Two Thirds of ATT Sales Reps Lied on Termination Fees in Test

[Jerry Raia]

http://hotcellularphone.com/att/two...n-fees-in-test/ (http://hotcellularphone.com/att/two-third-of-att-sales-reps-lied-on-termination-fees-in-test/)


"The news came out today that AT&T Wireless sales representatives provided false information about the company’s policy toward early termination fees during a mystery shopping exercise carried out by the public interest group “Consumers Union” last week. This group made 12 calls to AT&T salespeople and two-thirds of the representatives provided inaccurate information about the company’s policy toward early termination fees."
http://images.thoughtsmedia.com/resizer/thumbs/size/500/spt/auto/1202257992.usr6.jpg
A lie is when you know what you are saying is not true. I am more inclined to think these reps were just ignorant of the terms or may have even gotten erroneous information from a manager of the store. If you really aren't sure you can always just read what you are signing. What a concept!

[Jon Westfall]

Just because I read what I sign doesn't mean I'll remember it accuraty 12-18 months later when I'm thinking of switching! It is quite disturbing that reps don't know the policy, and while it's not a lie per sey, it is a sin of omission not to know your own policy and then tell customers what you *think* the policy is when they call!

[Fritzly]

"If you really aren't sure you can always just read what you are signing. What a concept!"
In other Countries where the rights of customers are taken in considerations paragraphs like "Early termination fees" etc. are considered "Vessatory terms" and must be listed separately form the everything else, in bold, clearly explained and you need to sign again to explicitely accept them.
Of course here in the US these kind of customer protection measures are MIA.

[Jerry Raia]

If you are smart enough to ask a rep, shouldn't you be smart enough to know to read the contract? I have never taken anyone's word if I am signing something. I read all of it. Of course it's bad that the reps got it wrong but, when ones hard earned money is at stake; READ THE CONTRACT.

[onlydarksets]

Judging by your "revolving door" sig of phones, I'm guessing you are intimately familiar with the cancellation terms of the wireless contracts you sign. I know you don't do 2-year contracts, but you probably need to make sure they haven't tried to sneak one by you!

My dad inherited a Treo 700 at work from someone who paid full list for it, but then allowed VZW to tie them into a 2 year contract.

[Sven Johannsen]

If you really aren't sure you can always just read what you are signing. What a concept!

If you ask a direct question and get a direct answer, I don't see the need for revalidating that. It is possibly naive, but I almost prefer it to assuming everyone is lying, or incompetent.

Yes, I have had an ATT give me bad info, not on the phone, but to my face in the store. The situation was adding a phone line (addtl number) to a family plan and putting the SIM in an existing (I brought it in with me) phone. I asked specifically about the cancellation fee on the contract. I was told it is a standard contract and the cancellation fees are based on the price subsidy of the phone, to recoup that cost. Since I was not buying a phone, the fee would essentially be zero. That was determined to be innacurate 6 mos later talking to ATT customer support, when considering canceling that number.

Even reading the contract likely would not have made any difference. It says an early termination fee may be applied. That is not inconsistant with what I was told. Nor is it inconsistant with what they intended to do.

In this case the line cost is only $10/mo, and the termination fee made it almost a wash as to paying it or keeping the line.

I can't say the ATT rep was lying. He appeared to believe what he said, or he was an acting student paying his way through school working at the ATT store.