On Oct 7 a polite and professional looking AT&T representative came to my door offering a package deal on TV, Phone and Broadband Internet Services. After an extended conversation, I let her inside and we discussed the costs. She told me that if I ordered today, I would receive a $25 monthly discount on my internet service "for as long as you keep the service". She even wrote this on my order form.
So I ordered the package deal. The installers came to my home a week later and everything seemed fine until I received the bill. It was quickly apparent that I had not received the promised discount. So I called customer service and spoke to a representative who assured me he would take care of the problem. After a couple of days no change had occurred in my online bill. So I called again... Similar response, no change.
So I called a third time and insisted on speaking with a supervisor. No supervisor was available (how convenient). I faxed a copy of the order form showing what the AT&T rep had promised in writing. After a couple of days, while I was unavailable to take her call, a supervisor returned my call. She obviously had not read the details of my complaint, nor my fax and simply stated that the discount I was "asking for" was not available in my area. She left a phone message offering some lame compromise.
After several other tries and by now a total of over four hours of my wasted time, I finally reached a supervisor who told me that the order form did not constitute a contract. She said "I can't give you something we don't have" and I told her that I don't do business with any company who uses bait and switch tactics.
So I am now in the process of switching back to Time Warner Cable as my provider. I would advise anyone who has an AT&T representative come to your door, to not believe their promises even if they give them to you in writing. I'll never do business with AT&T again under any circumstances.
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