As some of you know, AT&T had a major wireless network outage in Hawaii that started yesterday morning and lasted until mid-morning today. It was kind of weird because some AT&T customers had service, others had intermittent service and some had no service whatsoever. It seem to really affect iPhone customers the most.
A lot of iPhone users are on Twitter and Facebook and boy, was there a lot of complaining going on in the past 24 hours. My PR diva friend Melissa (@melissa808) had several shouting matches with AT&T customer service representatives before finally taking her case to the airwaves. She was featured tonight in a news story on KITV. End result, she got a $17 credit. She seemed happy until we found out that another one of our friends got $70 for two phones with hardly a nasty word exchanged! I can’t repeat what Melissa said to me…it’s not suitable for blogging!
I did not ask for a credit as I seemed to have service for the most part. I am however, royally pissed at AT&T because of their stupid, stupid policies about upgrading to the iPhone. Matt wants to get an iPhone and now that the “old” iPhone 3G is only $99, I agreed to buy him one. Let me summarize my beef with AT&T.
AT&T Hawaii tells me that Matt can upgrade to any phone right now except the iPhone. He qualifies for the $99 price on October 2. So I complain further to national customer service and they tell me the same thing. Not one to give up, I call customer service two weeks later and am told that “as a valued customer, you can upgrade your son to the iPhone for $99.” Happiness!
Well Matt took forever and a day to find time to go to the Apple store to get his phone. We go there last night and find out that he doesn’t qualify after all. We hoof it to the AT&T kiosk and are told the same thing. I come home, mad as hell, and get into a pissing match with the idiot from customer service who tells me that the previous representative I spoke to gave me the wrong information! He then proceeds to tell me that we could, of course, upgrade right now to the old 3G for $299 (8 gig). Uh, excuse me but I bought my 3G (8 gig) in March of this year and paid $199. And you want me to pay $100 more for the exact same phone? I don’t think so! For another $100, Matt can get the new 3GS phone!
I know the only recourse I have is to pay $299 for the old iPhone (or $399 for the new one) but I’m not going to do it. It’s just wrong, plain and simple. Instead of rewarding me for being a loyal customer, they are punishing me by asking me to pay more money for an old device. Geez, in these tough economic times where people are questioning every expense, you’d think AT&T would try harder to keep their customers happy. Here I am, willing to “re-up” for another two year contract and pay an additional $30 per month for the data plan and they give me a hard time about the iPhone price.
And it gets worse. Matt’s phone is pretty much on its last legs and the warranty expires at the end of July. I asked what would happen if the phone crapped out before October 2. The customer service guy said that we can purchase a replacement phone but that would extend his contract renewal date by another 11 months! So instead of being able to purchase the old iPhone at $99 on October 2, he would have to wait until September 2010 to buy the iPhone. Unless of course, I cough up the $299 right now to buy him an old iPhone.
Are you confused? Yeah, me too and I’m really, really angry with this company. I hope that irate customers in Hawaii and around the world tell AT&T how they really feel, and cc Apple while you’re at it. Maybe if there’s a worldwide wave of anger directed at AT&T, we’ll see improvement in their overall service and perhaps some logic in their sales strategy.
Not holding my breath though. So son, you’ll need to be gentle with your existing phone until October 2. Mom is not buying you an iPhone for $299 when your college tuition is due in three weeks!