Rewards not right/ bill not right

[cwhite4455_1]

1)  I'm a new Uverse user and I was promised $300.00 in "Visa" rewards when I signed up over the phone as I had U300, 18/1.5 Internet and phone.

I called in to check on my rewards and was told I was only eligible for $100.00 as the $35.00 off Internet in Texas counts against the rewards.  The guy on the phone did not say this.  He clearly stated that I was elgible for the aforementioned rewards on top of the other stuff I was to get.

I spoke with a rewards supervisor- Bestsy- and was told there wasn't anything that could be done as there was nothing that indicated I was promised these rewards.

I then called into cancel service as I felt duped.  Adriana, A CS agent, told me that she would credit my account for $200.00 to keep my business.  I just checked my pending orders and see that a request on that date has been can'xed.  I called back and was told that Adriana had tried to create the rewards for me and that was what was can'xed- she did not have the ability to add rewards in that way and that there is a "pending" order to credit my account for $200.00.  Someting tells me this is not the case at all. 

2)  My first bill was really screwy and the credits did not add up at all. 

I called to get credited in the correct amounts and got that and a little more.  Of course, I had to call back did after the first CS agent  put me on hold after I asked nicely to speak with a supervisor.  (She did not seem to undertand a small credit that i thought I was entitled to.)

3)   The tech that installed my equipment did not install a battery back-up for the phone service that came with my U-Verse order.  (They did come out and install it with 36 hours after original installation.)

The Tech support guy offered me a free months of U450 (upgrade from U300) to "compensate" for my inconvenience.  I later found out was this is simply a promotion on the website to upsell the higher services.  You see, I was offered the first month on HD free and this upgrade offer to U450 was really just an upgrade of $20.00 and not the full $30.00.  I would have been better served by waiting till after the first month to upgrade if that's what I wanted to do. (This point was the source of contention between the first billing agent I spoke with about my first month's credits).

I am concerned that I will be forced to file a complaint with the BBB.  One just has to listen to the last five minutes of my conversation with the salesman that offered me services to see what sort of tactics ATT is using.  I can play at this game also.  Not that I want to as I really, really love the service. 

[CLKroute419]

You can check pending credits by logging into your account.  Click on the account tab then click on bills.  On the right side of the screen will be a box that says quick links.  Inside that box click on view pending charges and credits. 

This should hopefully show the $200 credit to your account.  The credit will be applied to your NEXT bill.  If they do give you the 200 credit it sounds like you will have got the $300 you were promissed.  Just not in a rewards Visa and you had to spend some time to get it.  Sorry about that.

As far as the first bill they can be difficult to figure out as they will be prorated.  ATT bills in advance for service.  As such the first bill includes partial charges from your turn on date to end of billing cycle, plus the next months of service. 

You may want to wait and "let things settle" until you get your next bill.  Then call customer service if you feel you need your bill adjusted, more credits.  My experience has been that uverse will give credits fairly easily.

Welcome to U-verse... Are all your services working correctly or do you have any questions/issues with the services themselves that someone here may be able to help you with?  This is a great place to come when you have technical problems.  Has saved me many calls to tech support which are never fun

[cwhite4455_1]

I appreciate your thoughtful reply to my post- thanks.

I think my services are all great.   With the exception of the following:

1)  It seems that the phone service is sometimes asleep if the system is not used for awhile.  For example,  I called home before 6 am one weekday and my wife said that my cell phone's caller ID was not working.  This happened several times in a row before my caller ID came across.  Also, there is occasionally an echo on the line when I'm talking.  No big deal. 

2) The Internet might be slow on Friday or Saturday night when my kids have maxed out the HD streams and we are all surfing and downloading at the same.  Really, it's not that slow to download- it's just that the latency can sometimes be seriously long.  Actually, this has only happened only one time that I know of.  I called in and the tech guy explained that I might want to downgrade to 12/ 1.5 instead of 18/1.5 so that there would not be so much demand placed on the system. Again, no big deal. 

3)   The HD channels are sometimes grainy but they are actually better than I had expected.   The SD channels are great!  I love how fast I can change channels.  I previously had Direct TV and was brainwashed into thinking I was going to seriously degrade my services by switching to Uverse- not the case at all.  My quality of entertainment has actually improved quite a bit. 

All in all, the pricing structures are close to what I had- ATT land  line and DSL with Direct TV.  Should I be able  to negotiate a good deal on the Internet after my promotional period expires, then I will truly be a happy camper. 

[pablov]

I'm having the exact same issue!

I signed up for U-verse (TV, Internet and phone) over a month ago after being offered what seemed like a good introductory price and $300 in rewards (through a card or something that i would receive).

Today I called the Rewards Center and they tell me that i'm already receiving the rewards trhough my dicounted monthly price. That is definitely not what I was offered. They very clearly offered me the bundle at a certain price for 1 yr plus the $300 back. And if you see U-verse's packages online, that is how they advertise them. A lower introductory price plus X dollars in rewards.

The rewards center person told me I needed to call customer service. When I did, the guy transfered me back to  the rewards people.

I really think this is part of AT&T's policy now. Offer good incentives, deliver something else, and hope most complaints dissapear in the pipeline as people give up. Or are they really taht incompetent?

What should I do? Do I also have to call to cancel to see if these guys feel like following through wit what tehy offered?

This is absurd!

[mibrnsurg ACE - Geek]

Only thing I can see is get $15-45/mo off for 12 months and a $50 gift card.  Have a good hunch it was $XX off for 12 months OR $300 and no monthly discount, ATT has never offered both, that I know of.

http://www.att.com/u-verse/shop/index.jsp?shopFilterId=100002&shopFilterName=Price%20Guarantee

Chris

__________________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[pablov]

Thanks for you feedback Chris,

I'm stating exactly what happend to me and exactly what AT&T offered.

Thanks for sharing your "hunch." But what are you implying? That I missunderstood what was offered to me?

Common man, you guys should be trying to help people out, or at least not offering what you can't deliver. I really come here for suggestions on how to solve an issue, not to hear somebody tell me I'm wrong.

thanks

[Don_H]

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mibrnsurg wrote:

Only thing I can see is get $15-45/mo off for 12 months and a $50 gift card.  Have a good hunch it was $XX off for 12 months OR $300 and no monthly discount, ATT has never offered both, that I know of.

http://www.att.com/u-verse/shop/index.jsp?shopFilterId=100002&shopFilterName=Price%20Guarantee

Chris

__________________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

---

You must be seeing something other than what I was led to believe.

I was installed with U300 UVerse service only on 8/17/2010, and the promotion I have when I log onto my account is $25 off TV for 6 months, free recievers for 3 months, Free HBO+Cinemax for 3 months, a $100 reward card for buying online  and a $50 reward card.

And magically both the $100 and $50 reward card arrived in the mail today, way earlier than I expected, all I have to do now is activate them. Since I was leary of  reward cards I took a screen shot of the reward offer for "TV only" just in case.

[Uniblurb3 ACE - Guru]

Don_H, there are different U-verse online promotions on the web, plus they change all the time. You must have signed up for a different promo offer than the ones in the link Chris posted. Hence you wouldn't see the one you signed up for.

Glad you got a good deal and received both of your rewards cards.

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pv wrote:

Thanks for you feedback Chris,

I'm stating exactly what happend to me and exactly what AT&T offered.

Thanks for sharing your "hunch." But what are you implying? That I missunderstood what was offered to me?

Common man, you guys should be trying to help people out, or at least not offering what you can't deliver. I really come here for suggestions on how to solve an issue, not to hear somebody tell me I'm wrong.

thanks

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pv, we are U-verse subscribers just like you and not AT&T. We did not offer you anything we can't deliver since we don't have the authority to offer anything. In reading Chris's post nowhere do I see where he told you that you are wrong. He offered a promo link and said typically what users receive, or don't receive.

In all of your posts I do not see where you say how you ordered your service. Was it through door-to-door sales, an official AT&T U-verse phone rep, an AT&T phone store, or online? This would help us figure it out how you signed up. It would also help if you would mention what you signed up for. It is very difficult to figure these things out without all the info.

In your previous post you said, "

"They very clearly offered me the bundle at a certain price for 1 yr plus the $300 back. And if you see U-verse's packages online, that is how they advertise them. A lower introductory price plus X dollars in rewards."

I cannot find any offer where users receive a monthly discount for a whole year and $300 in rebates. Can you post a link where this offer is advertised?

Having said that below are 2 screen shots of a new offer that can be found at the top of Chris's link. Don't believe I've ever seen this offer where users receive up to $45/month discount for 6 months, up to $350 in rewards, and no contract required. Kind of odd they would post this offer at the top of a promotion where a 12 month contract/service agreement is required for all bundles. This is the closest thing I've found to what you said you were offered.

If you ordered through a door-to-door sales rep, or a subcontractor phone rep, sounds like you were misled. These are not AT&T employees and will promise about anything to make a sale. Good luck.

edit: Here is a link and screen shot for the "Discounded bundles for 6 months with no service agreement" offer as mentioned above.

http://www.att.com/u-verse/shop/index.jsp?wtSlotClick=1-003L83-0-1&WT.svl=calltoaction&fbid=hDDO59e-...

[pablov]

[text removed - keep it courteous]

Anyway...I signed to Uverse over the phone. By calling at&ts advertised number. And Since i did it over the phone all bets are off apparently. I don't have any "evidence"of what i was offered so i'm out of luck.

Also, I see the screen shots you post and i see similar stuff when i check. And your point is? What i was offered is not advertised so I must be wrong? I probably did not understand? Or maybe i'm making it up in hopes of making some money!! Come on buddy...why do you doubt me? If I was to "scam" somebody for money/freebies it would not be at&t, beieve me. I can spend 200 hours calling at&t and posting here and i will probably never see the 300 I was offered!

I will, however,  probably get lots of replies from you and other "...U-verse subscribers just like..." you concernedabout telling me how there is no way at&t offered me what i said they did.

Have you seen othe other people complain about the same or similar stuff? Complaints about being offered rewards (advertised or not) and not getting them. i guess they are also crazy or making stuff up in hopes of saving money.

Can anyone suggest anything?? By anything I mean something other than, as Uniblurb3 candidly asked: "Can you post a link where this offer is advertised?"

thanks