Today, CNET's writer, Marguerite Reardon, posted an article regarding AT&T's new iPhone app to monitor user complaints regarding phone and network issues. From a technical standpoint, it is understood that AT&T can collect important data regarding phone and network failure issues in a timely fashion. Obviously this is a cost saving measure put in place to resolve significant network failures that impact the iPhones data capabilities. AT&T's response to inquiries regarding this new app is that it is a simple way of collecting data to improve their networks.
AT&T is aware that the only way they are going to improve their network is to increase the current bandwidth of their 2G and especially their 3G networks. This translates into a significant investment on AT&T's part. It can be argued that this is simply smart business on their part, however I disagree. AT&T launched a massive advertising campaign along side Apple to promote their 3G network as superior to other providers networks. Simply put, AT&T did not build a large enough infrastructure to support the claims of service and reliability that they touted for so many months.
Outside of the obvious, AT&T is loosing the personal touch of human interaction to resolve technical difficulties and is finding ways to cut back their call center volume in hopes of raising cash to improve infrastructure. It is understandable why this is necessary, however, cutting back on human contact is fast track to horrible customer service and declining technical support reliability.
Apple needs to look to other providers to improve brand recognition and reliability rather than depending on AT&T's network to carry them into the future. Brand recognition and efficiency has been Apple's marketing strategy for years. Unfortunately AT&T is dragging Apple's name through the mud.
