Thursday, March 31, 2005

The Letter

Below is a copy of my letter to AT&T/Cingular. I will let you know how things have turned out.

to kmvr: I resisted the urge to have a cell phone for a number of years, but in my current occupation communication and my availability at all times are invaluable. Without further adieu here is the straight text copy:

AT&T Wireless
68055 Anaheim Hills
Anaheim, CA 92817

March 30, 2005
To Whom it May Concern;

I have been a loyal customer with AT&T Wireless for over 3 years. I am satisfied with my rate plan, my phone, and the excellent customer service I have received during this time period. Unfortunately my current Nokia phone needs to be replaced.. After researching suitable replacements that would meet my needs I found that the Motorola V551 would be the best fit. The reviews were outstanding and the features superlative. Unfortunately AT&T/Cingular wishes to charge me $169.99 for this phone. If I were to buy it at a shopping mall kiosk or online I could get the phone for less than $50, and in some cases entirely free. It is unacceptable that a loyal customer should pay more for a phone through a service provider.

Secondly, in shopping for rate plans I have found that to keep my 1,100 anytime minutes per month my monthly cost will increase by $10 or an additional 20%. This too, is unacceptable. A 20% rate increase is quite substantial. I am contemplating leaving the Cingular/AT&T network entirely because of a rate plan and it’s inherent increase due solely to a corporate restructuring.

The Customer Service Representatives that I spoke to were helpless and unable to explain why my usage minutes remain the same yet my rate increases. They were unable to or not allowed to find a creative solution to my issues. In addition the supervisor that I spoke to didn’t seem to care at all about my situation. This was never the case with AT&T Wireless representatives. I never completed a service/issue call without a feeling of resolution when I was with AT&T Wireless.

I find it appalling that the big market companies reward the new customer with heavy discounts, free phones, accessories and other items.. Yet those same companies will not reward a loyal customer base. They would rather lose subscribers knowing that yearly others will shop for new service with whichever company offers the best free phone, accessories and rate plan to them. When companies base their policies upon customers who have loyalty, those companies risk losing their long term subscriber base.

Thank you for your attention to this matter. Should you have questions please feel free to contact me by any means necessary.

1 comment:

kmvr said...

Very good letter, I'm looking forward to seeing the reply!