Making a Difference

My Personal and Professional views

Posts Tagged ‘Mobile

Customer Disservice

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I have been an ATT customer for over 15 years maybe 20. When you think about the 4 mobile phones in the house and my regular overseas travel the numbers add up. I would say that lifetime billings from ATT have run roughly 75K or approximately 5k per month.

Recently I moved my phone number to my corporate ATT account and setup the old ATT account with my wife as the account owner.

Today, when attempting to unlock an IPhones for my son’s semester abroad ATT denied the unlock not on the basis that the phone was ineligible but because the account was less than 60 days old. I have spent the past 3.5 hours trying to get this restriction waved only to end up with a case being filed and a 72-hour response promise. Not a resolution promise but a response.

If I wish to pay to unlock a phone I already own ATT wants $225.00. Which means this entire mess, which has brought me to the point of leaving ATT and moving to Verizon or Sprint, is all about $225.00 after at least 75K of business.

In my business customer is King. Customer is especially King when he/she is suffering because of some ridiculous bureaucratic regulation that results in punishing long-time loyal customers.

ATT you owe me 3 things:

1. An Unlocked phone, quickly so my son is not stranded in Europe without the ability to communicate for a reasonable price.
2. An apology for taking up my precious Saturday afternoon.
3. A 350 dollar credit for my wasted time and believe me you are getting a rock bottom bargain.

PS – Whether I decide to stay with or leave ATT over this I will still send them the invoice for $350.00. It will cost them more Thant that in accounting confusion trying to figure out if they owe it or how to respond.

ATT it is time to give customer reps like Alexis and Blaine and Carol some authority to make decisions on behalf of your customers. Take a hint from Zappos and then maybe we will not focus so much on the price of data but enjoy the value of consistent quality customer service.


Written by Jim McNiel

August 22, 2015 at 8:13 pm

The Age of Context: Mobile, Sensors, Data and the Future of Privacy – Or how 5 Bucks can prepare you for the future

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I Just finished Robert Scoble and Shel Israel’s new book The Age of Context and for the first time ever I felt compelled to write a review on Amazon. I have done this for 2 reasons. The first is, I like Robert and I think he is one of the most tapped in techno geeks in the country. If you want to know the pulse of the valley and what’s happening or soon to happen in tech, Robert is a great resource. 2. as a marketer and entrepreneur i think that what Scoble and Israel are talking about is highly relevant to anyone looking to succeed in business going forward. 


Here is my brief Amazon review:


If you are looking to catch a glimpse of the future and learn how sensors, mobile devices and ubiquitous connectivity will affect your life then you should read Age of Context.
If you have ever enjoyed Heinlein, Clark, or Asimov then you should read Age of Context and appreciate that most of what Scoble and Israel reveal in this work is already happening and the rest most likely will.
If you are in the business of selling anything to anybody then you should read Age of Context because the people that do are going to leave you in the dust.
Simply put, this is a well written concise and timely essay and how technology is already changing our lives, for better or for worse. I applaud both authors for their insight and solid research and hope their epilogue become a reality, on all levels.

Written by Jim McNiel

May 21, 2014 at 5:23 pm

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