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Posted Dec 18, 2012
4:45:56 PM
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ATT, Take note of what other providers are doing...

How difficult would it be to do something like this, happening at Telstra?  Just pretend like you actually give a $hit about your customers...

 

http://crowdsupport.telstra.com.au/t5/Device-Updates/Handset-updates-14-December/td-p/107834

 

How difficult would it be to do something like this, happening at Telstra?  Just pretend like you actually give a $hit about your customers...

 

http://crowdsupport.telstra.com.au/t5/Device-Updates/Handset-updates-14-December/td-p/107834

 

ATT, Take note of what other providers are doing...

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Dec 19, 2012 6:32:02 AM
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Now that's what I call customer service! Every U.S. carrier needs to take a page out of Telstra's book.
Now that's what I call customer service! Every U.S. carrier needs to take a page out of Telstra's book.

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Dec 19, 2012 7:20:37 AM
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Customer service like that won't happen in the U.S., because our balkanized technologies.  We have only 4 real carriers, two using CDMA (Verizon and Sprint) and two using GSM (AT&T and T-Mobile).  They won't compete on price and it's often difficult to impossible to use one carrier's phone on another's.  In so many other countries, all the carriers use GSM and the handsets can be taken from carrier to carrier easily.  That creates additional competition that just is not possible here.

 

The U.S. "big 4" don't need to care, because for the most part, they simply swap their "disgruntled customers" for another carrier's "disgruntled customers".

Customer service like that won't happen in the U.S., because our balkanized technologies.  We have only 4 real carriers, two using CDMA (Verizon and Sprint) and two using GSM (AT&T and T-Mobile).  They won't compete on price and it's often difficult to impossible to use one carrier's phone on another's.  In so many other countries, all the carriers use GSM and the handsets can be taken from carrier to carrier easily.  That creates additional competition that just is not possible here.

 

The U.S. "big 4" don't need to care, because for the most part, they simply swap their "disgruntled customers" for another carrier's "disgruntled customers".

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Dec 19, 2012 7:45:51 PM
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Of course, you're absolutely correct.  Without getting too philosophical, the way we handle cell phone service in this country is absurdly messed up.  For the most part, though, it's our own fault.  We laud capitalism and growth, so large companies, like AT&T, can basically buy their way into a market if they choose, and then subsequently purchase their way towards the top, without ever having to really treat their customers well.  Yay America.

Of course, you're absolutely correct.  Without getting too philosophical, the way we handle cell phone service in this country is absurdly messed up.  For the most part, though, it's our own fault.  We laud capitalism and growth, so large companies, like AT&T, can basically buy their way into a market if they choose, and then subsequently purchase their way towards the top, without ever having to really treat their customers well.  Yay America.

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Dec 20, 2012 7:23:20 AM
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Yup, capitolism has its benefits. But this is one of many examples where its hurt the consumer much more than help.  Most other countries have much more unified cell phone networks.  In many other countries, all carriers use the same bands and network type (GSM), phones are not SIM locked and easily migrated to another carrier, and customers enjoy better network speeds at much lower prices.  The way the cell industry is run in the US hurts consumers and is anti-competitive.

Yup, capitolism has its benefits. But this is one of many examples where its hurt the consumer much more than help.  Most other countries have much more unified cell phone networks.  In many other countries, all carriers use the same bands and network type (GSM), phones are not SIM locked and easily migrated to another carrier, and customers enjoy better network speeds at much lower prices.  The way the cell industry is run in the US hurts consumers and is anti-competitive.

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Dec 21, 2012 6:29:01 AM
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bmgoodman wrote:

 

The U.S. "big 4" don't need to care, because for the most part, they simply swap their "disgruntled customers" for another carrier's "disgruntled customers".



Brilliantly stated. I opted to sign up with AT&T after spending 7 years at T-Mobile after becoming fed up with a data speed issue that affected my neighborhood for over a year. AT&T's service has been excellent, but their Android update practices are in need of a serious overhaul.


bmgoodman wrote:

 

The U.S. "big 4" don't need to care, because for the most part, they simply swap their "disgruntled customers" for another carrier's "disgruntled customers".



Brilliantly stated. I opted to sign up with AT&T after spending 7 years at T-Mobile after becoming fed up with a data speed issue that affected my neighborhood for over a year. AT&T's service has been excellent, but their Android update practices are in need of a serious overhaul.

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