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Please wait for a chat agent to respond. Your current wait time is ‘0’ minutes.
You are now chatting with ‘Ronald S.’
Ronald S.: Welcome to AT&T Premier Support. I am reading your question and will be right with you.
Ronald S.: I’ll be more than happy to assist you with this.
marc moore: Hello. I just placed an order on the web site for a Pantech Laser.
Ronald S.: Is 999-999-9999 the wireless number you are inquiring about?
marc moore: Per the web site, it is a free phone after the instant rebate; however, the total did not reflect the rebate.
marc moore: No, that’s mine.
marc moore: The number upgraded was 666-666-6666
Ronald S.: Thank you for the information.
Ronald S.: To clarify, you would like to know why the instant rebate are not applying during the upgrade process is that correct?
marc moore: Yes. If the rebate doesn’t apply, I don’t want the phone
Ronald S.: Thank you for clarifying your concern.
Ronald S.: For security purposes, can you please provide me with your full name, the account holder’s name, and the last 4 digits of the account holder’s social security number or the account pass code if you have one in place for verification purposes?
marc moore: marc steven moore
marc moore: I am the account holder
marc moore: ???? is the last 4
Ronald S.: Thank you for verifying that information.
Ronald S.: I am currently working to research your concern. Please hold and I will be right back with you within 2 to 3 minutes.
marc moore: OK
Ronald S.: I’m sorry for the delay. I’ll be right with you.
Ronald S.: I will be right with you.
Ronald S.: Thank you for waiting.
marc moore: It’s fine
marc moore: I have my order ID handy if you need that
Ronald S.: Sorry for the delay. As I have check your account, your rate plan code has expired. You can select the same plan you have to update the code in you account. Your rollover minutes will be reduced to the minutes on the rate plan you select.
marc moore: I have no idea what that means.
marc moore: I haven’t made any plan changes, so how could it expire?
Ronald S.: I apologize for this inconvenience and I understand your concern. Let’s double check the requirements together and ensure that you have everything you need to qualify for the promotion.
Ronald S.: I do apologize for the above statement. Let me clarify my explanation.
Ronald S.: Our systems updated in 2009, when this happened the website coding was also changed. With the outdated plan, the system has a hard time recognizing that you qualify for the promotion. Don’t worry, this is easy to fix and I would be more than happy to walk you through the steps to correct this issue. We still offer the same plan, so your monthly reoccurring charges will not change.
Ronald S.: I can assist you how to update your rate plan. Would you like to do it now?
marc moore: I shouldn’t lose any rollover minutes in the process, correct?
marc moore: In fact, this is an AT&T problem, so can you simply fix it and let me get back to work?
Ronald S.: I do apologize for the delay.
Ronald S.: If we still offer the same plan, your monthly reoccurring charges will not change however your rollover minutes may be reduced to the amount of anytime minutes on the plan.
marc moore: That’s wrong.
Ronald S.: I understand your concern. However, you cannot get the instant rebate if you will not update your rate plan in your account.
Ronald S.: Don’t worry, this is easy to fix and I would be more than happy to walk you through the steps to correct this issue.
marc moore: I don’t understand why I should have to do anything. As a customer I don’t care about AT&T’s internal rate plans, how you manage them, or when they change.
Ronald S.: I understand your frustration. With the outdated plan, the system has a hard time recognizing that you qualify for the promotion and for me to better assist you to solve this issue, you really need to update you rate plan.
marc moore: My current plan meets the requirements for the rebate, correct?
marc moore: It requires a certain price threshold, which I meet, if I’m not mistaken.
Ronald S.: Yes, AT&T still offering your plan, it’s just the rate plan code we need to update for you to meet the requirements.
Ronald S.: By updating the rate plan code on the account this will ensure that you are able to obtain the correct pricing on the Premier site when shopping.
Ronald S.: Again, I apologize for the inconvenience. The site does not recognize the rate plan that you currently have.
marc moore: I’d suggest simply modifying the order since it’s in your system and out of my hands anyway.
Ronald S.: I understand that. However, we do not have ways to modifying the order. It just the rate plan code you need to update in your account for you to get the discounts offer.
Ronald S.: If you want I can assist you on how to do updating you rate plan. Just tell me when you are ready.
marc moore: How will that affect an existing order if the order cannot be modified?
Ronald S.: I understand your concern. For you to get the order discount, you have to update the Rate Plan code and I can assist you on how to do that.
marc moore: But if I change the plan code AT&T will steal my rollover minutes, which is not right.
marc moore: Here are the terms: "Requires a qualified 1 or 2 year service agreement for Corporate Responsibility Users (CRU) and requires a 2 year service agreement for Individual Responsibility Users (IRU). Also requires activation on an AT&T voice plan with a Monthly Service Charge (MSC) of $39.99 or higher."
marc moore: Which part of that do I not qualify for?
Ronald S.: You will not lose you Rollover minutes, it will just reduced to the amount of anytime minutes on the plan you will going to choose.
marc moore: Why would I want to do that?
marc moore: The 700 minutes I have now suits me fine.
marc moore: The fact that AT&T’s billing software is feeble is no reason I should have to change anything to get a discount to which I am entitled.
Ronald S.: I understand that the requirements you provided is also included, But since your rate plan code got expired, discounts rebate will not be applied
Ronald S.: Allow me to clarify my explanation. You can still upgrade your phone, but the discount will not apply. If you want to get the discounts offer to you, the Rate Plan code needs to be updated.
marc moore: So my plan meets the requirements of the rebate but I am still not allowed to receive it?
Ronald S.: As of now, since your Rate Plan code got expired, you are not yet meeting the requirements. In addition to that, there is also terms and conditions on the phone that wish to purchase for you to meet all the requirements.
marc moore: None of that is true according to what I just showed you.
marc moore: Let me chat with a supervisor please
Ronald S.: Thank you for waiting. I’ll be with you in just a moment.
Ronald S.: I can find a supervisor for you,but same information they will provide you regarding your plan.
Ronald S.: Please stay online while I’ll find my supervisor for you.
marc moore: I see no plan that costs the same as the one I have now.
Ronald S.: I do apologize for the long wait. My supervisor right now is engage in a chat. Would you still want to chat with my supervisor? or let me help you solve this concern.
marc moore: I’ll summarize for him or her.
marc moore: I believe web order number 10139265573276774 should qualify for the instant rebate offered on the Pantech Laser; however, the web system did not apply the rebate. I’ve been told I need to change to a new plan; however, it is not appropriate for AT&T to force me into a higher cost plan when my current plan meets the requirements of the offer.
marc moore: I’ve been further told that the reason for the change is because AT&T’s systems cannot process my "old" plan.
Ronald S.: Thank you for patiently waiting.
marc moore: As a customer, I don’t care about AT&T’s plan codes or any other nonsense like that.
Ronald S.: To clarify, are you done with order process or not?
marc moore: Yes, the order is complete and in your system. I’ve received an email saying I’ve been charged $129.99 for the phone. No rebate was applied.
marc moore: As an IT professional myself I understand how a system can have limitations. However, that is no reason for me to have to be forced to upgrade. The order can be modified in your system.
Ronald S.: Since your order was already processed and there is not much we will be able to do over chat, Please please call the Premier Support Center at 1-866-499-8008, select option #3 then #3 again, Monday – Friday from 8:00 AM – 9:00 PM EST.
Ronald S.: There, they will be able to go over your options. If you would like to still speak to a supervisor I would be more than happy to locate one for you.
marc moore: That’s terrible. I told you I had an order number 20 minutes ago! This has been a nightmare. Goodbye.
