How to piss off your customers in 3 easy steps...

[matthew]

Imagine you are a cellular company that wants to shed some customers because your network is being driven into the ground by iPhone users.  Here's a plan that should get you some breathing room:

1. Announce that you are going to require data plans on 'Smart Phones.'
2. Without warning 'upgrade' all your customers to a $30/month data plan.
3. Refuse to

Comments

[flintknappy]

That's pretty crappy of them. Which company is this?

[matthew]

AT&T. My now-former carrier.

[ctseawa]

This is AT&T, did you really expect anything else?

Sprint is a better _price_ deal. Coverage is ... ok. As long as you don't need customer service it isn't bad.

[matthew]

Haven't looked at Sprint in ages, my phones are all GSM like the rest of the planet :P

[mooflyfoof]

This really makes me appreciate T-Mobile, who has really bent over backwards to keep me as a customer.

Love T-Mobile too, but--

[cooncat]

Just a quick counterpoint--while I have been delighted with T-Mobile, and was able to use my phone in Europe and Japan for just an additional $5, when my 8700g died I was informed that there was no way I was going to replace my Blackberry and not pay additional charges for the same services.

Fortunately, the rep at the store told me this right up front and we spent the rest of the time minimizing that increase to just a few dollars more.

Re: Love T-Mobile too, but--

[matthew]

See, I'm happy if they are up-front. That's business. Of course since I'm bringing my totally unlocked phones to them I expect a simple phone/data service. I don't want to play stupid games.