bbowen72 wrote:
My issue is that the policy makes no sense.
Why would they want anyone to ETF (which as they say loses that person as a customer) rather than unlock them. Forcing us to wait until a contract is over does nothing to benefit AT&T.
They are still getting my money locked or not until the contract runs out. If I ETF and pay the $115 fee, they lose $270 in monthly fees that I'd pay until my contract runs out plus they lose the $90 a month I'd pay as a continuing customer.
Who ever said corporate America policies make sense??
They probably decided to make the change at the last minute and didn't have all the processes - procedures prepared before hand. Why they announced without being ready and picked Easter Sunday for the cutover makes absolutely no sense.
Any reasonable business would have their web site updated for the change, press releases distributed, staff trained BEFORE the cutover. They would also have all the criteria built into the web based unlock request form to minimize the activity to the call center.
The time that will be wasted by AT&T staff explaining and explaining again the reasons a phone isn't going to be unlocked is going to bring the call center to its knees for the next few weeks. There goes the call center's measurements for the next few months: hold times, abandon rates, busy signals, call duration, employee morale, customer sat..
Gives you some insight at the incompetence of the management and their lack of planning.
