Horrible phone service Support call taker refuses to give information requested

Tutor

Horrible phone service Support call taker refuses to give information requested

[ Edited ]

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

Message 1 of 23 (945 Views)
Community Manager

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

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

Employee Contributor*
*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.
Message 2 of 23 (921 Views)
Tutor

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

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!

Message 3 of 23 (907 Views)
Employee

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

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.

Employee Contributor*
*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.
Message 4 of 23 (900 Views)
Community Manager

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

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

Employee Contributor*
*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.
Message 5 of 23 (896 Views)
Tutor

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

[ Edited ]

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!

Message 6 of 23 (897 Views)
Tutor

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


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!

Message 7 of 23 (897 Views)
Employee

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

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.

Employee Contributor*
*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.
Message 8 of 23 (887 Views)
Tutor

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

[ Edited ]

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]

Message 9 of 23 (882 Views)
Employee

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

[ Edited ]

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.

Employee Contributor*
*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.
Message 10 of 23 (874 Views)
Expert

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


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

Message 11 of 23 (830 Views)
Tutor

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

[ Edited ]

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

 

 

Message 12 of 23 (825 Views)
Expert

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


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

Message 13 of 23 (822 Views)
Tutor

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


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!

 

 

Message 14 of 23 (821 Views)
Expert

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


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.

Message 15 of 23 (784 Views)
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