A conversation with AT&T

January 8, 2008

angry phone In August, my wonderful fiancee bought me an iphone and I rejoiced. It was the Jesus phone and the only thing that I really wanted for my birthday, and she had managed to scrape together the money.

The phone has been wonderful in all respects, and I’ve been constantly amazed at how it continues to improve my life in little ways. I know how that sounds, but it’s the truth.

Apple had done something great, they had created a device that I wasn’t bored with one week after laying my grubby paws on it. Apple had managed the unthinkable. AT&T on the other hand…

Well, to be honest, AT&T hasn’t been horrible, but they’ve been bad enough that I’m now writing a blog about them.

The first problem was when I exchanged the phone 1 week after getting it (I think we all remember the price change debacle - well, I was one of the lucky ones that was still within the exchange period time line, and I exchanged my 4 gig for the 8 gig model). On the phone with AT&T, after telling me to pull out the sim card (all the while I sat there thinking “They’re not supposed to make me take out the sim card”) and jumping me through a bunch of hoops, they bluntly informed me that because I had switched phones I was going to lose the phone number that I had had for 6 years, and that they could redirect my call to Apple customer service.

Predictably, I told them they were crazy. I had to go out of town that weekend, and because my iPhone was inactive, I left it at home, all the while resenting the loss of my phone number.

Here’s the twist ending: When I got home and plugged it into my computer, it activated… with my phone number. I never got an explanation, and to be honest, I didn’t care - I got to keep my number, and sometimes that’s enough for me.

I’ve had to call them a couple of times since then (An overcharge that resulted in an AT&T credit, and to double-check what services I’m subscribed to) and every time I call, the “customer care” representative goes through the same routine, as soon as they hear that I have an iPhone, they immediately redirect my call to Apple customer service.

And the Apple customer service representative sighs and tells me that they have no control over AT&T features, which I already knew - but stuck with it on the off chance that they could perform a miracle.

Tonight I called AT&T because the Edge Network, which is an AT&T service, has been down all day. I just wanted to know why. You can probably guess the results.

After holding for 7 minutes

AT&T: Can you give me your information?
Me: Yes, here’s my information.
AT&T: How can I help you, Mr. Flowers?
Me:The Edge Network has been down all day, I just wanted to find out if there was an issue.
AT&T: No, there isn’t. I’m showing that we’re having voice outages in South Texas.
Me: I’m in North Texas, and it’s Edge not voice.
AT&T: What kind of phone do you have?
Me:(Pause)
Me:(Pause)
Me: An iPhone.
AT&T: I’m going to redirect you call to Apple, they’ll be able to help you with the problem.
Me: But the problem is through AT&T.
AT&T: But, I’m showing that there aren’t any problems with AT&T. And, the Apple Customer service will be able to help you with any iPhone issues.
Me: But, the problem is with Edge.
AT&T: Sir, I can’t help you, and Apple can. Would you like me to redirect your call?
Me: (Pause)
Me: Sure.

Five Minute Hold

Apple: Hello?
Me: Hello.
Apple: Can I help you?
Me: Yes, I’ve been redirected here because the Edge network seems to be down.
Apple: What’s your name, sir?
Me: Justin Flowers.
Apple: Justin, we don’t have control over the Edge network, that’s through AT&T.
Me: I KNOW! It’s ridiculous, but I was hoping that you might be able to tell me something.
Apple: Edge has been on and off all day, Justin, they shouldn’t have redirected you here.
Me: Oh, so other people have had problems?
Apple: Yeah, you need to call AT&T back and tell them to reconfigure your Edge Settings.
Me: Tell them just like that?
Apple: Yeah.
Me: Cool, thanks man.
Apple: You bet.

Recall AT&T

6 minute hold

AT&T: Can I have your information?
Me: Sure here it is.
AT&T: How can I help you, Mr. Flowers?
Me: Edge has been down all day - I was redirected to Apple, and told they couldn’t help - long story short I just need you to reconfigure my Edge Settings.
AT&T: Your settings?
Me: Yeah for the Edge Network.
AT&T: What’s that?
Me: Edge?
AT&T: Yes.
Me: (Pause)
Me: (Pause)
Me: The AT&T Edge network.
AT&T: Oh.
Me: It’s AT&T’s wireless internet.
AT&T: Oh.
Me: Can you reconfigure the settings?
AT&T: Just a moment, sir.
Me: You bet.

2 minutes - She’s still on the line, obviously having trouble tracking down the right script on her computer.

AT&T: Have you been having this problem all day?
Me: Yes. Wifi works fine. I tried resetting but it didn’t work.
AT&T: Ok.
AT&T: And you have an iPhone?
Me: Yes, but I’ve already talked to apple.

2 minute pause.

AT&T: And, it’s a problem with the internet?
Me: Yes, with the Edge network.
AT&T: Sir, you don’t have that, you have safari.
Me: (Breathing Slowly)
Me: (Pause)
Me: No ma’am, the internet connection is AT&T’s wireless network. The iPhone uses a browser called safari, but that is not the connection, it’s simply a browser.

1 minute pause.

AT&T: Mr. Flowers, I have bad news and not so good news.
Me: What’s that?
AT&T: I can’t help you with the internet, you’ll have to call Apple about that, because it’s not through AT&T.
Me: And the not so good news.
(If this were a slap-stick movie or a burlesque show, this is the point at which the drumroll would start.)
AT&T: Well, sir, the AT&T internet has been down all day.

In one breath she told me that Apple handles the “internet” and that the AT&T wireless internet has been down all day. You gotta love a world where a retarded monkey can get a job answering customer service calls.

I told her that was fine, and to please have a nice evening. I didn’t see any reason to confuse her with stone-cold logic.

02/19/2008 UPDATE:

I had exactly the same problem, again. I called AT&T again, ready for a problem. The representative answered the phone, asked me for my information and what the problem was, I told her and she asked me to hold for a moment.

The cutesy hold music kicked in for a few minutes and when the phone was picked up again on the other end it was an Apple representative.

AT&T = Horrible customer service.

Posted by flowersjustin | Filed Under blog