I work for a huge corporation with a FAN/employee account with AT&T and have never requested an upgrade fee waived in 15 yrs. Today I decided to for my three iPhones and chatted in for the first time. As it turns out, I forgot about the waiving the upgrade fee after the advisor presented me with false information. I was shocked by such a lack of professionalism and I can only deduct that these are 2rd party Vendors working for AT&T. When you provide your customers false information in writing, mislead a customer, and elude to your company needing to recover a false amount for the iPhone than reality, you are lying to your customers, misrepresenting Apple as the reason you have to "recover the cost from giving us a $450.00 discount." Here is the opening response ----Ronnie Rivera: Hi Angela, let us check on what we can do about the upgrade fee. (This should have been where the advisor responded to my request with some form of acknowledgement and then gave me policy or if he couldn't answer the question, transfer the chat) I told him that after he checked on that I had a question about Roaming Charges, he guided me to the site for info. He then responded to the upgrade fee--- Ronnie Rivera: With regards to the upgrade fee. We charge it to all customers to recover the cost from giving $450 discount on the phones with a 2-year contract. I have a problem with this explanation. He eludes the explanation by using "All Customers" and by saying they have to recover the cost for the discount. Surely, AT&T provides Chat advisors with standard verbiage. You know, the kind that is true. As icing on the cake, I requested a chat transcript for documentation and was told I had to copy and paste it into notepad. Which says, "We aren't sending you written documentation of our chat session because we don't want to get our @$%!@ handed to us in court." angela: Thank you for your time and addressing my question. Would you please email me a copy of this transcript? Ronnie Rivera: You can copy and paste this chat to a note pad. angela: OK. Is there a place where I can request the transcript instead of copying and pasting it? Ronnie Rivera: That is the only option. For the protection of your account the option to email the transcript is unavailable. I asked why there was no place to provide feedback or why we weren't sent a survey at the end of chat and they said it was random, Nice...... So cx feedback is random and not made easy for one to do. Chat is a broken process, just a quicker way for a customer to get bad generic service.
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