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Submission + - AT&T buries customer rights in 2500-page guide (

JagsLive writes: Judging from the phone company's voluminous new online customer manual, if you have a problem with your bill, too bad: AT&T has sent customers an 8,000-word service agreement that, among other things, says people will be given 30-day notice of price increases only when "commercially reasonable" and that you can't sue the company. Oh, and if you don't like AT&T's terms — providing you can make your way through the company's 2,500-page "guidebook" — your only recourse is to cancel service. State regulators aren't happy about this and are looking into whether the AT&T service agreement violates the law and unfairly limits the rights of customers. Meanwhile, the California Public Utilities Commission's Division of Ratepayer Advocates is preparing to protest an attempt by AT&T to remove numerous services from regulatory scrutiny before they're offered to customers. Chris Witteman, a staff attorney for the PUC who also represents the Division of Ratepayer Advocates, confirmed that staffers recently reviewed AT&T's service agreement and that some believe regulatory action is needed to protect consumers. "We want AT&T to be required to revisit and reformulate the agreement so it doesn't violate the law," he said. H. Gordon Diamond, an AT&T spokesman, defended the agreement, saying it "provides customers with more direct information on their rights and . . . information on the services they purchase from us." (,0,7827478.column )
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AT&T buries customer rights in 2500-page guide

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Build a system that even a fool can use and only a fool will want to use it.