October 10, 2015
I have been a customer of AT & T for years and have always been very
happy with the products and service, until today. A year ago, when we
were considering switching to Straight Talk to save money, we stopped in
an AT & T store. The salesman was so convincing that instead of
saving money, we actually purchased 3 new phones that came with
a 99 cent tablet each.
When I expressed my concern over how much the
money the monthly bill was going to cost, the salesman assured me
REPEATEDLY that we can drop the tablet lines ANYTIME WITH NO TERMINATION
FEE. NONE.
The 1 tablet is used heavily but the other 2 are barely
used, so I decided to drop 2 of the tablet lines. Low and behold, I'm
told there is a $102 early termination fee. I explained the salesman
assured me repeatedly that this was only for the phones, which I wasn't
cancelling. The first gentleman said he would transfer me to the
cancellation line to see if they could do anything about it. Instead, he
transferred me into the voicemail of my home phone. The second person
told me there was nothing that can be done, that I she can cancel the
lines but I'll be charged $102.
I said to leave the lines in force but
that I am very unhappy with AT & T at this time. If a salesperson
makes a promise, regardless of whether or not he is mistaken, that
promise should be honored. I appreciated the fact that she was willing
to tell her supervisor that training is needed at the store in question,
but that really doesn't help me. The only reason we bought the tablets
was because we were assured we could cancel anytime. So educating the
sales staff now isn't really going to help me while I am making payments
on something I don't use.
Regretfully,
A very unhappy AT & T customer
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I posted the above message on the AT & T Facebook page today. I doubt it will do any good. But I'm ever hopeful.
UPDATE: AT & T responded to my message, immediately, asking for my contact information. About an hour later a gentleman called and said he can't waive the activation fee, but to keep the tablets on the bill and he dropped our base rate by $20. The tablets were running us $23.06 a month, so this is fine with me. Thanks to Spencer, my faith in AT & T has been restored.
