AT&T: Look How Great We Are!...Please Don't Leave Us

Ah AT&T, sometimes you make this too easy for us. In the latest development from the company that holds the exclusive rights to the iPhone, AT&T issued a letter to it's customers, thanking them for their loyalty, and detailing the capital investment the company is making into it's infrastructure. AT&T, the perennial whipping boy of the wireless community, has come under constant attack for it's shoddy network, dropped calls, and overall, poor level of service. With rumors of the iPhone exclusivity contract with the company running out, as well as the possible defection of Apple to the likes of Verizon and Sprint, AT&T has decided to take the offensive...well sort of.

In the letter to the customer base, the AT&T representative claims the company has spent between $18 and $19 billion on the wireless and wireline networks in 2010. The company also claims to have invested more than any of its competitors in the last three years in an effort to bring faster speeds, broader coverage and better service to the customer base. The only problem? It's because they had to! We get more complaints from consumers about terrible coverage on AT&T and how customers that switched to AT&T only did so because of the iPhone, and not because of the cellphone carrier. There isn't a day that goes by where we don't hear of someone complaining about the dropped calls on the network, or the fact that AT&T has such high cancellation fees that customers feel handcuffed by the company, and cannot get out of their existing contracts. Sure it's fine the company is focusing on investing in upgrading it's network, but one has to assume that it's competition is doing the exact same thing.

The good news in all of this? Well, it's the mantra that we preach all the time in this space, that companies are apparently listening. When times are tough and money is tight, customers demand quality service. For years when revenue and profit margins are growing for companies, it's easy for them to ignore customer complaints. Well not any more. It should be seen as a positive sign that the company is investing so much into it's network to keep customers happy, but there's no word on when those such upgrades will be felt.

To read more about the letter to the customer base, Follow the link.

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Posted by GetHuman on Thu, 9 Sep 2010 2:39pm