First, let me say I have been with AT&T since 2007 so that qualifies me to at least make a decent opinion of the company and its services. It is also my sincere hope that AT&T will provide its customers better options in the future.
For the first two years the service went pretty well. A few dropped calls from areas where the antennas were not properly aimed, but that is to be expected to some degree. The real problems began after upgrading to the Blackberry Curve. I went with the curve upgrade in 2010 mainly because the upgrade was cheap and I was doing some Blackberry development at the time. It really wasn't a bad phone, although I must admit, it was no IPhone. Well to make a long story short the phone quit working and was no longer under any warranties so I contacted AT&T to help me. Yeah I know they were under no obligation to help me but I figure they are sitting on a ton of refurb phones and they make their money off the services. I have been a customer since 2007 and have always made my payments on time. Surely they will help me get another refurb to get by with.
Well a year later I still have no phone but I am sitting on a contract I can't get out of. I ask you, is it worth it to them to keep losing customers? Apparently so. I think part of the problem is they are so large that the customer service people cannot make important descisions to keep the customers due to strict rules for employees. One thing I know is that as soon as this contract is up I am going to another provider and it will most likely be a long time before I come back.
They will offer me some great deal in December 2011 to upgrade my phone to try and keep me, but I am going to have to fight the desire for the phone and move on.