Review of my AT&T Modem Rebates

I called AT&T today (01/20/10) to inquire on that status of my modem rebate check. This was the fourth time I had called their office inquiring on my rebate check. During this call, I spoke to Brandi who told me they would have to reissue a check to me. She gave me further details on the delay, explaining the original check was issued on 11/6/09 (even though I had originally applied in October). Once that check was returned due to an incorrect address, another check was issued on 12/7/09. That too would go to the wrong address.

My prior call to their office took place on 12/17/09 where I spoke to Alissa. At that time, Alissa promised me her office would reissue that check within a day or so. The only delay I may see would pertain to the holidays where it might take an extra few days to process. After speaking with Alissa, I noted on my calendar to follow up with their office if I did not receive the check by 1/17/10.

So today, I was able to obtain additional information on the status of the check. After speaking with Brandi who tried to outline all the steps in this scenario, she felt compelled to transfer my call to her manager, Sue. Sue was very helpful and understanding and promised to reissue the modem rebate check today and said I would receive it within 2-3 weeks. She briefly provided me an overview on the fact that there were two automatic checks that went out on 11/6/09 and 12/7/09 respectively. Unfortunately, and unknown to me until today, they went to the wrong address. Sue said Alissa on 12/17 placed a note in the file to reissue the check once the second automatic check was returned.

Needless to say, Alissa promised me she was going to reissue even though she simply added a note to my file to reissue the check once the second check was returned. Trying to make sense of this, I asked Sue what would trigger the reissuance of that check besides my call — she did have a response. There appeared to be a disconnect between the second returned check and a new check being issued to the correct address. In addition, I was also confused about the telephone number and address inconsistency. Customer service had one number (used as an account number) and address, whereas the billing department had different contact information. This surprised me because when we moved offices to this new location, we provided the billing department with all updated contact information.

A few questions I had: How would the client know the rebate department/customer service had the incorrect address? As I just mentioned, the correct contact information was on the bill. Why does their system simply reissue the check twice without investigating? Why did Alissa tell me she’d reissue a check immediately when she didn’t? Why did these service reps tell me they’d take care of things when ultimately the rebate check was not sent to the correct address without a number of follow ups? If I hadn’t followed up four times, who would be out the money?

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

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