So here’s the deal…Tuesday, June 15 I woke up early to pre-order my new iPhone 4. I had an iPhone 3g and being 2 1/2 years old, it was getting a bit long in the tooth. While the AT&T servers were committing seppuku for being unprepared for the onslaught of orders, I somehow managed to slip in my pre-order. This was followed a couple of days later by a reminder to be sure to show up the following Thursday, June 24 to pick up my shiny new toy from the local Apple store.
Thursday rolled around and I woke at 5am to get a shower and get to the line by 6am. I figured that they would have a separate line for those of us with pre-orders and an hour early should be good enough. The original single line wrapped around the corner and to the far side of the parking lot…with me right at the curb. A little free Chik-Fil-A and Krispy Kreme later (Apple stores know how to handle big launches) and they finally split us into the have and have-not lines. Fortunately the pre-order line was very short. Finally the doors open at 7am and people begin getting filed in. It only took 46 minutes from doors open until I was walking out with my fully activated iPhone4. I even made it to work on time. As I said, Apple knows how to handle things.
My daughter had a piece of junk prepaid mobile phone. I didn’t even know that Sanyo made phones…if that’s what you want to call it. In light of the stupid amount of expense for the incredible lack of service…I decided she needed to have my old iPhone 3g. We could switch to a family plan with more total minutes and data and unlimited messaging for a grand total of $5 more a month than I have already been spending. And all she really had was unlimited texting. It’s a winner of a plan. This should be pretty simple: I call them and change my plan, tell them I need to re-activate the old iPhone as the secondary line with a new number…and pick up a new SIM from the local store (since you cannot re-use a SIM that’s been cancelled).
But I failed to realize I was dealing with AT&T.
So the nice lady on the phone supposedly takes care of all this and hands me over to sales to finalize the whole deal of changes she’s made on my account. The nice lady in sales kindly informs me that there is no way to do what I want over the phone and I will just have to spend the hours in the store it will require to get service because the old iPhones require a special SIM card that can only be obtained by rescuing the princess going to an actual AT&T store. I kindly inform her that she must be mistaken since the SIM in my iPhone actually came from my AT&T Tilt. She argued. I hung up on her. I cannot abide idiocy and that was the kindest thing I could do at that moment. This was, of course after she checked my account at my request and told me unequivocally that there were absolutely no changes to my account despite what the first nice lady told me.
Later that night…texting becomes disabled on my phone. WTF have they done to my phone? Well, I can’t find out because the almighty AT&T doesn’t have a 24/7 call center. They’ve closed for the evening and now I’m stuck without my main medium of communication. Beauty. Anyone else notice that the AT&T emblem looks like the Death Star?
SO THE NEXT MORNING…
…on the way to work I ring them up yet again. The nice lady that took my call apologized profusely for the inconvenience that my outage had caused me. She then found the problem and fixed it. I haz txts againz!!!!!! And apparently my account is mysteriously on the Family Plan that I was unequivocally assured was not added. Curiouser and curiouser this becomes, no? All of this prompted me to launch into my tales of woe and betrayal on my previous call. The nice lady apologized again and helped make the necessary fixes to my account so I could go to the local store to get my new number and SIM card. She even gave me a $16 credit for my troubles. This call ends on a happy note.
BUT THAT’S NOT ALL…
I head out on my one hour lunch break to the closest AT&T store to finish up this whole ordeal. I show up and have about a three minute wait until someone helps me. This should worry everyone. No AT&T store I’ve ever been in has ever had less than a 45 minute wait to get help. The nice man whips out a SIM card and begins getting my new number set up for the old phone. After a bit of typing and clicking he gets a perplexed look on his face and announces that it appears his terminal locked while finalizing the new number. He starts over. The perplexed look returns and he picks up the phone to call someone at AT&T’s fully armed and operational battlestation. He spends some time on the phone explaining things and asks the stormtrooper rep to see if they can finish it for him since his station is on the fritz. Another minute or two passes and he gets an apologetic look. We are now 32 minutes into my lunch hour.
He asks if I recently closed another account on my name. I confirm that I did…back in April. He tells me that there is a balance on that account which is preventing the completion of the line addition. –Backstory to this: My ex-girlfriend’s phone was on that account. She missed a payment and the phone was suspended. I called and had them permanently suspend it as it was out of contract so she could pay it off and I could cancel it. All of that happened…in person…at an AT&T store. I was personally guaranteed by the nice people at the store at that time that there were no pending charges and there would never be another balance on that account as long as I live.– NOW, there is a balance. I get a phone number to call and retire to the exterior of the store because I didn’t want the people that have been so nice to me to hear what was about to escape my lips.
The nice lady that answered my call checked and confirmed that there was no balance on the day I cancelled. She also confirmed that despite my assurances otherwise, there was a bill cycle 3 DAYS LATER that put a $104 balance on said account…part of which was a RECONNECT FEE. I tried to reason with her and she was very understanding. She was also willing to work with me in any way possible as long as that way involved me giving them the $104 dollars I was assured I would never be charged. We are now 54 minutes into my lunch hour. I go ahead and pay it because it isn’t worth the rest of my workday to fight it.
I get my confirmation number for the payment and return inside to the nice man that has been helping me. He tries again and fails to add the line. He again calls his cohort on the small moon. He then proceeds to argue with the disembodied voice on the phone that I did in fact pay that bill just now and it was completely fine to finish adding my line. The arguing continues for several minutes. We are now 1 hour and 7 minutes into my lunch hour. Eventually the soulless wretch on the phone gives in and pushes my new line through. HURRAH! Then the nice man looks at me and mentions in an off-hand manner that there will be a $25 fee for adding this new line.
So to recap, we are 1 hour and 15 minutes into my lunch hour. I have now spent $129 more than I was told I would have to spend. AT&T has now sucked my meager savings over the past few months dry. THEY CHARGED ME TO ADD A LINE THAT THEY WILL CHARGE ME FOR. Everyone was kind. Everyone was understanding. Everyone was apologetic. Only one made any effort to compensate me for being financially raped. AT&T is a death star vampire. They will suck your money and your soul and your will to live. I’ve been a customer of theirs for over 10 years with wireless and even longer with various land lines and internet connections.
I would gladly fire a pair of photon torpedoes up their thermal exhaust port.