[mech4bg]

I have no idea what is going on at AT&T but I've definitely seen their customer service slide dramatically in the last few years, to the point that I finally left the network after 9 years. I don't blame the reps - there seems to be complete organizational chaos, and lots of cost-cutting going on making the issue even worse.

This solution of just force-mailing out new phones blows my mind. Phones are such a personal choice, and these replacements seem pretty sketchy on the whole, what a phenomenal waste of resources. Surely a better solution would be to give people a voucher to use with AT&T that would at least cover a cheap phone with comparable specs and could also be used against future phone bills if you want to upgrade yourself?

[markzzerella]

The new ATT provided phones will almost assuredly have ATT spyware on them as well.