Here is the Response that I received from an ATTBI Rep just a few moments ago:
Quote:
Brian,
Thank you for writing to AT&T Broadband.
I am very sorry for the miscommunication. Unfortunately we were only recently informed that there was going to be a price increase for all customers. I am very sorry that you contacted us just before we found out that there was going to be a price increase in your area.
Although I am sure it is not a very big consolation, at least you will receive a lower price for June, and the first 6 months of the price increase, and continue to receive the -$3 for not leasing a modem after that.
If you think you can return the modem for a refund, we can schedule a service call to set up a leased modem, but I feel I must state that it is possible there would be a charge for the service call. Unfortunately there is no other way to put a leased modem on an account at this time.
All companies periodically adjust their rates to reflect the value of their products and services. We believe that this new price best represents the value for high-speed cable Internet service in the marketplace today.
This $7 price increase does effect all AT&T Broadband Internet customers, however the cost of a leased modem has decreased at the same time by $7.
When the current price break was put into place the suggested retail price of a cable modem was upwards of $250.00 and there was little or no incentive to purchase a modem. Now that the suggested retail price of cable modems has decreased dramatically and is expected to continue to decline--there is no longer a need to offer an incentive to purchase.
If you owned your own cable modem prior to July 1, 2002 and depending on your region, AT&T Broadband will issue you either a Credit of $7.00 per month for six months or six coupons valued at $7.00 each to redeem with your monthly AT&T Broadband Internet payment. This will allow you to enjoy 6 more months at the rate you had before the price change. This will also allow you time to research other high speed internet providers in your area and compare their speeds and costs to the service you are receiving from AT&T Broadband. If you do chose to investigate other options, please keep in mind that most DSL providers require a contract of at least 1 year and/or do not provide an ISP with the connection cost.
We suspect that you will find that we are providing the fastest, highest quality recreational internet service at this price.
We hope that you continue to use and enjoy the service that we are providing.
If you ever have any problems with the service that we are providing, please contact us right away so that we can assist you. We are very proud of the service that we provide, and want every customer to enjoy their experience.
Thank you again for contacting AT&T Broadband.
XXXXXXXX R
AT&T Broadband Online Customer Support Center
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Truthfully, I am disappointed with this response... I must admit that I didnt expect anything more. After reading Jman's post I asked myself what I did hope for in response to my email and I had hoped that they would honor my current price for the next 6 mo as per the first phone call- nothing more (only a 3 dollar difference). I may respond requesting this as a possibility- but doubt that possibility. However, I do appreciate and like the tone of the email and it contained some valid pts... also, it was upfront and contained little BS. And, the last paragraph is accurate... dollar for dollar even with the price increase- it is a better service (in my area) than the DSL offered (and it is still cheaper by a few dollars).
Personal emotional thoughts... So- I (the consumer) am left with 2 choices: 1) Suck it up and complain a little while still receiving pretty good service or 2) Make the Switch to DSL trying to make a pt to my ISP. I know #2 wont do a thing except change the name that I complain about- valid or not concerning their business practices. Further, it would hurt more than benefit me... So, I guess I suck it up and ditch idealistic hopes and principles and consider the all mighty dollar- the few that stay in my pocket. Boy, having luxuries and extra "toys" sure is a pain in the ass and disappointing sometimes- and they know we will pay for it and endure.
Mortis
EDIT: I do think they responded appropriately and quickly... also, although it wasnt in my favor- it is/was realistic. The heads up part on THIS occasion didnt work out for me and made no difference... but all in all- it is what it is. I atleast feel good about speaking out... that is my delusion
.