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Posted May 21, 2012
5:57:17 PM
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 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.
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Jun 1, 2012 5:16:28 PM
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Here is the link to the page to STOP AT&t from using CPNI from your account: https://www.att.com/ecpnioptout/InitiateCPNIForm.action It's really wrong that this link is not being left up by the admin.
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AT&T, privacy, and business ethics

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Jul 9, 2012 10:56:32 AM
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Foltrain wrote:

The email opt out is not working.  And I refuse to wait in a long hold line on the phone to accomplish this.  I demand that you opt me out of the information sharing immediately. 

 

I am offended by how difficult ATT makes this process.  Why not just start out by NOT SHARING my information.  Let people opt in instead.

 

On top of that, I have to register and accept terms of use just to post and get your assistance.  Absurd. 


What happens when you try to access the website? Do you get an error?

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Foltrain wrote:

The email opt out is not working.  And I refuse to wait in a long hold line on the phone to accomplish this.  I demand that you opt me out of the information sharing immediately. 

 

I am offended by how difficult ATT makes this process.  Why not just start out by NOT SHARING my information.  Let people opt in instead.

 

On top of that, I have to register and accept terms of use just to post and get your assistance.  Absurd. 


What happens when you try to access the website? Do you get an error?

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Jul 10, 2012 12:43:32 PM
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Nefarious business practices, without question. I got the email, clicked on the link to opt out, and then was told I needed an account number, which was supposedly in the email. It wasn't in the email - only the last four numbers were. So I log into my ATT account, get the number, go back to the form, enter all the numbers and my zip code and get this: 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. I've now already wasted 7 minutes of my life. I call a representative and am greeted with endless menus with the "Push 1 for, push 2 for," which every consumer in the nation hates to deal with, especially as we know we're all getting routed to the same place. When I finally reach a representative, she says she has to put me on hold, where I wait for 4 minutes. It took 8 minutes of holding and pushing number buttons to even reach her in the first place. Finally, after 12 total minutes, she comes back and says I've been opted out. Total life wasted: Around 19 minutes. What a racket. First, make people opt out rather than needing to opt in to get their privacy invaded, then make it so difficult to opt out that most people will give up. And waste your customers' time.
Nefarious business practices, without question. I got the email, clicked on the link to opt out, and then was told I needed an account number, which was supposedly in the email. It wasn't in the email - only the last four numbers were. So I log into my ATT account, get the number, go back to the form, enter all the numbers and my zip code and get this: 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. I've now already wasted 7 minutes of my life. I call a representative and am greeted with endless menus with the "Push 1 for, push 2 for," which every consumer in the nation hates to deal with, especially as we know we're all getting routed to the same place. When I finally reach a representative, she says she has to put me on hold, where I wait for 4 minutes. It took 8 minutes of holding and pushing number buttons to even reach her in the first place. Finally, after 12 total minutes, she comes back and says I've been opted out. Total life wasted: Around 19 minutes. What a racket. First, make people opt out rather than needing to opt in to get their privacy invaded, then make it so difficult to opt out that most people will give up. And waste your customers' time.

Re: AT&T, privacy, and business ethics

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Jul 10, 2012 5:42:49 PM
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Same xact thing happened to me!  Interesting coincidence.

Same xact thing happened to me!  Interesting coincidence.

Re: Business Ethics CPNI

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Jul 12, 2012 5:39:21 PM
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I'm trying to opt out of this, and the link doesn't work for me...and I've talked to 6 different people and none of them know what I'm referring to when I ask about trying to keep AT&T from using my CPNI.
I'm trying to opt out of this, and the link doesn't work for me...and I've talked to 6 different people and none of them know what I'm referring to when I ask about trying to keep AT&T from using my CPNI.

Re: AT&T, privacy, and business ethics

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Jul 14, 2012 9:52:18 AM
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The exact same thing happened to me. The direct link provided in the email did not work. I just spent 15 minutes on the phone, most of it on hold, attempting to opt out of future attempts to monetize my private information. The representative knew nothing about the email.

 

I am not a commodity to be passed around within the ATT family of companies, for "marketing" purposes or otherwise.

The exact same thing happened to me. The direct link provided in the email did not work. I just spent 15 minutes on the phone, most of it on hold, attempting to opt out of future attempts to monetize my private information. The representative knew nothing about the email.

 

I am not a commodity to be passed around within the ATT family of companies, for "marketing" purposes or otherwise.

Re: AT&T, privacy, and business ethics

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Jul 14, 2012 7:25:55 PM
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All telecommunication companies do this. Whether you opt in or out, your information is not being passed around.
All telecommunication companies do this. Whether you opt in or out, your information is not being passed around.
*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.

Re: AT&T, privacy, and business ethics

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Jul 14, 2012 7:54:36 PM
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This is simply not OK.

 

From the email:

 

"AT&T companies that provide telecommunications and interconnected Voice over Internet Protocol (VoIP) service (which permits VoIP customers to both send and receive calls to/from customers with traditional telephone/telecommunications service) would like to share your customer proprietary network information within the AT&T family of companies for our own marketing purposes, including using that information to offer you additional products and services."

My "customer proprietary netowork information" should not be traded or shared amongst any business entities, within or without the AT&T "family", for marketing purposes or to offer me additional products and services.

 

I pay AT&T enough money monthly that it's infuriating to have them inform me that without my intervention, I'll be subject to unsolicted sales & marketing attempts.

 

I want more signal and less noise from my communications provider. Whether or not all telecommunications companies do this is not the issue. The issue is that AT&T did and does. How is the fact that this is a problem an anathema to AT&T's customer service?

This is simply not OK.

 

From the email:

 

"AT&T companies that provide telecommunications and interconnected Voice over Internet Protocol (VoIP) service (which permits VoIP customers to both send and receive calls to/from customers with traditional telephone/telecommunications service) would like to share your customer proprietary network information within the AT&T family of companies for our own marketing purposes, including using that information to offer you additional products and services."

My "customer proprietary netowork information" should not be traded or shared amongst any business entities, within or without the AT&T "family", for marketing purposes or to offer me additional products and services.

 

I pay AT&T enough money monthly that it's infuriating to have them inform me that without my intervention, I'll be subject to unsolicted sales & marketing attempts.

 

I want more signal and less noise from my communications provider. Whether or not all telecommunications companies do this is not the issue. The issue is that AT&T did and does. How is the fact that this is a problem an anathema to AT&T's customer service?

Re: AT&T, privacy, and business ethics

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Jul 15, 2012 5:33:57 PM
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They don't share your information. If you decide not to opt in but have not been able to opt out though the link/email, there is a privacy statement that has to be read before anything can be offered to you. The whole purpose is to present other ATT products to you, NOT share your information.

 

I give up. Call customer service and have them read word-for-word what it means and what to expect. Here a link to more comprehensive info on what CPNI means.  CPNI

They don't share your information. If you decide not to opt in but have not been able to opt out though the link/email, there is a privacy statement that has to be read before anything can be offered to you. The whole purpose is to present other ATT products to you, NOT share your information.

 

I give up. Call customer service and have them read word-for-word what it means and what to expect. Here a link to more comprehensive info on what CPNI means.  CPNI

*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.

Re: AT&T, privacy, and business ethics

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Jul 16, 2012 4:07:16 AM
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I agree that this has been a very frustrating endeavor, but as of today, the online form to opt out of sharing CPNI works (at least it did for me). Type in your customer ID (not your phone number), complete the rest of the form, and submit. Your account number can be found on your bill or on the top left side of your paperless statement. I hope this helps my fellow AT&T users.

I agree that this has been a very frustrating endeavor, but as of today, the online form to opt out of sharing CPNI works (at least it did for me). Type in your customer ID (not your phone number), complete the rest of the form, and submit. Your account number can be found on your bill or on the top left side of your paperless statement. I hope this helps my fellow AT&T users.

Re: AT&T, privacy, and business ethics

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Jul 17, 2012 4:38:12 PM
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I am have the same problem everyone else is! Shame on you AT&T!!! Threatening to share my information unless I opt-out of this program, and then making it impossible to opt-out!!! I have tried online. I have called both numbers listed in the email. You owe your customers better than this. I have given this company thousands of dollars over the years for service that is faulty at best ("But, sir, my map shows that your home has excellent coverage"). Fix this and fix it now!

I am have the same problem everyone else is! Shame on you AT&T!!! Threatening to share my information unless I opt-out of this program, and then making it impossible to opt-out!!! I have tried online. I have called both numbers listed in the email. You owe your customers better than this. I have given this company thousands of dollars over the years for service that is faulty at best ("But, sir, my map shows that your home has excellent coverage"). Fix this and fix it now!

Re: AT&T, privacy, and business ethics

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Jul 17, 2012 6:13:24 PM
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So how the heck do we "opt out"?

So how the heck do we "opt out"?

CPNI

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Jul 17, 2012 6:22:27 PM
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Edited by ShaunMN on Jul 17, 2012 at 7:06:22 PM

The problem, Mr. AT&T employee, is that it isn't always easy to tell if something is a legitimate email. Therefore, just randomly "opting out" or responding to this type of "spam email" can get people into trouble if this isn't AT&T. I say, by default, leave people out unless they want to "opt in". [Per Guidelines:  Keep it Relevant and Appropriate].

The problem, Mr. AT&T employee, is that it isn't always easy to tell if something is a legitimate email. Therefore, just randomly "opting out" or responding to this type of "spam email" can get people into trouble if this isn't AT&T. I say, by default, leave people out unless they want to "opt in". [Per Guidelines:  Keep it Relevant and Appropriate].

Re: AT&T, privacy, and business ethics

[ Edited ]
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Jul 18, 2012 6:35:19 AM
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tvstimmyg wrote:

I am have the same problem everyone else is! Shame on you AT&T!!! Threatening to share my information unless I opt-out of this program, and then making it impossible to opt-out!!! I have tried online. I have called both numbers listed in the email. You owe your customers better than this. I have given this company thousands of dollars over the years for service that is faulty at best ("But, sir, my map shows that your home has excellent coverage"). Fix this and fix it now!


Do you get an error when you try the website? Can you tell me what happens? It seems to be working just fine. 

 

What happened when you called?

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

tvstimmyg wrote:

I am have the same problem everyone else is! Shame on you AT&T!!! Threatening to share my information unless I opt-out of this program, and then making it impossible to opt-out!!! I have tried online. I have called both numbers listed in the email. You owe your customers better than this. I have given this company thousands of dollars over the years for service that is faulty at best ("But, sir, my map shows that your home has excellent coverage"). Fix this and fix it now!


Do you get an error when you try the website? Can you tell me what happens? It seems to be working just fine. 

 

What happened when you called?

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Jul 18, 2012 6:36:51 AM
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Former Community Manager

dcsqueen wrote:

So how the heck do we "opt out"?


Instructions are included in the email (either use the online form or call in) as well as discussed in this thread. 

 

You can also search on www.att.com for CPNI, the first result is the opt out form. 

 

I've linked it here for you: https://www.att.com/ecpnioptout/InitiateCPNIForm.action

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

dcsqueen wrote:

So how the heck do we "opt out"?


Instructions are included in the email (either use the online form or call in) as well as discussed in this thread. 

 

You can also search on www.att.com for CPNI, the first result is the opt out form. 

 

I've linked it here for you: https://www.att.com/ecpnioptout/InitiateCPNIForm.action

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: CPNI

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Jul 18, 2012 1:51:36 PM
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I just did it an it worked fine.  I used the Account Number on my bill instead of my cell phone number.  Had no issues.  I actually did try it with my cell phone # first the way I log in to pay my bill and I received an error that way.

 

I suggest that everyone try it with their account number if they have not tried it already.

 

Twbips

I just did it an it worked fine.  I used the Account Number on my bill instead of my cell phone number.  Had no issues.  I actually did try it with my cell phone # first the way I log in to pay my bill and I received an error that way.

 

I suggest that everyone try it with their account number if they have not tried it already.

 

Twbips

Re: CPNI

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Jul 19, 2012 3:21:09 PM
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Employee

 

The problem, Mr. AT&T employee, is that it isn't always easy to tell if something is a legitimate email. Therefore, just randomly "opting out" or responding to this type of "spam email" can get people into trouble if this isn't AT&T. I say, by default, leave people out unless they want to "opt in". [Per Guidelines:  Keep it Relevant and Appropriate].

 

If you don't opt in, your preference is "Undecided", which requires for a rep to read a privacy statement, you can opt out during that particular interaction. If you want this changed, you can call customer support. They can change it for you. But even if you opt out, you may still be read the disclaimer when you call giving you chance to opt in for that specific interaction. Something so common and simple is creating an unnecessary outrage. It's not that big of a deal.


 

The problem, Mr. AT&T employee, is that it isn't always easy to tell if something is a legitimate email. Therefore, just randomly "opting out" or responding to this type of "spam email" can get people into trouble if this isn't AT&T. I say, by default, leave people out unless they want to "opt in". [Per Guidelines:  Keep it Relevant and Appropriate].

 

If you don't opt in, your preference is "Undecided", which requires for a rep to read a privacy statement, you can opt out during that particular interaction. If you want this changed, you can call customer support. They can change it for you. But even if you opt out, you may still be read the disclaimer when you call giving you chance to opt in for that specific interaction. Something so common and simple is creating an unnecessary outrage. It's not that big of a deal.

*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.

Re: AT&T, privacy, and business ethics

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Jul 21, 2012 6:03:38 PM
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I clicked on your link that goes directly to the form to fill out. When I clicked to submit it, I got an error message saying that "We're having trouble processing your CPNI request. So I called the number listed. None of the options were for Colorado. So I called the number for 'other states.' Still no results. WHAT THE HECK IS THE POINT OF ALL THIS CRAP? HOW DO I SIMPLY OPT OUT FOREVER ON THIS SORT OF THING? AND, AS OTHERS HAVE SAID, WHY IS IT SO HARD TO OPT OUT?

I clicked on your link that goes directly to the form to fill out. When I clicked to submit it, I got an error message saying that "We're having trouble processing your CPNI request. So I called the number listed. None of the options were for Colorado. So I called the number for 'other states.' Still no results. WHAT THE HECK IS THE POINT OF ALL THIS CRAP? HOW DO I SIMPLY OPT OUT FOREVER ON THIS SORT OF THING? AND, AS OTHERS HAVE SAID, WHY IS IT SO HARD TO OPT OUT?

Re: CPNI

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Jul 22, 2012 8:28:38 AM
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I have been in the customer service business in some form or another since my first job at 16 and by God I have had it with this level of service.  I simply can't abide any supposedly reputable company providing service and information with such little apparent concern for the convenience or frustration of the customer.  ATT ranks in the top 5 worst customer service companies I have dealt with in my 41 years of life.  Due to ATT's monopoly of land line service,  I have been forced to deal with incessant calls to return to ATT Long Distance Service that I received several years ago, the current weekly junk mail to bundle my internet, cell and phone that look enough like official correspondence that you feel obligated to open only to throw away in disgust, the endless circles of automated phone menus, to the CSR's who are, with few excpeptions, uninformed, uncaring, unthinking, and unyielding.   Why oh why does it seem so often to be company/industry policy to create tasks(burdens) for your customers and then make those tasks unexecutable?

 

FYI:  The link att.com/ecpnioptout provided on my mailed notice was, up to a few minutes ago showing the message that the site had been moved or shutdown with no alternate link.  It now appears to be linked to the same site provided earlier in this thread.  However, after following that link, I received the same message that others have received:

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.

 

I have been in the customer service business in some form or another since my first job at 16 and by God I have had it with this level of service.  I simply can't abide any supposedly reputable company providing service and information with such little apparent concern for the convenience or frustration of the customer.  ATT ranks in the top 5 worst customer service companies I have dealt with in my 41 years of life.  Due to ATT's monopoly of land line service,  I have been forced to deal with incessant calls to return to ATT Long Distance Service that I received several years ago, the current weekly junk mail to bundle my internet, cell and phone that look enough like official correspondence that you feel obligated to open only to throw away in disgust, the endless circles of automated phone menus, to the CSR's who are, with few excpeptions, uninformed, uncaring, unthinking, and unyielding.   Why oh why does it seem so often to be company/industry policy to create tasks(burdens) for your customers and then make those tasks unexecutable?

 

FYI:  The link att.com/ecpnioptout provided on my mailed notice was, up to a few minutes ago showing the message that the site had been moved or shutdown with no alternate link.  It now appears to be linked to the same site provided earlier in this thread.  However, after following that link, I received the same message that others have received:

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.

 

Re: AT&T, privacy, and business ethics

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Jul 22, 2012 6:41:38 PM
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Sounds like AT&T is promoting telemarketing. No wonder they don't consider repeated calling harrasment.

Sounds like AT&T is promoting telemarketing. No wonder they don't consider repeated calling harrasment.

Re: AT&T, privacy, and business ethics

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Jul 25, 2012 1:50:09 PM
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Edited by d_h_b on Jul 25, 2012 at 1:52:01 PM

I just received this email today (and this post was started two months ago! Why am I JUST getting this now?)

I too was concerrned this was a phishing scam - the links gave you no clue as to whether they were legitimate or not.  I tried calling the number(s) listed and got the usual run-around that resulted in...nothing.  I thought: surely, this came to my email, so it SHOULD be in my messages on the ATT site.  Wrong again!   Finally found this forum (for which I had to create an entirely NEW account just to post  (can't use my regular ATT account and have the option of a different screen name???).   I did find a link through the recommended search function that FINALLY brought me to the opt-out form.  Really ATT?  I had to go to a search to find the link? 

Completely ridiculous.  This whole process took the better part of 20 minutes! 

Get your act together ATT!  Not liking this one bit.  All this on top of the fact that the service is kind of crap.  Still have over a year left on this contract, but I might just take the financial hit and get out early. 

I just received this email today (and this post was started two months ago! Why am I JUST getting this now?)

I too was concerrned this was a phishing scam - the links gave you no clue as to whether they were legitimate or not.  I tried calling the number(s) listed and got the usual run-around that resulted in...nothing.  I thought: surely, this came to my email, so it SHOULD be in my messages on the ATT site.  Wrong again!   Finally found this forum (for which I had to create an entirely NEW account just to post  (can't use my regular ATT account and have the option of a different screen name???).   I did find a link through the recommended search function that FINALLY brought me to the opt-out form.  Really ATT?  I had to go to a search to find the link? 

Completely ridiculous.  This whole process took the better part of 20 minutes! 

Get your act together ATT!  Not liking this one bit.  All this on top of the fact that the service is kind of crap.  Still have over a year left on this contract, but I might just take the financial hit and get out early. 

Re: AT&T, privacy, and business ethics

[ Edited ]
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Jul 25, 2012 2:10:12 PM
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Former Community Manager

I'm sorry you had such a difficult time going through this process. 

 

Did the link in the email you received not work properly?

 

Will you please tell me a little more about the experience you had when you called in?

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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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

I'm sorry you had such a difficult time going through this process. 

 

Did the link in the email you received not work properly?

 

Will you please tell me a little more about the experience you had when you called in?

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Jul 29, 2012 11:43:08 AM
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@jamileh I know you are in a difficult position having to defend/help out a sleazy policy decided by your employers.

Fact is, this opting-out-only policy is dishonest and very low.

Anything that isn't right, isn't right even if you provide an opt-out.

It should not be the customer's burden do protect his privacy from you.
@jamileh I know you are in a difficult position having to defend/help out a sleazy policy decided by your employers.

Fact is, this opting-out-only policy is dishonest and very low.

Anything that isn't right, isn't right even if you provide an opt-out.

It should not be the customer's burden do protect his privacy from you.

Re: AT&T, privacy, and business ethics

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Jul 31, 2012 6:47:27 AM
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And here we go again.  Typed in the following from the card received in the mail www.att.com/ecpnioptout and got the following message,

Page Not Found The page you're looking for has moved,
been replaced, or is currently unavailable
to view.

 

No alternate link provided and did not automatically forward to the new page.

 

I never received an email.  When I first tried to use the online page I got the message that my request could not be completed, to try again later, or call the automated phone number.  My account number is not on the mailer as is stated by both the web page and the phone service so I had to find it myself.  After getting it from my online account info page I found that there are more digits in the account number than allowed in either opt out system.

 

Basically, I am finding so many errors in att's opt out process that I get the impression that att would rather I didn't opt out.  My observation of many large corporations including att is that if the company doesn't want its customer's to be able to do something like opting out or requesting warranty concessions or anything that might cost the company a couple of bucks, the company will make the process so unbearably frustrating as to be undoable.  The percentage of customers willing to hold long enough, escalate issues, follow endless trees of menus, etc is not surprisingly quite small.  Few people have the time, the patience, or the debating prowess to navigate the maze of customer service land mines.

 

By my count this process is plagued by:

1) Email failure

2) Dead web page address

3) Failure of web page to accomplish it's own goal with no reason given as to why

4) Failure of automated phone system to accomplish it's own goal due to a lack of account number format information

5) Web page and mailed card provide contradicting information concerning location of account info

6) Att's failure to provide adequate information or template concerning account number format required

7) Att's overall failure to provide a functional method to opt out that requires a minimum of effort and time.  It is important to remember that the main complaint here is that Att is forcing their customers to do something out of the norm.  The customers are having to pay attention to and modify something that they normally would not have to.  They have all been frightened into deep concerns over protecting their personal information and so feel the need to do so but no one wants to be frustrated by a broken system.  Until someone at Att decides to look at this problem from a customer perpective frustration is inevitable.

And here we go again.  Typed in the following from the card received in the mail www.att.com/ecpnioptout and got the following message,

Page Not Found The page you're looking for has moved,
been replaced, or is currently unavailable
to view.

 

No alternate link provided and did not automatically forward to the new page.

 

I never received an email.  When I first tried to use the online page I got the message that my request could not be completed, to try again later, or call the automated phone number.  My account number is not on the mailer as is stated by both the web page and the phone service so I had to find it myself.  After getting it from my online account info page I found that there are more digits in the account number than allowed in either opt out system.

 

Basically, I am finding so many errors in att's opt out process that I get the impression that att would rather I didn't opt out.  My observation of many large corporations including att is that if the company doesn't want its customer's to be able to do something like opting out or requesting warranty concessions or anything that might cost the company a couple of bucks, the company will make the process so unbearably frustrating as to be undoable.  The percentage of customers willing to hold long enough, escalate issues, follow endless trees of menus, etc is not surprisingly quite small.  Few people have the time, the patience, or the debating prowess to navigate the maze of customer service land mines.

 

By my count this process is plagued by:

1) Email failure

2) Dead web page address

3) Failure of web page to accomplish it's own goal with no reason given as to why

4) Failure of automated phone system to accomplish it's own goal due to a lack of account number format information

5) Web page and mailed card provide contradicting information concerning location of account info

6) Att's failure to provide adequate information or template concerning account number format required

7) Att's overall failure to provide a functional method to opt out that requires a minimum of effort and time.  It is important to remember that the main complaint here is that Att is forcing their customers to do something out of the norm.  The customers are having to pay attention to and modify something that they normally would not have to.  They have all been frightened into deep concerns over protecting their personal information and so feel the need to do so but no one wants to be frustrated by a broken system.  Until someone at Att decides to look at this problem from a customer perpective frustration is inevitable.

Re: AT&T, privacy, and business ethics

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Jul 31, 2012 11:01:23 AM
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Former Community Manager

I'm sorry the website did not load for you. I just clicked on it and it loaded properly. 

 

The email would have been sent to your email address of record. If you did not received it, perhaps it went into a spam/junk folder? If you do not have an email address associated with your account, you would have received only the mailed letter as you indicated in your earlier post. 

 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? I will have a member of my team contact you directly to assist in opting out. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

 

 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

I'm sorry the website did not load for you. I just clicked on it and it loaded properly. 

 

The email would have been sent to your email address of record. If you did not received it, perhaps it went into a spam/junk folder? If you do not have an email address associated with your account, you would have received only the mailed letter as you indicated in your earlier post. 

 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? I will have a member of my team contact you directly to assist in opting out. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

 

 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Jul 31, 2012 3:26:19 PM
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Former Community Manager

Thank you for the private message with the information. I've responded with some additional information and a few questions. 

 

Please take a look when you have a moment. 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Thank you for the private message with the information. I've responded with some additional information and a few questions. 

 

Please take a look when you have a moment. 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Aug 1, 2012 6:11:09 AM
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This


LamarWashington wrote:
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.

This is bull.  It is so obvious and transparent that AT&T is purposely making it difficult for customer to opt out. Nefarious business practice. I am fed up, wasted 20 minutes, and nothing to show for it. Bye Bye AT&T.

This


LamarWashington wrote:
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.

This is bull.  It is so obvious and transparent that AT&T is purposely making it difficult for customer to opt out. Nefarious business practice. I am fed up, wasted 20 minutes, and nothing to show for it. Bye Bye AT&T.

Re: AT&T, privacy, and business ethics

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Aug 1, 2012 6:46:49 AM
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Former Community Manager

I'm sorry you had difficulty opting out. 

 

Did you try using the website or did you call in? What happened when you tried to opt out?

 

Please let me know how I can help. 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

I'm sorry you had difficulty opting out. 

 

Did you try using the website or did you call in? What happened when you tried to opt out?

 

Please let me know how I can help. 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Aug 1, 2012 10:12:45 AM
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Edited by Phil-101 on Aug 1, 2012 at 11:03:53 AM

In this day and age of identity theft and issues of internet security, I can't believe that I am beiong told that my information is going to be SHARED for MARKETING unless I put the effort forward to opt out.

 

That's sleazy and underhanded, and it makes me want to quit ATT.

 

I'd rather have recieved an email that said "We've updated our security measures to protect you from phishing."

 

Un.  Real.   

 

And if I wrote what I really think I would no doubt be edited and banned from this forum.  (there would be a lot of swearing ...)

 

**** *** ATT.

 

EDIT:  WHen signed in, as per normal to pay my bill, if you search "CPNI" you know what comes up?   THIS THREAD.

 

So you are WRONG Jamileh

 

[Please keep it courteous]

  

In this day and age of identity theft and issues of internet security, I can't believe that I am beiong told that my information is going to be SHARED for MARKETING unless I put the effort forward to opt out.

 

That's sleazy and underhanded, and it makes me want to quit ATT.

 

I'd rather have recieved an email that said "We've updated our security measures to protect you from phishing."

 

Un.  Real.   

 

And if I wrote what I really think I would no doubt be edited and banned from this forum.  (there would be a lot of swearing ...)

 

**** *** ATT.

 

EDIT:  WHen signed in, as per normal to pay my bill, if you search "CPNI" you know what comes up?   THIS THREAD.

 

So you are WRONG Jamileh

 

[Please keep it courteous]

  

Re: AT&T, privacy, and business ethics

[ Edited ]
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Aug 1, 2012 10:21:17 AM
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Former Community Manager

I'm sorry this issue has frustrated you so much.

 

When you are signed into the site, you're shown search results that include the AT&T forums so it's expected that this thread would appear. 

 

If you "View All Search Results" you will see the following:

 

 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

I'm sorry this issue has frustrated you so much.

 

When you are signed into the site, you're shown search results that include the AT&T forums so it's expected that this thread would appear. 

 

If you "View All Search Results" you will see the following:

 

 

--------------

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. If you have an account related issue, please send a private message to ATTCustomerCare.

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.

Re: AT&T, privacy, and business ethics

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Aug 3, 2012 2:52:26 PM
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When the link included in the 'opt out' email is clicked, it brings you to the AT&T homepage where you can buy new phones and service.  Not to an opt out option.  How did this mistake pass by your IT and web design teams? Please check all work before you sign off on it.

When the link included in the 'opt out' email is clicked, it brings you to the AT&T homepage where you can buy new phones and service.  Not to an opt out option.  How did this mistake pass by your IT and web design teams? Please check all work before you sign off on it.

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