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The Customer Is Always Right Until It Cost Too Much Money

Updated on February 13, 2012

It has finally happened ladies and gentlemen. Customer service has hit a new all-time low, and it was in the works for quite some time. The saying, "The Customer Is Always Right" has been traded in for a new slogan. The new saying will go "The customer is always right until it cost too much money". AT&T is the leader of this new way of thinking with their policies regarding their unlimited data plans. These plans were all the rage a few years ago when Apple gave AT&T the exclusive rights to their titan of smart phone technologies the iPhone. AT&T knew that to lure customers into contracts with these phones they would need to provide some kind of unlimited data usage plan as people would hesitate to buy such a phone for fear of the expense. Now these cell phone plans have been done away with because they turned out to be too costly to AT&T, and if that isn't enough of an insult AT&T has decided to target the remaining customers they have under contract with these plans. Apparently there is a loop hole in the contract that states AT&T only guarantees unlimited data usage of these plans, but if a customer is deemed to be over using their unlimited data plans AT&T can restrict the high speed access. This means that if a customer makes one too many downloads in a billing period they can punish that customer by slowing down their cell phone service which basically renders a smart phone useless.

This may not be a breach of contract on AT&T's part, but it most certainly is a deceptive business tactic. Customers signed contracts for these unlimited data plans, because the expense of a smart phone can run quite high. Now, that AT&T effectively has all these customers under their thumb they decided it's time to change the rules and not hold up their end of the deal. When customers complained of this policy the customer service representatives responded by saying if you are unhappy with the unlimited plan you can switch to a limited usage plan which will guarantee you the high speed access.

In a day and age where everyone is feeling the pinch of economic hardship, it is appalling that cellular companies have the audacity to strong arm people into paying more money for cell phone service. The natural response to AT&T's new policy should be too switch cell phone carriers, but due to the exclusiveness of the iPhone to AT&T, a new technology which should benefit all cell phone users, cannot be enjoyed. This marks a new age of poor customer service. Apparently customer satisfaction doesn't mean anything to big business; it is now all about the money. If we as consumers do not start exercising our buying power to its full affect companies such as AT&T will grow more and more arrogant till people are once again paying thousand dollar cell phone bills.


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    • sheilanewton profile image


      7 years ago from North Shields, UK

      Well of course! I never thought that policy stood up to the plate anyway. In a capitalist society like ours, the customer is just the poor sucker who buys the stuff!!

      Great hub, philly - keep em coming.

    • PHILLYDREAMER profile imageAUTHOR

      Jose Velasquez 

      7 years ago from Lodi, New Jersey

      I've spent years in the customer service field myself and I know your pain, but stories like this make see why customers act the way they do. Customer service has declined in many businesses, just think back to the days when sales clerks were knowledgeable about the products they sold. Now good old fashioned customer service has been replaced with high ressure sales tactics, and trickery.

    • badegg profile image

      Del Banks 

      7 years ago from Southern Blue Ridge Mountains

      The customer service credo you speak of does not only pertain to cell phone companies, but in all aspects of the retail sector as well. My job deals constantly in providing premier "stellar" customer service. If the customer isn't happy, they get their product for free, no questions asked. There are some customers that know this and actually strive to complain about everything to get anything for free.

      It is incredible what we have to deal with, and then to be treated like a second class citizen besides.

    • PHILLYDREAMER profile imageAUTHOR

      Jose Velasquez 

      7 years ago from Lodi, New Jersey

      There's a lot of this going around and it's happening because we as consumers are demanding less customer service by supporting these companies.

    • mphsglo profile image


      7 years ago

      This sounds like Comcast. Their prices constantly go up, but, service quality goes down. Just terrible. There are just too many cell phone services to let any one hassle us. I use Tracfone right now - no bill, no hassle.


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