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AT&T to Punish Heavy Data Users?
Mr. Vega did do some serious finger-pointing however. He laid a majority of the problem squarely at the feet of the three percent of customers who make up 40-percent of the company's wireless broadband traffic. De la Vega said there is no magic bullet but upgrades to the network, including the upcoming HSPA 7.2 update, and "educating" users could go a long way to ease the load. More worrisome, de la Vega also hinted at possibly instituting a tiered service system where the heaviest users (almost all iPhone users, of course) would be charged a higher rate than others.
While we understand AT&T's desire to lighten he load on it's network, and we'd really love to avoid increased fees across the board, but we're less thrilled with the idea of having to give up our theoretical "unlimited" data service. Besides, there is always the chance that this is just an empty grab for extra cash. [From: Ars Technica, Engadget, and Wall Street Journal]
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Comments
4
Subscribe to commentssureshotDec 10th 2009 4:56PM
AT&T is certainly pursuing every opportunity to “grab” and steal cash from even its best customers. AT&T has developed a collection agency mentality and policy in its
approach to customer service. I had been a customer for five years until September of this year when AT&T erroneously charged me $68,505!! for “data transmissions” that I didn’t originate. Everyday an AT&T representative called threatening me with a credit derogatory, if I didn’t pay. I argued tirelessly, explaining that I had a phone that couldn’t originate “data transmissions” and that AT&T should get their fraud department involved. I called every executive that I knew within my professional network and got absolutely no where. I don’t think anyone is accountable for anything at AT&T, when a customer is trying to effect a change. Furthermore, AT&T ignored all attempts to escalate the matter to have its fraud department to investigate. During the time of their aggressive pursuit of my money, the charges continued to escalate and AT&T did nothing, until I told them to shut the account down. After two months, their representative, Mr. Michael Cullen at C6787@att.com called me to say “you didn’t hear this from me, but AT&T reissued your SIM ID to another client that uses an “Air Card.” During that time another $35,785 was added to my bill. So far this ordeal has taken me three months to resolve and AT&T is still trying to force me to pay some ancillary charges that were directly related to their mistake. Again, when I attempted to explain that the charges are due to AT&T’s mistake, the representative can not think about a resolution and doesn’t know what to do, because it is not on the statement card that they all read over and over. AT&T should just employ parrots to say the same thing over and over, again and again. I’ll post and make a case study of all the transcripts of these conversations and the e-mails on Face Book and Twitter so everybody can be aware of these shake down tactics.
Shame on AT&T to shake a good customer down, particularly someone-who had never been late paying since the inception of the account, I used auto pay. I hope Ralph de la Vega can re-position AT&T from a collection agency mentality to a world class communications company. Until then, I am with Verizon!
sneelyskis@aol.com
JamesDec 10th 2009 6:59PM
AT&T SUCKS!!! THEY WILL NEVER GET A PENNY OF MY BUSINESS!!!
michaelDec 12th 2009 9:11PM
This is just another example of a large public company focusing on short term revenue at the detriment of the long term value of its customer relationships which of course ultimately destroys shareholder value...
http://myimajinashin.com/2009/12/09/does-att-actually-hate-its-best-customers-or-does-it-just-not-care-about-them/
JohnDec 31st 2009 9:54AM
AT&T is just playing the blame game. Last time it was verizons fault their service sucked now its their customers. Instead of blowing all your cash on blame experts and lawyers, why no just put that money into you lousy service.