Wonderfully understanding company, AT&T...

[FuzzyKitten99]

Or at least the rep that the lady talked to... ugh. I sincerely hope that the company rectified this and disciplined the employee.

http://www.ebaumsworld.com/video/watch/44274/

[BookstoreEscapee]

That is really sad. I realize AT&T probably has a lot of equipment at risk in the area; that's a lot of money to just write off, but have a heart and go through the insurance companies!

[DesignFox]

All I have to say is when you sign up for service...read the terms of service!

You don't own the equipment most times- you lease it from the company.

If something happens to the equipment- the company doesn't care how- you owe them money for the equipment you were borrowing.

Besides, IF this couple really didn't have the money. All they'd have to do is wait for the bill.
Then, call AT&T and say, "We don't have the money. What do we do?"
AT&T says, "Oh. No problem. How about a monthly payment plan?"

So, no. I don't think AT&T is evil at all.

I think it is yet another example of finger pointing and not taking responsibility for our own actions.

Besides, they have insurance! They're getting the money back, anyway.

[Boozy]

AT&T likely has to bill the cost of the receiver out immediately for accounting purposes and to make invoicing less of a nightmare on their end.

But I'm sure if this couple were to call AT&T after they receive the bill and ask them to wait for their fire insurance to come through, then they'd be able to work something out.

[DarthRetard]

I can almost guarantee it Boozy. More than three times this year, because of job issues, I've had to call AT&T and ask for a an extension/pay arrangement extending almost a week to a week and a half. They didn't complain, object, or anything. They were more than willing to work with me to make sure everything worked okay, and even wished me better luck in the future.

This is more than likely just a fluke in the system, and for all ATT knew, they could have been posing as someone in the fires, you know? I mean, it's a likely excuse at this point, but on ATT's end, they may have had minimal proof.

[FuzzyKitten99]

All I have to say is when you sign up for service...read the terms of service!

You don't own the equipment most times- you lease it from the company.

If something happens to the equipment- the company doesn't care how- you owe them money for the equipment you were borrowing.

Besides, IF this couple really didn't have the money. All they'd have to do is wait for the bill.
Then, call AT&T and say, "We don't have the money. What do we do?"
AT&T says, "Oh. No problem. How about a monthly payment plan?"

So, no. I don't think AT&T is evil at all.

I think it is yet another example of finger pointing and not taking responsibility for our own actions.

Besides, they have insurance! They're getting the money back, anyway.

I never said they were evil... please don't exaggerate. My issue wasn't so much with the policies, but with the employee asking the lady if she remembered to grab the equipment!

Yes, sometimes people scam the companies like you said, but even mortgage companies are far more lenient than that rep (and ultimately the company, if what the lady said was true) was. I know that when I worked for Wells Fargo Mortgage, and there were natural disasters in places where we held mortgages to homes, all the homes that were deemed at risk via their zip codes, automatically got a flag on their accounts regardless if they had damage or not, so that if the owners called in and stated that they sustained damage/loss, we could immediately put their accounts on hold and route them to the proper channels to start a loss claim.

While this did not exempt them or waive any payments, it put their account on hold and we also froze their credit reporting for up to 12 months, depending on the situation. If a mortgage company is willing to do this with property worth far more than a modem or dish or receiver, then an optional services company such as AT&T can too. It is all a matter on how much their customer base matters to them.

[Emrld]

From what I remember . . . the people in the call centers have specific questions that have to be asked. . . I have a feeling one of them is . . .did you take the reciever/ save the reciever.
Also, without documentation AT&T will have to stand by standard policy. I have a feeling at the point of the story that very few people had calling and cancelling services at the top of their list. So the Rep this lady got honestly and truthfully may not have had any idea what was going on in San Diago. Nor do we know the couples credit history. True they may pay every bill on time . . .but they also might be slow/ late pays.
This is one sided reporting at its best . . .it pulls on peoples sympathies and makes big companies look like evil monsters. When many times big companies are victims of scam artists and people that skip out on bills.

[DesignFox]

Fuzzykitten, I wasn't trying to say that you used that word. But some of the people on the link you posted certainly had some harsh things to say.

I guess it's my wording. I was merely pointing out that I don't think the company was in any way in the wrong. (although, if the rep really did ask if they managed to grab their receiver on the way out of the burning house...I'd have to agree that is a bit ridiculous!)

I'm sorry if my words came across as an attack on you. They certainly weren't intended to be.