CBS News had it wrong when it reported that AT&T’s DirecTV was cheating customers with “bait and switch” tactics and overcharges over the past two years, AT&T told a group of Democratic senators who raised questions about the story. “Contrary to what is suggested in the story, AT&T is fully committed to honoring its deals, offers, and promotions—and AT&T meets that commitment every day.”
Satellite Business News — AT&T blasted back at a group of Democratic senators who wrote the company regarding claims in a “CBS Evening News” report in May that accused the company, its DirecTv DBS service, and other company offerings of “bait and switch” marketing tactics.
As reported, the CBS News story said its “investigation uncovered more than 4,000 complaints against AT&T and DirecTv related to deals, promotions, and over charging in the past two years.”
In its response to the senators, AT&T did not mince words. ““The CBS story has it wrong. Contrary to what is suggested in the story, AT&T is fully committed to honoring its deals, offers, and promotions—and AT&T meets that commitment every day.”
AT&T said “the overwhelming majority of [its] customers receive their promotions without billing or other issues They are satisfied with their promotions; their expectations have met or exceeded.” AT&T said “on occasion, customers will complain about promotions that have not been received as expected. However such complaints are rare.”
The company said that only three out of every 10,000 new customers to its DirecTv DBS service, “U-verse” video service, and mobile services “lodged complaints” on average in 2015, 2016, and the first four months of this year regarding “over charges.”
AT&T also argued, “These numbers are compelling and flatly contradict the insinuation in the CBS story that customers are somehow besieging AT&T and regulators with complaints about promotions. An objective journalistic presentation of the story should have revealed that the few anomalous complaints highlighted in the story are not in any way indicative of widespread poor customer service.”