
Teacher
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8 Messages
Switcher Program is a SCAM and a LIE
Ok AT&T, I've had enough. Switching from Verizon has been the worst and most frustrating process I have ever had with customer service and operations. We are still out over 400 dollars because you lost our old phones after telling us exactly how to send them. I have spoken with your customer service department, loyalty, trade-in, and your switcher departments and have emailed escalated tickets, etc.
DO NOT switch to ATT from Verizon. The process is awful and a lie.
At this point, we have wasted so much time being passed around from phone call to phone call, department to department, even after reaching a potential settlement. Given that we were willing to switch our plans over, and could have been happy customers for a while, this is incredibly disappointing, and your company shouldn't get away with this. We have been reasonable and patient, and at this point, we are fed up.
We will be requesting your assistance in providing the UIDs of every employee we have spoken to from Loyalty, General Customer Service, Trade In, as well as the switcher program,
MicCheck
ACE - Expert
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13.7K Messages
6 years ago
Do you have the evidence (via tracking numbers) that AT&T received the trade ins? If so, send that evidence to @ATTCares
if not, your should first figure out if you’re correct that AT&T received them before going on as if AT&T isn’t cooperating.
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formerlyknownas
ACE - Sage
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113.2K Messages
6 years ago
@MikeCKane7 Also not ATT. This is the community, as in customers.
The switch offer depends on the phones being traded in. Find the phones and resolve the problem.
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MikeCKane7
Teacher
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8 Messages
6 years ago
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MikeCKane7
Teacher
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8 Messages
6 years ago
Please see reply below. We have tried everything and have spent almost 10 hours of our time trying to resolve this. We watched the video on the switcher program, followed instructions carefully, and have invested a lot of our personal time all because AT&T messed up in their instructions on how to send the phones back.
None of this has been easy for us. We are both technically-savvy and made sure to have tracking numbers and followed all of the protocols. Even after explaining this situation many times, and getting re-routed so many times, there doesn't seem to be any partnership on AT&T's end to ensure that we could make things right.
This never needed to be an ordeal, and even after some representatives acknowledged the issue, they are still not reconciling the issue.
If this isn't resolved soon, we will seek professional services to make things better. I think AT&T should be ashamed of their operations, the constant re-routing, the lack of visibility across their divisions to track down these items, and especially the number of iterations to speak with them before a manager could simply make this problem go away.
We would have NEVER switched from Verizon knowing that this would be half as difficult as it has been, and the customer service experience on top of all of this is shameful.
I am open to discussing this with anyone from the customer service reps all the way to the CEO to give my opinion on how this could be improved, it's just terrible that it happened to us. I have never needed to spend so much time with Customer service regarding promises that are not fulfilled.
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formerlyknownas
ACE - Sage
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113.2K Messages
6 years ago
@MikeCKane7
You posted in the community, please click on @ATTCares to send ATT a private message.
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MikeCKane7
Teacher
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8 Messages
6 years ago
OK, Will do.
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MikeCKane7
Teacher
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8 Messages
6 years ago
Received this: "In order to serve you as quickly as possible, we are no longer accepting private messages. To get in touch with us about your account or bill, please chat with us here. For all other questions, please post your question publicly here on the forums."
Is this a continued effort to make it as difficult for me as possible to get anything done with this?
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MikeCKane7
Teacher
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8 Messages
6 years ago
Just went back and forth to two departments through chat. After an Hour, received the same run-around. Now they want me to call the rebate center again.
Continuing to frustrate me. On one last good faith measure, I will call the rebate center. If I hit a dead end or have the same re-direction, I will begin filing my attorney paperwork.
Any other suggestions?
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Samanthagutu
Contributor
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1 Message
5 years ago
I am going through the same exact thing. I mailed my trade-in phone to AT&T over 2 months ago and I got a tracking number and they denied my trade-in and now I lost $552 and my iPhone 8. I regret the day I switched to AT&T. This switcher program is a scam !!! I have been passed around from department to department and when you call the switcher program number it’s nothing but robots and you cannot speak to a live person. SCAM !!!!
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formerlyknownas
ACE - Sage
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113.2K Messages
5 years ago
@Samanthagutu
The switch offer ended 3/31, hopefully you switched before that date.
File a BBB complaint and someone will contact you. Be prepared to supply your tracking or counter receipt for sending in the phone.
BTW an iPhone 8 from any other carrier would work in ATT, you should have paid it off, unlocked if needed, and kept the iPhone. The switch offer is only a reimbursement and is capped at $650.
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