uverse screwing me on the $200 rebate help!!

gcheng75 · ‎03-20-2009

So when I signed up for uverse back in December I was suppose to get a $50 cashback rebate and $200 cashback rebate. I was having 2nd thoughts about switching to uverse since it was more expensive than time warner and called to cancel the install but the service rep dropped my montly charges from ~$170 to ~150 a month for the u400 package with 18mbps internet.

So got uverse installed about a month, went to the reward center and redeemed my $50 rebate and called about my $200 rebate. The customer service rep kept telling me that I chose the $50 rebate and not the $200 rebate and would receive a credit of $20 a month for one year as per the 30/30/30 offer which I had no idea existed but she said I chose. When I look at my bill yes there is a $20 credit but that just got the price to 150 which was suppose to be the normal price the sales rep said I would pay! Spoke to a supervisor and he was no help at all either. Not sure what the deal is with the reward center employees but they were not customer friendly at all. Guess I am screwed out of my $200 cashback - what should I do now? Cancel?

Uniblurb3 · ‎09-14-2009

gcheng75 wrote:
So when I signed up for uverse back in December I was suppose to get a $50 cashback rebate and $200 cashback rebate. I was having 2nd thoughts about switching to uverse since it was more expensive than time warner and called to cancel the install but the service rep dropped my montly charges from ~$170 to ~150 a month for the u400 package with 18mbps internet.

So got uverse installed about a month, went to the reward center and redeemed my $50 rebate and called about my $200 rebate. The customer service rep kept telling me that I chose the $50 rebate and not the $200 rebate and would receive a credit of $20 a month for one year as per the 30/30/30 offer which I had no idea existed but she said I chose. When I look at my bill yes there is a $20 credit but that just got the price to 150 which was suppose to be the normal price the sales rep said I would pay! Spoke to a supervisor and he was no help at all either. Not sure what the deal is with the reward center employees but they were not customer friendly at all. Guess I am screwed out of my $200 cashback - what should I do now? Cancel?

Sounds like your U-verse sales rep was not being up front and switched you from the $50 and $200 rebate offer to the $50 rebate plus $20 off per month promo offer. Typically they will offer one promotional offer, or another, but not a combination of both. Would not look at $150 as the normal price even if sales rep phrased it that way. Normal price is $170 before the $20 per month discount.

May want to continue to call customer service and see if you can connect with a more friendly rep, but continue to ask for a supervisor.

At this point you will need to weigh your gains/losses to see if canceling is your best option. You are receiving $240 off your monthly bill plus $50 rebate for a total savings of $290 for 1 year. Are you more satisfied with your U-verse service as compared to Time Warner? Know most cable companies are raising rates and you may want to revisit TW's current rates.

We have seen many complaints in the forum similar to yours. Hope you did not make any changes, particularly downgrades, from your original order

or this will cancel out any rewards offered.

While very frustrating you will need to look at all your options including comparing prices and quality of services in a calm manner if you decide to cancel.

Good luck.

gcheng75 · ‎03-20-2009

I called back customer service to cancel and they were friendly as usual and they had no idea how I was put in the 30/30/30 deal since I did not get phone service. They called the reward center and they agreed to give me 100 dollar rebate and the customer service is going to give me another 100 dollar credit on my next bill. They said I would still receive 20 dollar credit for 6 months and 15 credit for 1 year. Without the credit my bill would be 187 a month which is 40 more than time warner for faster internet which really doesnt make much difference and more hd channels but worse hd quality! each service has pros and cons i guess.

Uniblurb3 · ‎09-14-2009

gcheng75 wrote:
I called back customer service to cancel and they were friendly as usual and they had no idea how I was put in the 30/30/30 deal since I did not get phone service. They called the reward center and they agreed to give me 100 dollar rebate and the customer service is going to give me another 100 dollar credit on my next bill. They said I would still receive 20 dollar credit for 6 months and 15 credit for 1 year. Without the credit my bill would be 187 a month which is 40 more than time warner for faster internet which really doesnt make much difference and more hd channels but worse hd quality! each service has pros and cons i guess.

Good for you and glad things worked out!

RCSMG · ‎12-10-2007

gcheng75 wrote:
I called back customer service to cancel and they were friendly as usual and they had no idea how I was put in the 30/30/30 deal since I did not get phone service. They called the reward center and they agreed to give me 100 dollar rebate and the customer service is going to give me another 100 dollar credit on my next bill. They said I would still receive 20 dollar credit for 6 months and 15 credit for 1 year. Without the credit my bill would be 187 a month which is 40 more than time warner for faster internet which really doesnt make much difference and more hd channels but worse hd quality! each service has pros and cons i guess.

Downgrade to the slower internet speed will drop your monthly rate. But wait until after 1 year otherwise you will lose your discounts.

Here are instructions on how to calibrate your tv so that you pic quality will improve.

http://utalk.att.com/utalk/board/message?board.id=Uverse_TV_Equipment&message.id=18758#M18758

fl_cyclist · ‎12-24-2008

The same thing happened to me, I complained until they sent me a $100 gift card on top of the $50 check. I really think their online signup has some glitches in it. Overall though I ended up with $210 worth of rebates, the promotion price on the U200 package and $10 off/month for 6 months, so I can't complain too much

nhradragster · ‎11-16-2006

I had the same thing happen to me & I'm still fighting it. I keep getting several different stories everytime you talk to a different CS rep. I kept a copy of my online chat with the guy too. I have to call back Monday & talk to customer service ONCE AGAIN about getting my money. This is the copy of that chat.

**********************************************************************************************************************************************************************

Paul: May I ask you which TV service plan have you selected?
you: i started with the 30/30/30 offer advertised in my mailbox today & then upgraded to the 200 package (to get the 1 dvr)
Paul: I would like to let you know that you would get $200 cash back, Free installation, Free DVR if you order online today U-200 or higher TV plans with Internet.
you: ok
Paul: Let me talk to my supervisor what additional I can offer you for ordering online today.
you: i will think it over for a few minutes & try to make my decision
Paul: Would you like me to do that?
you: sure
you: i have had sbc / att service for over 10 years now
Paul: Good News! for ordering U200 or below with Internet today online I can give you additional $50 cash back.
Paul: How does that sound to you now?
****************************************************************************************************************************************************************************

To make a long story short - I got the 1st $50 online & got my check for that but the $200 has NEVER shown up yet then I called back & got a gal that said the order was manually processed on 12-18 & that I should receive a check in the mail for the other $200 in 4-6 weeks. Well I waited 7 weeks (still no $200 received) & called back & a 2nd lady said that I would recieve a credit on my bill each month to total that $200 (still no credits on my bill for that either & I just my 3rd bill). So the guy I talked to today (from reg billing customer serv) told me that I would have to call back on Monday (since the reward center doesnt have saturday hours) & they would get it taken care of. He also told me that the 2nd lady lied to me & the I wouldnt get it as credit on my bill that I would receive either a check or a gift card in the mail.

Good luck on your efforts in getting your money back as well. I'll keep my fingers crossed for both of us.

gcheng75 · ‎03-20-2009

My bill doesnt cut again til the 15th so guess I will wait to see if the credit shows up. The $100 reward hasn't shown up online but they did give me a tracking #.

Guess I'll see what happens. Funny thing was the $50 reward wasn't suppose to be mailed out until middle of april but after I called and complained that was mailed out right away.

Uniblurb3 · ‎09-14-2009

dolphinsangel68 wrote:
I had the same thing happen to me & I'm still fighting it. I keep getting several different stories everytime you talk to a different CS rep. I kept a copy of my online chat with the guy too. I have to call back Monday & talk to customer service ONCE AGAIN about getting my money. This is the copy of that chat.
**********************************************************************************************************************************************************************
Paul: May I ask you which TV service plan have you selected?
you: i started with the 30/30/30 offer advertised in my mailbox today & then upgraded to the 200 package (to get the 1 dvr)
Paul: I would like to let you know that you would get $200 cash back, Free installation, Free DVR if you order online today U-200 or higher TV plans with Internet.
you: ok
Paul: Let me talk to my supervisor what additional I can offer you for ordering online today.
you: i will think it over for a few minutes & try to make my decision
Paul: Would you like me to do that?
you: sure
you: i have had sbc / att service for over 10 years now
Paul: Good News! for ordering U200 or below with Internet today online I can give you additional $50 cash back.
Paul: How does that sound to you now?
****************************************************************************************************************************************************************************
To make a long story short - I got the 1st $50 online & got my check for that but the $200 has NEVER shown up yet then I called back & got a gal that said the order was manually processed on 12-18 & that I should receive a check in the mail for the other $200 in 4-6 weeks. Well I waited 7 weeks (still no $200 received) & called back & a 2nd lady said that I would recieve a credit on my bill each month to total that $200 (still no credits on my bill for that either & I just my 3rd bill). So the guy I talked to today (from reg billing customer serv) told me that I would have to call back on Monday (since the reward center doesnt have saturday hours) & they would get it taken care of. He also told me that the 2nd lady lied to me & the I wouldnt get it as credit on my bill that I would receive either a check or a gift card in the mail.

Good luck on your efforts in getting your money back as well. I'll keep my fingers crossed for both of us.

For some unknown reason U-verse sales has a terrible time getting the promotional offers/rewards to go through, particularly when you are doing an upgrade! Often you will receive rewards for one package, or another, but not a combination of the 2. Have been proven wrong on this since CSR's have been known to reduce the monthly rates rather than honoring a promised rebate. As you are finding out there is sometimes absolutely no consistency in the information you receive from one CS Rep to another. Pretty bad when they are saying the last CSR was a liar. Do not ever downgrade any of your services in your original order or you will loose your promotional offer rate and all rewards. Unfortunately we have also seen where an upgrade also effects the original order status but it sure isn't supposed to.

Good idea is saving the chat session. Kind of interesting Paul said, "for ordering U200 or below". Sure bet he meant "or above". When I was recently in a Tech support chat (after 1 hr, 20 min wait) the employees' ID number is part of their name. Guess in sales it is not. Would hope maybe it somewhere at beginning of chat session?

Highlighted gal and guy to point out that from now on write down the CSR's name & ID number (yes, ask for the spelling of their name and ask for the ID number which they are required to provide) along with date, time and short note on what was said. Helps when you have further issues and speak with CS again. Often the next CSR will ask who you spoke with and are used to people saying they can't remember their name. Often they are floored when you offer name, ID number, date, time and what was said and this supports accountability to your claims.

You are past the point of talking with a regular CSR and request a supervisor to work out your problems. And again ask them nicely for their name spelling and ID number at the end of your conversation.

Good luck and keep us posted on the outcome of your situation!

motivateme · ‎03-30-2009

Read you terms and conditions- Many people dont read them. I read everything when I'm spending my money. If you cancel or change your package before the promo is added and redeemed or before receipt of the check or gift card you subject to lose it. watch it!

Yankee_In_TX · ‎11-24-2008

motivateme wrote:
Read you terms and conditions- Many people dont read them. I read everything when I'm spending my money. If you cancel or change your package before the promo is added and redeemed or before receipt of the check or gift card you subject to lose it. watch it!

Be VERY creful of this! While I was waiting for my install I called and asked if they had a special on any of the faster internet speeds. Apparently to check, she 'amended' my order, which took it from internet to phone, even though I made NO changes to my order.

Customer service was good about making sure I got my rewards, but their system is uber sensitive about terms and conditions and will kick you out of gift card eligibility in a heart beat.

MarkShadid · ‎09-27-2007

I just recieved a $40 check in the mail for upgrading internet speed. Took 4 or 5 weeks to get it.

RCSMG · ‎12-10-2007

Depending on what you drive, you can buy a tank and a half of gas. Enjoy.

Uniblurb3 · ‎09-14-2009

MarkShadid wrote:
I just recieved a $40 check in the mail for upgrading internet speed. Took 4 or 5 weeks to get it.

I also received a $40 check last month for upgrading my internet speed and got it in about 6 weeks.

New internet speed works great and I can see just how slow the new forum system is real fast!

spd2demun · ‎07-28-2007

Still waiting for my $40, but I'm tracking it.

gcheng75 · ‎03-20-2009

My $100 rebate is still not showing up in the reward center but I still have the tracking # customer service gave me. Also I'm suppose to be able to get 10% off thru work though not sure if I want to push it at this point.

spd2demun · ‎07-28-2007

They also have a deal to get 10% off every month if you use their ATT Universal Card (or apply for one). Think the catch is you have to charge at least AS MUCH (or more) than your combined ATT services each month to get the 10%.

RCSMG · ‎12-10-2007

Thats going out the world backwards.

spd2demun · ‎07-28-2007

I figured it out after reading the microfine print.

gcheng75 · ‎03-20-2009

Well looks like my $100 credit to my account has already applied to my bill back on 3/24/09 :-)

Now if only I get my other $100 rebate I'll be a satisfied customer!

Uniblurb3 · ‎09-14-2009

Good deal!

gcheng75 · ‎03-20-2009

Just received my $100 gift card so all is well in uverse land

Uniblurb3 · ‎09-14-2009

At last, some closure!

anavismad · ‎07-21-2009

They LIED to me too. I talked to this lady and she swore Id get a visa 200 gift card once the installation was complete. she painted a pretty picture and all and i fell for it. she encouragd me to get the uverse 450 which I did and its been 6 weeks and nothing. and even now when I check for my rebate online it says check back in 3-4 weeks. HYPOCRITE LIARS is what they are!

texasguy37 · ‎05-18-2009

anavismad wrote:
They LIED to me too. I talked to this lady and she swore Id get a visa 200 gift card once the installation was complete. she painted a pretty picture and all and i fell for it. she encouragd me to get the uverse 450 which I did and its been 6 weeks and nothing. and even now when I check for my rebate online it says check back in 3-4 weeks. HYPOCRITE LIARS is what they are!

If your rebates are not shown using the link below, you need to call customer service. All of my rebates were not listed on the reward center site 30 days after my install date so I called customer service and it was promptly corrected. Have you spoken to anyone about your rebates?

https://rewardcenter.att.com/default.aspx

Message Edited by texasguy37 on 07-21-2009 10:25 PM

mbrandt3 · ‎11-04-2009

I just found out that I also would not be receiving my $200 gift card, I ordered the U300 package, the fastest internet speed, and telephone service. I printed out the terms of the promotion and qualified fully. It has been 4 weeks since installation and I did not receive a redemption letter as described. I called and was informed that I would be getting a reduced bill for 6 months instead, which I never agreed to. This is the old bait and switch. I was told that it was too late to do anything about it. This is to keep customers at least for 6 months I suppose. Please know that if you are signing up because the $200 gift card sounds good, don't do it. There is no $200 gift card.

texasguy37 · ‎05-18-2009

mbrandt3 wrote:
I just found out that I also would not be receiving my $200 gift card, I ordered the U300 package, the fastest internet speed, and telephone service. I printed out the terms of the promotion and qualified fully. It has been 4 weeks since installation and I did not receive a redemption letter as described. I called and was informed that I would be getting a reduced bill for 6 months instead, which I never agreed to. This is the old bait and switch. I was told that it was too late to do anything about it. This is to keep customers at least for 6 months I suppose. Please know that if you are signing up because the $200 gift card sounds good, don't do it. There is no $200 gift card.

What is the amount of the discounts over the 6 month period?

lerner5 · ‎12-11-2009

The problem is, the printed material will refer to much in the form of debit cards and what is being given is billing credits. THis wouldn't be a problem, except...

I just got off the phone with U/V because I was virtually certain that when I signed up I was getting a $200 debit card rebate, 6 mos of internet service and $50 for doing it online. I was a little suspicious that i would ge the $200 + $50 but I was hopeful... Today, I went online and found only $100 was coming on a debit card and the rest of my "rebate" was coming via 6 mos of free internet. I don't know that I have the original marketing material from that offer to document it, but I am virtual *CERTAIN* that it was at least $200 plus the 6 mos.

I spoke with the customer service guy who was polite but incapable of telling me anything other than "gee I'm sorry sir..." so we escalated to some little junior supervisor. She explained the situation to me and indicated that the initial $200 rebate was for the U200 service, provided one also picks either phone or internet as well . If you then add one of those, you get the $200 plus the 6 mos free 'net. As soon as I also added the 3rd option for the 3 services, it supposedly changed my package and suddenly my $200 went down to $100, the $50 went away and the free internet stayed as a 6 month credit.

I read these things pretty carefully, expecting loopholes and I did not see anything that indicated this outcome. When one is expecting $380 in credit and only $280 shows up, it's pretty frustrating! So once again, no $200 card...

gbh62 · ‎11-28-2009

Glad I have a good sense of humor. Many slightly different stories. All basically the same, though. ATT is baiting people in, and screwing them out of something, me included.

My story...

http://utalk.att.com/utalk/board/message?board.id=billing&thread.id=4013

lnguyen919 · ‎01-02-2007

I'm screwed big time, no reward, no free 6mos Internet just because U-verse Technicians could not get my Alarm to work with their VOIP, so they (AT&T) decided to put me back to Land line, doing so, I am not eligible for rebate nor Internet.

Do you think I can cancel the whole thing, then start all over again? That's what I am planning to do.

uverse screwing me on the $200 rebate help!!

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Re: uverse screwing me on the $200 rebate plus no free Internet.