Complaint Review: AT&T Broadband Internet Services

On Oct 7, 2009 a polite and professional looking AT&T representative came to my door offering a package deal on TV, Phone and Broadband Internet Services.  After an extended conversation, I let her inside and we discussed the costs.  She told me that if I ordered today, I would receive a $25 monthly discount on my internet service "for as long as you keep the service".  She even wrote this on my order form.

So I ordered the package deal.  The installers came to my home a week later and everything seemed fine until I received the bill.  It was quickly apparent that I had not received the promised discount.  So I called customer service and spoke to a representative who assured me he would take care of the problem.  After a couple of days no change had occurred in my online bill.  So I called again... similar response, no change. 

So I called a third time and insisted on speaking with a supervisor.  No supervisor was available (how convenient).  I faxed a copy of the order form showing what the AT&T rep had promised in writing.  After a couple of days, while I was unavailable to take her call, a supervisor returned my call.  She obviously had not read the details of my complaint, nor my fax and simply stated that the discount I was "asking for" was not available in my area.  She left a phone message offering some lame compromise. 

After several other tries and by now a total of over four hours of my wasted time, I finally reached a supervisor who told me that the order form did not constitute a contract.  She said "I can't give you something we don't have" and I told her that I don't do business with any company who uses bait and switch tactics. 

So I am now in the process of switching back to Time Warner Cable as my provider.  I would advise anyone who has an AT&T representative come to your door, to not believe their promises even if they give them to you in writing.  I'll never do business with AT&T again under any circumstances.