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JYSY Posts: 7

Open Letter to AT&T Regarding the T68i to T226 “Upgrade”

Status:  Collecting
signatures by the bushel.

Last updated:  03/17/2004

 

Background:

(You
can also skip to the
letter.)

 

This is an open letter to AT&T Wireless, regarding the
way they have handled customer complaints about their T68i to T226 “upgrade”
offer.  The T68i is a Sony-Ericsson
phone that AT&T sold to its customers, which never quite worked right on
their network. 

 

Due to the large number of problems, AT&T and
Sony-Ericsson are sending the T68i users a free “upgrade” to a T226
telephone.  However, the T226 is missing
some very important features that T68i users depend on.style="mso-spacerun: yes"> 

 

AT&T has been inconsistent in their response to customer
inquiries about the “upgrade.”  Some
customers have received a better phone (the T616) for free, while others have
been told they’ll have to pay upwards of $100 and renew their contracts for two
years in order to get a T616.

 

I’ve written the list of grievances and the letter below to
ask AT&T to consider the needs of its T68i customers, and to offer up the
T616 with no strings attached as a consideration to those of us who have spent
the last year in cellular hell, fighting with dropped calls and poor
service.  I also hope to drive home the
point that their customer service has degraded over the last few years, with
hold times now exceeding 20 minutes.

 

If you are a T68i user who needs the advanced features of a
T616 (rather than a T226), please consider signing the letter below.style="mso-spacerun: yes">  Your suggestions are also welcome.style="mso-spacerun: yes">  I’m debating whether or not to send the list
of grievances with the letter, but I’ll put it here for your reference.

 

List of grievances:

 


AT&T
Wireless stores sold the Sony-Ericsson T68i phone to many AT&T
customers.
AT&T’s
network has never properly supported the Sony-Ericsson T68i.
Longstanding
AT&T customers using the T68i have been subject to terrible reception,
dropped calls, loss of contact information, and other inconveniences due
to these incompatibilities and/or design flaws.
AT&T’s
proposed solution involves replacing a high-end, business feature rich
phone with a low-end T226 phone.
The
T226 phone only works in North America, and does not support Infrared transfers,
Bluetooth accessories, and other features of the T68i.
AT&T
had the nerve to spin the exchange as an “upgrade,” insulting the
intelligence of its customers.


 

AT&T customer service has not reacted in a professional
and uniform manner to inquiries; some users have received a better model phone
with no strings attached, while others have been forced to renew their
contracts and pay for an upgraded phone.

 
 

Click
here to sign.  Please include
your name, city, and state in the e-mail. * 


 

*Please note that I will not share your e-mail
address with anyone.

 

I’ll be sending a copy with everyone’s names, and I will
notify you when the final revision is ready to be sent.style="mso-spacerun: yes">  I would encourage all the signors to mail a
copy via postal mail, in addition to the copy I’ll be sending.
 
Thanks,
 
Ken Winstrand
 





[ This Message was edited by: JYSY on 2004-03-18 09:49 ]
--
Posted: 2004-03-18 10:37:57
Edit : Quote

Vlammetje Posts: > 500

I think you got it backwards.

AT&T is offering this phone because it supports 850 mhz band, which is what AT&T is using more and more. You will most likely find coverage on the phone much better than on the T68i.


Other than that AT&T do not owe you anything. You purchased a phone you wanted a while ago on one of their plans.

So 1900 mhz coverage isn't all that great in parts of North America. Something you'll have to deal with when having a 1900 mhz phone.


Now AT&T is giving you a free phone that supports a network with better coverage. It's not as if you are being forced to return your old phone. You're the customer. You can choose which phone to use. The one with function or the one with best coverage.

AT&T have invested a large sum mon money into this project, of giving everybody the opportunity to test the increase in coverage on the new network.

What more do you want from them?


Be content with a free extra phone.

And if you want functions, do like every other customer around the world...... buy a new phone with the specs you want
--
Posted: 2004-03-18 10:54:03
Edit : Quote

JYSY Posts: 7

this isn't for me, it's for the author of the letter. I already had a N3650, and i now have my P900,

but in hawaii, the clear coverage of AT&T is fine, and i'm happy that they would even give a T226, but

some people got the T616, and if all you have to do is sign and there's chance to get a free T616, you

could sell it for cash on ebay or something.... living, in hawaii, we don't have to worry about bands,

we only have 1900mhz. I just hope cingulair takes over soon so that i can get roll over minutes.... then

again the call quality might go down. my dad is now using the T68i and if all you have to do is sign,

what have you got to lose?
--
Posted: 2004-03-18 12:55:14
Edit : Quote

kwinstrand Posts: 1

To answer the question above, the reason a lot of U.S. users are miffed at AT&T is that when we bought our T68i's many of us complained about poor reception when we bought the T68i (which was a $150 phone, at the time). AT&T's response was "Wait a few months, we're expanding the network."

"No problem," I thought, "if you're going to be on the cutting edge, you've gotta bleed a little."

Almost a year later, we find out that AT&T abandoned their plans to develop that network, and has switched to the US frequencies, even though they knew how many people would be left high-and-dry when they did. They abandoned us.

They sold us a feature-rich phone that never worked right. I think it's great that they want to make ammends for the terrible service we've had since we got our T68i's. Offering a T226 isn't going to make ammends because most of us bought the T68i for Bluetooth, and the T226 doesn't have it. Many others bought the T68i for international roaming or other features that are absent from the T226.

AT&T customers who have had problems with their T68i's can sign the letter here:

http://attletter.winstrands.com

Those who haven't had problems with their T68i or are happy with the featureset of the T226 probably aren't reading this thread. The rest of us need the features we paid for.

Ken
--
Posted: 2004-03-19 00:20:32
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