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AT&T deleting complaint posts from support forum?

Posted: , by Charlene S.

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AT&T deleting complaint posts from support forum?
The AT&T Windows Phone support forums is where word broke that the company would not support Microsoft’s 8107 update that addresses the disappearing keyboard issue and a variety of other security fixes. Needless to say, it turned into a torch and pitchfork scene over there rather quickly.

Beginning on Saturday night, reports started coming in that complaint posts were being deleted without warning or reason. Many users stated that when they clicked on the email notifications for the posts they were subscribed to, the replies were mysteriously deleted.

One user, Jamon723, said in particular of the events,
Don't know if anyone else has caught on to this..... after several instances lately of thinking I had forgotten to delete emails alerting me that someone had replied here after reading them, I just looked again and it hasn't been that. Messages are being deleted. There were 14 new post alerts in my email between 6pm & midnight. I checked the times and names of the people posting, 12 of them were deleted. I really hope it was done by those posting and not done by AT&T to downplay how many of us are upset and voicing it here. Sadly, I would not be surprised if that were the case.

Unjustified censoring of dissatisfied customers isn’t exactly a good look, especially considering that AT&T has recently received the lowest score for wireless customer care performance by JD Power, the lowest rating for customer service by ACSI, and the lowest satisfaction rating for cell-phone standard service providers according to Consumer Reports.

The thread has simmered down quite a bit from the other night. There has been no official word from AT&T’s camp on the events over the weekend, but it does appear that some shady business may have went down.

source: AT&T via WPCentral

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posted on 26 Mar 2012, 22:47 6

1. NOKIA.8800.ARTE (Posts: 100; Member since: 26 Mar 2012)

Thats what you get being with at&t......

posted on 26 Mar 2012, 22:58 5

2. eDiesel (Posts: 142; Member since: 17 Mar 2012)

No. Its for getting a windows phone. If I had one I'd complain too.

posted on 27 Mar 2012, 04:55 1

11. bigdawg23 (Posts: 462; Member since: 25 May 2011)

I am with you. WM has limitations. When I found out about some of the apps that can not run in the background, it definitely made my decision easy to either use iOS or Android. I prefer Android.

posted on 26 Mar 2012, 23:15 7

3. issa8 (Posts: 54; Member since: 26 Jul 2011)

In my personal experience, and through the experiences of many friends and family members that have AT&T, it is extremely apparent that the company simply does not give a crap about its customers, and that making maximum profit is its number #1.

Out of any company I've ever dealt with, even Comcast, they are by far the absolute worst company to interact with on any channel--phone, facebook, twitter, forums, chatting, etc.. Just stay away.

posted on 26 Mar 2012, 23:27 3

4. anywherehome (Posts: 971; Member since: 13 Dec 2011)

I wouldnt be surprised when Microsoft doesnt want to show there is a lot of problems with his still baby OS....

posted on 26 Mar 2012, 23:36 3

5. ECPirate37 (Posts: 220; Member since: 14 Jul 2011)

I agree. At&t is the worst experience I have had with any company. COMPLETELY different than when it was Cingular. I was with Bell South, then Cingular, then at&t for over 10 years. I left because each month I was having problems with random charges on my bill. I called their "Customer Service" to get it fixed each month and asked why they couldn't just fix it so I never had to call. The manager did not know why and told me I should probably go to a different phone company. I did. I went to Spring and 2.5 years later couldn't be happier. My bill is $40 cheaper for unlimited everything each month. Some may say Sprint is a slower network, but it is worth giving up a little speed for great customer service and saving close to $500 a year.

posted on 26 Mar 2012, 23:37 3

6. Sniggly (Posts: 7305; Member since: 05 Dec 2009)

Smooth move, AT&T. Granted, I get the reasoning for not issuing the update since Tango is so close, but you don't delete posts discussing the issue.

posted on 27 Mar 2012, 12:07 2

16. SuperAndroidEvo (Posts: 4888; Member since: 15 Apr 2011)

Right! This is so shady & just BAD business practice all around. I had Cingular & once AT&T came, I jumped ship to Sprint.

I had AT&T Wireless years before but dropped them to go with Cingular, so you can guess my time with AT&T was NEVER good. It was like pulling teeth with them & I rather pull my own teeth with pliers (Hangover style) then deal with AT&T again because of shady stuff like this! lol

posted on 26 Mar 2012, 23:51 1

7. mrandrewshah (Posts: 14; Member since: 01 Nov 2009)

I have no doubt AT&T would rather delete complaints than address them. Every single time I have been forced to contact their customer service has been a nightmare.

posted on 27 Mar 2012, 18:26 1

21. JohnOgre (Posts: 3; Member since: 27 Mar 2012)

Switch already then...

posted on 27 Mar 2012, 00:21 4

8. zackh121556 (Posts: 102; Member since: 01 Feb 2012)

Sounds like PhoneArena deleting Android comments lol

posted on 27 Mar 2012, 00:22 1

9. johnny9000 (Posts: 50; Member since: 10 Sep 2011)

How does being rankest lowest by JD Power or other Customer Care surveys have anything to do with deleting forum posts? The poor training, low pay and "I don't give a crap about you" attitude of human beings is responsible for poor customer care interactions (and they exist at every major carrier, not just AT&T) and those poor rankings. Forum posts being deleted from support forums is being done by a completely unrelated and far better paid section of AT&T support.

posted on 27 Mar 2012, 10:59 2

14. NexusKoolaid (Posts: 493; Member since: 24 Oct 2011)

Did you actually _read_ the post? Obviously deleting posts has nothing to do with JD Power specifically. The point was that overall the opinion of AT&T was already poor bebore this happened and that this issue, for whatever reason it happened, just makes the company look all the worse.

posted on 27 Mar 2012, 00:24 1

10. TheRetroReplay (Posts: 254; Member since: 20 Mar 2012)

It's AT&T, are you even surprised? They've been getting the lowest scores for years of course they're going to censor complaints to try and make themselves look better

posted on 27 Mar 2012, 06:51 2

12. IamTheGodfatherofCell (Posts: 33; Member since: 05 Oct 2011)

Please spare me. Every single.company deletes posts that go against the tos on their forums. If they are cursing or slandering or bashing the company. ..it gets deleted. End of story. It is NOT a public forum. ..it is a private forum and they delete what they like. Stop acting like this doesn't happen on other cell sites forums cause it surely does.

posted on 27 Mar 2012, 11:03 1

15. NexusKoolaid (Posts: 493; Member since: 24 Oct 2011)

But it has to be a balancing act of sorts. Baseless bashing and cursing is one thing, but if they delete everything negative the forum is reduced to nothing more than a giant group hug - what's the point in that? Legitimate complaints should have their place on the forum, else it's of no value.

posted on 27 Mar 2012, 07:32 2

13. PAPINYC (banned) (Posts: 2315; Member since: 30 Jul 2011)

What amazes me is that AT&T subscribers on this site will defend AT&T to the death but, anyone whom I've ever to who has AT&T says it suck ballz.

Doesn't surprise me that Big Blue is sweeping up their forums, it's the New American Way: you can not express yourself negatively, everything has to be sugar-coated because everyone is delicate and hyper-sensitive.

posted on 27 Mar 2012, 18:25

20. JohnOgre (Posts: 3; Member since: 27 Mar 2012)

I will second this ^

posted on 27 Mar 2012, 13:29

17. PaulNotFromSweden (Posts: 55; Member since: 16 Sep 2011)

Are you serious, Charlene??? "...may have went down"??? I've seen some atrocious grammar on the part of PA writers, but this takes the cake. Would you guys please, for the love of god, use spell and grammar checkers. When you write this poorly, you lose your credibility.

posted on 27 Mar 2012, 14:12

18. NexusKoolaid (Posts: 493; Member since: 24 Oct 2011)

Credibility lost to nitpickers and grammar snobs only. The rest of us understood what was written and moved on.

posted on 27 Mar 2012, 18:23

19. JohnOgre (Posts: 3; Member since: 27 Mar 2012)

Is anyone really suprised here?

I ditched AT&T six years ago for being bastards. Our usage was always the same, but somehow the bill wasn't.

Some of you folks really need to figure it out.

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