Today's NYT has the two CEOs of ATT and Apple justifying their decision to cripple the beautiful and fun iPhone device with a network David Pogue called “slow, and horrible."
The two executives said they were comfortable with the unexplored implications of the business relationship they have forged. In a break with the tradition of the cellphone industry, Apple is taking responsibility for the activation of the iPhone as well as account maintenance through its iTunes software on a customer’s Mac or PC. Account control has been jealously guarded by the cellphone carriers.
Mr. Stephenson remarked: “That’s what the customers want, and you can give them a good experience. Why would we not do that? I like this model a lot.”
Might I be permitted to answer that SBC/AT&T has never exactly had a wonderful record of 1. vision or 2. customer experience excellence? AT&T wireless had excellent customer service, but that ended with its acquisition by Cingular. Maybe this is the new AT&T...but history is not in their favor?