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Listony's profile

Tutor

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5 Messages

Wednesday, March 1st, 2017 10:31 PM

Discount denied for asking questions?

Before leaving for my trip, I called to arrange for the AT&T Passport plan, and even set up which countries I would be visiting. From the moment I arrived in the first country, my phone did not work. I spent nearly an hour on a friend's Verizon phone with an AT&T tech, trying to resolve the problem.

AT&T was unable to resolve the problem. I was without a phone for two weeks.

Today I called to ask for a refund for the plan I purchased. I also asked to have two weeks of my regular phone plan refunded since it was useless to me for the half month.

They offered me an amount they believed was fair, which was not unfair, but I asked about how to make sure this doesn't happen again when I travel and why my friends using Verizon had no problem whatsoever. The only way I could get an answer to that was to ask to talk to a manager/supervisor.

The manager supervisor then told me that I had "declined the offered discount" - which I had not - and told me there was no way to make sure that my phone would work overseas.

I asked if there were technical records of any kind kept by the service tech who tried to fix the problem (as I sat connected through wifi rom London Heathrow airport) so that we could narrow down the problem and see if it was my specific phone and the manager said "no."

So, AT&T, the people who built the world's communication networks and the internet, do not keep computerized records? The best we could hope for was to take my phone and have it diagnosed at an AT&T store - which I said I would do, but that I am in disbelief that there is no way to access the computerized records of a guy using a computer to work on my phone.

Anyhow, she refused to again offer me the discount to keep me as a customer - a customer who had not yet decided to leave AT&T.

Do I have any recourse?

ACE - Expert

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16.5K Messages

7 years ago

@Listony When you are overseas, you are not on AT&Ts network...

 

Sorry it didn't work for you, mine generally works great out of the country.

 

 

Tutor

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5 Messages

7 years ago

Mine did not and the tech couldn't figure it out. The call center offered me a fair discount/reimbursement, but escalated me to a supervisor to answer my questions about what to do, and that person cancelled the discount and offered to cancel my service.  That's not what I wanted.  I wanted working overseas service.
I am not afraid to have that conversation listened to for clarity.

 

 

ACE - Sage

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116.6K Messages

7 years ago

Are you a postpaid customer?  Prepaid cannot roam outside the USA.

Did they add both passport and $0 international roaming?

Did they have you select a local network?   (Settings, more, cellular networks)

 

Tutor

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5 Messages

7 years ago

Yes. I had the passport plan. My phone could see other networks but would not log in. Not even offer me the option to log in. Spent an hour online (wifi) with an ATT tech guy who couldn't help.

ACE - Expert

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16.5K Messages

7 years ago

@Listony What about the free international pay-per-use, was that turned on?

 

 

ACE - Sage

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116.6K Messages

7 years ago

FYI, whether or not passport worked, your account is not eligible for a credit while you travel.   Doesn't matter what state your phone was in, even if you left it home, off and in a drawer.  You can get a full credit on the unused passport plan.  

 

Another possibility is an incompatible phone.  What phone did you have?

 

 

Tutor

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5 Messages

7 years ago

IPhone 6

Tutor

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5 Messages

7 years ago

I set up everything in a phone call with ATT.  I was assured I needed to do nothing but turn the phone on and use it. 

WRONG.





Tony [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

ACE - Expert

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64.7K Messages

7 years ago

One question you have not answered yet. Do you have the $0 international pay per use feature on your line? Without that feature activated, you will not get service when you roam. The passport plan by itself is not sufficient. Also, this is a public forum, please remove your personal information.

Community Support

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230.7K Messages

7 years ago

Hello there @Listony!
 
We appreciate the feedback you have provided us in regards to your issue. I will be more than happy to look into the matter further.
 
Please expect a private message from me shortly. I would like to look into your account in order to better assist you.
 
I hope to speak soon! Have a great weekend in the meantime.
 
Shenoah, AT&T Community Specialist
 
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