AT&T - Trickery and Dishonesty Is Their Motto
AT&T Store - Complaint
KOKOMO, INDIANA -- I have been with AT&T since 2008. Every time I have an issue they always fight me on it. The people in the store and customer service always contradict each other. The store will tell you one thing and make promises then the corporation will go against it. I went to the store when the port on my Blackberry stopped working. I was under warranty. The store inspected my phone and said it was no fault of my own. They noted the phone was fine and said I would be issued a new one. They called customer service who started the process but said it could have no scratches. I told them the phone had a small scratch on the screen. They argued but finally said they would honor what the store documented (that the phone was fine).
I sent the phone in and they sent me a bill for $500 stating I sent in a faulty phone because of the scratch. I was on the phone with them for over an hour before they finally honored the original promise (that I was upfront with from the beginning). Another incident I had was when I wanted to switch from a post pay to a prepay service because it was cheaper. I went in and they changed it over. I paid for the unlimited text, messaging and data plan (on my blackberry) and was unable to use data unless on wi-fi and unable to use e-mail completely. I was able to use both fine before I switched. I went back and they said their SMARTPHONE PLAN did not work with blackberries (even though it counts as a smart phone). They did not tell me this BEFORE I switched and would not compensate me afterwards.
The store projects an attitude of helpfulness but do not tell you everything upfront and will not do anything when issues arise afterwards. They will also put you on more expensive plans automatically if they can slip it in even though it is not what you want or need. When I first got a smart phone and added data I did not need much and wanted the most basic plan. They automatically put me on the data plan that was 2 notches above what I wanted. They never asked which plan I wanted and made it sound like they gave me the basic one. They later stated that they just assumed what I wanted based on what is "most common." Not very individualized service. I was able to get a back credit for this as I was far from using that amount of data they gave me or the limit on the smallest plan. I will be finding something new, I am sick of this.