AT&T Makes Me Want to Scream … I Know You Know the Feeling

MY TURN--One would think that a company like AT&T would at least be subtle in ripping off their customers.  Since we now live in a ‘share’ culture, I have something to share with you … because I know many of you will be able to relate. 

Like most of you, I don't mind paying for a good product at a fair price.  I resent paying for less than was promised.  These giant corporations especially in the media business are rightly starting to worry about their loss of subscribers.  Consumers are waking up to the fact that there are alternatives and if you don't know how to set up streaming on your TV get your children or grand children to do it for you. 

Amazon Prime, just announced that customers will be able to purchase "premium" channels Starz and Showtime Now, for an additional fee but not anywhere near the cost of those channels from the cable and satellite companies. 

Having been involved in media all my adult life I still like to stay current.  One of my favorite

media bloggers is Andy Hunn at the Changing Media Landscape (entertain247.blogspot.com).  He manages to take some of the more complex changes and make it understandable, even for those of us who are technologically challenged. 

A couple of years ago he wrote a blog about the possibilities of a consumer revolt resulting in the  "unbundling" of the gravy train the cable  and TV companies had enjoyed for the last couple of decades.  It could result in lower costs for the consumer. Even if prices amounted to the same, if the channel selection was yours...it would be worth it. 

Have you noticed the offer of 250 channels sounds great--- except many of them are duplicates with different call letters;  there are several running repeats or ancient series; about one third are "shopping" sites; about 15% religion; and the rest pay per view.   If one doesn't have kids at home I bet most of us watch under 20 channels on a regular basis. 

We all complain about monopolies.  Remember when you had a choice of Pacific Bell or Pacific Bell?  I don't recall anyone writing a love letter to "Ma Bell" either.  When the FTC allowed competition, it was possible to choose a carrier; keep the telephone number you had; and select your calling plan.  Competition did help and we eliminated costs for toll calls, long distance and party lines...now I am really dating myself! 

In the San Fernando Valley, we had a choice of Time Warner ( formerly Cablevision ) or nothing.  Consolidation has not been helpful for the consumer. Now the larger media companies are trying to acquire the alternative digital choices, so that they can control the video streaming.  Remember when Hulu was free? 

This consolidation has also allowed the elimination of something, which still has the same name, but the intent has changed... customer service. 

What precipitated this column was my recent horrible experience with AT&T U verse/DIRECTV.  I have now spent eight solid hours and talked to sixteen different people all about an over billing.  It is still not reconciled.  AT&T purchased DIRECTV effective in 2015 and the name DIRECTV is being phased out in 2016.  

The only problem is the two companies don't talk to each other, at least at the customer service level.  This is true even when you go up the hierarchy to the Supervisor's Supervisor.  I'm sharing this because if someone had told me what they went through to correct an error I would have thought they were making it up. 

What concerns me is, most people would throw up their hands in disgust and let them get away with it.  Those of you who are regular readers know that I am somewhat tenacious and I refuse to give up.  Besides I had negotiated the bundle for a friend and I felt responsible. 

What I discovered was not just roadblocks in admitting mistakes but devious marketing practices which I am sure add millions to its bottom line.  

Last August I negotiated a "bundle"  for TV, Digital Phone and Internet.   I read the promotional brochure carefully and when I placed the order I knew approximately what the monthly bill would be including taxes. 

The first surprise, when the bill arrived, was learning that in order to switch from an AT&T land line to an AT&T digital (part of the bundle) there was a $99.00 switching charge.  The second surprise after receiving the first bill was noticing a $7.99 monthly DIRECTV "protection plan" and  $7.00 monthly charge for high speed internet equipment.  The sales brochure says no installation or equipment fees. 

There is a paragraph at the bottom of the brochure tiny type.  I had problems reading it with a magnifying glass.  One of the sixteen people told me "it's good marketing not to include those extra costs". 

Because there are two companies each referred  me to the other after each phone call.  One "customer service" rep started yelling at me, that what I read on the bill I was looking at wasn't on the bill--- and she should know since she worked for the company and then hung up on me. 

When you finally get through to a live person they will not give you a surname or employee number, which gives them carte blanche to keep you on hold for half an hour, hang up so you have to go through the automated system several times to get a person or tell you it is the other company's fault! 

I tried to get the bill explained through an online "chat". This took a half hour going back and forth with a very nice gentleman in another country.  He was very sympathetic-agreed that I had been overcharged- and then finally told me he couldn't do anything and I would have to call both companies again. 

This saga went on for more than a week  with a minimum call of two hours daily.  My friend started getting harassing calls threatening her with collection.  She was supposed to pay even if it was wrong and settle it later.  She wanted out from the entire mess.  Her TV never worked properly even though she had reported it. 

Finally I was put through to "Retention Department".  This is the department of  last resort when you tell them you want to cancel your service.  ATT&T has one also.   This is where they do "Let's Make a Deal"  in order to keep your business. 

This time I insisted on talking to the Manager of the Department.  They discovered ---yes, she had been over billed and thus had several months credit.  She couldn't cancel because it was for a two year contract.  This is the other "marketing" ploy.  They offer a decent price the first year and then the prices go up more than  50% the second year.  The person taking the initial order says there are other promotions the second year.  Wrong! 

This is the point I am making---how many people have gone through the same or worse and just finally gave up; didn't know they had options; or had a black mark go on their credit report? 

DIRECTV has a commercial saying they are number one in customer satisfaction.  If you check the internet you will find the opposite.  

It is my opinion, that these and other large corporations  train their customer service people to give as little information as possible; to never give their real names; and to try and discourage customers from getting refunds or credits. 

So after having talked to 16 different people ... the situation is still not completely resolved.  

When my first year was up I received a very nice form letter from Mr. Ed Balcerzak, Senior Vice President, Customer Service DIRECTV,  He said in part, " We've trained over 30,000 agents to make your experience smoother, and we are adding new features like live online chat, that let you get your questions answered at your convenience." 

When I looked Mr. Balcerzak up on the website, his job title had changed to Vice-President of Finance.  I guess Customer  Service had become a good profit center. 

As always comments welcome …

 

(Denyse Selesnick is a CityWatch columnist. She is a former publisher/journalist/international event organizer. Denyse can be reached at: [email protected])

-cw

 

 

CityWatch

Vol 13 Issue 100

Pub: Dec 11, 2015