Telecommunications service providers find themselves in controversial situations occasionally where they are accused of being involved in shady practices, and their constant push for certain services frustrates the customers. T-Mobile has recently been called out for its continued attempts to make users adopt its T Life app and rely more on the tool. Not only did that lead to consumers walking out, but it also put immense pressure on the employees. Now, it seems that AT&T is also stepping on the same path, as it has been trying to shove down its services to users who are not only dismayed by the poor customer experience but feel trapped or part of a scam owing to the constant chase.
Despite telling AT&T that users do not want “Next Up,” it seems that the company is not stopping and continues with the pursuit
Have you ever been in a situation where you do not want a product or service, but due to the persistent persuasion of the employees, you end up giving in and getting something you did not want in the first place? Now, imagine being so aggressively pushed that sales practices seem to cross boundaries, and customers find themselves trapped owing to the arduous process of canceling.
Such seems to be the state of AT&T customers who are finding themselves in an awkward and frustrating situation with AT&T’s “Next Up.” One user shared his frustration on Reddit, expressing how his experience and excitement of buying a new phone turned into a nightmare when he walked into a local AT&T store. The customer explicitly stated he kept saying how he did not want AT&T’s Next Up. But later noticed that the services were still being added. When left with no other choice, the user went for canceling to be involved in a whirlwind of wait times and processes.
Even after waiting for 2 weeks once the phone arrived, the user was still unable to get through customer service as they kept praising Next Up, which, by this time, rather than a service meant to facilitate, felt like a scam. The user was frustrated with the lack of ease in canceling a service that was not needed. What adds up to the poor experience is that the customer went on to remove the services and was told that they would not be charged for it. However, he had a bill that included the charges, and he was told that the charges could not be waived. This user is not the only one having a similar experience, as others have also let out about their struggles with canceling Next Up.
Big carriers pushing for services seems to have become the norm recently. This constant persuasion does not sit well with customers, who may consider switching if the poor customer service experience continues.
