• Report: #545589

Complaint Review: AT&T WIRELESS

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  • Submitted: Saturday, December 26, 2009
  • Last Posting: Tuesday, February 02, 2010
  • Reported By: ash — belmont California United States of America
AT&T WIRELESS
123 dont know street Internet 94002 United States of America

AT&T WIRELESS AT&T ONLINE CUSTOMER SERVICE SCAM ARTISTS - SWITCH AND BAIT TACTICS, Internet

*UPDATE Employee: Read everything when you order online, don't blame reps


1Author 1Consumer 1Employee/Owner

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Welcome to AT&T wireless! My wife and I have forever had different wireless service providers. So we were trying to switch to a family plan with the same provider. We wanted to check which service provider is offering better deals during Christmas. Thanks to the popular "i-phone", I decided to switch my (sprint) service to AT&T. Went through their online system to add a new line for an i-phone (a christmas present to my wife) and realized to have to have a data plan for $30. I decided to get online customer service help (a CS rep on chat) to help me with my order. I asked the chat representative - if I am allowed to share the data plan between the two phones on a family plan. The rep in the chat window gave me an enthusiastic "YES!!"; that was the turning point, I decided to place an iphone order for $200 with an additional line of service.  I should have known its the "standard switch and bait" tactics from AT&T to cheat customers during Christmas.

I spoke to the CS rep later over phone and she told me that i have to have a separate $30 plan for my other smart phone line. I asked her to access my chat records with the previous CS rep - so that she can confirm that this is exactly what they had promised me - but she said she didnt have access to the records. Transfered me to a manager - who was equally horrible and gave me a "sorry there is nothign we can do! We are sorry you were given misleading information by our chat representative, but we can't do that". I am 100% sure they have access to the chat info! I asked her to transfer me to their online survey that i am supposed to take after the call - "Sorry sir, once you have been transferred, you can't be put back on the survey." followed by a cold "is there anything else I can help you with?"

Since i work for a ".com" and need access to email -- Now i am stuck with having to either return my phone and incur a $35 restocking fee and loose out on the activation fee.

This report was posted on Ripoff Report on 12/26/2009 6:15:43 PM and is a permanent record located here: http://www.ripoffreport.com/cellular-phone-companies/at-t-wireless/at-t-wireless-at-t-online-cust-79ed6.htm. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 1Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

You posed the wrong question to the rep

AUTHOR: Shooter McGavin - Beverly Hills (U.S.A.)

SUBMITTED: Wednesday, December 30, 2009

"I asked the chat representative - if I am allowed to share the data plan between the two phones on a family plan. The rep in the chat window gave me an enthusiastic "YES!!"

 

If you posed the question to the rep the same way you did on here then you were given a correct answer from the rep.  You failed to mention that you are ordering an IPhone which requires a IPhone data plan per phone.  It is even detailed on their website when you go through the order...

Feature Please note: Data plan for iPhone is required for the life of your iPhone service and cannot be removed in the future. Data Plan for iPhone $30.00/month

 

Also here...

*Requires purchase of a $30/mo data service. 2 year contract & new activation required. Limit 2 iPhone devices per household when ordering online. iPhone does not qualify for the Bing cashback program.

 

The IPhone data plan is the only data option that shows on the ordering page also...sorry but this does not sound like the fault of AT&T and it is definately in my opinion not a bait and switch because the details are on the very webpage you were placing your order from

 

Best,

Shooter


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#2 Employee

Read everything when you order online, don't blame reps

AUTHOR: Customer_Rep_27 - (United States of America)

SUBMITTED: Tuesday, February 02, 2010

Shooter's right, it is on the website when you order your phone, in fact, when you place your order, when you hit submit, a window pops up and also states that the iphone requires a $30 data plan. If you didn't read it then that's not our problem. Also, we do NOT have records to online chats or previous calls you've made to customer service, yes they are recorded however they are all stored in the corporate offices, not the call centers, so demanding it from the rep or supervisor you spoke to isn't going to help, we don't have it!!

The data plan requirement became effective in November of 2009, and AT&T was one the last carriers to require it. It is required with almost all smartphones, including Iphones, blackerrys, palm and other smartphones. It is there so you don't end up being charged for high data charges on your bill, because then no doubt you would call and bitch to the rep about that to.

Learn to read the fine print and ask direct questions, it will save you a lot of hassle. Don't blame the reps when you fuck up, grow some balls and deal with it.


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