[Galaxy Tab General] Jade Eyed Wolf:
Ok, so here’s my story:

Not too long ago, I bought myself a Samsung Galaxy Tab 7”. Ever since the device was announced by Samsung, I thought this was one of the coolest ideas since sliced bread. I could have a device roughly the size of a small book that pretty much did everything the iPad could do, and then some (like take pictures and run flash). On top of that, it was capable of making and receiving phone calls and text messages. Finally, a device that literally would do EVERYTHING I needed; no more need to lug around a netbook, a phone, a GPS in my car, or an iPod.

Not all was as peachy as I would have hoped however. Initially, it didn’t look as though this wonderful piece of technology would make it to American soil at all. Then, when it did, it was deliberately crippled for the North American market so that its native ability to make or receive regular phone calls and text messages was disabled at the software level. What a terrible thing to do! I was so disappointed by this news that I nearly abandoned any desire to head down to my local AT&T store to buy it. To add insult to injury, the only way AT&T offered the Tab was on a no-contract pay-as-you-go data plan, which is ludicrously expensive, particularly when compared with the fact that I’m one of the lucky customers who is grandfathered in to an unlimited data plan.

Eventually, however, my desire to own this device got the better of me, so I finally dished out the cash (and it was not cheap either!) for an unlocked and unbranded Tab which had the phone calling and texting abilities right out of the box. I popped the SIM card from my AT&T smartphone into my new Tab, fired it up, and started enjoying what was, up until recently, the best mobile user experience I have ever known.

I started referring to my Tab as my “Do-Everything-Device,” because it literally DID do everything I needed right from one device! It replaced my netbook, my phone, my GPS, my iPod, my Kindle, and the CD player/Radio in my car! It was so liberating not to have a phone attached to my hip and a bag on my shoulder for everything else I used to have to lug around with me. Sure there were occasions where carrying around a phone the size of a small book would have been ridiculous, but that’s what swapping SIM cards is for right? I’d simply switch back to my smartphone when the situation called for it.

Then things took a turn for the worse when AT&T started getting involved… Apparently this kind of quality user experience was not meant to be. I had received an automated text message one day telling me that I needed to be on the “proper data plan,” and that if I weren’t my service could be changed or suspended. Being a loyal paying customer to AT&T in its various previous incarnations for about 11 years now, and having an unlimited data plan on my line (which I should note I was NOT abusing; I generally used about 4 – 5GB or so per billing cycle), I was perplexed as to why I would have been receiving that message. So I called into customer service to inquire.

Upon some minor investigation on the customer service rep’s part, I was informed that the issue was that I was swapping back and forth between my Galaxy Tab and my smartphone (which it may be noted is a Samsung Captivate), and that I should stop doing that. Stop swapping out my SIM card between two of my most used devices? Really? Doesn’t that defeat the purpose of having a SIM card in the first place? Still perplexed as to why this was an issue, I brought the matter to the attention of AT&T’s Office of the President to hopefully find some resolution to the problem. The gentleman I spoke with said he would investigate further and get back to me with his findings. A week later, get back to me he did! At first I thought, “Great! The highest level of customer service has come to bring me good news of a fair and reasonable compromise or resolution!” Little did I know he came to bear me bad news indeed…

The representative informed me that the issue wasn’t that I was swapping my SIM card per se, but rather the issue was with my Galaxy Tab specifically. Basically, I was told that AT&T’s intended use for the Galaxy Tab, regardless of where it was purchased, and regardless of whether it was carrier locked or unlocked or any of that, was that it was to be used as a data-only device, and furthermore as a pay-as-you-go data only device! I was basically given the option to get a pay-as-you-go SIM and use my Tab as AT&T intended it to be used (not as Samsung intended), or not use it at all, sorry. I was directed to the service agreement for “Specified Device Session-Based Plans.”

Excuse me? Sorry, but I don’t want to pay-as-I-go for data! I’m already paying for unlimited data, and there is nothing in those terms of service that say I can’t put my SIM card in whatever device I want, provided I’m not violating those terms! The representative proceeded to tell me that a user such as myself only accounted for a minority of the people subscribed, and that the current data plans AT&T offers caters to the majority. Ok, fine, cater to the majority. I get that. However, even as a lucky customer who has an unlimited data package, and even as a minority who chooses to stay informed about the latest technology, I should still be catered to as well. I mean, that’s what customer service is right? Making sure your customers’ needs are catered to? He said that the reason AT&T doesn’t still offer unlimited data is that “The average user only consumes about 2 or less GB a month.” Sure, that may be true for the average user currently, and it may be true furthermore for the average user who cares more about phones calls, text messages and Facebook updates more than frequently browsing rich web content and going to Youtube on their phone etc. However, with the much faster networks that are being deployed, and with more data intensive and media rich web content available today and tomorrow, that 2GB is going to be a bite-sized portion to the “average user” very shortly…

In my frustration, I argued that I am paying for the service to the SIM, not service to the device itself (otherwise what’s the point of the SIM in the first place?). As such, there shouldn’t be any issue with my circumventing AT&T’s artificial limitations on their branded Galaxy Tab’s hardware by buying directly from the manufacturer at a premium. I should be able to use my SIM in any device of my choosing, so long as I’m not violating the terms of service to that line, which I’m not (as I mentioned earlier, there was nothing in the Terms of Service that explicitly said I couldn’t use my SIM card in a tablet device.) Furthermore, I argued that the only real differences between the hardware in my Tab and the hardware in my Captivate were screen size, battery size, and the presence or absence of a front camera. For all the times I was told “Yes sir, I understand,” it really didn’t seem like he really understood…

It seems AT&T (and indeed any other US carrier which supplies a crippled Tab, or any other device) doesn’t want you to have a “Do Everything Device.” It’s bad for business! Why would they support a device that does everything your tablet or netbook does and everything your smartphone does, all on your single line subscription? Of course they’re going to cripple the Tab, because they want you to buy separate devices with separate line subscriptions and more money in their pockets! Not to mention, AT&T probably doesn’t want something that would have, up until recently, directly competed with the iPad, and frankly outdone it in some ways (when’s the last time you could make carrier phone calls, not SIP or VoIP, and text message on your iPad right out of the box?). I suppose that’s corporate America for you… What ever happened to providing superior service at the best value though?

So, if you are on AT&T, and you own a Galaxy Tab or are interested in getting one (or any other tablet on AT&T for that matter), here are some things to watch out for and speak out to:

AT&T is sweeping their network for devices by their IMEI, and if your device does not match up to whatever plan they want you to be on based on that device, your service could be changed or suspended.

If you have a grandfathered unlimited data plan, AT&T is doing the best they can to get you OFF of that plan by being very specific about what devices can be used with those plans.

I am only one person, and as one person, my voice has fallen upon the deaf ears of a very large company. As such, I urge you to speak out as a collective to AT&T, tell them about this situation, and others which likewise are upsetting to you as a customer. AT&T can ignore one person, but not a crowd…

Don’t contact customer service. Go straight to the source! Call AT&T’s office of the president at 866-751-5784 (option 1). Also, speak out on their Facebook page. Talk to your friends and family, spread the word!

EDIT: Here's a petition to sign.