Changing features without informing of $ changes [ Edited ]

[dg5417]

On 4-10 I called in to have my service changed from one place to another, OK no biggie that part went smoothly. Within conversing with the rep he informed me that I am eligible for an upgrade on my internet speed for my u-verse acct. Ok good to hear, at no point within the conversation did the rep express to me that the price would change and that I would lose my promo discount. The difference in cost went from $32 to $54????hhmmmm. I'm no rocket scientist but that's about the equivalent of about a quarter tank of gas for most these days. I'm pretty upset that the rep would screw the customer in order to fatten his incentive plan. So after noticing that my bill was odd I called in and spoke to another rep who was very wonderful and pleasant and within our conversation once a product that has a promo discount is changed it cannot be reinstated. So that initial rep THOMAS {Personal content removed} up-sold me on a product without telling me of the pricing changes and with that came the increase in my cost, the 35 minute phone call I had to waste to call in, not to mention the waste of the reps time in having to deal with this situation, and now I am writing this letter in between taking care of my baby and the house and other things I have to do, not to mention I now have to call in every month to have someone place a credit in to my account so I can get my promo pricing more waste of my time because every rep that I speak with I will have to repeat my story to and who knows how long the phone call will be. DOES ANYONE KNOW HOW I CAN BILL HIM FOR WASTING MY TIME AND ADDING TO MY ALREADY STRESSFILLED LIFE?????

[Computer-Joe ACE - Guru]

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dg5417 wrote:

On 4-10 I called in to have my service changed from one place to another, OK no biggie that part went smoothly. Within conversing with the rep he informed me that I am eligible for an upgrade on my internet speed for my u-verse acct. Ok good to hear, at no point within the conversation did the rep express to me that the price would change and that I would lose my promo discount. The difference in cost went from $32 to $54????hhmmmm. I'm no rocket scientist but that's about the equivalent of about a quarter tank of gas for most these days. I'm pretty upset that the rep would screw the customer in order to fatten his incentive plan. So after noticing that my bill was odd I called in and spoke to another rep who was very wonderful and pleasant and within our conversation once a product that has a promo discount is changed it cannot be reinstated. So that initial rep THOMAS {Personal content removed} up-sold me on a product without telling me of the pricing changes and with that came the increase in my cost, the 35 minute phone call I had to waste to call in, not to mention the waste of the reps time in having to deal with this situation, and now I am writing this letter in between taking care of my baby and the house and other things I have to do, not to mention I now have to call in every month to have someone place a credit in to my account so I can get my promo pricing more waste of my time because every rep that I speak with I will have to repeat my story to and who knows how long the phone call will be. DOES ANYONE KNOW HOW I CAN BILL HIM FOR WASTING MY TIME AND ADDING TO MY ALREADY STRESSFILLED LIFE?????

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Did the Rep, at any time in the conversation, say that the upgrade in speed would be free? Did you, at the end of the transaction, bother to ask what the final bill would be?

If you're still having problems with your bill, send a message to Alex . He will have someone call you to resolve your issues.

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How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[dhascall ACE - Professor]

I had the same sort of question as Computer-Joe.  You didn't ask what the pricing ramifications would be?  Sorry but this does NOT pass the smell test.

[dg5417]

Within the conversation the rep expressed that the upgrade would free and the conversation sounded like there wouldn't be a price difference, but irreguardless even if the client didn't specifically ask of a pricing difference in the retail world it is common courtesy and professionalism to inform the client of any changes big or small. My issue is that he did this and didn't do his job by fully informing me of any changes he had an epic failure by not informing the customer of any changes.

[Computer-Joe ACE - Guru]

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dg5417 wrote:

Within the conversation the rep expressed that the upgrade would free and the conversation sounded like there wouldn't be a price difference, but irreguardless even if the client didn't specifically ask of a pricing difference in the retail world it is common courtesy and professionalism to inform the client of any changes big or small. My issue is that he did this and didn't do his job by fully informing me of any changes he had an epic failure by not informing the customer of any changes.

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Expressed and sounded like does not mean anything if they did not say "I will upgrade you for free". If you had that conversation and not once asked about the price, you just assumed it was free, so it sounds like the failure was on your part. It is also common knowledge in the retail world that the upgraded version of something always costs more.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[dhascall ACE - Professor]

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dg5417 wrote:

Within the conversation the rep expressed that the upgrade would free and the conversation sounded like there wouldn't be a price difference, but irreguardless even if the client didn't specifically ask of a pricing difference in the retail world it is common courtesy and professionalism to inform the client of any changes big or small. My issue is that he did this and didn't do his job by fully informing me of any changes he had an epic failure by not informing the customer of any changes.

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If the rep indeed expressed, said, proclaimed etc.. that the upgrade would be free, i would follow the already given advice to contact  Alex, one of the AT&T Community Managers for further assistance.  Of course the deciding factor would be any recordings that AT&T kept of your call.  If they magically lost the recordings, it may be difficult to prove but nonetheless, I bet that they will work with you.