3 Messages
AT&T fails to honor promotional offer that I received in writing via text from salesperson
AT&T was going door-to-door in my neighborhood, selling their new internet service. I was informed that I would receive a $20 discount per month, decreasing the $65 per month rate to $45 per month, by linking my existing family plan cellular service account to this new internet service account. I made it very clear that I was not the primary accountholder for the cellular plan and was still assured that I would qualify for the discount. There were no qualifiers mentioned about which service address is tied to the cellular plan. This information was included in a recap text message from the salesperson, and I was told that I simply needed to call the VIP # provided to link the accounts.
As you can see from the text messaging, no call back from the supervisor, and worse, AT&T is refusing to honor the deal that they promoted to me. I was underwhelmed with Spectrum customer service, but somehow AT&T managed to oversell, underdeliver and waste my time before we even got to installation. What a disappointment.
I'm spreading the here and on other platforms to make sure my neighbors aren't similarly duped.
ATTHelp
Community Support
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232.9K Messages
4 months ago
Hi @zacksavitz!
We hear you and want to help you on this.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums,
Gary, AT&T Community Specialist.
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zacksavitz
3 Messages
4 months ago
Hi Gary,
Thanks for the input. I have called the "VIP" line and spoke with an agent. I kindly requested escalation to a supervisor and was told that I would receive a call, which didn't happen.
It seems like the corporate policy is to make it very difficult to reach anyone with actual authority to make good on the terms that the salesperson sold me. When I call in, it's clear that I'm speaking with outsourced customer support that lacks authority to do anything.
How do you advise reaching out via social media for support? Perhaps, this is a better avenue.
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my thoughts
Former Employee
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22.5K Messages
4 months ago
You failed to meet the requirements of the offer which is online to verify any information presented.
Basically have to be NEW internet fiber 300 or greater customer, cannot be existing copper being upgraded or migrated. New or existing cell phone account with matching addresses for both separate accounts (which you do not meet?) With a postpaid, not prepaid, account of minimum $60 per month if limited and $75 per month if unlimited.
from fine print details of online offers…
Internet Savings Offer: Subj to change and may be discontinued at any time. New residential customers who purchase an AT&T Fiber plan (300Mbps or higher) and have or subscribe to an eligible AT&T postpaid wireless plan will receive a $20/mo bill credit applied towards the internet bill w/in two bills. Wireless billing and internet service addresses must match. Must maintain eligible services for continued receipt of promotional discount. Wireless and internet services billed separately. One discount per customer account. Employees, upgrades, and migrations to fiber not eligible. Subj. to Internet Terms of Service at att.com/internet-terms. Req’d Wireless: Postpaid voice & data plan for smartphones (for new customers min. $60/mo. before discounts; $75/mo. before discounts for unlimited). An unlimited plan is not required. Add’l fees, taxes and other charges & restr's apply.
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zacksavitz
3 Messages
4 months ago
The terms of the promotion online or the fine print doesn't change the fact that an AT&T representative presented me with an offer and assured me that I would qualify for the promotion tied to the connection of the existing account.
Why is the onus on the customer to validate the promotion that the AT&T representative presented and assured me that I was eligible for? Good customer service would be that AT&T owns the mistake of their salesperson and honors the deal regardless of the fine print online.
It seems like predatory sales tactics to knock on my door, offer me a deal, get me to sign up, and then change the terms that the salesperson presented.
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