Obviously, being that this is a typical business company, AT&T is too engrossed in the cash flow rather than the flow of a customer's emotional and psychologocial welfare. I have been keeping in touch with them, but their litigation is only a programmed response. The point is this is a severe problem which is ready to turn tables. Read on:
Below is a List of Reasons for My Complaint
1. Problems with the service (s).
2. Problems with a particular location.
3. Problems with communication/misrepresentation via sales representative in store.
4. Problems with manager resolving issue (s).
5. Problems with termination or cancellation of services & contesting termination fees.
6. Representative did not notify us about a plan resulting in a new contract.
7. Discrepancy overlooked.
~On 10/20/07 an AT&T sales Associate failed to properly inform us that she renewed our contract.initially, my husband and I came in to replace a dysfunctional old phone. The young lady proceed to take the chip out and placed it in a new phone. My husband and I assumed under our old contract, the new phone was covered. Yes, we were under the impression that the generic phone that we were provided with was allowed to exist under the old terms & conditions from our previous contract. Not once, did the represenatative verbally explain to us that the contract was reinstated. So, there was a lack of proper notification (i.E.) an issued statement such as "Oh, by the way, "Welcome back!" or "Congrats! You now have renewed your contract." Something to that extent, but we never heard it.
During this time frame, I began a new job and worked 40 hrs a week on late shifts everyday. Also, my husband returned from his second deployment from Iraq. We were not able to stop by the office sooner. 12 '07, we came back to ask a few questions at our local phone office location. Then, we discovered we were on a new contract. We were shocked. We wanted to rectify the problem, but we could not because we were unaware that the representative had somehow authorized two more years of undesired service. The manager of the above location, should have helped us. The manager did not divulge his last name to us nor did he provide us with the district managers name. We wanted to inform the local district manager that we tried to explain that there was a mistake and that one of their AT&T employees had a miscommunication. We contacted customer service and told them in vain, numerous times that we were unaware of being reup-ed for another 2 year contract. The original contract was to terminate as of 01/08!
Regardless, nobody asked our permission to be on a new contract.in addition, the young lady immediately saw her opportunity and decided to have my husband sign a document before leaving, something without telling him what it was for. Now, my husband is deployed again. It is too late! Apparently, this business only cares about making more money out of unwanted contracts. The attitude bestowed upon us from our local AT&T phone office was extremely gross and uncivilized.in fact, instead of resolving our problem, the manager simplely shrugged his shoulders and replied, "My girls know better than that..."
Would you like to walk into your local cell phone office and hear someone say that to you?
It is a wonder why this cell phone company is losing quality customers. Customers, like me, do not know who to trust. Unfortunately, this negative experience leads to a tragic downfall: Man vs man. This conflict creates chaos and turmoil amongst us, the consumers. Managers such as the one I described above, lack sound decision making, and hence his unprofessional behavior leads to a discredit unto the company itself.
"What can we do?"
Well, for starters I suggest that when an issue like this occurs all applicable termination fees should be automatically disregarded. Furthermore, a manager's decorum must not be overlooked. Also, employees, such as the representative which mishandled us, should sign up for some professional speech courses and take customer relations training classes to promote better customer skills.in fact, all employees at any cell phone location should require an extensive degree of background studies before applying for a position. Hire managers that have better class and style. Enforce company guidelines pertaining to hygiene and to proper attire as well. We want to be able to distinguish the difference.
In conclusion, no matter what type of business you are in, big or small, public or not, a manager must not talk in this sort of manner. The line has been crossed. We feel that we have been taken advantage of. We have received no support, thus this shows us the true colors of this particular cell phone company. They only care about business, and making deals behind people's back rather than telling the truth to their customers. Let it be known that we are beyond dissatisfied with the way this cell company treats customers. We are not just a profit.
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