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CNN: AT&T Is Secretly Now Totally Awesome
As Long As You Ignore Every Major Satisfaction Study
by Karl Bode Wednesday 11-Jan-2012 tags: business · bandwidth · Op/Ed · Oddities · consumers
While AT&T certainly does offer quality service in some markets (something users in Boise often like to remind us), there's simply no debating that when it comes to service quality studies they've been a basement dweller for several years. It doesn't really matter if you're looking at surveys from the ACSI, JD Power and Associates or Consumer Reports -- there AT&T sits at the last place spot in terms of customer satisfaction.


It's a position they've earned, according to consumer advocates, because they've consistently put executive compensation and investor returns a little too high on the priority list (below you and, oh, running a working network).

That's why it's rather interesting to see CNN running a story claiming that AT&T's network is magically all better now -- it's just that nobody has noticed. CNN's basis for this claim? AT&T itself. They also make the claim based on "industry experts" (plural) -- by which they mean one firm giving one award largely unrelated to how well AT&T's network or support reps actually perform:

...the mediocre perception of AT&T's network quality lags behind the much-improved reality, according to wireless industry experts. Frost & Sullivan, an influential telecommunications industry analysis firm, awarded AT&T its 2011 strategy award for the North American mobile network market, praising the company for its dual-network improvement strategy.

If you don't follow the sector, Frost and Sullivan doles out an award to AT&T for something or other nearly every weekend, and in this case the award was simply for a migration strategy -- running HSPA+ alongside LTE. The award had absolutely nothing to do with customer satisfaction, network performance, or service and support. While it's possible that AT&T's network is improving in traditional AT&T trouble markets (New York City, San Francisco), the studies don't yet reflect any significant movement by AT&T -- making CNN's case that AT&T is secretly now really fantastic a little hard to make.

Yet CNN takes things one step further in an article that reads like an AT&T press release. Despite lagging Verizon in LTE deployment (200 markets for Verizon to just 26 for AT&T), CNN goes on to insist that AT&T is "better positioned for the long haul than any of its rivals." Ignoring for a moment that AT&T works very hard to ensure they don't have any rivals, we'd guess Verizon might have something to say about positioning, given they not only come in first place in all of the studies CNN ignored while giving AT&T a back rub, they also have a year head start on LTE deployment.

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Alex J

@apexcovantage.com

Westchester County Performance Atrocious

Still lose signal constantly while driving around in Westchester County. Not only one of the wealthiest counties in America, it's half-an-hour from NYC and I still have zero bars more often than not.

gballer

@reyrey.net

AT&T

Your world bought and delivered to us.

jhacker

join:2001-12-11
Peoria, IL

Gotta Love Press Releases

Notice that CNN never tells the reader where they get their information or press releases. Gotta love the liberal media.
jfmezei
Premium
join:2007-01-03
Pointe-Claire, QC
kudos:22
Reviews:
·ELECTRONICBOX

Re: Gotta Love Press Releases

CNN is not "liberal media" they are a ratings based entertainment network.

CNN is a whore who will sleep with both republican and democrats depending on how the wind blows. It is all about trying to get a feel for what the population wants to hear and then slanting the news to fit this.

They felt americans supported the illegal invasion of Irak, so they slanted their reporting to support and not contest the invasion.

When they smelled that americans didn't like how Bush responded to Kathrina, then they changed the tone of their entertainment to match what they feel most american felt.

A proper news network provides the population with news they need to hear, not news they want to hear.
Bandito

join:2003-01-23

Re: Gotta Love Press Releases

I can't wait to see all the additional AT&T commercials now on CNN #smh
nutcr0cker

join:2003-04-02
Chandler, AZ
kudos:2
what do you want them to do regurgitate how great George Bush was with his war on the American middle class alike your faux news and that the recession is only in your minds Gotta love the Reich wingnuts

jmn1207
Premium
join:2000-07-19
Ashburn, VA

Re: Gotta Love Press Releases

Well, if CNN is ratings-based, then yeah. FOX's entertainment news channel is clobbering the rest of the entertainment news channels when it comes to ratings.

coldmoon
Premium
join:2002-02-04
Broadway, NC
Reviews:
·Windstream

Re: Gotta Love Press Releases

said by jmn1207:

Well, if CNN is ratings-based, then yeah. FOX's entertainment news channel is clobbering the rest of the entertainment news channels when it comes to ratings.

LOL - and The Jersey Shore is popular too - going to say they have something worthwhile to see as well?
--
Returnil - 21st Century body armor for your PC

jmn1207
Premium
join:2000-07-19
Ashburn, VA

Re: Gotta Love Press Releases

As well? I never suggested the cable news channels offered anything worthwhile. I'm not familiar with the show The Jersey Shore, but it is quite possible that it offers more worthwhile content than either FOX News or CNN.
ThreeGoobs

join:2011-12-04
I knew America's tv audience was going downhill when Jerry Springer was the number one show back in the 90's, and it's been an exponential decline. We have "spin" n politics to describe this activity, will I propose that we coin a new word for spin in the telecom industry - "twist". They are all famous for it. I used to work for a telecom company and saw how they would move their commission expenses from month to month from one company to another to fool wall street, I knew then never to invest in one, and this was before the famous world-com fiasco.

Van
Premium
join:2009-07-08
New Orleans, LA
said by jmn1207:

Well, if CNN is ratings-based, then yeah. FOX's entertainment news channel is clobbering the rest of the entertainment news channels when it comes to ratings.

Well, as Fox says daily...the stupidity in the country is at an all-time high.

We have people crying about the liberal media in just about every breath they have then telling others to stop crying about things that bother them.
rradina

join:2000-08-08
Chesterfield, MO

I believe they have improved but...

The signal in my house (St. Louis suburb) is now five bars vs. three. 3G coverage has expanded beyond just metro areas in my state (MO). 3G download speed is now 3Mbps or better in many areas where I run tests and sometimes nearly 6Mbps. I experience fewer dropped calls (A couple years ago, my daily commute had two GUARANTEED places where if I was on a call, it dropped. This no longer occurs.)

However, I don't know whether or not these incremental improvements match the competition and I fully agree that the award wasn't related to the quality of the network or customer service.

My take on this is AT&T was given an award for being in a better position for LTE migration than it's largest competitor, Verizon. From what I understand, CDMA<->LTE is trickier than GSM<->LTE. If correct, I believe the significance of the award is tempered. Did AT&T innovate to be in this position or were they lucky?

Furthermore, Verizon is having a devil of a time with operating LTE and CDMA. I have read that some believe this is what causes their periodic LTE outages because the hand-off between LTE and CDMA is tricky and fragile.

Disclosure: I've been a reasonably happy AT&T iPhone customer for 3+ years. During that time period, I joined AT&T for the iPhone 3G (when it was still exclusive). I currently own an iPhone 4. My plan costs ~$155/mo (all in) for two phones with tethering. Both phones use ~2-3GB/month data. I pay for way too many voice minutes as my rollover count is ~12,000.

delusion ftl

@comcast.net

Re: I believe they have improved but...

ATT has more than 40% of the marketshare in the St. Louis market. The next largest competitor is VZW with around 20% alongside the Dallas and sanfrancisco areas there is no other markets ATT dominates more.
WiWavelength

join:2011-11-16
Lawrence, KS

Re: I believe they have improved but...

said by delusion ftl :

ATT has more than 40% of the marketshare in the St. Louis market. The next largest competitor is VZW with around 20% alongside the Dallas and sanfrancisco areas there is no other markets ATT dominates more.

Do you have local market share figures (or solid estimates) that you can post? Unfortunately, wireless carriers work hard at keeping actual figures proprietary, as they fear that perception of low local market share influences reality.

AJ

delusion ftl

@comcast.net

Re: I believe they have improved but...

I have reasonably accurate markeshare numbers for many markets but not all. I don't want to post all of them but in your case the Kansas City market breaks down somewhat like this:

ATT ~18%
Verizon ~15%
Sprint ~22%
Tmobile ~26%
Cricket ~4%
Other (mvno's etc..) ~ 15%

Some points:
-Your market is one of only a handful that t-mobile has the largest marketshare.

-Also noteworthy for your area is Cricket's marketshare in their footprints normally trend closer to 10%. As an analyst, I would imagine your market will be one of the next ones for LTE. I'd have to recheck their spectrum holdings in the area but I think they've got 10+ mhz of unused.

-Not many markets have a smaller verizon share
nonamesleft

join:2011-11-07
Manitowoc, WI

ATT rethink impossible

Maybe if they would turn themselves in for breaking the law and confess to there crimes, maybe then att would be totally awesome.

woody7
Premium
join:2000-10-13
Torrance, CA

CNN

Is a joke..................................
--
BlooMe

dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
kudos:4

Re: CNN

said by woody7:

Is a joke..................................

And who's a bigger joke? i'll give you a clue: it trades under a single letter
--
Oh YES! let me drop everything i'm doing regardless of who it affects to deal with your petty little problem!

woody7
Premium
join:2000-10-13
Torrance, CA

Re: CNN

Clue me??
--
BlooMe

cableties
Premium
join:2005-01-27

Consider

that Time Warner has agreements with ATT (cable/voice deals) and owns CNN, then yes, ATT is Totally Awesome!
--
Splat
MyDogHsFleas
Premium
join:2007-08-15
Austin, TX
kudos:4

Re: Consider

What agreements? They are big competitors on both TV and voice services.
jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·voip.ms
·RoadRunner Cable

Re: Consider

said by MyDogHsFleas:

What agreements? They are big competitors on both TV and voice services.

Time Warner Cable is no longer part of Time Warner.
»www.foxnews.com/printer_friendly···,00.html
MyDogHsFleas
Premium
join:2007-08-15
Austin, TX
kudos:4
Reviews:
·RoadRunner Cable

Re: Consider

Ah. I had forgotten that.

Still waiting for an answer from the OP. What deals does Time Warner (owner of CNN but not of Time Warner Cable), have with AT&T on cable and voice?

I mean, obviously, CNN is on AT&T U-verse, but it's on every other TV service, so that's not a big deal.

Also these conspiracy theories that just because Time Warner owns CNN, that Time Warner's corporate arrangements with other companies will influence CNN news reporting in particular stories, are really kind of ridiculous. News organizations maintain a barrier between corporate relationships and their reporting.

Now, that said, certainly the parent company influences the overall tone and strategy of the news division. But not individual stories.

gigahurtz
Premium
join:2001-10-20
Palm Coast, FL

If it doesnt work for you..

then cancel and switch!

I don't understand the concept behind whining and complaining about a cell phone company. There are 3 other options (Sprint, Verizon and T-Mobile). If you are unhappy with AT&T, speak with your wallet and switch!

coldmoon
Premium
join:2002-02-04
Broadway, NC
Reviews:
·Windstream

Re: If it doesnt work for you..

said by gigahurtz:

then cancel and switch!

I don't understand the concept behind whining and complaining about a cell phone company. There are 3 other options (Sprint, Verizon and T-Mobile). If you are unhappy with AT&T, speak with your wallet and switch!

And that works out oh so well in markets where there are no alternatives...
--
Returnil - 21st Century body armor for your PC

gigahurtz
Premium
join:2001-10-20
Palm Coast, FL

Re: If it doesnt work for you..

While you are right, no one is forcing you to own a cell phone. Either you live with the poor coverage, find another provider with better coverage or cancel all together. If you have poor coverage with every cell provider, perhaps your area isn't as populated as you might think. When it comes down to it, cell phone companies are a business. They don't see value in putting a cell tower in an area where its not profitable.

I am in no way defending cell companies, I do believe they take advantage of many of us in many ways. I do believe in competition and if I was unhappy with my provider, I would simply cancel and switch to someone I felt offered a better overall value.

coldmoon
Premium
join:2002-02-04
Broadway, NC
Reviews:
·Windstream

Re: If it doesnt work for you..

said by gigahurtz:

While you are right, no one is forcing you to own a cell phone. Either you live with the poor coverage, find another provider with better coverage or cancel all together. If you have poor coverage with every cell provider, perhaps your area isn't as populated as you might think. When it comes down to it, cell phone companies are a business. They don't see value in putting a cell tower in an area where its not profitable.

I am in no way defending cell companies, I do believe they take advantage of many of us in many ways. I do believe in competition and if I was unhappy with my provider, I would simply cancel and switch to someone I felt offered a better overall value.

If the "game" were not already rigged in favor of one company over another due to the laws the industry has managed to bribe out of state legislatures, I would tend to agree with you. The rub comes with the fact that they have corrupted government to such an extent that your approach no longer qualifies as reasonable or effective for the consumer.

Though slow in coming, the backlash for their corporate shortsightedness is coming home to roost and will only get worse...
--
Returnil - 21st Century body armor for your PC

Boricua65
Premium
join:2002-01-26
Sacto Sh*tty
said by gigahurtz:

then cancel and switch!

I don't understand the concept behind whining and complaining about a cell phone company. There are 3 other options (Sprint, Verizon and T-Mobile). If you are unhappy with AT&T, speak with your wallet and switch!

Easier said than done when all of them are overpriced and nickel and dime you for everything that can get their grubby hands on.
--
Illegal aliens have always been a problem in the United States. Ask any Indian. Robert Orben
chances14

join:2010-03-03
Reviews:
·Air Advantage
·HughesNet Satell..

Re: If it doesnt work for you..

said by Boricua65:

said by gigahurtz:

then cancel and switch!

I don't understand the concept behind whining and complaining about a cell phone company. There are 3 other options (Sprint, Verizon and T-Mobile). If you are unhappy with AT&T, speak with your wallet and switch!

Easier said than done when all of them are overpriced and nickel and dime you for everything that can get their grubby hands on.

yup. that's why i laugh when people say "just switch providers." sometimes it isn't that simple.
VerizonCynic

join:2006-10-25
Lakewood, CA
said by gigahurtz:

then cancel and switch!

I don't understand the concept behind whining and complaining about a cell phone company. There are 3 other options (Sprint, Verizon and T-Mobile). If you are unhappy with AT&T, speak with your wallet and switch!

uh yeah...its called ETF..early termination fee. Another trick to subsidize phones and lock you in from leaving until you FULLY pay for the phone by overpaying for airtime...
--
Lakewood Accountability Action Group | »www.LAAG.us | Demanding action and accountability from local government

bobjohnson
Premium
join:2007-02-03
Titusville, FL

Re: If it doesnt work for you..

The etf shouldn't be an argument. $300 to get out now or $2400 for shitty service you don't like. Doesn't make sense.

dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
kudos:4
said by VerizonCynic:

said by gigahurtz:

then cancel and switch!

I don't understand the concept behind whining and complaining about a cell phone company. There are 3 other options (Sprint, Verizon and T-Mobile). If you are unhappy with AT&T, speak with your wallet and switch!

uh yeah...its called ETF..early termination fee. Another trick to subsidize phones and lock you in from leaving until you FULLY pay for the phone by overpaying for airtime...

Even if you bring your own device theres ETF.
its not about the phones, its about making money off unhappy subs!
--
Oh YES! let me drop everything i'm doing regardless of who it affects to deal with your petty little problem!

Corona
It's cool, I'm takin it back
Premium
join:2000-03-14
Dallas, TX
Trick? Please explain. I propose that every carrier would be very willing to sell you a full price phone. The real question is, would you buy it?

OSUGoose

join:2007-12-27
Columbus, OH
Reviews:
·Insight Communic..

Re: If it doesnt work for you..

Wrong, Sprint refuses to, even refuses to let you activate on a month to month basis if you bring your own phone (bount on ebay, still in a Sprint box, never used) they will force you to sign a 2 year contract for the "service".

Verizon & AT&T wont even sell you a unsubsidised phone unless your a current customer. And even as a current customer will try very hard to get you to "just add a line for 9.99/mo).
RDC17

join:2011-05-15
Baltimore, MD

1 vs 100 million

Funny how no matter how many ATT-trashing articles Karl Bode writes, somehow they manage to gain customers even though they are the worst company in the universe if you read this site.

See 6 replies to this post
elray

join:2000-12-16
Santa Monica, CA
Reviews:
·SONIC.NET
·RoadRunner Cable

LA Market not entirely bad

In select U-Verse neighborhoods of Los Angeles County, the product, price, and performance of the triple-play packages has been very good for the past 18 months, if you don't notice the video compression.

Wireless service, however, is dismal.

They are doing something about the copper, even in non-U-verse turf.

Not that its likely they'd ever get my endorsement.
They have a LONG way to go.

See 7 replies to this post
MyDogHsFleas
Premium
join:2007-08-15
Austin, TX
kudos:4
Reviews:
·RoadRunner Cable

If you look at the surveys

At&t is percentage points behind, it's not a huge gap. and local variations overwhelm these national surveys. Best advice on picking a carrier is to ask someone who has a carrier and frequents the same areas as you how it is. Here in ATX both AT&T and Verizon are pretty good, again depending on where you are.

The size of the gap does not warrant the over the top rhetoric.

And, I happen to think AT&Ts strategy of rolling out HSPA+ widely first may be a winner. They have the fastest iPhone by far. LTE is not yet on the iPhone until probably 3Q this year, by which time AT&Ts LTE rollout will be in all the major areas and cover a large percentage of the population.

Hookem99
Deep In The Heart

join:2007-07-18
Pflugerville, TX
kudos:1
Reviews:
·ViaTalk

Re: If you look at the surveys

said by MyDogHsFleas:

Here in ATX both AT&T and Verizon are pretty good, again depending on where you are.

Exactly....depending on where you are! Next time you're in Pflugerville.... don't bother making a call. I average 5-6 dropped or failed calls a day, and I can see the closest tower from my driveway!
--
Women think they are clever just because they can fake an orgasm for a relationship, whats the big deal a man can fake a whole relationship for an orgasm!!!!
MyDogHsFleas
Premium
join:2007-08-15
Austin, TX
kudos:4

Re: If you look at the surveys

On which? Verizon or AT&T?

Hookem99
Deep In The Heart

join:2007-07-18
Pflugerville, TX
kudos:1
Reviews:
·ViaTalk

Re: If you look at the surveys

said by MyDogHsFleas:

On which? Verizon or AT&T?

AT&T.... They keep telling me there is a new tower going up near me, but that was scheduled for completion in October. Haven't seen anything new or any difference.
--
Women think they are clever just because they can fake an orgasm for a relationship, whats the big deal a man can fake a whole relationship for an orgasm!!!!

Corona
It's cool, I'm takin it back
Premium
join:2000-03-14
Dallas, TX
Just because you can see a cell tower, doesn't mean it's your carrier's cell tower.
TheRogueX

join:2003-03-26
Springfield, MO

JD Power

They rank low on Wireless, but they do rank really high with U-Verse. IE, they've won JD Power and Associates Awards multiple years in a row.

Why can't they do that on the Wireless side also? I don't get it.

Corona
It's cool, I'm takin it back
Premium
join:2000-03-14
Dallas, TX

What about

The Money spent improving their network last year. "The nation's second-largest wireless carrier says it spent roughly $20 billion last year making 48,000 network enhancements across the country. "

maartena
Elmo
Premium
join:2002-05-10
Orange, CA
kudos:1
Reviews:
·AT&T U-Verse
·DIRECTV

Fox News

Wouldn't you also find it interesting that.... because of recent contract negotiations with Fox, the Fox News channel was moved from AT&T U-Verse U100 tier, to their U200 tier, and thus it is no longer available in the most basic tier? No wonder CNN is happy!
--
"I reject your reality and substitute my own!"
nedley

join:2008-01-07
San Francisco, CA

Bad Company

Here in SF, I finally switched to Sonic for DSL after just atrocious customer service and junky 2Wire gateways. I have had to replace 2Wires before, for $100 a pop, and finally demanded a new one free. They said okay, sent it, then billed me. The left hand doesn't know what the right is doing at ATT, phone wait times are ridiculously long and no one can actually take responsibility for getting things fixed. I even sold my AT&T stock.

underlord2
Lolcat is Lol
Premium
join:2005-01-06
Belleville, MI
Reviews:
·AT&T Yahoo

Re: Bad Company

said by nedley:

Here in SF, I finally switched to Sonic for DSL after just atrocious customer service and junky 2Wire gateways. I have had to replace 2Wires before, for $100 a pop, and finally demanded a new one free. They said okay, sent it, then billed me. The left hand doesn't know what the right is doing at ATT, phone wait times are ridiculously long and no one can actually take responsibility for getting things fixed. I even sold my AT&T stock.

They are have different units now, but I do not know when they will roll them out (they're IPV6 compatable).
--
»twitter.com/The_Dord -- Twitter Account

OSUGoose

join:2007-12-27
Columbus, OH

Re: Bad Company

They have been available for about a month now.

dib22

join:2002-01-27
Kansas City, MO
kudos:2

some truth to their argument (middle of the country)

There is some truth to this.... in the areas I travel previously AT&T had good voice coverage and slow outdated data everywhere (2G/edge).

Now they seem to have good voice coverage and pretty impressive 3G data... I have never had my upload fall below 1MB/s... and my download is always 3MB/s or better.

I always carry a sprint/vm/verizon data card as a backup... prior to 6 months ago the backup cards got used a lot, since being stuck in edge made moving any files a challenge.... lately the AT&T data card has been performing well enough to not even break out the backup data cards!

alg
Passionately apathetic
Premium
join:2001-04-10
Houston, TX
kudos:3

Boise, ID

I now live in Boise, apparently!

Michail
Premium
join:2000-08-02
Boynton Beach, FL
kudos:1

normal business

It's not all that unusual for companies to pay for awards and issue press releases that are nothing more than marketing spin making news outlets a commercial vehicle.

That's the business norm these days.
Into Net

join:2010-12-09

What a Joke

This company is so much worse than before and it is beyond me how they survive. I have had all the frustration that I can handle with their cell phone service and U-Verse crap. Horrible internet, sketchy TV, strange home phone and lousy cell phone service. The mass confusion when dealing with them over the phone and the time involved is ludicrous. I am in the process of getting rid of anything that has to do with AT&T. I pray the FCC does not allow them to buy DISH. That article by CNN is a disservice to America and I hope CNN takes some serious heat for supporting such a dysfunctional company. Yeah, I have had it with them. Please continue to file your complaints with the FCC until the government disbands them...again.

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