I spent two weeks trying to resolve an issue with an older ATT phone with a new SIM card that would not connect to the data network. I had some great people help me in those two weeks. I had others ask me if I had a data plan. Really?
After two weeks the issue was closed by technical service. I called them and told them it didn't work. They told me to buy a new device. They were pretty rude to me.
I called customer service again. I explained all of the time and energy I had put into this. The rep was "willing to help me" and "would see what he could do for me". He made me an offer "I could not refuse". His supervisor was with him and I couldn't call back, it had to be now. He also said that my bill would not increase and I should call back if it did. After 45 minutes or so, he was shipping a new phone. I came out and asked him if he was giving me the phone. He eluded that he was. I thought maybe he rebated it out or overrode something. Embarrassed to say I should have known better.
I found out on my bill that he upgraded me on the NEXT 30 month plan, That is all he did in 45 minutes. Although he never told me that directly.
I called customer service today and spent >4 hours on the phone. Nothing - they are doing nothing for me. No waive of the upgrade fee, no discount on the phone, nothing. Three weeks of endless time on the phone with them and they will not make one compensation for their customer of 10+ years.
I was taken advantage of. I am speechless. So unethical.