It all started with our Time Warner Cable bill. It went up almost $20 and at the same time, they were offering a much lower price (around $99) for new subscribers. I called to see if I could lower it to their offer and they said no, I would have to wait three months with no service from them.
Then I saw a commercial for Direct TV, so I called to see what they offered. I asked for a bundle: telephone, internet and a TV package. You know, you've seen it advertised a million times on TV and in print for about $99 a month, free installation, etc.
Okay, the guy says he can give us whole house (five rooms) DVRs with HD, a CHOICE package with a three months worth of premium channels. They would waive the deposit, free installation, etc. We discussed that I already had a modem, but they would provide one for $100 and I would be getting a $100 rebate to pay for it. It would become mine. We also discussed that I need to keep the same phone number for our house, as we have had it for like... 30 years. I told him that I already had an AT&T business line. He said I might be eligible for even more discounts if I combined the two bills.
The salesman told me it should be about $97 a month the first year with all kinds of rebates to get the price to that figure. In fact, with rebates, the first month's bill would be $63.99. Next year, it could be lower if I payed on time and used my credits. I was scribbling notes so fast, I could barely keep up. But the good stuff kept coming. Free Geek Squad home service, etc. He told me he was going to email me what we were talking about, so I could show my husband. I wanted to talk with him before switching companies. But the salesman told me to go ahead and schedule the installation and give my credit card info. I thought his email was coming soon, so I went ahead and made the installation date for two days later, Sunday evening. Then he told me to go online and start filling out the rebate forms before the installation, so the rebates would start on my first bill.
Well, the emails started. I got one stating my account was registered and telling me how to get my rebates. I submitted my information and got another email confirming my request for rebates. Then I got one from AT&T. I assumed that was the internet and telephone portion. They welcomed me, gave me an account number and thanked me for choosing U-verse. In another email they scheduled an installation for a few days later.
The next day, I checked my email and I finally got the one I was waiting for... You know, the one with all the information that the salesman and I spoke about... The Order Confirmation with my equipment selection. It arrived in my mailbox at 1:23 am. It had $0 for Equipment total. It had $0 for Installation, Delivery/Handling, and Tax. The estimated first bill amount was $97.99 and did not include any rebates.
Wow! Sounds great! What a deal! But wait... Where does it say anything about the phone or internet?
Yikes!! I called Direct TV to make sure they were included. I went through menus and then waited to get to a representative. I ended up speaking to several of them and found out that AT&T's portion didn't include the phone and that would be around another $50. They said that AT&T was a separate bill. I explained that I was trying to get the bundle of three and that I called Direct TV to order their bundle.
So I had to call AT&T. I went through the menus again. I waited again. When I finally got through, they could only state what they had on order (no phone) and said I needed to talk to Customer Care. Customer Care is in Monday through Friday. It was Saturday.
I called back Direct TV to cancel Sunday's installation. I got a nice person, after listening to the menus and waiting, as usual. He appologized and listened to the whole story. He said he was going to "escalate" the matter and that I should reschedule the installation for a week later. He said they may have to agree with the original price the salesman had told me, to keep good customer relations. I was okay with that, if it were really true.
As I thought more about it on Sunday, I decided I was going to cancel the whole thing. If I want to get it later, I'll start over and make sure I get it in writting before giving any credit card info and scheduling any installation.
Okay, it's Monday morning. I called Direct TV to cancel. Of course the menus and the wait... Then I got a guy who I explained my problem to. He tried to tell me about the packages again. I told him I spoke to so many people over the weekend, I just want to cancel. He tried again and again. I told him again and again, no, please cancel. He tried even harder. So I told him it was giving me high blood pressure, I just want to cancel please. He did it again. My husband was watching in disbelief. I asked him again to stop, I had anxiety all weekend and I just wanted to cancel, pleeeeeze! He went on... Finally, after pleading with him for about a half an hour, I got a confirmation number of my cancellation! Then he told me to call AT&T to cancel with them. Weird, since I didn't call them in the first place to order anything.
So I called... menus... waiting. After explaining why I wanted to cancel the service, the broken English person said she could not cancel my order. I couldn't understand why. Then she said the computers were down and I should call back in a couple of hours.
I called back a minute later to a different phone number for AT&T. "Yes, the system was down." The guy gave me his ID number and took my number and said they would call me back when the system was up. I was on the phone with AT&T for about a half an hour trying to cancel.
I am going out to my garden now. Everyone remember to share your fruit! There are a few more loquats I can get my hands on. I'm looking for oranges and lemons, if anyone has extras.
