I got a $25 service credit for the 12/17 BIS outage
So like many of you I called at&t on the 17th inquiring about the service outage. I spoke with a nice guy who called me back a couple of times Thursday afternoon to update me with the status of the outage.
On his second call to confirm everything was working, I asked him what at&t would be doing to compensating their customers for the outage. He asked me to call back in a day or two once everything was sorted out.
So I called today to follow up, and was offered a $25 credit to compensate me for the outage. I thought that amount was more then fair, at first i thought they would try and offer me $0.80 for the prorated period where the service wasn't working or something crazy like that. So thumbs up to at&t for offering a generous credit for a problem that originated on RIM's end.
from a customers perspective it doesn't mater who's fault it is. Also, part of my $30/month that I pay at&t goes to RIM to host the BIS servers. I expect at&t and verizon will ask for a credit for the outage or have some other agreement in place for a situation like this.
Telling me that since it was a problem on RIM's end means at&t has no responsibility is BS.
- 12-21-09, 06:33 PM #9
What they're saying is too many credit adjustments on your account and when you have a serious problem. You'll get something along the lines of 'sorry we can't help you, or no further adjustments on your account due to previous adjustment history' They can be nice and probably deserved but they can bite you in the end. Either for a serious issue or if you try to see about an early upgrade at times.
speaking from experience of a long term issue never resolved and when trying to explore other options, due to adjustments AT&T shut the door on me and even let a customer of over 14 years just walk away no struggle.
- 12-21-09, 07:01 PM #10
Last year I had a problem with a toilet in my house. So i called my land lord and asked him to have it fixed. He sent a repair man to fix the problem, however we started to have the same problem again the next day, I called him again. The process continued for about 3 weeks. The land lord wasn't a handy man, so he hired someone else to do the job, however I still held my land lord responsible for any problems with the house. The same rules applies here.
- 12-22-09, 11:37 AM #13
I imagine all the carriers will get a rebate or credit from RIM for this outage. Whether and how they pass it on to their customers is up to them. The squeaky wheel got $25 in the OP's case.
- 12-22-09, 06:13 PM #15
The nail that sticks up gets pounded down after a while, though. Frequent adjustments may be reversed simultaneously if you irritate a manager with an unreasonable demand.
If you're not making the company any money, they won't care if you take your alleged business elsewhere.
RIM does not reimburse carriers for BIS outages. In fact, RIM has been voiding service codes to prevent free support calls to them.
I don't call customer service all the time, only when I have a problem or issue. Not being able to send/receive emails definitly counts. If at&t drops me for calling when there is a service outage, I'll go sowhere else.
I also find it odd, that all the posts on this thread are from vzw.
- 12-23-09, 11:53 AM #17
Honestly, I really don't understand the hostility. Every BB user should recieve a credit for an outage like that or the one yesterday. Granted I think $25 is high. As I said before, I was expecting $10 or less.
What is customer service for, if it isn't for issues like this?
- CrackBerry User
12-23-09, 03:23 PM #20
- 64 Posts
I disagree with those who say that AT&T holds no responsibility. I pay Verizon 29.99 for my data service. This does not include my SMS only. SMS was the only thing working last night besides the phone. RIM is accountable to the carriers, not the subscribers.
Verizon is responsible for my interuption as they are my contracted provider of BIS and who I pay for this service. They in turn pay the third party (RIM). The dependability of RIM's Internet services are starting to become suspect.
- CrackBerry Newbie
12-23-09, 04:55 PM #21
- 1 Posts
The conversation that I just had with AT&T about any potential service credit inspired me to sign up here and share my experience.
Not only was the billing person that I spoke with totally unaware of the Blackberry outage from yesterday, she indicated that even if there were such an outage, AT&T would not issue any service credits since it's not their fault.
Needless to say, I'm not very impressed.
- 12-23-09, 05:38 PM #22
- CrackBerry Genius
12-23-09, 05:48 PM #23
- 2,015 Posts
- Scan It
I was going to post on this earlier today/last night, but didn't want to waste the space in creating a thread. Since one's been created though, I'll add my experience.
While I was standing outside about 6pm EST last night waiting for tardy dinner companions I called 611. The *ONLY* purpose of my call was to see if, in the absence of any "real" information from RIM, ccare had any new notes on the outage. I had a nice talk with the VZW ccare rep (they're all nice talks, #1 customer service for a reason) who, with no prompting on my part, told me she was going to issue a $25.00 "goodwill" credit to my account. She apologized for the inconvenience (which of course wasn't her fault, but a nice gesture), and we disconnected. Early this morning I got both an SMS and an email from VZW, auto-generated, confirming the $25.00 credit had been applied to my balance due on 12/30/09. Wow.
When you consider that the pro-rata "compensation" is more in the neighborhood of a buck (cumulative of 12/17 & 12/22 disruptions), this was way above and beyond. Since calls are recorded and notes are logged, I'm comfortable that I won't be hot-remarked as a PITA, as was implied earlier. IMO someone at VZW must have empowered ccare to issue credits at their discretion.
Regardless, it was another above and beyond gesture by VZW, and one I'll always keep in mind if I happen to consider changing providers - not for the $25.00, which is a fraction of my monthly/annual spend - but because it's emblematic of how deadly seriously VZW takes customer service. Besides, while I don't individually have a contract with RIM, VZW certainly does. I'm comfortable that VZW will more than recoup my goodwill credit by way of a far more substantial credit to the carriers to compensate them for increased labor and other costs as a result of the 12/17 and 12/22 outages.
- CrackBerry Addict
12-23-09, 09:18 PM #24
- 635 Posts
I could easily gripe and get a credit, but what the heck, it wasn't really Verizon's fauly and I don't feel like griping at them, so far after buying Alltel they have been ok to me, still miss my Alltel service though, I don't get any "benefits" from the merger.