AeroCare
07-24-2009, 10:32 PM
While we usually get horror stories when we deal with AT&T, I wanted to write my positive story here.
I've been with AT&T since 1991 (Cellular One, Cingular, AT&T) and have had my same number since then. I've also been a loyal Handspring, Palm Pilot, ZIRE, etc user. In 2007 someone convinced me to buy a TREO 680 when they saw me always carrying a Palm Zire72 and my cellphone. I did it and was so glad!
Fast forward to a year ago when I bought an extra phone for my girlfriend. She just wanted something to talk to me, no frills and she picked a Nokia.
Well she passed away at the end of last year and now I was stuck with my TREO which up to this week still had 3 months left on the contract and hers had 9 months left on the contract.
I did an online chat session with AT&T and the lady said everything could be taken care of like I wanted. BTW, I didn't go to Best Buy because I found out they wouldn't have the power to make the changes I needed. My God-daughter is a Regional Big Boss at Best Buy and I asked her and she said no way they could help me, I'd have to go to an AT&T store.
I went to the store and wanted an iPhone. I could upgrade my TREO for $199 plus all the other crap they add to it or I could upgrade the Nokia for $299. It made more sense to upgrade the Nokia since it had 9 months left but I still had my TREO for 3 more months and it would cost me more too. Why pay for 2 phones and my number would still be on the TREO not the iPhone?
So I tried to convince the employee who as very nice but she couldn't help me. I asked to talk to the Store Manager and I got the Assistant Manager (who I really doubt was the AM). She told me the same thing, that they couldn't do anything so I asked to call Customer Service right there in the store to find out why the online chat girl told me I could. I had everything in writing since I printed out session.
Here's where the experience turned from bad to great:
The lady on the phone told me not to worry. She checked my history with them and told me that she would :
1- Cancel my Nokia 9 month contract - NO $175 CHARGE
2- Cancel my TREO 3 month contract - NO $175 CHARGE
3- Upgrade MY phone number to a $199 iPhone - NO $56 ACTIVATION CHARGE
4- There was another $35 charge somewhere there and she said - NO CHARGE
So since Wednesday I have my 3GS and I'm a happy camper. Just thought I'd share this with you. Next time you have a problem try online chat AND PRINT IT. Then go to the store and try to get it fixed. If they don't want to or say they can't help then call Customer Service right there and MAYBE you'll have the same good luck as I did, it can't hurt to try...
I've been with AT&T since 1991 (Cellular One, Cingular, AT&T) and have had my same number since then. I've also been a loyal Handspring, Palm Pilot, ZIRE, etc user. In 2007 someone convinced me to buy a TREO 680 when they saw me always carrying a Palm Zire72 and my cellphone. I did it and was so glad!
Fast forward to a year ago when I bought an extra phone for my girlfriend. She just wanted something to talk to me, no frills and she picked a Nokia.
Well she passed away at the end of last year and now I was stuck with my TREO which up to this week still had 3 months left on the contract and hers had 9 months left on the contract.
I did an online chat session with AT&T and the lady said everything could be taken care of like I wanted. BTW, I didn't go to Best Buy because I found out they wouldn't have the power to make the changes I needed. My God-daughter is a Regional Big Boss at Best Buy and I asked her and she said no way they could help me, I'd have to go to an AT&T store.
I went to the store and wanted an iPhone. I could upgrade my TREO for $199 plus all the other crap they add to it or I could upgrade the Nokia for $299. It made more sense to upgrade the Nokia since it had 9 months left but I still had my TREO for 3 more months and it would cost me more too. Why pay for 2 phones and my number would still be on the TREO not the iPhone?
So I tried to convince the employee who as very nice but she couldn't help me. I asked to talk to the Store Manager and I got the Assistant Manager (who I really doubt was the AM). She told me the same thing, that they couldn't do anything so I asked to call Customer Service right there in the store to find out why the online chat girl told me I could. I had everything in writing since I printed out session.
Here's where the experience turned from bad to great:
The lady on the phone told me not to worry. She checked my history with them and told me that she would :
1- Cancel my Nokia 9 month contract - NO $175 CHARGE
2- Cancel my TREO 3 month contract - NO $175 CHARGE
3- Upgrade MY phone number to a $199 iPhone - NO $56 ACTIVATION CHARGE
4- There was another $35 charge somewhere there and she said - NO CHARGE
So since Wednesday I have my 3GS and I'm a happy camper. Just thought I'd share this with you. Next time you have a problem try online chat AND PRINT IT. Then go to the store and try to get it fixed. If they don't want to or say they can't help then call Customer Service right there and MAYBE you'll have the same good luck as I did, it can't hurt to try...