Posted by: Chelsea Novak | July 31, 2007

My phone bill doesn’t look so bad now

This is not the usual content of my blog, but Dave S is a friend from the message board I’m a mod on, so I’m throwing his note up on my blog to help him out. Holy crap is all I can say.

http://www.boingboing.net/2007/07/31/att_iphone_intl_roam.html

I have a caveat emptor to top them all.

I purchased an iPhone on opening day to use in lieu of a cumbersome laptop while traveling in Ireland and England for two weeks in early July. AT&T promises “easy, affordable, and convenient plans” in their advertising… turns out I got two out of three.

On the way to the airport, I activated the per-use international roaming data plan – the only one offered to me. The rep quoted me $.005 per KB but did not disclose what that would translate to in layman’s language (i.e., X amount per e-mail, X amount per web page, etc.). I’m a web developer as part of my career and I couldn’t even tell you how many KB the average web page is, no less a text message to my son, an e-mail with a photo to my mother, or a quick check of Google Maps. That’s part one of the trap. However, I now pay $40 per month for unlimited data usage on the iPhone, so really — how much could it be? $100 at the most, right?

Keep reading.

As we know, the iPhone can’t be unlocked to use a European provider’s SIM card for more reasonable rates while traveling. There’s part two of the trap.

To be safe, I went online to My Account at AT&T a couple days into the trip and again a week later and was told “usage data is currently unavailable”… and that’s part three. I had no way of knowing specific usage data until I received my bill over the last weekend.

A bill for $3000.

Two weeks of travel with sporadic AT&T EDGE network usage off and on mixed with wifi when available… $3000.

Doing some research, I learned this morning that AT&T offers unlimited international data usage at $70 per month to its Blackberry customers.

Here’s my bottom line: I want this same usage plan to be made available to iPhone customers and to be applied retroactively to my account.

Billing phone reps offered me a $400 “courtesy credit” on the $3000 charge if I would agree to sign up for a $300 per year international data plan with a max of 20MB per month. (I’m not planning any international travel for a while anyway, but 20MB would be burned in a day or two of average use – they must be kidding.) I have until August 14th to resolve this or all my family’s phones (including my wife’s business line) get disconnected. Obviously, there’s no way I can pay $3000 for something so egregiously wrong.

I’m sharing this with the media in the hope that the exposure of my story might force AT&T’s hand in admitting they have an inadequate solution in place for international iPhone users, that they’ve discriminated against the iPhone in favor of the Blackberry, that they failed to adequately disclose the exorbitant nature of their rate plan, that they kept me in the dark about my usage specifics until it was too late to modify them, and that by disallowing unlocking to use a European provider’s SIM with more reasonable rates, I was trapped without knowing it until that $3000 “gotcha” came knocking at my door.

An update:

Word travels fast over the internet…

AT&T just called and agreed to waive all charges due to the “miscommunication.” I think they have a customer for life now!

HRH

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Responses

  1. I am a student in Utah and I wanted the iPhone because I have a Palm Pilot, iPod, and phone and wanted an all in one solution. The phone itself has been really hard to pay for, and I had t-mobile before… So I text my family in Canada and every one cost 25 cents! I only have 450 minutes which last under two weeks and I can’t text family so there is no point in having the dang phone, and the office building that I work in the Edge network can’t reach! Any advice on how to hit them back would be appreciated, I would hate to have bought a $600 8gig iPod.


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