Today, someone filed a class action lawsuit alleging that AT&T is overbilling customers for data usage. You can read the whole story. Regardless of how this turns out, AT&T has given us the absolute worst response to a crisis:
“Transparent and accurate billing is a top priority for AT&T,” an AT&T representative has responded, speaking with MacNN. “In fact, we’ve created tools that let our customers check their voice and data usage at any time during their billing cycle to help eliminate bill surprises. We have only recently learned of the complaint, but I can tell you that we intend to defend ourselves vigorously.”
Defend ourselves vigorously?! How about assurances that the billing is correct, and if not, it will be corrected? How about some idea that they are looking into the issue? Nope. AT&T, if you are going to bill us for usage, at least make us feel good that the billing is accurate.
Might be time to think before responding to the media.
