That's no moon

So, after my rant/vent of my miserable experience attempting to purchase an iPhone 4 last weekend, a seemingly nice AT&T employee read my post and was appalled at my experience. While he himself cannot assist me, he asked what I would like from AT&T and promised to bring my experience to the attention of customer service.

While I have not heard back from him in a while, he was true to his word as I received an e-mail from someone in AT&T's "Social Media Customer Care Team" yesterday morning. She offered to assist if I gave her my account information, which I did, but I have not yet received a reply.

I am more surprised that AT&T has a "Social Media Customer Care Team." I wonder if they shouldn't just take the money used to fund that group and apply it to eliminating those dead zones and fixing their vendor database interoperability problems.

A quick check of the Statcounter shows unusually high traffic Monday and Tuesday, about 150 unique visitors each day (the Scott Capurro rant/link on SFist last week popped over about 400 readers), and the logs show a tremendous amount of traffic from AT&T's internal news site and a post with the headline "Apple/iPhone/AT&T Fail: A San Francisco Customer Experience." I am interested to see if AT&T's response will be (A) kind customer care; or (B) intimidation and threats of legal action. Am I naive to wish the former?

Also interesting to note: the number of log entries showing site visits from Verizon's customer care.

I'm considering a third attempt at purchase tonight, just to see what happens.