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AT&T Support Plus

Posted:    

did not use service-hasn't refunded

Complaint Rating:  80 % with 5 votes
80% 5
4
Contact information:
AT&T Support Plus
United States
I received disc to install AT&T internet. When I called to register, AT&T rep said windows 98 wasn't supported and connected me to AT&T Support Plus. They wouldn't talk to me unless I gave them a credit card number, (which I was informed I could find the terms of the agreement on the internet, which I didn't have which is why I was forwarded to them). So I give them my credit card number, I go on hell hold. Finally a guy gets on, gets my DSL phone # and tells me he cant do anything because I need to register. I told him the first guy sent me to him because he said I couldn't register with windows 98. I told him that I had windows 2000 on my other computer, and I would register with that so I had no problem to fix. I was told then, I would get a credit and should see it in 3 to 5 days. I called back several times to be told it has to go before a credit review board, and will take weeks. Are they holding that money along with other people's money to pump up there receivables or what. This is ridiculous. WEEKS?
I never used the service. I was sent there by an incompetent AT&T internet person. Who never asked if I had another computer with windows 2000.
But to take weeks and send a credit to an credit review board?
Sounds very wrong, especially when I was told it would take 3 to 5 days, because I was sent there in error.
Again I wonder about a company who has to have a credit review board to issue a credit. Are they holding that much money from people that they have to hire people to hold it. Must be gaining alot of interest somewhere.
Complaint comments Comments (14)    Updated: Complaint country United States Complaint category Internet Services

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A  28th of Oct, 2008 by    0 Votes
I am going through a similar issue with AT&T Support Plus. I was transferred to plus when my issue was covered by free AT&T support. I spent 5 sec. on the phone with the support guy when he realized that my issue was on AT&T's side and had nothing to do with my computer. It has been a month now of calling Support Plus repeatedly and being told the same thing "your refund has not yet been approved by the review team." This is ridiculous I can't believe that this is happening.
A  23rd of Apr, 2009 by    0 Votes
I agree! Tech support is ludicrous, whether via online chats or international phone support. One directs me to the other who, after 10 minutes of silence and two basic attempts at tech support offers me to buy a new product of theirs.
N  3rd of Aug, 2009 by    0 Votes
I am having the same trouble. I can't get anyone on the phone. They put me on hold forever and then the phone is dead. This has been going on since March 09. Can anyone help. They are still charging my credit card monthly.

Thanks
David
A  3rd of Aug, 2009 by    0 Votes
In March of 2009 I made a call to AT&T internet support for an issue I was having with getting my Macbook back on my network. The technician could not help me, but suggested that I get AT&T Support Plus. I had to give them my credit card before they would set up service. I told the tech. that my laptop was a Mac and she assured me that support plus was trained to handle all kinds of operating systems. After talking to the plus technician for 10 minutes I knew that he was lost. He would put me on hold for long periods of time. I told him just to refund my money and that I would call Apple support. After 2 hours he finally gave in. He told me that he would document in his notes that he could not help me. He told me who to contact to get my money refunded. After many many tries, I have never received a refund. They are still charging my credit card. Whats funny is, after I hung up with him I called Apple Support. They fixed my problem in less than 10 minutes. They also charged me for which I don't mind because they fixed the problem. They told me to unplug my AT&T gateway modem to reset it and then replug. That fixed the problem.

Now how do I get my refund?
D  15th of Oct, 2009 by    0 Votes
This is actually a great service. I used it myself to see if they could help me with my almost unusable computer and they managed to pull it off. What a lot people don't seem to understand is that AT&T Support Plus is a remote computer support service. Again, in case you didn't get it, it is remote COMPUTER support service, provided by certified technicians.

It is also a best effort service, meaning that the techs will do all they can considering that everything is done remotely. If your COMPUTER problem doesn't get resolved it is because your computer is hopeless. If you would've taken it to a computer repair center they would charge you just as much if not more for only a diagnostic, and that is only to tell you what is wrong with it and what has to be done about it.
A  22nd of Feb, 2010 by    0 Votes
texep sounds like he works for AT&T support plus.

This "service" comes across as a scam to me. My mother just called me about her problem. She can't access the internet. So, texep, what did AT&T do? They recommended this "remote COMPUTER service" to her.

Seriously. Now, she isn't on the internet but this "remote COMPUTER service" is somehow going to magically help?

One way or another, we'll get my mom's $100 back. What a scam.
N  25th of Feb, 2010 by    0 Votes
Cygnustx,

You must not know much about tech support. First we try to get your computer back online through ipconfig, knowing the IP address codes and what they stand for, and seeing if a virus is stopping you from getting online, or if it's just simply a hardware/driver issue.

From there we try and get remote access to a computer when the network is back online and if you still need help from there.

We are not just a remote access and nothing else. I work in the phone tech support field and people seem to think we can just put our hands through the phone and fix everything for them. As a quote I know:

"We are technicians, not magicians."

Otherwise, go pay people like Geek squad or other local pc repair shops and see what they charge you. Just for a tech to come to your house through Geek squad is around 300 bucks. Fine bring it to them then they still going to charge you 75 bucks just to tell you what's wrong BEFORE they even fix it.

Local shops still charge 50 bucks just to run a diagnostic test through your computer.
A  15th of May, 2010 by    0 Votes
It does work with windows 98. The operating system has nothing to do with the internet connection.
A  30th of Jun, 2010 by    0 Votes
AT&T SUCKS!!! I got service installed for a DSL line and terminated it a couple of weeks after. The real pain is that they required a $100 deposit before the line was installed. I got it to them and had the service installed, but I had to cancel the service because I moved out of where I was living. I called and had the service terminated, and was told that I would receive my $100 refund. I returned the equipment (before 30 days) and paid my last bill ($86). I was told that I should receive my deposit in about a week... That's what they must train their reps to say because it's been about 3 months and everyone that I talk to says that. I'm thinking about starting a forum for people like me that have the Samson & Goliath thing going on. On this website I'll have a map showing the whole country with little red dots showing how they 'covered' the whole country ripping people off and covering it up... I was also told that I paid for the equipment and didn't have to return it. Needless to say, I lost that money too. If you are reading this, DO NOT GET SERVICE WITH AT&T!!!
A  1st of Nov, 2010 by    0 Votes
I've been trying to cancel this service since my dad passed away. He never used it and my mom does not use the computer. They keep telling me it is canceled but it shows up again on my mom's bill next month. I've been calling them for three months. Stealing from a widow: Wrong! Shame on you AT&T!
N  26th of Nov, 2011 by    0 Votes
After reading these posts and others, I have decided to trust my configuration problem to the Geek Squad. I am not affiliated with Best Buy in any way. I expect to see a technician tomorrow (Sunday) morning between 8-12 & be charged $90 plus tax, including 6 months of support. This is less than the $15/month X 12 month contract for AT&T Support Plus. Prices may change...clearly they have changed a lot since Roger4L said in May 2010 (above) that the Geek squad charges around $300 bucks.
N  2nd of Feb, 2012 by    0 Votes
These people who are telling you that you will get a credit and that the service will be cancelled are robots for at&t, trained to say this while you still get charged with each passing month. I think they figure it's only a year and then "problem solved". They give you a reference number and when you call back to see what the staus is you get the same ol bull ### all over again. Screw these rip off giants, I've been dealing with getting my "claim" resolved since last August and I'm looking into a class action for there fraudulent practices. I never asked for this service to be on my computer in the first place and I keep telling them to go back to the day it was installed on, y computer and listen for themselves to the recorded conversation. I'm going to hire an attorney to get that recording and take them to court for illigally charging me for something I did not want or ask for! You know sometimes all it takes is one voice to make the monster crawl back in it's hole...one very LOUD voice!!
N  19th of Sep, 2015 by    0 Votes
called support plus witch I pay 15$ for each month 3 times for the same issue. still not fixed the people u talk to don't speak English very well
A  16th of May, 2017 by    0 Votes
Having real issue with support plus - rude, lying representatives - have cancelled all my services with ATT because this service does not work and now am fighting with them for early term fee. I hope I am never in a situation where ATT is my only source, because I never want to do business with them again.

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