What should have been a fairly simple thing turned into a 12 Step Program?
I am talking about Upgrading Cell Phones with my long time carrier ATT Wireless.
After being on the receiving end of their online ordering bugs, I finally completed my order today.
It took me numerous calls over a week time, as many answers to the same question as there were people answering it but my phones are on the way.
Because of my plan (and very old phones), I had to upgrade all of them so It took me more time to research them.
My upgrade headfaches is a perfect illustration of what Ade McCormack expresses in Users want service, not technology (Digital Business, FT).
Why I did not change providers?
I would have had to pay fees to the new guy.
It might take as much time.
Will they be more reliable?
In other words, not worth the headache.
It does not say much about the experience though, big time negative?
As someone says This is Broken.
Related: Should I dump ATT Wireless? They do not know how to make phone upgrade online painless
Users want service, not technology
It was interesting to read Serge Lescouarnec’s recent post about cell phones. In his blog he gives a real example of the user, in this case, a buyer, that is bombarded with technology detail when actually he requires service. This