LIES about Installation Charge: Read my convo w/ AT&T

Question

Hello, !
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Answer 1

Hany : Hello. I’m sorry for any delay in reaching me and appreciate your patience. I am a Manager and see that you have been speaking with my Representative Please allow me a moment to review your previous conversation and I will be happy to assist you further.Me: I am now getting very impatient.Hany : i do understand that your concern is about the insa+tlation charges for your services , am i correct ?Me: Apart of many more concerns, yes. That is my priority at the moment.Hany : i do apologize for the inconvenience here , but usually the instaltion charges for the services are valid charges , since there was a job performed by a skilled technician in your premisesMe: I would like to note a few things, the initial issues can be read above within the chat but not only did 4 separate Customer Service Reps misguide me regarding my installation and make promises regarding price adjustments but all of this was also NOT NOTED with the technician notes. How convenient is this..Me: Yes, there was a job performed by the technician. However, the first time frame (8-9am PT) I was told the tech would be coming was all of a sudden changed to (9-11am PT) when no one showed up for BOTH time frames I had already spoken to 4 people and stayed home from work to accommodate your tech's schedule only to find out the order was "lost"Me: As a result of speak to 5 people total between myself and my roommate and for the 2 inaccurate time frames AND the tech not showing up because AT&T messed up the order, your Customer Service Rep said my one time fee would be removed AND adjustments would be made to my monthly installment. Now, conveniently none of this is in your notesMe: I would love for you to listen to those recorded calls...unless those too are "lost"Me: In addition, Glendy decided to upsell me which is fair, however they also completely ignored my one and only reason for coming into the LC which is to find out what my NEW monthly installment is.Me: So Hany, I'll ask you the same question. With removing the one time charge of $99 and making whatever adjustments to my $51/month charge, what am I looking at monthly?Hany : your monthly bill will be 51,95 plus taxesMe: That is the same as what I pay now.Hany : that but the 99 $ charges are valid , since there is no notes indicating otherwise , and also , the monthly charges are fixes at the quoted rateMe: I hope you understand how patient and respectful I have been to all of the AT&T reps I have interacted with since this started some weeks ago. And despite hurdle after hurdle I have continued to be patient.Hany : i do appreciate thatHany : but from our end the charges are validMe: So Hany, what you're telling me is that NO adjustments are going to be made.Hany : the job is done , and the service is workingHany : i will make a courtesy adjustemnt from my endHany : \Me: And what is this courtesy adjustment?Hany : for all the hastle that you went through ,i wil waive 50 $ from the 99$ installation , as half the chargesMe: Do you have the authorization to waive the installation fee?Hany : no , sorryMe: That's okay, I would like to speak to someone who has that authority.Me: I appreciate your assistance.Me: I also seem to have lost the ability to email this chat to myself, will you be kind enough to send me a COMPLETE copy?Hany : well you can copy and paste itHany : the installation changes cant be waivedMe: Then why would your reps say they couldHany : that why i cant remove those chargesMe: and why are those notes missing from my fileHany : nobody can remove themMe: I hear you, however you are not answering me.Hany : thats why o offered you 50% adjustemnt as courtesy creditMe: Why, if that's not even an option, was that said to me?Hany : i will check about that as well ,Hany : i dont see any notes about any waiverMe: Yes, please make sure to actually note this entire conversation.Me: I'm sure you don't.Me: What is noted?Me: The two separate installation windows? Is that noted?Me: The multiple phone calls? Is that noted?Me: The "lost/missing" order and failure for the tech to show up? Is that noted?Hany : there was 2 orders , the initial one is canceled , ( notye on the order that you done online , there is 99$ installation already , on 3 different installment each month 33$ ), and there was other ordere done when you called and spoke with the rep , and that was completed already , with instaltion fees 99$ as it appears on the bill ,Me: It's an insult and quite frankly beyond poor customer service to think that $50 is a courtesy discount when the lost wages for missing one day of work plus the HOURS spent on the phone and in this chat in addition to how all of the reps have handled is laughable.Me: Oh so now the $99 is split into 3 installments? When was that note dated?Hany : you made your service initail order online , correct ??Me: No, over the phone.Me: I spoke to a woman and we set up the date and time for the tech to arrive as well as what package was best fit for me.Me: Nothing, outside of this Live Chat was handled online.Hany : so the initil aorder too has instalationHany : ok thenMe: Your notes seem to be pretty inaccurate, if it's not too obvious to point that out.Me: Again, the $99 is split into 3 installments? When was that note dated?Hany : that was the original order that was cicelledHany : canceledMe: Why would there be a cancelled order?Me: And if there was, why was there no notification: text or email sent to me as a result. Shouldn't there be a confirmaiton?Hany : there was a problem in the order for the instaltion part , so a new order had to be issuedMe: A problem on AT&T's behalfHany : a problem in your are location and trhe house probably ,m that the signal was not passed to the premisesMe: So your cancelled my order, didn't tell me, had me wait at home for 4 hours then had me reschedule and wait at home again, promise adjustments and decline those promisesMe: Because AT&T failed to pass through the orderMe: Yet here we are, closing in on 2 hours in this LC and you're offering to waive me $50Me: Is that correct, Hany?Hany : i am offering to waive 50 $ , correctMe: Nice of you to confirm an ounce of the truth. Okay, well thank you for your "service." Please immediately waive 50% of the installation fee AND provide me the direct line to your supervisor and confirm that this Live Chat is in my file in it's entirety.Me: I'll wait for your complete confirmation and the information requested.Me: Thank You.Hany : juyst a secondMe: No worriesHany has left the chatYou are being transferred, please hold...Agent Ivan enters chatMe: Hello Ivan, what is your role in relation to Hany?Me: Is anyone there?Me: Hany did not confirm everything I asked, can you confirm the time stamp of the first message and also identify your role at AT&T?Me: Hello?Me: I apologize for my sarcasm but I really cannot fathom how AT&T's customer service can get any better.