AT&T Cable Services Complaint - Don't fall for AT@T's promised rebates - they are a scam
Before choosing AT&T for my internet provider, I was with Comcast. I was looking for a less expensive means of service and ATT's Fast Access DSL looked good – no contract and a good price that would not change for 2 years. But the real "carrot" that was dangled before me was the $175 rebate that I was told I would get, but then denied. Here's how they manipulated me and likely thousands of other customers into believing that they would come through with the rebate.
First, the AT&T sales representative will hand out several rebates to try and Win you over, and the big one is the $175 for switching from another internet service provider. What they do is first use the term "qualify", but then in further discussion with the sales representative the language turns to "you will get..." The hidden piece of information here is that the $175 rebate is ONLY for those people who switch AND order a phone line and AT&T long-distance. Does the sales representative mention this...? NO. When you say "I only want internet, not a phone line" does the representative say "you will not get the rebate"...? NO they don't. This is the first step of the manipulation. As with most sales interactions, you think that the deal is being made and finalized in this phone call, but its NOT. It’s a car sales tactic. First set the customer up with a good picture and confidence in the sale and then it’s the “hold, on I need to run this by my sales manager.” In this case, you are not told about the second part of sale where you are denied the rebate.
Now the second part is what hits it home. After you get off the phone and you go to the rewards center to claim your rebate, you will see it listed. Yes, that's right, AT&T will even show you that it is being processed to further punch home the belief that they will follow through and you will be 125$ richer. Even if you come back 3 weeks later to claim your $125 rebate, ITS STILL THERE. That’s right, every thing is done with the intent to making you believe that you will get the money. Why do they do this? Because it protects them when you find out a few weeks later that your claim has been denied. That's right, ATT's defense is that their sales representative throws out as many rebates as possible to dope you into thinking you will get them, but then there is this 4-6 week "processing" period where the Rewards Center looks over the rebate request and decides who gets what rebates. Yep, the sales representative that gave you the quote, told you when your first bill would arrive, and of course when you would get your rebates SAYS NOTHING about the fact that the service bundle you have ordered WILL NOT QUALIFY YOU FOR THE REBATE. Thus, it doesn't matter what the sales representative tells you, the final decision as to whether you get the rebate is not made until after you have the service installed and you are less likely to send it back as a result of not getting the rebate you were told you would get.
From a marketing perspective, the scam is superb! You are left feeling manipulated and cheated, which in fact you were. Most people don't do anything to follow up, I would imagine, as they have the internet service, and after calling AT&T customer service and getting all of their apologies, they go surf with their new service and forget about.
The fact of the matter is that this is another example of where BIG CORPORATE AT&T does not give a damn about its new customers, only the opportunity to manipulate them into buying their services. Underneath all the "great customer service" and advertised deals that show how much AT&T “cares about their customers”, it’s all a lie. And you are #1726354 who just got doped into thinking that you found a company that was transparent in their deals. Is that the kind of business you want from a company? PLEASE do not fall for this manipulation. Stay away from ATT. They do not deserve our hard earned dollars as their only motivation is to turn a profit at your expense. They are laughing all the way to the bank every time they manipulate someone who is simply looking for a better customer service relationship.