To: AT&T Costumer Relations    

From: <my name>, Angry Customer

Subject:   AT&T’s Terrible Service, Termination Fee

Date:  August 9, 2010

I am writing in regard to several issues concerning my service, or lack thereof, from AT&T Wireless.  I’ve been a customer since 1999.  Until recently I’ve received excellent service from AT&T.  All that goodwill built up over the years has been destroyed in the last year.

My nightmare began with the purchase of the LG-Vu.  The phone was okay at for a while then it went to complete garbage.  I was due an upgrade and it showed on my online account the date.  When I went in the store I was told no upgrade was possible until another six months.  I then complained about service and phone.  I was pretty much told by all who I talked to that I was out of luck.  I then inquired about purchasing a new phone at cost since I was so fed up with the trashy LG-Vu.  I was told I could but one store told me it was a $50 upgrade fee plus the full price of the phone.  I declined.  I went to another store and they generously offered to upgrade me to an equally trashy phone plus a $75 upgrade fee with full purchase price of phone.

I tried various stores, calls to customer service and the repair shop above on of the stores.  No luck.  Only when I decided to cancel and transfer my number to Verizon did I get any attention.  The customer service rep on the phone made a deal that sent me a new Samsung Blackjack for around $30.  I agreed to the deal thinking a new better phone would improve service.

Since receiving the new phone the only thing that improved was no more dropped calls.  Since the purchase the performance of the phone has steadily declined.  At first no text messages, sent and received, would go through.  I made several calls to customer service and each time they were able to resolve the issue temporarily.  Calling AT&T repeatedly is tiresome and frustrating plus time consuming.

Now the problem has reached an apex.  I occasionally get no calls and sometimes there are two day delays from someone leaving me a voicemail and me actually receiving it.  The text messaging problem still persists.  I spent a whole weekend in San Antonio and missed dozens of voicemails and text messages.  One rep told me it was because I was out of my home calling area.  AT&T’s commercials brag about nationwide coverage.  Either AT&T engages in false advertising or the rep doesn’t know what he is talking about.

After the San Antonio experience, I decided to cancel my service when I returned to Houston.  Again, not surprisingly, only after I make the call do I get any action.  The customer service rep offered to replace my SIM card.  Nice try but the change in cards didn’t work.  I’m still having the exact same problems.

I’m told I will be given a replacement phone now.  I’m going to accept the new phone but this is the last chance for AT&T.  I can no longer justify spending approximately $100 a month and not receive full service.

Which brings me to my last issue.  Customer service reps are unclear on the concept of a contract.  When I inquire about cancelation and not paying the termination fee due to lack of service, they all tell me I can’t do that. 

What AT&T and the customer service reps seem unclear about are the obligations of a contract.  I am obligated to pay under the terms of the contract.  AT&T is obligated to provide services in exchange for payment.  When I don’t pay AT&T cuts my service.  When AT&T doesn’t provide services I still have to pay full price.  In any other business, if terms of a contract aren’t met then the other party is under no further obligation.  I understand the reason for an early termination fee.  It keeps customers from arbitrarily cutting out on a contract and leaving a company holding the bag.  However when services are not rendered a customer should have the right to terminate the contract without penalty.

AT&T’s strong armed tactics fly in the face of free market capitalism and many concepts of free trade.  One way contracts that heavily favor AT&T are unfair and un-American.  Other practices such as exclusive deals with Apple on the iPhone products is another anti-free market tactic.  Unfortunately government agencies and regulators overlook these monopolistic practices.  Even worse is the customer is left to pay the price.

At this point, if the replacement phone doesn’t work, that will mark the third phone that gives me problems from two different brands.  Two is a coincidence but three is a problem.  Without hesitation I will cancel my contract with fee in necessary.  However paying the fee will be under protest and I’m sure no one will care that I make such a claim.