I just received this letter from AT&T.
From the desk of Andy Shibley.
There’s so substantial online conversation about the problems with AT&T and the iPhone.
I can only speak from my personal experience and I am furious at the way AT&T has handled my situation. If you read my blog you will remember several postings regarding issues with AT&T, after many attempts to resolve my troubles with dropped calls, no service, offers to pickup a MicroCell, all efforts have failed. Mr. Shibley can you help? Apparently not as I have tried reaching out to your “social media” team and that was fruitless.
AT&T is suffering an image problem and most of it is because of the way customer service is handled. I have talked to one rep maybe 20-30 times and I can’t call that person directly or email them…. hello? AT&T is a communication company and I cannot call someone that is supposed to be help me with my problems?
I spend hundreds of dollars every month. The problems with my account and services is well documented from the problems in customer service to the problems at the store level and the way representatives of AT&T are handling customers.
The person in charge of operations needs to revamp the way things are done, because it doesn’t work. I hear so many people complaining about AT&T, so I know I am not the only one. So please don’t even try to act like I am the only person having problems.

And while you are at it, please don’t bother sending a letter to customers, until you “really” make changes.

Here’s another interesting story I heard this weekend while in Taos, NM.  From a couple people, who wanted an iPhone they went to a store in Santa Fe or Albuquerque and signed up for service, then when they went to Taos and used their iPhone, which in Taos doesn’t get 3G, because AT&T doesn’t apparently have a tower. AT&T cancelled the account, because of the usage on a roaming tower.  This is crazy.  What ever happened to 97% coverage? Is that based on terms AT&T defines.  Sounds like the government needs to dig deeper into the situation  with AT&T.