How Do We Deceive Thee? We Are Still Counting NEW Ways!

Posted Thu November 6, 2008 4:54 pm, by Lisa S. written to BellSouth Telecommunications

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Your 'cash back' promises are NOT honored! It is misleading and surely illegal to so blatantly 'reel in' customers with large rebate offers, then blatantly deny what was clearly stated on your website!

On August 1, I ordered Fast Access DSL (switching from Charter), switched our phone to Bellsouth/AT&T (from Charter), and took up DISH network as well (switching from Charter), because of promises made on your website regarding 'bundles'.

The web address was www.bellsouth.com/consumer/answers/index.html

Here are some statements quoted exactly as printed from your webpage on September 11, 2008.

BUNDLE your services and get cash back!

Double your cash back - order online and get up to $300

Cable customers: Switch from cable internet and get an extra $125 cash back. (No star indicating further conditions, etcetera)

Under 'Terms and Conditions': (I am including what applies to us)
$300 Cash Back:
$50 for the purchase of FastAccess DSL Ultra or higher speed; (then info re wireless plan, does not apply); $50 America's Top 100 or higher from AT&T Dish Network digital satellite TV service. Requires AT&T local and long distance service. Long distance not required with online orders at att.com. Orders placed online at att.com will receive an extra $50 for each qualifying purchase. Must be new customer to qualifying service(s). Cash back redemption requires customer to retain qualifying service(s) a minimum of 30 days and at time processing of reward is completed. Check will be sent within 4-6 weeks following redemption of reward to eligible customers. CASH back offer may not be combined with other AT&T promotional offers on the SAME SERVICES. Offer ends 9/20/08.

I have called numerous times and have ended up more confused each time.

First of all, I tried to order online over and over and over and over, but when I'd click to actually place my final order, I KEPT GETTING SENT BACK TO THE BEGINNING.
I finally called the customer service number listed and spoke with Alan Marshall. He apologized that the site was not working, and offered to place my order for new services over the phone. I initially refused because of course I wanted the double rebates for ordering online. After he reassured me he was putting a note in that I was unable to access the online signup, and I would STILL BE ELIGIBLE if I let him go ahead and sign us up, I agreed.
We were unable to get Fast Access DSL Ultra in my area, but because that is what I wanted to order that day, he said ATT/Bellsouth would honor the rebate promised.

I have called customer service or the 'Rewards' Center several times, sat on hold for countless minutes, and each time, I end the call more confused and upset than before. Today I was told (by Audra and Lashavette in the Rewards Center) they cannot combine the cable switch ($125) with the others, and that they can't even combine the DSL and Top 100 rebates, even though the terms on my printed copy of your website from Sept plainly state that's what was promised when I placed my order!

I was not rude, I just kept stating I did not understand why the terms that applied to my order are in print in front of my face, yet now I am being told the 'terms have changed'. I asked if I could email her a copy of the web page I printed out. "No". I asked if I could send a copy to anyone via US Mail... "No". A gentleman in the background said "If she just don't get it, tell her to talk to a supervisor!"
THEN a supervisor, Courtney, got on the phone, said the same things, plus said we are not even eligible for double rebates on anything because I did not order online. I told her I was reassured by Mr Marshall that because I had tried repeatedly to order online, AT&T/Bellsouth would happily honor my rebate. She stated she was sorry I had been given erroneous information, but she could not do anything about it. She told me I should have gotten it in writing.

So, it just gets worse and worse, and I am farther and farther from getting the rebates promised to 'get our business'. As I see online numerous complaints about the same thing happening to countless others, I realize I am not the only 'stupid' customer out here, and that just makes me angrier at a company I used to trust.

I would like the chance to send a copy of the terms and conditions that PERTAINED TO MY ORDER on August 1st to someone patient and polite who can explain why 'what it says isn't what it means'.

I would like an email or phone correspondence to be initiated with that person LOOKING AT THIS COPY of the terms and conditions.

I would like the promises of Mr. Marshall (who was very kind and helpful) to be honored regarding the 'online ordering' portion.

My web page copy states:
Switch from cable $125 EXTRA cash back.
Fast Access DSL Ultra: $50
Order online: another $50
Order America's Top 100 or higher: $50
Order online: Another $50.

Your website PLAINLY says we are entitled to a total of $325 cash back. THAT is why I placed my order, and why I MIS-placed my trust in AT&T.

I'd like to know if you will honor your promises/terms, or if I am one more disgruntled customer you have 'pulled the wool over'?.
Sincerely,

Lisa

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Re: How Do We Deceive Thee? We Are Still Counting NEW Ways! by RowdyRetailer Posted Thu November 6, 2008 @ 6:56 PM I have DSL now and hate it. We use to have cable but the wife wanted the Dish so we got the bundle deal with the Dish and DSL. The Dish's service was far worse than the cable ever was, and the cables internet was faster. I have made my point and am signing up with Verizon Fios cable and Internet next week. My only complaint is that they give you the triple play deal with the slowest internet and wont let you pay the difference to upgrade. We skipped the triple play and got a bundle FIOS internet and cable. Good Day Reply