As you know, we ran my Iphone through the clothes washer yesterday. While that was traumatic, I think dealing with AT&T today has actually been worse. While the customer service agents have been pleasant, they haven’t been helpful. You see, I’ve run in to illogical business rules from AT&T.
A friend of mine happened to offer me his old 1st generation Iphone to get me by until the new Iphone comes out in a couple weeks. When I tried to move my number to it I was informed that if I activated this phone, I’d lose all of my corporate discounts equating to about a $25 per month increase. Yes, I’d have to pay an additional $25 per month to use a crusty old 1st generation Iphone.
I also discussed what my options are for getting a replacement phone. I was told it would be $115 if I simply canceled my phone service with AT&T and walked away. If I want to wait for two weeks with no phone, I can pay a $200 premium to buy another Iphone and keep my service with them. That’s right, if I leave them and go to a new wireless company it costs me $115. If I want to remain their customer, I have to pay a $200 premium (over the cost of the “new customer priceâ€) to get another phone. So, I have an $85 incentive to LEAVE AT&T. That seems like a pretty stupid business rule when you consider the lengths they are going to, to try to attract new customers. My understanding is that it’s actually relatively expensive for them to gain new subscribers. You’d think that would keep them from having business rules that actually incentivize their customers to leave them in event of a disaster like a squeaky clean, freshly laundered Iphone.
At any rate, they should really consider using situations like this for anger management training. I’m a pretty even tempered guy but I’m finding myself horribly frustrated with AT&T.
Hi, I’m a social media manager for AT&T. I will try to help you with your issue. You can send me an email to: ATTChrisL@att.com.
Thanks,
ChrisL
Hi Chris,
Thanks for the contact. I’m actually feeling a bit better about things now that I’ve checked to see how much water damaged Iphones are going for on Ebay. That should help defray some of the upgrade fees that I’m going to have to pay.
Hazzard
It sounds like you talked to a regular customer service rep. They are all either stupid or forced to act stupid by their “robot responses.” If you want real results, ask to speak to a supervisor and he/she will be able to help you based on actual human reasoning.
Why can’t you just move your SIM card to the first generation iPhone? Everything should just work, no money spent, no customer service required. I seriously doubt the SIM card got damaged in the wash. Just make sure it’s dry!
I tried that. The Iphone displayed a message that it needs to be activated. :(
Thanks for the tip though. I was hoping it was going to be that easy when this all happened.
After additional digging, it looks like I have the option of working with Apple to get a replacement phone for $199. Since it’s so close to the launch of the new phone and I can sell the damaged Iphone on Ebay, it just makes sense to wait a couple weeks.
I have to cut AT&T some slack on this. Like I said, they were friendly, but I don’t agree with their higher cost to stay and buy a new phone than to walk away and buy a Nexus One through Tmobile. It makes more sense that your “upgrade price” would be the new customer price plus the balance of your early termination fee. In my case, that would save me $85.
That’s an incredibly dumb policy. Ask to speak with a supervisor, or better yet, loss prevention. Tell them that their policy means they’re essentially paying you $85 to switch to a different provider.