Greetings... I thought I would post this here as it has to do with Consumerism- all be it a little bit of a different flavor. Below is a Copy of an email that I just sent off to ATTBI concerning some recent experiences. First off, let me just say that I fully expect ATTBI to respond appropriately as I have always had good experiences with them concerning their Phone or Internet services. And Second, this is not meant to be flame- just a heads up that often in large corporations the left hand does not know what the right hand is doing and we, the consumers, often suffer the consequences of their miscommunication. I consider myself an informed buyer and take every action to remain as such by doing research and making inquiry phone calls before purchases. When I am on the phone with Reps, I record their Full names and Employee Identification... I have ommitted that information from the email.
Quote:
ATTBI Rep:
I purchased a CableModem on 6/11/02 and had it activated as well as returned the leased modem. Prior to purchase, I had read about the rate changes that ATTBI plans to implement on various Tech Forums but did not recieve any official notification so I called ATTBI to confirm officially whether this would effect me prior to purchasing a Modem (called same day as modem purchase). On the phone with an ATTBI Rep (XXXXXXXXXXXX), I was assured that the pricing increases would not effect my area and that it was wise to purchase a Modem as it would save me money. After that conversation, I purchased a Modem and followed through with the necessary steps. I received the ATTBI NewsLetter this morning in my email and it provided a link to a page that specified pricing changes- that link stated that pricing would change effective July 1, 2002 and outlined the price changes. This information is contrary to what I was informed on the phone. I called a rep (XXXXXXXXXX) a few minutes ago and they/he confirmed the price increase. Had I been told on 6/11/02 that I would be effected by the price increases, I would not have purchased the modem which cost roughly $100 as it would not have been in my best interests to own rather than lease. The rep on the phone this afternoon provided no comment concerning these happenings and only offered that for 6 months I would receive "Coupons" that discounted my service $7, the rate increase- an inadequate response and not a resolution. I bought the Modem with the understanding and confirmation from an ATTBI Rep (XXXXXXXXXXXX) that it would provide me with a $10 monthly savings. I understand that in the ATTBI TOS (Terms of Service) it clearly states that ATTBI reserves the right to adjust the rates at any time and as a consumer, I agree to this by use of services. What I am seeking clarification and resolution for is what I was told on the phone about My Account and its future costs. What I was informed of on the phone on 6/11 vs what I read and was told today is contradictory and misleading. I have been a loyal ATTBI/@home Broadband customer for a long while (2.5 year) and have been extremely pleased with my services thus far and hope to continue with this attitude and content. Please take a moment to address my complaint and assist me in understanding these contradictions and in finding an adequate resolution that benefits Me as a consumer and ATTBI as a reputable Service Provider.
Thank You for your time.
Regards,
Brian Downie
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Just a Heads Up to Remind us (consumers) to ask questions, record pertinent information and follow up/through in efforts to keep businesses accountable the same way they do us.
Mortis