Told by sales rep that the installation fee would be waived, and it wasn't.

[andrew_cullen]

After being forced to upgrade to U-Verse due to moving, I was told by the sales rep that the installation fee would be waived.  On seing the charge on my first bill, I called customer support, only to be told that "the charge was valid, there's nothing that can be done," even though she acknowledged that I was told that, and that it's "recorded for quality assurance."

What can be done about this?  This is $150 I was told I wouldn't have to pay.

[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.

[andrew_cullen]

Thanks. Looking around the forums, that's what I figured it would come to.

Take care.

[RCSMG ACE - Master]

Alex will get you help.  Let us know what happens.

[hal.gottlieb]

Andrew,

I believe that the sales reps on the initial calls, will promise multiple things to get people to upgrade their service.  I have a similar issue.  I moved my service from my previous unit to a new unit in my complex.  The initial sales rep stated that I would recieve $150 reward card for continuing to use AT&T and transfering my service over to the new unit.  She then began talking about upgrading my service to more channels and receiving a discount on the monthly increase and it would be close to what I am currently paying and at any time I could change back to my previous plan.  She also stated to upgrade my internet speed and I would also receive a discount on that service.  So basically she upsold me on all my services, minus of course my mobile service, with the hopes that after the discount periods are over, I will have enjoyed the additional channels and will keep the service at the higher rate.  Well, needless to say, I have not received the $150 reward card and it has been well over 6 weeks.  So, after finally getting to the rewards department, I was told that there are no notes in the file that the reward card was going to be issued. 

Basicallly, I just wanted to let you know that you are definitely not the only one that is told one thing and then the reality is something different.  If I didn't enjoy my internet and have a son who enjoys having the additional channels, I would cancel my Uverse today.  $150 is not that much of an issue, but when you are told one thing and basically, the good old used car salesman pitch is the reality, then what other things are going to be incorrect. 

- Hal

[dhascall ACE - Professor]

Fortunately Hal, most of us do not have those issues - when we do, we try contacting Alex, one of the AT&T Community Managers for further assistance.

[hal.gottlieb]

Eventhough I sense the sarcasm in your response, I thank you for the advice to contact Alex.

[spd2demun ACE - Master]

I don't think he was being sarcastic, just that we have a direct contact for help now, Alex, when things don't go as they should!  Alex can access your account and get you to someone who can help. 

Alex

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hal.gottlieb wrote:

Even though I sense the sarcasm in your response, I thank you for the advice to contact Alex.

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[oufanindallas]

There was no sarcasm in his response.  Millions of UVerse customers have no issues.  Also 99% of the people on this forum are UVerse users and have no acess to UVerse account records.  That's the reason for sending people to Alex.

[dhascall ACE - Professor]

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dhascall wrote:

Fortunately Hal, most of us do not have those issues - when we do, we try contacting Alex, one of the AT&T Community Managers for further assistance.

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No sarcasm (unless your name isn't Hal and then, I wouldn't have known that, lol), just offering a suggestion and my opinion of the service.