Wednesday, June 10, 2009

Conversation with AT&T.

You are now chatting with 'Shayla K'

Shayla K: Welcome to AT&T Premier Support. I am reading your question and will be right with you.

Shayla K: To clarify, you would like information about the family data plans correct?

monty: My wife and I have received conflicting information. I had been told that if I chose the Family data unlimited that we would both have access to the internet. She was told that each of us would have to add it to our lines and that data packages are not shareable. If that is the case then my next question would be Why is it called "Family" Data unlimited?

Shayla K: I'd be more than happy to assist you with this.

Shayla K: The Family Data plan is $10 per line. However, the data plan is not available for PDA devices.

monty: How is that so? It is not even an option for the second line.

monty: If it is of any assistance I am on a university discount link for AT&T premier

Shayla K: The $10 per line will not show in the cart.

Shayla K: However, it is $10 per line.

Shayla K: What are the two phones you have added to the cart?

monty: Samsug a777s

Shayla K: Yes, the data plan would be $10 per line, rather then adding it individually and paying $15 per line

monty: However it is only listed as an option for the first line and is NOT included either on the cart or on the estimated monthly charges

monty: 700 minutes - 60, family data - 10, Messaging unlimited for groups - 30, Nation Family talk additional line - 9.99 = 100.99

Shayla K: Yes, we are aware that pricing only shows $10 for the first line, however you will need to add an additional $10 to the estimated bill for the second line.

Shayla K: Plus an additional $10 for the second lines data plan.

monty: If that is the case and you are not disclosing the full price of your service then I will remain with my current carrier.

Shayla K: I apologize for the inconvenience.

Shayla K: Do you have any questions regarding the information we discussed today?

monty: Has there been any consideration to fully disclosing the cost of your services?

Shayla K: We apologize for the inconvenience for the $10 for the additional lines not being disclosed with the pricing estimation during checkout, as well as not being to provide you the monthly cost for tax and fees, however we can only ask that you add the $10 for the second line to the $100.99 estimate price and the 10%-15% to the estimated price as well.

monty: Taxes are understandable and explained. However, not fully disclosing the cost of services rendered and allowing someone to find out on their first bill in inexcusable. I am sure that I am not the only one to find this practice deplorable.

Shayla K: Do you have any questions regarding the information we discussed today?

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