Phone customer service doesn't match on line information or vice versa.

[ralphdtx]

Using a link provided to me from AT&T via my Uverse bill, I went to see what offers were available (see below). I signed in with my user id and psswd.  I am given several special offers, and try to sign up for them.  AT&T website then kicks me out and says call a representative to ge the same offers available online.  I tried to sign back in and it was still having issues. So I called the number it provided.

First guy, trys to first upsell me and belittle the service I had. He was basically useless and tell me all offers are for new customers only. Other than $5 off  the internet upgrade I wanted.  Well why the heck are they sending them to me and when I sign into the site why is it showing me the offers!  The text on the page said offer for both new and existing. Despite me telling him such, he said he could not do anything, so I hang up.

I called a second time and explained it to the gal that answered.  I told her the issue, and got the same reply.  I asked for a supervisor, she said it would be 2 to 3 minutes, checked back after a minute and said that one was available and be with me shortly.  Well ten minutes later, still listen to crappy music, and gave up.  So that line on "We values your business and look forward to serving you!" is plain crap.  I pay $150 a month for the past 3.5 years for this poor service.  

So I waste my time reading the offers and fine print and waiting on hold to talk to clueless agents that can't do anything but press button 1, 2 or 3 on their computer, in terms of options for me?

It is switch and bait advertising.  Are the more individuals experiencing this?

 >> >  part of the bill that I am referring to.

Thank you for choosing AT&T. We value your business and look forward to serving you!  Thank you, AT&T Online Services www.att.com

Special Offers Visit our Special Offers to check out our best promotions.  Learn more

[ralphdtx]

So each month with the paperless bill is link to promotional offers.  So when it came time for me to try to change my service, the website bounced me off due to an "internal error."  It requested that I call a phone represenative who would be able to offer the same promotions.  Well I called and basically wasted 30 minutes between two calls and be place on hold for 10 minutes.

First guy, trys to first upsell me and belittle the service I had. He was basically useless  when I explained to him what happened.  All he could say was that all offers are for new customers only. Yet I have a pdf of that webpage, with does not list that or link you to a small print page (which is lame and deciteful, conditions should be on the same page as the offer!).  Finally all he could offer was $5 off  the internet upgrade I wanted, but not the $28 off the TV package.  So I tried calling again hoping somebody with a brain could handle the issue, well it is a problem when the customer service agents can't do any that a computer can. The second rep basically read the screen.  When I asked for a supervisor she at first hesitated, so I demanded for a supervisor, she said it would be 2 to 3 minutes. She put me on hold and then checked back after a minute and said that one was available and be with me shortly.  Well ten minutes later, still listen to crappy music, and gave up.  This is the customer service that these monopolys want to give.

Poor service, wasting my time... "We values your business and look forward to serving you!" what a bunch of cr@p.  I can't wait for Google to expand.  Phone companies should not be providing internet service and TV opitions. The US consumer is being exploited with second rate service, Asia and Europe have far better service.

 [word filter avoidance]

[RCSMG ACE - Expert]

Send Alex a PM he is an AT&T Community Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[BeeBeeSA ACE - Professor]

Allot of the on-line offers are not available via a CSR.  They are Web only.  They can offer these on line only because they don't have to pay anyone to process your order, pay any type of commission or bonuses.