When it was out turn, the Apple dude rang me up in about five minutes, but the discount to Mobile Me didn't register, so he canceled the transaction, and tried to ring me up again. But according to AT&T I just got a new phone (the transaction he just canceled) and so am not eligible for another phone for another two years.
Then came lots and lots of calls to AT&T. AT&T/Apple partners. AT&T Corporate. AT&T local stores. An hour passed. AT&T refused to be helpful and reset my eligibility. The Apple/AT&T liaison spoke to me, and said that there is an entire customer service department at AT&T set up to do nothing but reset eligibility in cases like this, which are common (why they can't just fix their checkout system is beyond me). However, this "customer service" department can't reset eligibility for at least 72 hours. OMFG are you kidding me? AT&T actual can't affect their own records for three days?
Then the Apple/AT&T rep told me they just usually work the the AT&T store down the street, because from the store level computers, they can reset eligibility instantly. WTF? My Apple guy kept trying to call the local store but they would not answer their phone. Other stores refused to assist and only referred him and me to the national call center, who can't make changes for three days. Again, AT&T service FAIL.
Ultimately, the Apple guy decided to just take my ID, new phone, secret info and everything down the street himself and get it done. They do this all the time, no problem. (It seems this eligibility snafu during the purchase process is common.) He said we could just chill around the store or meet him back at the count in 10-15 minutes. Skot had already been kind enough to wait through my Muni nightmare, and wait in line, and wait though all of this crap, just so we could go for 2-4-1s, so I offered to get him a drink in the neighborhood while we waited. Apple dude had my number and would call or text when all was good.
Skot and I went down the block to a dive-ish place advertising cocktails, in theory to avoid hotel bar price points. We stopped into Jack's Grill, which was packed with tourists and claims to be "The Home of the Maltese Falcon."
. 
My phone had no service, less than a block from the Apple Store. Again, more frustration at AT&T. We came back to the Apple Store around 8:00.
Apple dude doesn't seem to be back yet, no one can tell me anything other than that AT&T is an uncooperative partner, my phone is dead, and I am approaching rage levels. So Skot and I sidled up to an iMac to blog this, and express my frustration. It's been two hours. The process from front of line to exiting the store could have been five minutes without the frustration from AT&T.
Grr.
Update: Dude is back. The manager at the local AT&T store refused to help him. First he service-blocked to keep another employee from helping him. Then flat out lied saying they can't do that or access my account from there. They do this all the freaking time. I spoke to a half-dozen Apple employees who have dealt with this same issue at that same store repeatedly without incident. The AT&T employee even started to show the manager how to fix it and was shut down. Then the manager said I had to be there in person, even though there was an Apple guy, done this before, in uniform, with my ID and papers and everything, and the AT&T online account notes indicated all of this, with my permission and the manager continued to refuse service. The Apple guy tried to call and text me to come over in person, but by then AT&T had deactivated my existing phone because the system thought I was using the new one they wouldn't let me purchase! Again, AT&T FAIL!
Is having an iPhone really worth suffering through AT&T? No, clearly it's not. Sure, our experience in SF is that their actual phone service sucks beyond all competent measures, but to add the insult to injury of aggressively offensive customer service? If so much of my life weren't so fully integrated with the Apple platform, I'd be out in a heartbeat.
Just yesterday some frustrated iPhone users were saying that we use the iPhone less as a cell phone and more as a portable computer so that AT&T's miserable service was just an annoyance rather than prohibitive. Now I'm rethinking that assessment.
Especially when I heard that one of the reasons the Manager refused to assist was that it was quarter to closing time and he wanted to leave. He actually said as much. So that when I met up with Apple guy at 8:03, it was too late to do anything about it.
So now my levels of frustration are off the scale-incredibly frustrating trip downtown, hours wasted in the store, missing our happy hour appointment, spending $20 for two vodkas while waiting to fix a $30 error, and having a simple electronic switch turned into a bureaucratic nightmare by a behemoth tech company that seems to, from the CEO to the personal level, make it their stance to screw their own customers at every turn because they can.
Finally (finishing this at home now): I have to go down to AT&T in person, myself tomorrow and argue that they reset my iPhone eligibility. Then go back to the Apple store, where they said they could not hold a phone for me but there "should be enough," and pay through the nose for the new iPhone 4 and go through this process again. I was hoping for an iTunes card, and asked for a magic trackpad, for all of this hassle. They threw in a year of AppleCare for the phone, which I wasn't going to buy anyway. Meh. (And the trackpad even costs less.)
The worst part of all this though is that it ruined a perfectly good Friday night. I got my wrist and jankle worked on and was feeling good, was excited about a new toy, and looked forward to some cheap TGIF drinks with friends, instead I spent three times as much as I would have, missed the Friday after-work fun altogether, and multiple muni rides. Now my association with the product is nothing but bile.
But at least I got to have fun Skot times and he was great company throughout even though I could not set aside my rage enough to ever relax.
Maybe the shiny new features, once it's all installed and crap, will snap be back to a good mood.
Update 2: Went down to AT&T store today (painful way to spend a sunny Saturday), waited in line, and was finally assisted by a manager who was nothing but smiles and controlled demeanor while dealing with frustrated customers (he has been trained very well, and never once cracked under the unpleasant pressure—I say this to his credit.). However, it really doesn't matter how pleasant the manager was when all he could tell me was that he was incapable of actually fixing my problem, a problem not caused by the customer mind you, but by their own systems. It basically felt like someone was saying, "fuck off and die, we don't have to care because you don't have any choice," but saying it with a smile and a pat on the back. With all of the teabaggers and militia and gang crazy people out there, and the United States' inability to deal with meaningful gun regulation, I am genuinely surprised there is not more bloodshed at AT&T storefronts. And I worry for the few friends I have who are employed by AT&T. Is their corporate plan to inspire so much ire as to create a violent response? Is that some sort of corporate/Republican regulation conspiracy? What the hell is with these people?
I was assured that while they could send a request to reset my eligibility, there was nothing they could do to actually remedy the situation for three business days. Apple has to use an AT&T database to authorize iPhone purchases. But AT&T only updates that database over three business days, and Apple doesn't have any access or authority to override any of the shit it spews out, regardless of circumstance. Some partners.
So now, the AT&T computers at the AT&T store say I am back to being eligible for an upgrade. The AT&T servers required to be accessed by Apple do not. I went back to the Apple store as instructed. My new Apple Dude, Tomas was exceptionally understanding, kind, articulate and competent, and he really spent the better part of an hour trying to do whatever he could to remedy my situation and let me just freaking pay for and leave with an iPhone 4.
AT&T servers repeatedly refused to allow the transaction to continue, claiming I was ineligible. I witnessed this myself on their screens.
Tomas then spent another 15 minutes on the phone with their hotline to AT&T.
Best they can do: I have to come back THURSDAY—yes, a feaking week after I waited in line and tried to buy one the first time, just so AT&T can have time to update my status and allow me to spend my hard-earned dollars on the damn new phone.
If AT&T presumes to be a competent global tech company, they should be able to update their own databases in less than
Oops, I said "competent." Actually, I typed it. If I said over a phone call it would have been dropped by now. Ever since they scuttled Cingular's towers there has been no coverage in my neighborhood. Every time I call or write customer service, I am assured "they're working on it." Empirical evidence does not support that assertion, rather the contrary.
Based on their customer service assertions, I have been conditioned to perceive every communication from AT&T to be not something honest-but-erroneous, but an intentional lie.
Rumors of potential availability of the iPhone on other carriers are just that: rumors. And often easily dispelled. I wonder how many will jump ship, and happily pay for the termination privilege, just to deal with a carrier, any carrier, other than AT&T. And honestly, if fat Luke Wilson shows up talking about AT&T wireless coverage in San Francisco one more time, the nearest San Franciscan will be serving up a bitch slap right quick.
10 comments:
I am an AT&T employee and have read your post here with a degree of sadness that my organization, of which I am usually proud could not do a better job of taking care of you.
I can not promise you that I can fix this (as I am not directly in the wireless customer care organization) but I care deeply about how well we here at AT&T take care of our customers.
Here is what I promise, I will make sure that this blog entry is reported to our leadership. I know that all of us here at AT&T want every customer to have the best experience in the industry.
Let me see what can be done.
Hi Jim.
I would like to believe you.
You sound kind. Most of your customer care people have been kind.
Here's the thing: we, your customers, don't care how kind you are if you can't provide the services you promised—and we're paying for.
I think a lot of us would be fine if you acted like dicks but provided exceptional services.
Instead it appears you're acting like dicks, taking our money, but not doing shit to keep up your end of the bargain.
Yes, I am one of those customers who is with AT&T only because I have to with the iPhone. Imagine how great your company would be if people got an iPhone and were more impressed with the service. Imagine a customer who said "I got the iPhone and I get to be with AT&T." Instead of chained.
Wow. Even imagine if people said things like "Well, they're arrogant assholes, but their service is amazing."
But I have not encountered a single AT&T customer in San Francisco or New York who feels anything but contempt for AT&T. This was, and is, an amazing corporate opportunity for goodwill and customer loyalty. Instead, I imagine vendors would make more money selling, as iPhone accessories, torches and pitchforks for storming AT&T corporate offices.
But thank you for commenting. And caring. Here's to hoping someone over in AT&T Wireless actually cares and can do something about the inexcusably inferior service.
Willo,
Well, I get your anger and frustration. If I can, I do want to try to make a difference here.
If there were two specific actions AT&T could take that would help demonstrate that AT&T cares about your issues and the issues of its customers and is willing to do something about it, what would those two actions be?
Please be specific here, it is hard to take action on comments such as "just fix the network" or just "fix the system". The more specific the request, the more likely it is that something positive can be done.
I am sincere, if you can provide two specific actions that could be taken that would demonstrate that AT&T has a commitment to satsify you as a customer, what would they be?
To be clear, I do not speak officially for the company as I am simply responding to your posting and comments as an interested person who happens to work for AT&T. But I am passionate that the company I serve do all that we can to demonstrate superior customer service to our customers.
If you can respond with specific, actionable request, again, I will do what I can to be sure you are heard and that your posting will be seen by leadership.
At the very least, let me say, I appreciate that you would take the time to post this. As you can see, you are read.
Hi Jim.
Thanks for being so thoughtful. My emotional state has calmed considerably since Friday night's fiasco.
A lot of local frustration with AT&Ts service comes from the ridiculous number of dead zones in this city. As a major metropolitan city, we have come to expect a certain level of service. Long before the iPhone was ever rumored, I switched from Sprint to AT&T for my wireless service, but had to cancel as there was no service on my block and only occasionally in my apartment. After a two days, I had to switch to Cingular, which had amazing coverage around SF.
When AT&T Wireless absorbed Cingular, the service again dropped. I understand the complexity of cell sites and installations and licensing and rents and such, but it would be nice if AT&T Wireless had not dropped all of the Cingular sites.
I keep a land line because no one can reach my cell phone at home. I have missed people, visitors and even lost dates because I cannot reliably receive phone calls or text messages in my own home. I live on the top floor of a wooden structure less than 100 yards from the geographic center of San Francisco, so having little to no signal is just ridiculous.
You asked what I would request specifically to help remedy my AT&T Wireless experience. You have been thoughtful and I would like to be thoughtful in return:
(1) Please reset my "eligibility" in such a way that AT&T's system, AND the system which verifies eligibility for Apple's transactions reflect that I am eligible for the the upgrade to the iPhone 4. So that when I go back to the Apple store and they try to ring me up yet again, the transaction is not canceled by the AT&T servers telling me I am ineligible. The simple act of purchasing a phone and activating it should not take a week and three trips downtown.
(2) Last year AT&T Wireless released the "Mark the Spot" app for the iPhone for customers to report dead zones and such. It would benefit customers to know that AT&T is paying attention to this data and addressing the issue. I would request that AT&T reactivate Cingular's cell sites, but I know it is not that simple.
What could be done is for the user-reported dead zones to be graphically represented online. AT&T could take responsibility for known issues, and indicate how they are addressing them. Imagine a company saying, "Hey, look, we know we've got some problems with our coverage. But it's not some nebulous "problem," we've identified specific problem areas areas. Here they are. And here is what we are doing to make our system better. The red spots are known dead or weak zones. And here is our schedule for boosting the signal in these areas."
The corporate image we perceive of AT&T is that it knows that it can't support the data needs of its customers or even provide reliable basic voice coverage in major areas such as NYC or SF, and that they know that iPhone users have no other choice so it doesn't really care. But it will raise/alter subscription plans without a corresponding improvement to services.
The "Mark the Spot" app is a great tool for soliciting customer experience data--you are getting feedback from users so why not feed back to users? Tell us you know it's not working, but have a plan to fix it. And a deadline.
I believe that would both make your customers feel better about their service, and better about AT&T as a company.
Thank you for participating in this discussion. You give me hope.
I'm having all sorts of trouble with the comments section so I've started over with a new proper post.
Update: I received an e-mail from someon in AT&T's "Social Media Customer Care Team" Monday morning. She offered to assist if I gave her my account information, which I did.
I have not yet received a reply though.
But really? A "Social Media Customer Care Team"? Can you borrow some of these guys to fix your database-interoperability problems?
Update: Visited the Apple Store again last night: denied, denied, phone call, phone call, APPROVED. YAY.
Thanks Jim!! And I'll lay off any mention of you other than "Jim S., that awesome guy over at AT&T."
I looked into the microcell when it came out and understand that they are effective, but also a bit cost-prohibitive. And the notion of paying twice for the service I should betting in the first place sort of insulting.
If areas really require microcells, they should be provided either free to customers or at a negligible one-time fee. $150 to route calls through my own ISP service, for which I am already paying, and having those calls count against minutes seems like AT&T wants to charge me for (1) the service I'm already paying AT&T and (2) for the service I am paying to my ISP.
But regardless, thank you for paying attention and being such a professional who is dedicated to both his company and its clients.
Well I may be able to do you one better. Having spent the better part of 18 months working with ATT and their various departments I can promise you that NO ONE at ATT can do much better.
In January of 2011: I opened an office in Monterey County. They were suppose to install DSL as that was the best service available to my office. FYI: I'm across the street from a fiber optic hub, but they couldn't run a wire accross the street.
They screwed up the DSL install, and unknown to us, they did such a bad job, that we got 1/4 the speed of standard DSL line.
June 2012: We Upgraded to a business line and got a "business in a box" setup that had a T-1. Very expensive but faster than our crap DSL line and we then got to include all of our cell phones, and Ipads into a single bill. Great Idea eh??
Problem 1: They discovered after 3 visits by t-1 instal techs that the DSL had been installed badly and we could get much better speed that we can with the T-1.
Problem 2: We were already obligated to the T-1, so we couldn't get out of it. They wanted 4k in early disconnect fees to get out of it.
Problem 3: They screwed up the billing so bad that they over charged us for the phones...and the Ipads....and the T-1 (that we didn't need)
Problem 3: The average time it took to even find anyone who could figure out the problem from a cold call to ATT customer service was 4-6 hours. Truely, NO-ONE at att could in most cases, even figure out our account number. That process alone could take upwards of 1.5 hours.
Problem 4: The T-1 speed that was guaranteed to be a massive 1.2 meg up and down...wasn't. It dropped out, and we could prove it. However, att was not able to receive via email, mail, fax, or direct delivery, the proof.
Resolution: We ate the 4k disconnect fee and returned to dsl and got all the pads off of the "oh so wonderful" business group plan.
Fallout: We needed a fax line after we dumped t-1, and it took us...(No I'm no kidding) 16 hours with customer service to find out they couldn't do it.
Apparently when the genius' at att did the dsl, they put us down as a Monterey County government department. They couldn't do anything without the government access code. We arn't a county office.
A code we did not have, and they could not give us.
Final Fallout: We are closing the office and moving to another office at obscene personal expense to switch to comcast.
ATT IS FAIL. AT ALL LEVELS. IN ALL DEPARTMENTS.
They simply need to be shut down or go bankrupt Asap.
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