disparate treatment

Tutor

disparate treatment

We have built a new home and the closest cell site is 13 1/2 miles away over hill terrain.
I would love to keep my existing service however no high speed internet available for a microcell use. We have had att wireless service over 10 years.
My neighbor at new home location i convinced to switch to att last year before homes became a reality was allowed to exit his multiple smartphone contract without any termination fees.
I spoke with att today over 2 hours and ultimately was told that's between att and them, I however will be required to pay to break my contract.
What a disappointment, just want my phones to work!
Message 1 of 14 (689 Views)
Expert

Re: disparate treatment


scharlans wrote:
We have built a new home and the closest cell site is 13 1/2 miles away over hill terrain.
I would love to keep my existing service however no high speed internet available for a microcell use. We have had att wireless service over 10 years.
My neighbor at new home location i convinced to switch to att last year before homes became a reality was allowed to exit his multiple smartphone contract without any termination fees.
I spoke with att today over 2 hours and ultimately was told that's between att and them, I however will be required to pay to break my contract.
What a disappointment, just want my phones to work!

unfortunately moving to an area with poor or no service is not a cluase to allow you to terminate the contract without paying the ETF. Service coverage is not promised to be 100 percent in all places at all times. What occurred with your neighor is a very rare occurrance that there maybe additional reasons behind the release of the requirement of the ETF that are not mentioned to other customers. Why don;t you specificly ask your neighbors how they did it?

 

I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST within 2 to 3 business days.

 

Message 2 of 14 (638 Views)
Tutor

Re: disparate treatment

There are no differences.he's been a customer only 10 months, now has other provider that's works and I have no service and been a customer 10 years.he had 2 Motorola smartphones and I have 2 samsungs that att won't do for me what they did for him. He simply kept calling and asking. New provider will cost me much more monthly and I will have wasted 200 on insurance cost at Costco.not like I'm trying to work the system. Just want working phones for my family, not an unreasonable request!
Message 3 of 14 (615 Views)
Expert

Re: disparate treatment


scharlans wrote:
There are no differences.he's been a customer only 10 months, now has other provider that's works and I have no service and been a customer 10 years.he had 2 Motorola smartphones and I have 2 samsungs that att won't do for me what they did for him. He simply kept calling and asking. New provider will cost me much more monthly and I will have wasted 200 on insurance cost at Costco.not like I'm trying to work the system. Just want working phones for my family, not an unreasonable request!

you can either PM like I mentioned or kepe calling - termination with no etf is rare, but I guess it does happen, if you got your phones at costco you might also check to see if they have any length of contract stipulations, a lot of the wholesale cell outlets have caveats that if you don;t keep service for x amount of time you are billed a surcharge.

Message 4 of 14 (597 Views)
Tutor

Re: disparate treatment

He got his phones at Costco also.
Message 5 of 14 (549 Views)
Expert

Re: disparate treatment


scharlans wrote:
He got his phones at Costco also.

doesn't matter, costco. walmart, bestbuy all publish the carriers rules and requirements, they can tack on additional termination charges that are unique to them since they are a authorized retailer, but they cannot alter the carrier terms of service and termination regulations

Message 6 of 14 (525 Views)
Tutor

Re: disparate treatment

Well I was asked if there was a difference between his contract and mine! He was originally offered to get out of 1/2 his etc, as have I now. Just seems like att should do right thing 1st time and not try to wear down customers.
I am prepared to wear and then some since I have a material change in my service. Not to mention the new administrave fee issue.
Message 7 of 14 (496 Views)
Expert

Re: disparate treatment


scharlans wrote:
Well I was asked if there was a difference between his contract and mine! He was originally offered to get out of 1/2 his etc, as have I now. Just seems like att should do right thing 1st time and not try to wear down customers.
I am prepared to wear and then some since I have a material change in my service. Not to mention the new administrave fee issue.

good luck in your endevors

Message 8 of 14 (485 Views)
Tutor

Re: disparate treatment

Thank you
Message 9 of 14 (469 Views)
Tutor

Re: disparate treatment

Just this weekend, neighbor was bite by baby rattlesnake. No bars in my place or area surrounding. Couldn't call 911.
Looks like my calls got me 110.00 bill credit. I don't want a bill credit, just want out so I can get phones that work!
Customers are important, just not that important, I guess with exceptions, other neighbor just got final bill with waived 480.00 etc. Nothing for me,.......10 year customer.
Message 10 of 14 (323 Views)
Expert

Re: disparate treatment


scharlans wrote:
Just this weekend, neighbor was bite by baby rattlesnake. No bars in my place or area surrounding. Couldn't call 911.
Looks like my calls got me 110.00 bill credit. I don't want a bill credit, just want out so I can get phones that work!
Customers are important, just not that important, I guess with exceptions, other neighbor just got final bill with waived 480.00 etc. Nothing for me,.......10 year customer.

either pm the customer service team, call customer service or write them a letter. Posting here will not get your desired results

Message 11 of 14 (315 Views)
Tutor

Re: disparate treatment

Just venting to prep for another call and explain entire thing again.
Message 12 of 14 (292 Views)
Expert

Re: disparate treatment

[ Edited ]

scharlans wrote:
Just venting to prep for another call and explain entire thing again.

why call, send the PM. You are getting to the exact same group of people unless you really enjoy sitting on the phone

Message 13 of 14 (270 Views)
Community Support

Re: disparate treatment

Hi scharlans,

 

We received your private message and one of our managers will be reaching out to you shortly to look into the coverage in your area and the options available.

 

Thanks!

 

Nicole K.

AT&T Customer Care

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