iPhone: weak Wi-Fi leads to hefty bill.
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@BRRABill said:
The Swiss Cheese Theory.
A phrase taken from this article, which is one of the best articles I think I've ever read (it won a Pulitzer that year), and also one of the most heartbreaking as a parent.
http://www.washingtonpost.com/wp-dyn/content/article/2009/02/27/AR2009022701549_pf.html
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@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
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@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
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@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
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@scottalanmiller said:
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
When we get the first text (at nearing 75%) in our family we go into crazy mode.
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@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I would think that anyone who cared about their bill would be watching their usage after seeing that warning. Once again, not AT&T's fault. Everyone needs to stop being a victim and take some personal responsibility. For AT&T to send any notification at all is a courtesy to the customer. You know what your terms of service are. You know what the cost is if you go above the limit. That's not their problem. They offer the service and you pay them for what you use. That's where it ends. If you can't be bothered to pay attention and monitor your own use of the service that you alone are responsible to pay for, why is it their job to be your babysitter?
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The only ting would be if the kid ran it all up at once.
I mean, who of us hasn't given a device to a kid.
I have. I have.
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@BRRABill said:
The only ting would be if the kid ran it all up at once.
I mean, who of us hasn't given a device to a kid.
I have. I have.
Fine. But, if you hand a device to a kid, you just owned the responsibility for whatever they do with it. Of course there are limitations to that statement, but I'm sure you get what I mean.
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@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
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@art_of_shred said:
Fine. But, if you hand a device to a kid, you just owned the responsibility for whatever they do with it. Of course there are limitations to that statement, but I'm sure you get what I mean.
Have you ever been with a screaming kid in a restaurant?
I'll take the $2K bill.
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@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
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@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
Why isn't it? They are the service provider. They would come out the hero in this case. AT & T could have "saved" their customer from their kid and disabled data, rather than giving the customer a heart attack by way of a $2k bill.
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@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
Why isn't it? They are the service provider. They would come out the hero in this case. AT & T could have "saved" their customer from their kid and disabled data, rather than giving the customer a heart attack by way of a $2k bill.
I seriously doubt they'll want to stay with AT&T after paying $2k.
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@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
Why isn't it? They are the service provider. They would come out the hero in this case. AT & T could have "saved" their customer from their kid and disabled data, rather than giving the customer a heart attack by way of a $2k bill.
Them being a hero doesn't make it their job. In fact, it implies very much the opposite. A&T has zero responsibility here. They've gone out of their way already to verify that the customer doesn't care. Would it be "nice" to go even farther? Perhaps. But that goes against AT&T's business interest and, for all we know, the interest of their customers who decided that this wasn't a problem. Bottom line, AT&T is blameless here, no matter how much I dislike them.
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@quicky2g said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
Why isn't it? They are the service provider. They would come out the hero in this case. AT & T could have "saved" their customer from their kid and disabled data, rather than giving the customer a heart attack by way of a $2k bill.
I seriously doubt they'll want to stay with AT&T after paying $2k.
you'd think that, but they are already paying huge AT&T fees and getting crap service. Why would they switch over one extra large bill? If they cared, they'd not be on AT&T anyway. Not like TMobile doesn't work great in SF with unlimited data already.
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@scottalanmiller said:
@quicky2g said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
Why isn't it? They are the service provider. They would come out the hero in this case. AT & T could have "saved" their customer from their kid and disabled data, rather than giving the customer a heart attack by way of a $2k bill.
I seriously doubt they'll want to stay with AT&T after paying $2k.
you'd think that, but they are already paying huge AT&T fees and getting crap service. Why would they switch over one extra large bill? If they cared, they'd not be on AT&T anyway. Not like TMobile doesn't work great in SF with unlimited data already.
It's just a kick in the pants no matter what the reasoning. If I paid a carrier $2k in one month I wouldn't want to pay them anymore as long as there was a reasonable alternative. In most cities there is.
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@quicky2g said:
It's just a kick in the pants no matter what the reasoning. If I paid a carrier $2k in one month I wouldn't want to pay them anymore as long as there was a reasonable alternative. In most cities there is.
It's about the same annual kick in the pants that that family is paying to AT&T over the alternatives already. Hence why I say that.
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First thing I did on the eldest phone, switched off data. She doesn't need to use it the phone is not an entertainment device she has a tablet, the phone is to text and message on. Not watch YouTube all day because she forgot to charge her tablet up lol.
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@quicky2g said:
@scottalanmiller said:
@quicky2g said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@dafyre said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
@scottalanmiller said:
@IRJ said:
I believe everyone is at fault here, the son, the father, and AT&T. Everyone already mentioned why the father and son our at fault, but AT&T should have proactive monitors that send out redflags once a data bill hits a certain threshold. Especially if the family's typical phone bill is $150 and all the sudden is $2000. That should send a redflag somewhere and something should be done to ensure the customer really wants to accept the outrageous data charges.
But they did, right?
a single text message
how much hounding does one need. The message was sent and received and they didn't care. I don't see how AT&T has any more responsibility here. They have the status on the phone itself, they have an account status AND a courtesy, but unnecessary, text alert that they were being foolish. How many layers must AT&T do?
I would think an alert at every GB over the limit would be appreciated by customers.
I don't think that it would. Maybe some, but only some. And whether or not it would be appreciated doesn't in any way make AT&T at fault.
What I would like to see is companies give their customers the options of what to do when data runs out.
"You have met your data cap What would you like to do?"
- Continue using data (warning, you will be charged per GB of data you use!)
- Upgrade to next tier of data plan
- Disable data until your next billing cycle.
I get text messages from Verizon at 75, 80, and 95%, so that is kinda option 1. They actually offer the upgrade to next data tier option via text message, but not the option to disable my data.
But I can do all of that with my phone now, right? It would be a redundant service?
You say that like redundancy is a bad thing.
And sure -- you and I know how to go into our phones and turn off the data bits until we want them on. However, the average user may or may not know this. If the carrier can do it, why not let them do it for those who can't be bothered to do it, or don't know how to google for it?
Because it isn't their job to do it
Why isn't it? They are the service provider. They would come out the hero in this case. AT & T could have "saved" their customer from their kid and disabled data, rather than giving the customer a heart attack by way of a $2k bill.
I seriously doubt they'll want to stay with AT&T after paying $2k.
you'd think that, but they are already paying huge AT&T fees and getting crap service. Why would they switch over one extra large bill? If they cared, they'd not be on AT&T anyway. Not like TMobile doesn't work great in SF with unlimited data already.
It's just a kick in the pants no matter what the reasoning. If I paid a carrier $2k in one month I wouldn't want to pay them anymore as long as there was a reasonable alternative. In most cities there is.
I saw somewhere that AT & T is not going to make them pay the full $2k, IIRC.
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Piss poor customer services is why AT&T struggles and will continue to struggle. Customer service isn't just about correcting issues (which AT&T doesn't do anyway), it's about being proactive and understanding the needs of your customers. IMO there is no excuse for this. They should adjust the bill immediately as there are losing more than $2k in bad press. It's so easy for AT&T to implement a notification system.
