Bad Trip charge

[tthomaso]

I had a working system on the morning of 6/23 with  DVR and 3STBs. Hooked up in the same part of the entertainment center is a netgear switch supplied by AT&T that connects a Blue Ray and the STB upstairs in our bed room On that Saturday the DVR went out. I have been a Uverse customer for a number of years and I think it was the original one so I wasn't upset that it went out.

The DVR was replaced on the following Monday and all was working as far as the DVR was concerned. When I went to bed that night I discovered that the STB in the bedroom (hooked up to the netgear switch) was not working. I tried powering everything off and on from up too down but it still failed. I called support and they made an appointment for the following ay (Tuesday). I was at work but the wife was home. The tech discovered that the Netgear switch (owned by AT&T and in the same box where the DVR was) had failed. I talked to them and they replace the switch. Remember everything was working Saturday night and Sunday except for the TV hooked up to the DVR and any recordings.

The issue is ... they had my wife sign the trip form which authorizes them to charge for the trip. Quoting my wife she told the tech "I will sign this as long as I am not charged for this". I guarantee you she would have not signed it if he would have said ... no this will authorize us to charge you. Sure enough the next bill had the $55. charge.

1) who's box was broke (AT&Ts)

2) When did it break (when the DVR was replaced)

I understand my wife signed the stinking form BUT why was it even presented?? It wasn't on Monday when they replaced the DVR. I called support and got transferred to a field tech lead  All they could focus on was that my wife signed the form. I need someone that can do something to address this. I know this is a customer forum but this is the receipt of the thing. It broke while the DVR was replaced and it is owned by AT&T. Having her sign the form I consider a deceptive practice.

AT&T is going to loose along term Uverse and a 4 cell phone customer if this is not fixed. $55 isn't a lot compare to about a $400 dollar a month customer. Any body real intelligent would see that I think??

[texasguy37 ACE - Champion]

Simply call Customer Service and politely request that the charge be credited back to your account.  It should not be a problem.

By the way, the NetGear switch that U-verse provided is now yours to keep.  It is no longer owned by AT&T and does not need to be returned if you cancel service.

[tthomaso]

I already tried the polite asking and it not get the desired results.

[texasguy37 ACE - Champion]

Send a PM to Alex who is an AT&T Community Manager on this forum.

Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.

[tthomaso]

We can consider this closed. Support called me this morning and left a message at home. I call the 2020 number back explained I was returning his call. There were NO notes in my account as to why they were calling so I explained why I thought they were calling. A credit was applied with no further discussion and I am a happy AT&T customer again.

[spd2demun ACE - Master]

Excellent!  (long time, so see?)