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Mentor
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3 Messages
AT&T, privacy, and business ethics
I just got this email from AT&T about my CPNI usage. Apparently they want to use my private info for marketing purposes. Here's what's wrong with that.
I'm already a customer, leave me alone. Stop advertising new services and products to your own customers it's an annoying waste that clutters the website, my inbox, and wastes time when calling customer service.
Second, they were going to take my private info anyway if I did not respond the long, confusing e-mail with unfamiliar abbreviations like CPNI. They are profiting from every instance of non-response. Most people don't have the time or don't care enough to contact AT&T and request not to have their privacy invaded.
The language used is deceptive: "By checking this box I am requesting that AT&T restrict the use of my CPNI." that's the quote. See, it seems like they are restricting you, because of the purposefully confusing language. In reality, they are being restricted. I wonder what they have to gain that they would phrase it in a backwards way like this, surely AT&T has no concern for clarity when communicating with customers.
Bad show guys. Most people aren't going to notice, the rest probably won't care, but I hope there are a few people who demand more from a company they pay thousands of dollars to annually.
I'm already a customer, leave me alone. Stop advertising new services and products to your own customers it's an annoying waste that clutters the website, my inbox, and wastes time when calling customer service.
Second, they were going to take my private info anyway if I did not respond the long, confusing e-mail with unfamiliar abbreviations like CPNI. They are profiting from every instance of non-response. Most people don't have the time or don't care enough to contact AT&T and request not to have their privacy invaded.
The language used is deceptive: "By checking this box I am requesting that AT&T restrict the use of my CPNI." that's the quote. See, it seems like they are restricting you, because of the purposefully confusing language. In reality, they are being restricted. I wonder what they have to gain that they would phrase it in a backwards way like this, surely AT&T has no concern for clarity when communicating with customers.
Bad show guys. Most people aren't going to notice, the rest probably won't care, but I hope there are a few people who demand more from a company they pay thousands of dollars to annually.
Responses
Accepted Solution
Official Solution
Tylerj22
Teacher
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4 Messages
9 years ago
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LamarWashington
Mentor
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3 Messages
9 years ago
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jamileh
Former Community Manager
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5.2K Messages
9 years ago
Thanks for your feedback about the email you received, I appreciate it. Though I'm sorry you were not happy with the email or process, I'm glad you took the time to let us know how you felt about the overall experience.
You can always adjust your marketing preferences on att.com by logging into your account and editing those preferences on your profile page. Here's an article with a bit more information.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
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dawiz25
Teacher
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1 Message
9 years ago
As a customer, I am appalled that you would share my information if I did not opt out. You should make it an opt-in so that you have to make a conscious choice to do so. Why must AT&T take advantage of users? Bad on you AT&T, it may not mean much to you but when my contract is up I will take my business elsewhere.
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JFizDaWiz
Professor
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2.4K Messages
9 years ago
0
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grapesfan
Teacher
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1 Message
9 years ago
I completely agree with Lamar. Your email says if I want AT&T to use my CPNI, I don't need to do anything. You are making me do something in order to protect my privacy?!?! My General Marketing preferences already say not to send me anything. Will I need to keep checking them after 33 days in order to find out if you have changed them? This is not what I consider good customer service. It doesn't sound as though you really believe that the "protection of our customers' privacy is of utmost importance."
Also, I am a careful internet user. I did not want to click on the link in your email, so I logged on to my account. Was there a link to respond to this CPNI request? No! And when I searched for "cpni" all I got was a link to this forum. Very poor.
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disgusted_in_sf
Teacher
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1 Message
9 years ago
Congrats AT&T, you set a new low for customer service. No, it doesn't matter that the info is only shared internally - the way you implemented this policy is transparently and comically sleezy. I'll be moving to another carrier soon.
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DrTaras
Tutor
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4 Messages
9 years ago
I do want to thank jamileh for posting a link on where to go to check your marketing options.
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VegasWilson
Tutor
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1 Message
9 years ago
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kittymama
Tutor
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1 Message
9 years ago
It looks like they got that fixed. I searched on the website for CPNI, and got a link to the page where you can opt out. However.....when I went to my profile, I had to opt out for all three phone numbers on my account. This is wrong, wrong, wrong! If I, as the owner of the account, do not want to be solicited, that should automatically apply to all the numbers on my account. I shouldn't have to jump through a bunch of hoops to make sure that my husband and mother in law don't receive calls and text messages!
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tickedoff1
Tutor
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2 Messages
9 years ago
Thanks Tyler for that link, it was the only way I found a place to opt out, which is ridiculous! I searched for CPNI and only got a link to this forum, they are hiding the opt-out page so people will get frustrated and not bother. Ridiculous that you have to opt-OUT rather than opt-IN!!!
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tickedoff1
Tutor
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2 Messages
9 years ago
Did anyone try calling the number in the email? I am in Oregon and you have to listen to a long message to find your state and press "1" to "9", and then at the end of the list, after Oregon wasn't even mentioned (don't think Washington was either), they give you another number to call!!!
AT&T ... if we have to go through this, you know where we live, give us the right number in the email!
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jamileh
Former Community Manager
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5.2K Messages
9 years ago
Thanks for posting this link. I've marked it as an accepted solution so it's easier for other people to find. 🙂
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
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0
jamileh
Former Community Manager
•
5.2K Messages
9 years ago
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
0
0
felixday
Contributor
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3 Messages
9 years ago
So, do I have to do this for each phone number?
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