Sales reps not properly trained or deliberately misleading

[orion50]

I have been researching/waiting for U-Verse since I first got wind of it’s existence, checking weekly at the availability site.  Huzza!  It is finally available in Lakemoor!  I stopped in at the Gurnee AT&T store to see first hand what the equipment and picture looked like.  While there I told the sales rep I liked what I saw and would go home to sign up via internet because the offer was better (one month free TV AND $100 cash back).  She said they were able to give the same offer as the internet, but I misunderstood the offer, it was one month OR $100.  Ok, possible.  I signed up and am waiting for install. When I rechecked the Internet offer, the small print does appear to offer free month AND $100.  I called the 800 number.  I read the offer to the rep and he apologized that the wording was ambiguous, but the offer really was one month free OR $100, just like in the store.  Just got an e-mail from U-verse which unambiguously offers one month free AND $100.  Called the 800 number again.  This time the rep said yes that is the internet offer and apologized that I was given incorrect information, but there was nothing she could do.  Ok, I got suckered. In a side discussion she insisted that the install will show that U-verse is superior to other TV offerings, since it is fiber to the premises, and I will forget about the lost opportunity when  I see it.  Hope so, U-verse now has a hump to get over in my perception, and, since I am first in the family to get U-Verse, I have already planned a "show-n-tell".  I don't think anyone is really satisfied with current cable/satellite. 

[hogrunr]

If you want to, cancel your initial order and then reschedule online to get the better offer. Nothing wrong wtih that since you were told incorrect information. Keep this site bookmarked also, if you have issues, this is a great place to come!

[skeeterintexas]

It's been awhile since I got UV but, yes, the (door-to-door) salesman made some outlandish claims.  I called the 800 number to verify what he said (month free, free HD, $50 check, etc.).  They nixed the $50 offer saying it'd expired earlier but did offer me something else of higher value.

Lesson learned: Never believe anyone who shows up on your doorstep with outlandish offers:   Caveat emptor


Message Edited by skeeterintexas on 03-07-2008 09:24 AM

[orion50]

Yes, I probably could cancel the original order and sign-up online, but I already have a confirmed install for tomorrow and my family comming over for a "Show-n-Tell" in the evening.  When you talk an Italian/Irish family, you mean FAMILY.  Not a small get-to-gether.  But thanks for the suggestion.

[hogrunr]

LOL...what time is your install set for? Depending on your setup and how much work the ATT guys have to do, I have seen the installs take up to 8 hours, but also as short as 2 hours. Just want you to be prepared.

[jdub12280_1]

Timing is also key... Pre march it was OR.. post march it was AND.  Promos change.... But... ONLINE offer should match PHONE offer.  Dates of Advertisements and expiration dates need to be noted.  If there is still discrepency then im sure it can be corrected or credited. IMHO

Justin

[hogrunr]

Their website and the recording on the phone when calling sales or tech support explicitly states that better deals maybe available on the web, and they are not permitted to match this over the phone or in the store.

[jdub12280_1]

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hogrunr wrote:

Their website and the recording on the phone when calling sales or tech support explicitly states that better deals maybe available on the web, and they are not permitted to match this over the phone or in the store.

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Maybe is the KEY word there.  It's the same message all customers hear when you call into ATT.  1>>to point out that it is often more Convenient to do your business from ATT.COM.  Including but not limited to>>actually ordering what you wanted to order w/ out being upsold.  2>>Some packages mainly phone packages are only offered online, and not available to sales reps.  3>>NO HOLD times.  4>>Instant printable comfirmation, vs waiting 3-5 buisiness days by mail.

As far as promotional credits / cash back... its usually a trade off in some form or fashion.  Get free modem if ordered online vs >> Free activation or Free installation over the phone.    (this is just an example... not meant to be a factual statement to current pricing / promotions)

Justin

Message Edited by jdub12280 on 03-07-2008 11:41 AM

[TheIceman]

Which is why when a sales rep calls ya, listen to them because i can offer quite a few gadgets

[jdub12280_1]

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Rob wrote:

Which is why when a sales rep calls ya, listen to them because i can offer quite a few gadgets

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LOL  >> Don't know about Gadgets... But I can't say how many times i've saved a customer A TON of Time, and $$ by helping them over the phone vs pushing to the website.  Mostly, bc their not seeing the WHOLE picture.

Justin