Get it in writing before you sign, or don't do it!
Written: Apr 12 '04 (Updated Apr 13 '04)
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I've had AT&T wireless service for about 6 months, and up until now things have been okay. The service is normally pretty good despite a few dropped calls, usually while driving on the interstate. The monthly cost of the service is competitive, and when I signed up AT&T was the only company offering a very nice Motorola flip phone for free with new service.
When my service began, I was told that my plan included all of the state of Mississippi as well as New Orleans and that area of Louisiana, and also the western half of Alabama. I expected this to be perfect because my job requires me to travel throughout Mississippi and rarely also to Louisiana towns that border the MS state line, and even more rarely to Alabama. They even showed me a map of the coverage area and it covered all of the places I would ever have to go, so I went for it.
The first month I had the service I was in north Mississippi, near the Tennessee state line. I received a bill for roaming charges for calls made from there. When I called to ask why, the representative explained that a tower in Tennessee had picked up the calls but that since I was actually still in Mississippi when the calls were made they credited my account for the charges. She said that it was likely to happen again since they couldn't control which tower would pick up the calls, but she told me if it happened again they would be glad to remove the charges if I would just call in. Easy as pie.
Then last month I received a bill for $100 of roaming charges for calls made from Alabama. This time it wasn't so easy. I called to ask about the charges, and now suddenly I'm being told that my plan doesn't cover any portion of Alabama, which contradicts what I was told just months ago. I argued with the first very rude man for several minutes and finally asked to speak with a supervisor. The so-called supervisor told me that the charges were legitimate and would remain on my account. I argued with him for a while, trying to explain that first of all I was told this area was covered, and second of all there was nothing on my phone to indicate that I was roaming when I made the calls. There is supposed to be some kind of symbol that appears on the screen to let you know you're roaming, but that didn't happen. After a long time of arguing with the supervisor I asked to speak with HIS supervisor. He told me, "Anyone you speak with is going to tell you the same thing," to which I responded, "Well then they can tell me that but I'm not taking your word for it, so put them on the phone please." He then said, "Okay fine. But it might be a bit of a WAIT."
Now, I've actually had a job similar to his, and I know that one technique for dealing with irritated customers who won't give up is to put them on hold for an extremely long time in hopes that they'll get tired and hang up. So I told him, "I've got all day."
The jerk HUNG UP ON ME! I was at work when this happened and I got very busy and was unable to call right back like I wanted to, but I'm definitely calling back tomorrow and these liars WILL credit my account for those calls. As of now it's an ongoing battle. I do not recommend signing a contract with AT&T. If you do decide to do this, make sure you get someone to give you a signed copy of a coverage map or some other form of written proof of exactly what is included in your service area before you sign anything or give them any money.
Recommended:
No
What product did you purchase or try to purchase? AT&T Wireless
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