New Receiver Fee - ATT Bundle phone tv internet
Hello,
I have been an ATT UVerse customer for over 3 years. I left Comcast for the very poor customer service. Until today I have for the most part been very satisfied with my Uverse service. However, that all changed after Uverse would not provide me a refund of $55 for dropping off an additional receiver for my kitchen that now has a TV.
I had my kitchen remodeled and call ATT to come out and run lines. They did and charged me $140 or so to run lines from the kitchen to the network box in the basement. I asked the installer if he has the receiver and he said for me to call back and ask and they will drop it off.
Several weeks later I called UVerse customer service to get the receiver and was told there would be a charge of $55. I discussed it with the rep who said that if I call Technical Support once I get my bill they can remove the fee as he was not authorized.
Several weeks later... The installer shows up and is very surprised that all he needs to do is install a box (anyone can - just plug in the chords). I told him about the fee and he said there should be no fee to drop off the box. So, I assumed I would not be charged.
Six weeks later I receive my bill with the $55 charge. I call customer service and wait for 5 minutes before I get a rep. I tell her my info and then after 5 minutes she transfers me to another rep but before I reach him I am on hold for 10 minutes. I repeat my whole story, info to him and he says he is working on it with his manager. Ten minutes later he says he will transfer me to his manager so they can take care of it. Another ten minutes goes by and I get an Account Manager. I have to tell her my whole story again, info, etc. She says too bad and will not waive the fee.
I told her that not one but two people at Uverse told me that the fee can be waived. On top of that, I pay Uverse $200/month for services so I was hoping my loyal customer service and nearly $8,000 of payments for 3 years would catch me a break not withstanding the statements that the fee would get waived.
Overall, this feels like a bait and switch. Sure sir, you can get it waived but let us install it first and then you call us back. Oh, sorry but we can't waive the fee. Huh?
What I really don't understand is when I signed up for the local phone service, ATT shipped all the devices via UPS and I installed it myself. I can't see why they did not do the same for a HD TV receiver which is 10 times easier to install.
Not sure what is happening at Uverse but the customer service that I thought was pretty good was really pathetic. To being on hold for long durations to repeating my story and info to 3 separate reps is unacceptable.
I already checked out rates for Comcast to switch. Not sure I can stomach them either but I live on principles and right now I feel like I have been lied to by Uverse and basically told too bad on your $55 charge. I can't see this experience living well with others and would think this has to happen to others. Uverse... Just mail the receiver to customers and everyone wins in the end. You can have your service techs service real calls and users can get their receivers for free (heck - I would pay shipping if necessary).
Overall, I am left with a bitter taste that I know is only $55 but it was what I was told and how I was treated that really annoy me.
All I am asking is to credit my account for $55 and I would feel good again.
Steve C.
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