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.
GreenLight24
Contributor
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1 Message
12 years ago
I agree that restricting ATT CPNI is harder than it should be. I was able to get to the form quickly, but the form returned an error and asked me to call ATT support. That led to a 26 minute phone call to complete a task that should take 30 seconds. Either ATT deliberately makes this process difficult or they're support process needs improvement. I like to assume the best in people and companies, so I'd lean more toward their process needing improvement.
First of all, the web form should work, every time, for every customer with a valid account number and zip code.
Second, when a customer calls and says the acronym CPNI there should be an automatic response from the representative saying "Yes we have now restricted your CPNI, have a nice day."
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Uniblurb3
Master
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5.7K Messages
11 years ago
Know this is an older thread but since I just had Voice installed about 2 months ago I was also emailed the below flier yesterday about my privacy and sharing CPNI. Glad I did a double-take and noticed my info was going to be shared unless I opted out. What a backwards email, as the OP said, and you should be requested to opt in instead of out. Luckily I was able to enter my account number and billing zip code fairly easily in the link.
I find it ironic I can't get any help/att support to stop the massive amounts of spam coming into my AT&T Yahoo email yet they want to bombard me with more spam from the "AT&T family of companies"?? This is utterly ridiculous!!
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AT&T Voice Privacy, sharing my info, 2-4-2013.png
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wrd2255
Contributor
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2 Messages
10 years ago
Thanks for posting this. Unfortunately as of 4/15/14 it appears not to work, I get the message below repeatedly. I would prefer not to spend time on hold then get marketed, to opt out of something I shouldn't even need to. It makes me wonder if ATT crippled this page to route more people thru their phone marketing machine. Funny, almost everything else customer-facing these days is a web form, presumably to cut down on CS overhead.
We're Having Trouble Processing Your CPNI Request
You can still make your request by phone. Please call a representative at 1-800-288-2020.
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eraoul
Contributor
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1 Message
10 years ago
I just wasted 5 minutes dealing with your email, finding my account number, logging in, opting out, etc.
I pay you plenty. I just added features to my account, in fact.
Just leave us alone. ... start caring about treating your customers right.
[Inappropriate content removed]
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lenticular
Teacher
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11 Messages
10 years ago
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wingrider01
Expert
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12.2K Messages
10 years ago
It covers cell and Uverse/DSL also
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lenticular
Teacher
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11 Messages
10 years ago
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ugabrew
New Member
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1 Message
2 years ago
I had the exact same experience.... 8 freaking years later. They know what they are doing. I'm going to file a complaint with the FCC.
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sandblaster
ACE - Expert
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64.7K Messages
2 years ago
Closing this 10 year old thread.
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