So, I’ve been pretty much treated like a criminal when calling my ISP to resolve the problem. See there is no set number they can tell you that is “too much” just when you go over it, they throttle you to this speed (or lower, most of the time I’m at .2). I’ve been lectured for using it to watch “too much” nextflix and told the only way to lift the block is to stay completely off the internet for 2-3 days. (this was 4 days ago, no one can tell me if/when it will be removed).

But through all of that? I actually don’t HATE Clear. I think they have an awesome concept. I wanted it to work. And I think it could have, but they either did a BAD job of managing people’s expectations or didn’t understand how people REALLY use the internet.

Their first error was marketing their “Unlimited Usage” at video gaming conventions. Don’t tell people that they can do “what ever, when ever” unless you REALLY MEAN THAT. Because they will. Especially your “Early adopters.”

Early adopters are GOING to be heavy net users. They are going to use the net for more than just web pages, e-mail and an occasional YouTube video (this seems to be what Clear was designed for).

Your Early adopters are also going to be either your biggest champions, or biggest detractors. They are going to have large online networks, and are also probably the leaders in their spheres of influence. Make them happy? You’ll be rewarded. Screw them? They will tell everyone. And they will be believed WAY more than your ads. You can’t fight that kind of word-of-mouth with even the biggest advertising budget.

So what could they have done?

Well, had they given me a way to monitor my usage, a number that they consider “high usage” and a warning? I would have self monitored. I think most people would. I think ALL the people that I see on-line complaining about the same thing I’m complaining about (days with no internet) could have been prevented with a little proactive action.

Here is the thing, I even CALLED CLEAR back in January, because I KNEW my usage was high (Christmas Vacation at our house means On-Line Gaming, and MOVIES!). I was told then it was fine.

Their biggest mistake?

While I am on a 2-year contract, all I have to do to get out of it is pay a $40 restocking fee for my leased equipment! I mean, do they REALLY expect me to keep paying $70 per month for .5 KBps? For how long? I’m sure the other people being “managed” cancel after a week of sub dial-up speeds. And they don’t just go away. They go away mad.

So, Clear, you are burning through the customers that could have been your best supporters. The ones that would have paid the most (Home internet, a couple mobile, hell a Clear Spot too! and yah! Give me ALL THE SPEED YOU GOT BAYBEE!) And those customer’s aren’t unlimited. Once they’ve had your service, been managed and quit, AND warned all their friends, you’ll be scraping the bottom of the ISP barrel. Forced to compete for the NetZero $14 per month dial-up customers, or open up new markets.

SURELY a quick “warning” phone call would have been cheaper?