- Report: #81571
Complaint Review: AT&T Wireless - Redmond Washington
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AT&T Wireless
attwireless.com Redmond, Washington, U.S.A.
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AT&T Wireless customer rep promised incentives but didn't honor them ripoff Redmond Washington
Have been a AT & T wireless customer for about 4 years. I called them to see if they could offer me any incentives to stay with them as other companies were offering plans with better minutes at a lower cost.
Their customer rep offered me several incentives to remain with At&T including an additonal 200 anytime minutes each month. These minutes showed up for the first month after I talked to her but on second billing cycle the extra minutes had disappeared.
I called and their "resolution specialist" told me that the customer rep made a mistake and they could only offer 100 minutes and if I didn't like that I could revert my plan back to it's original agreement (in all fairness they had given me some other incentives to stay) which didn't include any extras at all. This resolution rep was defensive and abrupt from the very beginning of our conversation. I found this very insulting as she was saying in so many words-either take this 100 minutes or we are going to punish you and take away all the other promotions we promised you. After much ado, I agreed. Then the "resolution specialist" said, oh well, it seems the computer won't allow us to put in the 100 minutes either. So 2 customer service reps and 1 resolution rep all promised extra minutes but when it came time to deliever them, their excuse was the computer would not allow it and over rode any extra minutes they tried to add. In an industry where folks change their carrier about as often as they change their underwear, the fact that I had been a customer for 4 years apparently meant nothing.
Regena
Richland, Washington
U.S.A.
Their customer rep offered me several incentives to remain with At&T including an additonal 200 anytime minutes each month. These minutes showed up for the first month after I talked to her but on second billing cycle the extra minutes had disappeared.
I called and their "resolution specialist" told me that the customer rep made a mistake and they could only offer 100 minutes and if I didn't like that I could revert my plan back to it's original agreement (in all fairness they had given me some other incentives to stay) which didn't include any extras at all. This resolution rep was defensive and abrupt from the very beginning of our conversation. I found this very insulting as she was saying in so many words-either take this 100 minutes or we are going to punish you and take away all the other promotions we promised you. After much ado, I agreed. Then the "resolution specialist" said, oh well, it seems the computer won't allow us to put in the 100 minutes either. So 2 customer service reps and 1 resolution rep all promised extra minutes but when it came time to deliever them, their excuse was the computer would not allow it and over rode any extra minutes they tried to add. In an industry where folks change their carrier about as often as they change their underwear, the fact that I had been a customer for 4 years apparently meant nothing.
Regena
Richland, Washington
U.S.A.
2 Updates & Rebuttals
Steven
Phoenix,Arizona,
U.S.A.
This seems to be a typical scheme for AT&T
#2Consumer Comment
Mon, April 26, 2004
I had almost the same experience: in order to make me switch from Q-West, AT&T promised me a $ 10,- credit for 12 months. I even have that in writing from them. When the credit did not show up in the bill the "resolution specialist" told me that the rep made a mistake and was not supposed to make such an offer. "The computer system would not allow this $ 10,- credit..." Then she offered me something else that would result in less than the promised $ 120 credit over 12 months. I would guess that their reps are tought to make any kind of offer when they are in training, once when the customer has switched promises don't count anymore. It is just rediculous for a company like AT&T that they are claiming not to be in control of what their employees are doing and that they won't take responsability for their employees actions.
Steven
Phoenix,Arizona,
U.S.A.
This seems to be a typical scheme for AT&T
#3Consumer Comment
Mon, April 26, 2004
I had almost the same experience: in order to make me switch from Q-West, AT&T promised me a $ 10,- credit for 12 months. I even have that in writing from them. When the credit did not show up in the bill the "resolution specialist" told me that the rep made a mistake and was not supposed to make such an offer. "The computer system would not allow this $ 10,- credit..." Then she offered me something else that would result in less than the promised $ 120 credit over 12 months. I would guess that their reps are tought to make any kind of offer when they are in training, once when the customer has switched promises don't count anymore. It is just rediculous for a company like AT&T that they are claiming not to be in control of what their employees are doing and that they won't take responsability for their employees actions.
