Fuck AT&T. (Full Version)

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RockaRolla -> Fuck AT&T. (12/4/2014 7:41:37 AM)

So in our household, as it likely is in others, we've had the worst time when it comes to internet providers.

We started out with Comcast. They tacked some bogus charges on the bill (PPVs that were not purchased by us), cut off the service, and refused to fix the problem.

So then we moved to AT&T. Also got phone service, for a brief period of time. But nobody used the phone and telemarketers kept blowing it up, so it went away. No big deal there, just an experiment that didn't work.

But now, every other month or so, they decide to reconnect the phone line and charge a "reconnection fee" that is more than double the internet bill. Then shut off the service overnight.

These two companies are our options when it comes to internet in this area. That's it. We have to choose between a company that would make a mistake and penalize the customer for it, or a company that makes multiple mistakes and *eventually* fixes them.

Anyone else have horror stories from these companies?



GoddessManko -> RE: Fuck AT&T. (12/4/2014 7:43:47 AM)

It might not be the company, it might be net neutrality. Verizon is buying up all the bandwidth while previously it was shared equally no matter how small or large the company. I'm not a fan of theirs.



ExiledTyrant -> RE: Fuck AT&T. (12/4/2014 7:44:12 AM)

Call your Senator. Sweet talk the hell out of the secretary, and tell him/her what is going on and you will get a refund in a month or so.



BitYakin -> RE: Fuck AT&T. (12/4/2014 7:50:59 AM)

I have been with AT&T for years, I have found the best way to get results from them is to skip past whoever answers the phone, tell them you want to speak to someone in customer retention.

I think that's what its called, its the dept they send you to when you say you intend to drop your services and they want ONE LAST SHOT at keeping you as a customer

they have power to do things NO ONE else in the company can do!

if you play your cards right two things should happen, 1st they will FIX the problem, 2nd if you are persistant and angery enough, they will offer you some kind of "PERK", free something for a month or two etc etc etc

be sure to mention to them YOUR TIME, is worth something, and A) time spent that day getting this fixed PLUS B) time spent previously TRYING to get it fixed is worth something...

when they say "we value you as a customer" and they WILL your response should be "SHOW ME don't just SAY IT, PROVE IT!"

I tend to toss in jabs like " I thought this was a multi billion dollar telecommunication corp not PONEY EXPRESS!" etc etc etc

I usually start the conversation like this. " I want to apologize for yelling at you before we start, I know its not your fault, I know you are just an employee, but I am PISSED and you are the only one I have to vent to. its not personal, but I AM GOING TO YELL and CUSS!"



LittleGirlHeart -> RE: Fuck AT&T. (12/4/2014 8:39:42 AM)

I was going to get a cell phone from att, she swore I'd love it, it's a great phone, try it for a trial and if I don't like it send it back hastle free.


(Ominous music)

I get all pyched agree, the first bullshit move is the person pitching the phone didn't tell me there was a 56 dollar activation fee. So ok, after that little surprise I agree and the phones on its way. I absolutely hate it. The buttons are really tiny, this is hyped as a great phone for texting, an not with those tiny ass buttons it won't be, and dialing will be a bitch. So I promptly call them up to return.(more ominous music)

Then the real bs starts. They tried to charge me a shit load of money to return it,(remember they previously had said no hassle and no penalty to return) and I had to argue till I was exhausted, and finally they agree, but I need to pay out of my own pocket to ship it. I told them, oh no. I should not be out of money on a phone your company falsly hyped up. So they e- mailed me a return lable.



sloguy02246 -> RE: Fuck AT&T. (12/4/2014 3:06:58 PM)

FR

I have worked as a "customer retention" rep and offer the following for dealing with this situation:

1. Express your anger without expletives or personal attacks (saying beforehand that it's "not personal" means nothing if you then go on a long rant using four-letter words. The rep will take it as personal). Better to be direct but polite, firm but not accusatory.

2. After explaining the problem, tell the rep that because of the problem you are having, you have decided to terminate whatever service is being provided, without stating what it would take to keep your business. The first offer of "good will" compensation to maintain your business should come from the rep, not you.

Note: If the rep asks, "What would it take to keep you as our customer?" respond with, "I don't understand what you mean. Give me an example of what you are suggesting." Again - let the rep make the first good-will offer.

3. If the rep then makes an offer to keep you as a customer, counter with an offer that is more generous to you. Let the rep then respond and continue the negotiation until it reaches a resolution you will accept. (If the rep stops negotiating, ask to speak with their supervisor.)

4. If the rep offers no resolution or very little in good will gestures, tell them you would rather cancel the service (assuming you are actually prepared to do so).

Most important: Be aware that a retention rep's performance is graded according to the percentage of "saves" they make from the total calls they receive. A higher "save rate" makes a retention rep look good to their boss and increases their job security.

So, when you call, be sure to give them every opportunity to "save" you and make themselves look good.
Don't yell or swear, be realistic in your expectations for compensation for your "inconvenience," and always let them make the first offer.



crazyml -> RE: Fuck AT&T. (12/4/2014 3:11:33 PM)

This.



BitYakin -> RE: Fuck AT&T. (12/4/2014 3:33:03 PM)

quote:

ORIGINAL: sloguy02246

FR

I have worked as a "customer retention" rep and offer the following for dealing with this situation:

1. Express your anger without expletives or personal attacks (saying beforehand that it's "not personal" means nothing if you then go on a long rant using four-letter words. The rep will take it as personal). Better to be direct but polite, firm but not accusatory.

2. After explaining the problem, tell the rep that because of the problem you are having, you have decided to terminate whatever service is being provided, without stating what it would take to keep your business. The first offer of "good will" compensation to maintain your business should come from the rep, not you.

Note: If the rep asks, "What would it take to keep you as our customer?" respond with, "I don't understand what you mean. Give me an example of what you are suggesting." Again - let the rep make the first good-will offer.

3. If the rep then makes an offer to keep you as a customer, counter with an offer that is more generous to you. Let the rep then respond and continue the negotiation until it reaches a resolution you will accept. (If the rep stops negotiating, ask to speak with their supervisor.)

4. If the rep offers no resolution or very little in good will gestures, tell them you would rather cancel the service (assuming you are actually prepared to do so).

Most important: Be aware that a retention rep's performance is graded according to the percentage of "saves" they make from the total calls they receive. A higher "save rate" makes a retention rep look good to their boss and increases their job security.

So, when you call, be sure to give them every opportunity to "save" you and make themselves look good.
Don't yell or swear, be realistic in your expectations for compensation for your "inconvenience," and always let them make the first offer.




I have found if you warn them hey I am spitting nails MADD, but let them know you are mad at the company and not them as an individual person, they DO UNDERSTAND...
as a matter of a fact, I have often times had them take my side with this tactic, now maybe it's just that, a "tactic" but when you can get them ragging on the company WITH YOU, it sure does feel like they are TRYING to help you

you explain that you have spent countless hours trying to resolve the situation and you are at the proverbial end of your rope and its likely some harsh language IS going to slip out most times they understand

but I totally agree with everything else you said, let them try to calm YOU not you say I want this or that, it just makes it look like you are scamming them for free stuff

usually early on I make some comment like, I doubt there is anything you can say or do that's going to change my mind, I have heard all the promises of how its going to be fixed 100 times already

PS. I never said anything about personal attacks, he's right you do that then they have no choice but to take it personally



ydd -> RE: Fuck AT&T. (12/5/2014 12:18:12 AM)

ntity. That entity was called the Alberta Government Telephone.

One day a politician came along and tasted many of the government run agencies. He tasted the ALCB (Alberta Liquor Control Board), and found it was costing too much to run. *POOF* Welcome privitized liquor stores everywhere! He tested the gas and electricity being sold by the provincial utility company! and found they too, were spending too much money to do business. *POOF* Welcome Enmax and Enbridge! Finally, the politician stopped at a payphone to call his wife to tell her he would be home for dinner, but he didn't have a dime. Upset with AGT for getting him in trouble with the wife, *POOF* Welcome Telus Communications.

After Telus finally got comfortable in his acreage, there was a sudden influx of neighbours. First the Bell's moved in. A few weeks later, the Roger's family moved in. Now instead of a quiet pond, there is a swimming hole, full of the Koodo and Fido families. The Verizon and Primus families are still waiting for their houses to be finished.

Bàck to my point. I grew up with AGT, watched it turn into Telus, and it has been my provider of choice, hands down. Sometimes the old company, is better than the new..



Kaliko -> RE: Fuck AT&T. (12/5/2014 4:36:56 AM)


quote:

ORIGINAL: ExiledTyrant

Call your Senator. Sweet talk the hell out of the secretary, and tell him/her what is going on and you will get a refund in a month or so.



I second this suggestion. I have experience on both sides of the influence of a Senator. It works.



MrRodgers -> RE: Fuck AT&T. (12/6/2014 1:40:28 PM)


quote:

ORIGINAL: GoddessManko

It might not be the company, it might be net neutrality. Verizon is buying up all the bandwidth while previously it was shared equally no matter how small or large the company. I'm not a fan of theirs.

Her problem has nothing to do with net neutrality. Net neutrality is to prevent ISP's from charging you more for their best streaming performance.

IF we don't maintain net neutrality then you can kiss goodbye to anymore Internet ISP competition.,,as little as it is now.



MercTech -> RE: Fuck AT&T. (12/15/2014 9:46:24 PM)

I gave up on Verizon more than a decade ago. Good service but they could not keep the bill straight three months in a row.

When SBC bought AT&T Wireless and re-branded themselves with the new more familiar name; the service with AT&T took a huge nose dive. They are still recovering from merger fever. Heck, some of the servers stil use wap.cingular as an address for cell functions. Their promulgation of huge costs in two year contracts with a little to no cost phone has inflated the service cost to crazy levels.

Most "smart phones" are $400 plus retail. In countries where "bundling" isn't allowed; service is much cheaper but you have to pay retail for a phone.



ivone57 -> RE: Fuck AT&T. (12/16/2014 2:42:24 PM)

been with at&t for our cell, television and internet forever... never had a problem except the price ... its getting too expensive for me ....



TNDommeK -> RE: Fuck AT&T. (12/16/2014 9:58:34 PM)

Fuck Sprint too!



GreedyTop -> RE: Fuck AT&T. (12/17/2014 9:55:44 PM)

they are all of the devil.

IMHO.



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