November 19, 2004 4:20 PM PST
Problems for AT&T Wireless-Cingular union?
Since then, several AT&T Wireless subscribers say they've had problems accessing the carrier's online services, instead finding the message: "At this time we are asking customers to PLEASE be patient with us as we continue with the transitions of our merger," according to postings at an AT&T Wireless user forum. Some subscribers also complained in this and another AT&T Wireless forum of not being able to switch to Cingular Wireless and keep their old telephone number. On Friday, representatives for both carriers did not comment on the complaints but stressed that they believe overall the merger is going as smoothly as expected.
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You see, Cingular had limited coverage in Virginia and Triton had limited coverage in North Carolina (where I live). So, for some reason unknown to me, a deal was cut where Cingular would get the Virginia customer base of AT&T Wireless and Triton would get the North Carolina.
Yes, that?s right. SunCom - the brand name of Triton - will be the provider for thousands of AT&T Wireless customers in North Carolina - with no say from the customer.
It?s one thing for me to be moved to Cingular because of a merger. That?s understandable, acceptable and just part of how things work. But SunCom isn?t a part of Cingular; in fact, SunCom is competition.
Both websites have had issues in the last week, Cingular has had them for close to three weeks. Since I have accounts with both carriers, I can say it is doubly exasperating. Online services have been severely curtailed at Cingular. The convenience of viewing your current usage, including text and data, has disappeared. One can only view two past invoices, Sept & Oct, and the current one for Nov was never posted (wonder what all those folks who asked for paperless billing are thinking). Over at ATT, after receiving an email announcing that my paperless bill was available for viewing, eh...it wasn't...then it was...a day later.
So, the spectacular roll out, with all the bragging and such really amounts to nothing more than store make-overs and expensive mailing campaigns to put on a fresh face on the same old thing: poor customer service, with employees who are either not empowered to make decisions or are not trained. I always worry a bit when I walk into a tech store and I know more than the kid selling the stuff. And it can be worse on the phone. One day I get someone at ATT who talks down to me and literally argues with me why she can't provide me with a particular upgrade, and the next day I'm speaking with a polite knowlegeable, EMPOWERED gal who leaves me not only satisfied, but ready to remain a customer. Oh, yes. It would be valuable for your drones in middle management to pass on some wisdom about new customer generation and the retention of old customers and the costs related to both.
Consolidation does not necessarily mean better anything for the consumer. I don't want to know how much I can save by talking with 46 million other network customers. I only know a handful.
One positive thing that may come out of this for me and anyone else: Verizon, Spring and Nextel may stumble upon a spectacular opportunity to grab a bigger market share and perhaps offer me a better "plan".
I returned the phone after 5 days and attempted to get my old plan back. Wrong move. ATT plans are no longer available. My old phone is useless. I discontinued service with Cingular on 12/07/2004. My bill for 5 days of attempted service was $63.53. Further, I am told, my service did not end until 12/22/2004 because the company needed to verify the equipment was returned. Another bill is forthcoming.
A lesson to all. If you're currently on an ATT plan that works, DON'T SWITCH. Perhaps in 6 to 12 months Cingular (might) get the kinks worked out, until then, beware!
Oh by the way... The reason it took so long to verify the equipment return was because of the volume of such.