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AT&T looks to explain your cellphone bill like never before (video)

First Posted: 12/05/12 06:19 PM ET Updated: 12/07/12 03:29 PM ET

Originally posted Dec 5, 2012 on Engadget by Sharif Sakr, revised for AOL by Rob Zanicchi & Joe Pollicino

After analyzing the vaguely labeled taxes and fees, a cellphone bill can make an IRS audit seem like a walk in the park. Well, it seems that AT&T wants to ease the pain by offering "video bills" to either new subscribers or those who switch to a new plan.

We don't know if this update has customers' interests at heart, or if AT&T's call center staff were just sick to the eyeballs of having to explain people's bills to them, but the end result is the same either way. The personalized vignette provides a "line-by-line visual and audio tour" of one's monthly statement. It comes at no additional cost, bringing you a comforting voice that reads out every dollar that you owe -- albeit still without giving you the true details behind many of the usual "usage" charges. The numbers inside the breakdown are personally tailored, and it'll even refer to you by name. It appears finishing last in the recent Consumer Reports carrier satisfaction survey may have motivated AT&T to try to win back our customer service-loving hearts.

Via: Gizmodo
Source: AT&T

 
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HUFFPOST SUPER USER
wadisplace
10:09 AM on 12/07/2012
I think they should go back to the old telephone system just for one day. This is where you dial the number, and you hear,"Operator, may I help you?" You tell the operator who you are calling. She will reply,"Hold on please." You hear a click-click. Then another click-click. Then you get the person you are trying to call on the phone. Can you imagine what it will be like in the NY Business District. "International Operator, may I help you?"
06:34 AM on 12/07/2012
20 yrs I had cingular/ATT and from the same chair at the same kitchen table same house the dropped calls became so bad I switched to Verizon so far 3 months no dropped calls. ATT does spend a lot of effort contacting me to pay the rest of my contract, I didn't drop you ATT, YOU DROPPED ME!!!!!
11:28 PM on 12/06/2012
I still like Boost over AT&T.
09:07 PM on 12/06/2012
My husband wanted the U-Verse thing, and I told him a coworker had a very bad experience, but he wanted it anyway...let's just say I never said..."I told you so." It was a nightmare from the get go. The "box" errored constantly, so we really never had any internet, TV or phone service the entire time we had it. We quickly decided to remove the system and go back to the copper wire phone and DSL...First they said they could not do it. They sent no less than 4 different teams out to "fix" our problem(s). One technician (I have to say a very nice guy), said, "Congratulations! You have the most error codes I have ever seen!" They even ran NEW lines from the telephone pole to the house; put in a new phone box outside of the house, and the stupid thing still never worked right. We forced them to put everything back the way it was (and not pay a dime for service, as we never had any), or we would file a formal complaint with the regulatory agencies for phone service (both State and Federal). They finally conceded and after 5 months we finally got our regular phone service back. During that time, we had DirectTV put right back into the house!!! NEVER will we use any wireless technology from AT&T!!! My Verizon cell phone works in the hospital where I work, when AT&T does not!
05:59 PM on 12/06/2012
AT&T SUCKS!! Had them in CA moved to AL, piss poor service in AL, kept dropping calls. Told them to suspend my service and I would continue to pay the regular monthly fees due to my contract expiring in 2 months. Switched to Verizon, love them, great service. The DAY before my contract expired ATT cut my service and charged me early termination fees on 2 phones!!! I called them and after being transferred a million times I told them I would pay my regular bill only if they removed the early termination fees, they refused, so I refused to pay them. 6 months later they were sending me letters begging me to pay 1/3 of what they claimed I owed. What a joke! Similar situation with my home phone. ATT sucks. My brother in AR is stuck with ATT, phone provided by his job, cant even talk a couple of mins and his phone drops the call every 2 mins. STAY AWAY FROM AT&T
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HUFFPOST SUPER USER
Magic1808
We Must DO to BE...
02:58 PM on 12/06/2012
AT&T = Customer no service... If they think the cost of doing this helpful video stuff will bring people back to AT&T, I think they are mistaken. I once had AT&T, the actual service was fine, it was the billing and timeing. In addition the operators assigned to help were down right cold hearted. I hope I am never forced to deal with AT&T again.
01:09 PM on 12/06/2012
I've had AT&T cell service for 4 years and have no complaints. We've been treated very well in their online customer service, phone in customer service, as well as their walk in stores. I went to U-verse 2 1/2 years ago. Started out with some minor issues, but have had no problems in over a year. They are on the expensive side though. Our alternatives are SureWest and/or Comcast. Both are terrible.
12:56 PM on 12/06/2012
At&T? Are they still in business? The company and their service is a joke. I had At&T cel phone years ago and they flat out ripped me off for years. I have now been with US Cellular for many years and very happy with them. I will never...never have one thing that is AT&T in my home. Hopefully, AT&T will go the way of the dodo very soon. Horrible company.
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HUFFPOST SUPER USER
sadiemae1214
Life is a Cabaret old Chum!
01:12 PM on 12/06/2012
AT&T isn't going anywhere. I've had both home and cell service with them. I've had cell service with them for 12 years and they treat me just fine, no problems. It there's a problem with my bill, I call them and they fix it.
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12:48 PM on 12/06/2012
I had AT&T's internet and phone service, and early this year, they switched me to their U-verse platform, which had separate billing. It took weeks to get it installed, they put me on a contract for it that I didn't agree to, and the U-verse was slower than the old DSL they had me on.

Then the bills started arriving at random, nobody could explain them, and I just junked the whole shootin' match when I found out that AT&T supports right wing politicians like Rick Perry, Richard Mourdock, and other assorted Tea Pary crazies. I no longer have any AT&T in my house--first time in 70 years.
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HUFFPOST SUPER USER
JD Straw
12:45 PM on 12/06/2012
My best service came from The Bell System. When AT&T came back in and took over, this is when all hell broke loose. AT&T cares nothing for their customers and their Customer Service Representatives are simply non-caring and AWFUL (except for the former Bell System employees that were kept on when AT&T took over again). I hate AT&T but remain with them because Comcast is the other alternative and they aren't worth even mentioning. It would be like hopping out of the frying pan into the fire, plus Comcast is more expensive in spite of being a sorry-arsed company with even sorrier-arsed CSRs.
12:30 PM on 12/06/2012
I have had good service from AT&T for many year's.
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HUFFPOST SUPER USER
sadiemae1214
Life is a Cabaret old Chum!
01:09 PM on 12/06/2012
Me too. I've had my cell with AT&T since 2000 and have never had a problem and the few minor problems I've had were fixed right away.
10:04 AM on 12/07/2012
Should just be years.
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HUFFPOST SUPER USER
gbpattersonjr
12:16 PM on 12/06/2012
What info does this give me that I can't read on my own? That was a waste of time and resources.
12:11 PM on 12/06/2012
I hate AT&T's robo attendant.

"I think you told me to go screw myself. Is that correct?"
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HUFFPOST SUPER USER
JD Straw
12:46 PM on 12/06/2012
Yes that awful thing is annoying and not helpful at all. I hate it too!
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HUFFPOST SUPER USER
sadiemae1214
Life is a Cabaret old Chum!
01:08 PM on 12/06/2012
I always get a person.
11:49 AM on 12/06/2012
"or if AT&T's call center staff were just sick to the eyeballs of having to explain people's bills to them"
Love that. all i seem to ever get is a computer to talk to when i call AT&T. -_-