AT & T buries customer rights in 2,500-page 'guidebook'

[n2doc]

AVID LAZARUS:
CONSUMER CONFIDENTIAL
AT & T buries customer rights in 2,500-page 'guidebook'
Judging from the phone company's voluminous new online customer manual, if you have a problem with your bill, too bad.
David Lazarus, Consumer Confidential
September 14, 2008

AT&T has sent customers an 8,000-word service agreement that, among other things, says people will be given 30-day notice of price increases only when "commercially reasonable" and that you can't sue the company.

Oh, and if you don't like AT&T's terms -- providing you can make your way through the company's 2,500-page "guidebook" -- your only recourse is to cancel service.

State regulators aren't happy about this and are looking into whether the AT&T service agreement violates the law and unfairly limits the rights of customers.

Meanwhile, the California Public Utilities Commission's Division of Ratepayer Advocates is preparing to protest an attempt by AT&T to remove numerous services from regulatory scrutiny before they're offered to customers.

The developments are contained in commission documents and e-mails that made their way to my hands.

Chris Witteman, a staff attorney for the PUC who also represents the Division of Ratepayer Advocates, confirmed that staffers recently reviewed AT&T's service agreement and that some believe regulatory action is needed to protect consumers.

"We want AT&T to be required to revisit and reformulate the agreement so it doesn't violate the law," he said.

more:
http://www.latimes.com/business/la-fi-lazarus14-2008sep14,0,7827478.column

[fasttense]

1. When you are a monopoly, you don't have to care about

your customers.

[AndyA]

2. I can't imagine why ANYONE would use AT&T these days.

There are other companies to do business with.

AT&T isn't cheap, they have LOUSY customer service, and they've demonstrated they will break the law and allow others to spy on you. And now, customers have no rights.

There just isn't ANY REASON to do business with AT&T.

[Gman]

4. I use AT&T because they're union

too many people here on DU don't even know that much less care. That in itself is a very sad commentary.

[Dont_Bogart_the_Pretzel]

7. One thing spiked AT&T users was the iPhone.

Lucky for me the cellphone service(all) around here sux, and I can't afford a fancy toy like that. Maby when I could afford one, iPhone will be on a different network.

[nc4bo]

3. Our cellphone company for years and years was Cingular...

We were so disappointed when AT&T gobbled them up.

Did anyone else vote in the latimes poll?:

How much regulatory oversight is needed for phone companies?

A. Lots. These guys are always nickel-and-diming us.
B. Things are fine as they are. Let regulators step in only when there are problems.
C. Not much. Phone companies have earned our trust.

A is leading by 95% w/949 responses.

[Whoa_Nelly]

5. link?

[nc4bo]

6. Sorry it's on the same page as the story

http://www.latimes.com/business/la-fi-lazarus14-2008sep14,0,7827478.column?vote42273288=1

[Hestia]

9. Cingular was a joint company with SBC & Bellsouth, SBC bought AT&T, kept

the AT&T name, SBC also bought Bellsouth, ergo Cingular changed to AT&T. (DH is AT&T)
Verizon is union also.

[apnu]

8. Fucking Ma Bell. I hate the telcos! (nt)

[Javaman]

10. Just dumped at&t...

I have been wanting to get rid of is ever since they supplied moron* with their records, but my wife liked the unlimited long distance. I waited, I planned, then I struck! LOL

T-mobile (the company we have our cells through), just launched an telephone over IP plan.

10 bucks a month, unlimited local and long distance.

boom! at&t gone!

works like a charm, check it out.

T-Mobile is also a blue company.

[lame54]

11. It's time to try Credo...

http://www.credomobile.com/