AT&T Uverse 3 Free Receivers SCAM When signing up they claim that you will not pay for up to 3 receivers including 1 DVR Clevaland Ohio
I know U-verse is IPTV, but there is no associated category, so I chose cable TV. I signed up for the AT&T U-verse U200 package (without internet) and had it installed in my home on 8/5/2008. The package included 3 Free Receivers, one being a DVR which can record 160 hrs of SD video and 80 hrs of HD video. Month to month billing - no contract. 1st Month free. At $59.95 per month.
Since then, the service has been great and the bill has always been around $60 per month. Well, this month (Feb 09) My bill is about $15 higher than the rest. ($74.88) So I called into customer support. They tell me that 2 things happened about the same time. 1. My 6 month introductory time period of receiveing a $10 credit on my bill has expired, and 2. the cost for additional receivers has increased from $5 to $7. Now... as you may feel the same as I, I'm starting to get agrivated at this point. I told the rep that when I signed up, I was told clear as day, that I would not be charged EVER for the receivers. I even asked if it was only for a limited time, and that I would not see a rate increase after the first 12 months for example. That was how they marketed their product back then. 3 Free receivers Period. NOT 3 free receivers for the first 6 months. I remember when I got my first bill and they actually charge for the 2 additional receivers in addition to the Free DVR box. There was a $5 charge for each, then further down the bill there is a $10 credit. So I called in and asked if it will always be this way. It was confirmed that it will always be this way as long as I have the account, I will not be charged for the receivers.
Now yesterday when I called the customer service they say that they are sorry for the miscommunication, but prices go up. Just like a gallon of milk goes up at the store. I'm not finding this analogy funny of course. I told him that I would dig up my info from when I signed up and call into a supervisor tomorrow. Stay tuned.
Kaution
Solon, Ohio
U.S.A.
2 Updates & Rebuttals
Kaution
Solon,Ohio,
U.S.A.
AT&T 3 Free Receivers Scam Update
#3Author of original report
Fri, February 20, 2009
Called in again and spoke with a different Customer Service rep, wrote down his name and Agent code. He kept repeating to me that when I signed up they did not have a 3 free receivers free promotion going on. That promo had ended on April 1st 2008. So anyone signing up for U-verse on or before March 30, 2008 still has "free" on their bill next to the receivers, but people like me who signed up after, get charged $5 each for the receivers and then credited back $10 for 6 months. Even though the agent on the phone sold the package to me with 3 FREE RECEIVERS. NOT one included DVR and two receivers that I will be credited for until the 6 month expiration date. Then after 6 months they remove the credit and you are effectivly being charged for receivers that you were told were fFREE to begin with. After explaining over again that the person who signed me up and sold me the service had "mislead" me to believe that the 3 receivers were FREE. He said that they still could not do anything about it. He kept telling me that he was not on that call so he can not confirm or deny my claim. I asked him to pull the recording of the guy who sold me the service, listen to it, then decide. If it was unclear or if there was any miscommunication at all. He said he does not have access to that. I asked him at this point, I would need to be transferred to someone who does have access to do that. He transferred me to an account manager. Basically the same conversation took place, but she was able to offer me a $20 credit for 6 months, which in turn forces me down a different avenue. By accepting that offer, I would be admitting that that the receivers are not free and the $20 credit would expire after 6 months. So it's either keep being charged the increased $7 per month per receiver, or go with the $20 credit for 6 months, or cancel the service. I've learned one very important lesson here.. When ordering anything at all over the phone, RECORD THAT CALL. Identify the person selling you the product by name and Agent Code or operator number or any how they identify themselves. Ask specific questions durning the call, and keep that recording forever. That is the only way you can make sure that you are not "subject to change" Also, the age old expression that "nothing is free"
Kaution
Solon,Ohio,
U.S.A.
AT&T 3 Free Receivers Scam Update
#3Author of original report
Fri, February 20, 2009
Called in again and spoke with a different Customer Service rep, wrote down his name and Agent code. He kept repeating to me that when I signed up they did not have a 3 free receivers free promotion going on. That promo had ended on April 1st 2008. So anyone signing up for U-verse on or before March 30, 2008 still has "free" on their bill next to the receivers, but people like me who signed up after, get charged $5 each for the receivers and then credited back $10 for 6 months. Even though the agent on the phone sold the package to me with 3 FREE RECEIVERS. NOT one included DVR and two receivers that I will be credited for until the 6 month expiration date. Then after 6 months they remove the credit and you are effectivly being charged for receivers that you were told were fFREE to begin with. After explaining over again that the person who signed me up and sold me the service had "mislead" me to believe that the 3 receivers were FREE. He said that they still could not do anything about it. He kept telling me that he was not on that call so he can not confirm or deny my claim. I asked him to pull the recording of the guy who sold me the service, listen to it, then decide. If it was unclear or if there was any miscommunication at all. He said he does not have access to that. I asked him at this point, I would need to be transferred to someone who does have access to do that. He transferred me to an account manager. Basically the same conversation took place, but she was able to offer me a $20 credit for 6 months, which in turn forces me down a different avenue. By accepting that offer, I would be admitting that that the receivers are not free and the $20 credit would expire after 6 months. So it's either keep being charged the increased $7 per month per receiver, or go with the $20 credit for 6 months, or cancel the service. I've learned one very important lesson here.. When ordering anything at all over the phone, RECORD THAT CALL. Identify the person selling you the product by name and Agent Code or operator number or any how they identify themselves. Ask specific questions durning the call, and keep that recording forever. That is the only way you can make sure that you are not "subject to change" Also, the age old expression that "nothing is free"