AT&T is playing catch-up to it’s customers this week as they try to fix the bad PR that has been coming to them lately.
iPhone users have had a grudge against AT&T since … well, nearly the beginning when AT&T’s network dropped a ridiculous amount of calls and for some, still does because of AT&T’s lack of quality 3G coverage.
Next, when the iPhone 3Gs came out in 2009, AT&T was the sole carrier to not support two new vital features: MMS and tethering. Their excuse was that their network needed to be beefed up, despite being the sole US carrier for the iphone for quite a few years, and being privvy to Apple’s development plan for the iPhone.
AT&T tried to remedy this negative press by promising that MMS and tethering would be available by end of summer. Ofcourse, they missed this deadline and MMS will be available in the FALL not summer. They also have failed to even mention a launch date for tethering.
This has caused a huge backlash on Twitter and other online networks as consumers are being increasingly angry with AT&T’s customer service.
Seth the Blogger Guy
AT&T launched a video on YouTube yesterday trying to answer the comments. They used “Seth the blogger” guy to make a very informative PR piece. However, even this attempt caused a backlash.
No one wants to be talked down to by a company rep who looks like he hasn’t shaved in 3 days and is just coming down from a acid trip. Especially when you are paying that company over $150/mo for sub-standard service!
In addition to this, the video had the tone of blaming customers for AT&T’s poor service, which no one is going to take seriously.
Recently, there is news coming that the iPhone might be released from it’s exclusive contract with AT&T after 2010 (or 2011) and will be available on other carriers. This will greatly free up customers to move to a better carrier, forcing AT&T to make some meaningful changes to their service, pricing, and support.
For more info, you can follow AT&T on Twitter. For more biting commentary, you can follow me!
Update: Even AT&T says AT&T can’t handle the iPhone great article by ComputerWorld that has much more detailed / sourced information than I could come up with.
Image Credit: Wired.com
Growl, Sam Growl!
Actually, I agree completely that tethering and MMS should have been available by now, and I know that there are still things that are horrible in terms of service in other markets.
One thing I will say, however, is that I haven’t experienced any dropped calls since I got my iPhone in July. I suspect it has something to do with AT&T’s upgrade of the network in the New York area and suburbs, which hopefully is an indication of things to come elsewhere.
It’s always bothered me, however, that iPhone owners have been tethered (forgive the expression) to the AT&T network at inception. Knowing that they have the iPhone till 2010 (2011) gave AT&T little incentive to build their network the way it should have been. Then again, perhaps they just didn’t anticipate what an impact the apple cult would have on their network.
What frustrates me most is the approach that AT&T has been taking with their customers. They hire fake PR guys to speak to customers like they are small children.
I pay about $180/mo to AT&T and their monopoly on the iPhone is not going to last for long. I don’t care for WORDS, I care for results. If they don’t deliver some soon, they are going to lose me and other previously happy customers to better carriers as soon as the iPhone is unlocked.
Most of the people who’ve commented on this post to me are asking me why I don’t jailbreak my phone. At this point, I’m tempted.
I’m writing up another blog article regarding wifi and bluetooth options and how they affect the batter life of the iPhone.
I’ve got my grass, and the kids better stay off it!
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