions to be made, you guys really make it hard!

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 7:59:03 AM
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I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Jan 16, 2014 8:24:03 AM
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Edited by ATTDmitriyCM on Jan 16, 2014 at 8:40:39 AM

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 8:36:23 AM
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Edited by OhItsIta on Jan 16, 2014 at 8:36:45 AM

I was simply giving you an example, I apologize if that was inappropriate.

 

And I'm not sure where I admitted that it was not mandatory. I simply stated that with certain accounts and circumstances there are in fact execptions, as there is with any carrier or contract.

But on a standard two year contract, upgrade/activation fees are required. It is stated in the contract.

 

If you are truly unhappy, try messaging Mariana or call Customer Service to express your concerns and frustrations.

I was simply giving you an example, I apologize if that was inappropriate.

 

And I'm not sure where I admitted that it was not mandatory. I simply stated that with certain accounts and circumstances there are in fact execptions, as there is with any carrier or contract.

But on a standard two year contract, upgrade/activation fees are required. It is stated in the contract.

 

If you are truly unhappy, try messaging Mariana or call Customer Service to express your concerns and frustrations.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify

Re: Horrible phone service Support call taker refuses to give information requested

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Jan 16, 2014 2:43:16 PM
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Edited by edcuccia on Jan 16, 2014 at 2:43:50 PM

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 

Re: Horrible phone service Support call taker refuses to give information requested

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edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


Well target stores need to be informed of the promotion that was worked out between target corporate and the carrier, so it stands to reason that the email will be sent out by att, but you are still missing the point that it is a promotion it does not mean that the fees are not mandatory outside of the promotion per contract


edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


Well target stores need to be informed of the promotion that was worked out between target corporate and the carrier, so it stands to reason that the email will be sent out by att, but you are still missing the point that it is a promotion it does not mean that the fees are not mandatory outside of the promotion per contract

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Jan 16, 2014 2:56:50 PM
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wingrider01 wrote:

edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


Well target stores need to be informed of the promotion that was worked out between target corporate and the carrier, so it stands to reason that the email will be sent out by att, but you are still missing the point that it is a promotion it does not mean that the fees are not mandatory outside of the promotion per contract


With all due respect, I am not missing anything!  I have had ATT not charge this fee in years past, for various reasons.  I have also, as I recall, belonged to a segment that they called "gold service" accounts which recently ended and as I recall, many fees were not charged for these folks.

 

So by no means, as you state, is this something that is "etched" in stone.  If it was mandatory, they would make NO exceptions, deals or not, to anyone.

 

No Mas! and for the mods, that means no more!

 

 


wingrider01 wrote:

edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


Well target stores need to be informed of the promotion that was worked out between target corporate and the carrier, so it stands to reason that the email will be sent out by att, but you are still missing the point that it is a promotion it does not mean that the fees are not mandatory outside of the promotion per contract


With all due respect, I am not missing anything!  I have had ATT not charge this fee in years past, for various reasons.  I have also, as I recall, belonged to a segment that they called "gold service" accounts which recently ended and as I recall, many fees were not charged for these folks.

 

So by no means, as you state, is this something that is "etched" in stone.  If it was mandatory, they would make NO exceptions, deals or not, to anyone.

 

No Mas! and for the mods, that means no more!

 

 

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Jan 17, 2014 9:59:44 AM
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edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


Well target stores need to be informed of the promotion that was worked out between target corporate and the carrier, so it stands to reason that the email will be sent out by att, but you are still missing the point that it is a promotion it does not mean that the fees are not mandatory outside of the promotion per contract


With all due respect, I am not missing anything!  I have had ATT not charge this fee in years past, for various reasons.  I have also, as I recall, belonged to a segment that they called "gold service" accounts which recently ended and as I recall, many fees were not charged for these folks.

 

So by no means, as you state, is this something that is "etched" in stone.  If it was mandatory, they would make NO exceptions, deals or not, to anyone.

 

No Mas! and for the mods, that means no more!

 

 


you are missing the simple fact that there is a difference between corporate level agreements and end user level agreements, two completely different things. The carrier makes agreements with authorized retailers to resell their services, in these agreements that are specific sections that offer the retailer the ability to offer their customers special pricing or exemptions just to draw them in to their business and not go to anyone else to buy it. This happens at all levels of of the business community. IF you would have purhcased the device from targe YOU would have gotten the waiver of the activation fee, that is the point you are missing. As you said your "gold level service" ended so you are not eligible for a waive of the charges.


edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

wingrider01 wrote:

edcuccia wrote:

OhItsIta wrote:

I stand corrected, not all customers. Those on the AT&T Next Installment Plan and Business accounts, I believe, do not have the upgrade/activation fees.

 

If a Target employee had that e-mail, it was most likely because they were waiving the fees if you purchased a device at Target.

 

My family has had AT&T since I can remember, and they have always paid upgrade fees.  There's certain promotions and if the circumstances call for it, then they are waived. But normally, they are standard and have to be paid. It is part of the contract that you signed for.


You yourself admit that it is not MANDATORY!

Very, very sad!

 

[Please keep it courteous]


read it again, the fees where not waived but paid by target probably out of the profit they recieve per device sale. Just like offerring 36.00 off a 99.00 item. sales promotion. It is mandatory unless as a part of an offer, those offers expire and are no longer valid.

 

 

If you did not purchase the device from a target store during the time period the promotion was offered you do not qualify


If you are talking to me, I dont need to read it again.  I know what it was and said: It was an ATT email, too Target saying that fees were waived.

 

Thanks for your interest though,

Regards,

 

Ed

 

 


Well target stores need to be informed of the promotion that was worked out between target corporate and the carrier, so it stands to reason that the email will be sent out by att, but you are still missing the point that it is a promotion it does not mean that the fees are not mandatory outside of the promotion per contract


With all due respect, I am not missing anything!  I have had ATT not charge this fee in years past, for various reasons.  I have also, as I recall, belonged to a segment that they called "gold service" accounts which recently ended and as I recall, many fees were not charged for these folks.

 

So by no means, as you state, is this something that is "etched" in stone.  If it was mandatory, they would make NO exceptions, deals or not, to anyone.

 

No Mas! and for the mods, that means no more!

 

 


you are missing the simple fact that there is a difference between corporate level agreements and end user level agreements, two completely different things. The carrier makes agreements with authorized retailers to resell their services, in these agreements that are specific sections that offer the retailer the ability to offer their customers special pricing or exemptions just to draw them in to their business and not go to anyone else to buy it. This happens at all levels of of the business community. IF you would have purhcased the device from targe YOU would have gotten the waiver of the activation fee, that is the point you are missing. As you said your "gold level service" ended so you are not eligible for a waive of the charges.

Re: Horrible phone service Support call taker refuses to give information requested

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Edited by ATTDmitriyCM on Mar 20, 2014 at 12:48:34 PM

Hey Ed,

 

Customers activating a new line of service on the AT&T website between Friday, January 24, 2014, and Friday, February 28, 2014, were able to take advantage of a waived activation fee offer, which displayed online. This offer was valid on new activations, including phones, tablets, wireless home phone, USB modems, and Mobile Hotspot devices, and could not be combined with any existing promotion., With AT&T Next, customers could take advantage of no activation fee, no money down, and get a $15 discount on Mobile Share Value plans.

 

I Hope This Helps

Brandon

Hey Ed,

 

Customers activating a new line of service on the AT&T website between Friday, January 24, 2014, and Friday, February 28, 2014, were able to take advantage of a waived activation fee offer, which displayed online. This offer was valid on new activations, including phones, tablets, wireless home phone, USB modems, and Mobile Hotspot devices, and could not be combined with any existing promotion., With AT&T Next, customers could take advantage of no activation fee, no money down, and get a $15 discount on Mobile Share Value plans.

 

I Hope This Helps

Brandon

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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NO

NO

Re: Horrible phone service Support call taker refuses to give information requested

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I think part of the problem is that with all of the new NEXT plans and upgrades, etc. AT&T offers, many retailers and even AT&T CS reps are not giving out accurate information. We upgraded a line at Best Buy on 2/14/14 and were told there would be no activation fee. Yet there it is on my bill. I also switched my plan over to the new 10GB plan (had 10GB mobile share already) and was told (during a 2 hour chat in which I got disconnected, then reconnected) that the change date would be dated on my Feb billing cycle beginning date as to avoid prorated charges. Yet, just got the bill and the charges are prorated and dated 2/14 for ALL lines, not just the upgraded line. AND it was not explained that the line we upgraded would be priced differently than the NEXT plan upgraded lines. It's all VERY confusing for customers, and many reps don't know more than I do. And of course all of the correspondence is verbal or in chat - so no record to prove what I was told. I understand Ed's frustration well, even if he isn't being very nice. After a 2 hour chat last night in which the very very nice rep failed to do (I found out this morning) what she said she would, and a 30 minute phone call this morning to try and figure it out (while I was trying to work) - I see why people change carriers Smiley Sad
I think part of the problem is that with all of the new NEXT plans and upgrades, etc. AT&T offers, many retailers and even AT&T CS reps are not giving out accurate information. We upgraded a line at Best Buy on 2/14/14 and were told there would be no activation fee. Yet there it is on my bill. I also switched my plan over to the new 10GB plan (had 10GB mobile share already) and was told (during a 2 hour chat in which I got disconnected, then reconnected) that the change date would be dated on my Feb billing cycle beginning date as to avoid prorated charges. Yet, just got the bill and the charges are prorated and dated 2/14 for ALL lines, not just the upgraded line. AND it was not explained that the line we upgraded would be priced differently than the NEXT plan upgraded lines. It's all VERY confusing for customers, and many reps don't know more than I do. And of course all of the correspondence is verbal or in chat - so no record to prove what I was told. I understand Ed's frustration well, even if he isn't being very nice. After a 2 hour chat last night in which the very very nice rep failed to do (I found out this morning) what she said she would, and a 30 minute phone call this morning to try and figure it out (while I was trying to work) - I see why people change carriers Smiley Sad

Re: Horrible phone service Support call taker refuses to give information requested

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Edited by edcuccia on Mar 20, 2014 at 10:19:03 AM

Saddest part to this is, ATT is much like the Post Office.  They know, even though you can produce operator ID or a name, that there is a very good chance it is bogus and that they are not going to do anything about it any way.  There is no one that exists that can make them do the right thing.

 

As far as me not being nice, I dont see that as the case.  It was improper for an ATT employee to discuss some one elses account, without their permission.  Was any action taken on this?  Do higher ups at ATT care?   Did anyone at ATT care to see thru all of this and reach out to do the right thing?

 

No

 

Good luck in resolving your issue, because ATT knows that they have you by contract, regardless of the mistakes made by the person you initially spoke to!  Its a shame they truly dont listen to what are suppose to be recorded for traiing calls, because if they did, more consumers would be happy!

 

Their comment that your call may be recorded is only there in an attempt to make you act civil!

 

Again, there is no one, no organization and no level of ATT supppot and service that REVIEWS serious customer complaints, and reslolves them.  It all gets covered up and forgotten in some forum such as this.

 

Regarding calls and chat, there needs to be an "escalate" choice at the end of these conversations.

 

 

Saddest part to this is, ATT is much like the Post Office.  They know, even though you can produce operator ID or a name, that there is a very good chance it is bogus and that they are not going to do anything about it any way.  There is no one that exists that can make them do the right thing.

 

As far as me not being nice, I dont see that as the case.  It was improper for an ATT employee to discuss some one elses account, without their permission.  Was any action taken on this?  Do higher ups at ATT care?   Did anyone at ATT care to see thru all of this and reach out to do the right thing?

 

No

 

Good luck in resolving your issue, because ATT knows that they have you by contract, regardless of the mistakes made by the person you initially spoke to!  Its a shame they truly dont listen to what are suppose to be recorded for traiing calls, because if they did, more consumers would be happy!

 

Their comment that your call may be recorded is only there in an attempt to make you act civil!

 

Again, there is no one, no organization and no level of ATT supppot and service that REVIEWS serious customer complaints, and reslolves them.  It all gets covered up and forgotten in some forum such as this.

 

Regarding calls and chat, there needs to be an "escalate" choice at the end of these conversations.

 

 

Re: Horrible phone service Support call taker refuses to give information requested

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Edited by loganic on Mar 20, 2014 at 11:52:43 AM

Hey,

 

To clarify what the AT&T community manager had said, the upgrade fee is to pay for AT&T's expenses for the phone. AT&T makes little to no money on the phones themselves. It's typically sold for the same price as provided by the manufacturer, but AT&T provided a lot of support for phones, general training, device support tools for agents and customers, general network tweaking to optimize service for individual phones, ect. 

 

To address general objections to upfront cost, such as the upgrade, AT&T created the AT&T Next program.

If you really want to avoid those fees, choose that.

If 3rd party offers cover the fee for you, AT&T doesnt take responsibility for their success.offer. If they make an offer, and fail to do so, for example if they didn't cover your upgrade fee, or or if they charged your credit card the full price instead of minus the $50 discount they offered, than you contact original entity who offered that.

 

The $36 is as much a part of getting the phone under contract as the regular price. It doesnt matter if the $36 comes off the fee or phone. Why should you treat it any differently?

 

-Alex

 

Hey,

 

To clarify what the AT&T community manager had said, the upgrade fee is to pay for AT&T's expenses for the phone. AT&T makes little to no money on the phones themselves. It's typically sold for the same price as provided by the manufacturer, but AT&T provided a lot of support for phones, general training, device support tools for agents and customers, general network tweaking to optimize service for individual phones, ect. 

 

To address general objections to upfront cost, such as the upgrade, AT&T created the AT&T Next program.

If you really want to avoid those fees, choose that.

If 3rd party offers cover the fee for you, AT&T doesnt take responsibility for their success.offer. If they make an offer, and fail to do so, for example if they didn't cover your upgrade fee, or or if they charged your credit card the full price instead of minus the $50 discount they offered, than you contact original entity who offered that.

 

The $36 is as much a part of getting the phone under contract as the regular price. It doesnt matter if the $36 comes off the fee or phone. Why should you treat it any differently?

 

-Alex

 

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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Edited by ATTDmitriyCM on Mar 20, 2014 at 12:56:52 PM

I have a name, its not Hey! 

 

I do not have this type relationship with you!

 

[Please keep it courteous]

I have a name, its not Hey! 

 

I do not have this type relationship with you!

 

[Please keep it courteous]

Re: Horrible phone service Support call taker refuses to give information requested

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Ed, I meant no offense.

I intended that to be towards anyone asking similar questions.

Since the issue started a couple months, I imagine, quite a few people have had a chance to read this.

 

Did you have any further concerns regarding the upgrade process, instead?

-Alex

 

Ed, I meant no offense.

I intended that to be towards anyone asking similar questions.

Since the issue started a couple months, I imagine, quite a few people have had a chance to read this.

 

Did you have any further concerns regarding the upgrade process, instead?

-Alex

 

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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I would like to thank everyone for taking the time to post your comments and opinions related to this topic. This topic has been thoroughly discussed and will now be closed.

 

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I would like to thank everyone for taking the time to post your comments and opinions related to this topic. This topic has been thoroughly discussed and will now be closed.

 

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Horrible phone service Support call taker refuses to give information requested

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