Wow! ATT doesn't care about existing customers

[lswanick24]

I have been with Att for about 6 months now. It doesn't seem like Att cares about their existing customers. They are concerned about getting people signed up and will do whatever it takes promotion wise, to get them to sign up. But when your promotion ends.. there is nothing they can do. Oh, I can lower my tv package and that will lower my bill. Other than that, there are no promotions for existing customers. My bill is going up $50 dollars, which is unacceptable because when I signed up the rep said my bill wouldn't exceed $125 and now he won't answer my phone calls. This is the reason I decided to go with Att, but now it seems as if I wasted my time in switching. Awesome Customer Service.. 

Oh! also, Technical support..! I was hosting a game at my house and moved my box in my room to the living room so I could have 2 tvs going. I couldn't get the box to work so I called tech support and the technician just told me there was nothing he could do because Att doesn't suggest that customers move their boxes. He acted as if I was dumb and don't know what I am doing. But he offered to send a technician out, yeah like I'm going to waiste $50 or whatever the charge is now to have a technician come out. Oh and don't worry I got it to work.. I found out it was a dead cable jack and ran a cable to another working jack. 

Then my DVR deleted my recordings twice before tech support decided to send me a new box. "Oh yeah, I see this error message that doesn't look right. Maybe we should send you a new box." 

Oh and the internet goes in and out at times.. 

Very disappointed customer!

[oufanindallas]

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lswanick24 wrote:

I have been with Att for about 6 months now. It doesn't seem like Att cares about their existing customers. They are concerned about getting people signed up and will do whatever it takes promotion wise, to get them to sign up. But when your promotion ends.. there is nothing they can do. Oh, I can lower my tv package and that will lower my bill. Other than that, there are no promotions for existing customers. My bill is going up $50 dollars, which is unacceptable because when I signed up the rep said my bill wouldn't exceed $125 and now he won't answer my phone calls. This is the reason I decided to go with Att, but now it seems as if I wasted my time in switching. Awesome Customer Service.. 

Happens with ALL providers. You are enticed into joining their service for a low introductory rate then once that's up your rates go up, has nothing to do with AT&T or UVerse, it's standard practice everywhere.

Oh! also, Technical support..! I was hosting a game at my house and moved my box in my room to the living room so I could have 2 tvs going. I couldn't get the box to work so I called tech support and the technician just told me there was nothing he could do because Att doesn't suggest that customers move their boxes. He acted as if I was dumb and don't know what I am doing. But he offered to send a technician out, yeah like I'm going to waiste $50 or whatever the charge is now to have a technician come out. Oh and don't worry I got it to work.. I found out it was a dead cable jack and ran a cable to another working jack. 

When AT&T installs UVerse they only hook up certain jacks, you moving a box to a different jack that's not hooked up will not work. So the csr on the phone was correct, they don't recommend moving the boxes.  With wireless UVerse it's not an issue now though.

Then my DVR deleted my recordings twice before tech support decided to send me a new box. "Oh yeah, I see this error message that doesn't look right. Maybe we should send you a new box." 

Oh and the internet goes in and out at times.. 

Very disappointed customer!

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[lswanick24]

Yes, I know that it happens with all providers. But when you have a rep that says it will only go up $20 when the promotion ends and it really is going up $50 dollars.. how is that right? Sounds a little sketchy.. Would you not be mad?  I have never had this happen before and Now, no one can help me. 

Also, as far as the jacks go.. that maybe that they only turn on certain jacks, but why would he have me troubleshoot the box for 15 minutes to come back and say he can't help me. Don't you think he should know that I have 2 boxes, so those are the only 2 jacks turned on? So he could tell me right away that the jack i'm trying to use doesn't work.

[Computer-Joe]

Welcome to the world of profit-driven business. Is it morally acceptable? IMO no, but it is common business practice. If you look closely at the advertising for any provider you'll find that 98% say "for new customers only" The big corps keep a close eye on the "profit meter", adding a new customer (even at discounted rates) makes the meter go up. Giving a discount to an existing customer (or continuing a expiring discount) makes the meter stay flat (or worse, go down). They have long forgotten they are "service" providers.

You could call and ask for the "Retention Department" and let them know that you are upset to the point of consideration of cancellation and see if they'll reduce your bill. You could also contact Alex, he might be able to help.


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[oufanindallas]

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lswanick24 wrote:

Yes, I know that it happens with all providers. But when you have a rep that says it will only go up $20 when the promotion ends and it really is going up $50 dollars.. how is that right? Sounds a little sketchy.. Would you not be mad?  I have never had this happen before and Now, no one can help me. 

Also, as far as the jacks go.. that maybe that they only turn on certain jacks, but why would he have me troubleshoot the box for 15 minutes to come back and say he can't help me. Don't you think he should know that I have 2 boxes, so those are the only 2 jacks turned on? So he could tell me right away that the jack i'm trying to use doesn't work.

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Not necessarily, you can have 4 jacks activated with your install, there really isn't any way of knowing which outlets are turned on or not without troubleshooting.