On Thursday, 17 June 2010, after not being able to watch the Mexico - France game via the $9.99 subscription I had just purchased through MobiTV, an iPhone app that allows one to stream live TV to their device, I finally decided I'd had it with AT&T's faulty network, and I filed a complaint against AT&T with both the FCC and the BBB.
To date, the only communication I've received from either the FCC or the BBB directly is a snailmail letter and an email, respectively, each acknowledging my complaint and providing me with a reference number.
I received my first voicemail from Debbie O'Brien, Client Service Specialist at the Office of the President, on June 23rd, but somehow I have no recollection of listening to it or even receiving it. Luckily she called me back on Friday, June 25th. I couldn't answer her call because I work in downtown San Francisco, where AT&T's coverage borderlines on useless, so I called her back from a landline. She asked me what the problem was, and I explained to her exactly what I had outlined in the complaints I had filed. She politely threatened to transfer me to a device specialist to rule out any probability that it was my iPhone 3GS. I nipped that in the bud, as I've done this several times - basically every time I call AT&T and tell them how much their network sucks and I can't get reception.
Then she asked me what I want.
I told her I want a reduction in my data plan. My big hang up is that I'm paying $30 for "unlimited" data that I can't access when I want to. Which makes it very limited. She said she's take my complaint to "the table" and call me back.
Sure enough, Debbie called me a few hours later with an offer of $75. Her rationale was that there are 15 months left on my contract, so they can either take $75 off my next bill, or they can prorate it over the 15 months. Seventy-five divided by fifteen. They want to take $5 off my bill each month and call that a fair deal. If you're an iPhone user, you should know that you can get the exact same deal without ever even talking to AT&T, because right now you can reduce your package from "Unlimited" to Max 2GB/ month and they'll knock $5 off your bill if you do. While an average iPhone user consumes about 400MB/ month, I have used 14.2GB since the beginning of September when I purchased the 3GS, which averages to about 1.42GB/ month. Reviewing my data statements, I have NEVER gone over 2GB/ month, so this "offer" they are presenting to me is anything but.
I wrote to Ms. O'Brien (had to email because my phone doesn't get enough service to keep a call a few minutes without dropping it), saying pretty much what I just explained above, only with much stronger verbs and adjectives. Her response back was that what they can give me is this: If I agree to take the $25/mo for 2GB deal, they'll take an additional $5/ mo off my bill. So essentially I'd be saving $10/ mo from what I'm paying now. When I first started out, I wanted $15/ mo. That was my minimum. Half service? Half price! Right? So that's where that stands. I'm debating this issue until further notice.
Advice welcome.
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