My horrific experience buying an Iphone with AT&T.

[AT&Tsucks99]

:frown: AT&T is the sole reason why my experience in buying a Iphone was horrible. In the months after the introduction to the Iphone, I studied the product, watched the keynote, 5-6 times, and checked the Apple site daily. The day of the release, I was number 2 in line at a Apple store, at 7:15am. Waiting for the Iphone didn’t bother me, its what I dealt with with At&t that lead me to cancel my service, port my number back to Verizon and take back my Iphone. The following list is my problems with Big Blue.

1.)Ringing up the purchase of the Iphone took many attempts. I was waiting at the counter for 25 minutes while they called 2 managers to process my transaction.
2.)I synced my Iphone at 6:50pm on Friday the day the Iphone came out, only to find that I had to wait for an email from AT&T to use any part of it. It took till Sunday to actually use my phone.
3.)Wait times to talk to a representative ranged from 5 minutes to 45 minutes. I called repeatedly approximately 25 times get the status of my activation of my Iphone. You can check my records. When I would talk to a representative, they said that all my information was correct and all I had to do was wait for an email saying that my Iphone was activated. So I waited and waited and waited and waited. It was like Christmas getting a gift and not having the batteries for it.:frown:
4.)Cell phone service on the GSM network was awful. When I would get a call from an AT&T wireless customer, the call was clear. When I would get a call from a Lan line, the call was clear also. When I would get a call from a Verizon customer on the CDMA network, it would disconnect and I would hear nothing from the other end.:frown:
5.)Call Waiting was never enabled with AT&T until I called them, even though I would change the settings through the phone.
6.)Call Forwarding was never enabled with AT&T until I called them, even though I would change the settings through the phone.
7.)Conference Calling was never enabled with AT&T until I called them, even though I would change the settings through the phone.
8.)The AT&T Edge network was garbage. It’s like a bad dream of using dial up once again.:frown:
9.)In my home, I was not able to use my phone. I would see a call coming in, I would have to run outside and then try to talk on the phone. If I was on my couch in my living room, right next to the window, I still would not get service.
10) AT&T had the nerve to send me a bill in the amount of $260 dollars for the first month’s service. Apparently they had made a mistake and put a $150 cancellation charge on my bill when I was never a AT&T customer in the first place. Another call to customer support for this one too!!!!

11) If that wasn’t enough, when I went to return my Iphone to the At&t store the guy at the counter had the nerve to ask me where the plastic wrapping was? And where the black earbuds were. I told him that there were no earbuds and didn’t save plastic that only protected the cover. Even though I had a receipt, he initially said I couldn’t return it because I didn’t have everything, (plastic and earbuds) and then after talking to a manager took it back.
12) $60 restocking fee was more than a smack in the face after all of the problems that I had.
13) At&T turned off my service immediately the day I took back my Iphone, not allowing Verizon a chance to port back my number. I had to call AT&T to turn back on my service, and then port back my number.
14) My last call to an AT&T rep was to pay my bill for usage time and make sure my account was disabled. She told me that my coverage area wasn’t the greatest for the Iphone and that if I lived a couple miles away, I wouldn’t have had the same problems that existed.
15) In my contact list, 2 people out of 90 names have AT&T. so what does that say about AT&T coverage in my area. I know this because I have there mobile addresses in case in need to send out a txt message through email to accounts like vtext.com


Its funny when I see commercials for AT&T and them not hearing the other person on the other end. That was my experience with friends and customer support. No one can hear you using AT&T. With Verizon, I can be in my grave with my cell phone and still get better coverage then I would with AT&T anywhere.

The Iphone itself was a work of art. :laugh2: I just wished it could be on a better service provider like Verizon.:frown:

[Zanthe]

Just a question: So you didn't check out AT&T's coverage area map BEFORE you bought the phone?

Also I have no idea why anybody would buy something like this on day 1 -- wouldn't you expect problems?

Not to be an a-hole but I think you experienced about what I would expect. Along with being 'first' comes a lot of risk and you have to expect to be a helper for working out the bugs. The whole process was new to everybody; Apple, AT&T and customers.

Just my 2¢. :D

[AT&Tsucks99]

No I didn't check the coverage map. I live in central NJ and expect to get coverage in this area. If I was in Kansas, then I would check the coverage map.

I expected problems, but not of this magnitude.

Point taken, and I agree, I was a helper, however when you spend $600 for a phone, $39 for activation, and $60 for monthly service, you should expect that the phone service works. I shouldn't have to run outside everytime I got a call. I could be under a rock and still get a call with Verizon.




Just a question: So you didn't check out AT&T's coverage area map BEFORE you bought the phone?

Also I have no idea why anybody would buy something like this on day 1 -- wouldn't you expect problems?

Not to be an a-hole but I think you experienced about what I would expect. Along with being 'first' comes a lot of risk and you have to expect to be a helper for working out the bugs. The whole process was new to everybody; Apple, AT&T and customers.

Just my 2¢. :D

[Zanthe]

No I didn't check the coverage map. I live in central NJ and expect to get coverage in this area. If I was in Kansas, then I would check the coverage map.

I expected problems, but not of this magnitude.

Point taken, and I agree, I was a helper, however when you spend $600 for a phone, $39 for activation, and $60 for monthly service, you should expect that the phone service works. I shouldn't have to run outside everytime I got a call. I could be under a rock and still get a call with Verizon.Fair enough.

But, this is why I have waited. I have been reading and trying to figure out the best way to see if the iPhone will work for me with the least possible damage.

At this point I feel like I know what the issues are. Unfortunately they are widespread and not common to everybody. So armed with that information I can better assess if the problems exist when I get the phone.

I'm thinking the best way to do this is just to buy the phone and activate since I am not an AT&T customer. If it works I'll just cancel the service within the first 30 days and then reactivate the service a week later having AT&T port over my cell number from Sprint. That seems to be the best way to minimize my exposure. IF all else fails I'll pay the restocking fee and wait for v2.0 or whatever.

[Silverado]

That was an awful experience.

I share your initial activation problems, some of your call quality problems and some dropped calls (a lot more than I had with T-Mobile, despite the "fewest dropped calls" false advertising, and I live in Boston). I also miss T-Mobile's customer service which was MUCH, MUCH better.

[Jagger97]

Yeah, I haven't gotten an iPhone yet myself, been taking the backseat and feeling out user response before I shell out $600 I really don't have...

Seems to me one of the biggest problems people have been having with the iPhone isn't with the unit itself, but with that horrible draft of misfortune called the exclusive carrier deal. I mean, this is probably the only thing keeping AT&T afloat, I've heard nothing but bad things about their service. Oh, unless you count the commercials that rave about it.

[iPastor]

I agree AT&T has a long way to go in the coverage and customer service area, your woes are not atypical. I've been chomping at the bit to grab up an iPhone. I'm holding out a bit longer to see if the iPhone can be unlocked and successfully ported to another service provider.

[linkerjpatrick]

I had the opposite experience at my local AT&T store. When it was a Cingular location half of their displays were broken and the service was so-so. When I went in to buy my iPhone that gave me the best service in any store I have received in a long time and the interior of the store looked great.

[Zanthe]

I had the opposite experience at my local AT&T store. When it was a Cingular location half of their displays were broken and the service was so-so. When I went in to buy my iPhone that gave me the best service in any store I have received in a long time and the interior of the store looked great.This is the point I was trying to make. The reviews are all over the board. Some customers love everything about it and others hate everything about it.

The only way to know for sure is to get one and try it and see what the results are for YOU. That is what I intend to do. The timing is still undetermined. :p

[Kolder]

This device is first and foremost a phone. If they don't have a solid network in your area, simply don't buy it. You will never be happy with a crappy network. Fortunately for me I live in a totally covered area where 90% of people have AT&T.

[theotherallen]

While AT&T works in some places very well, Verizon is horrible. That's my case. Thank GOD the iPhone wasn't on Verizon, because then I would have to deal with horrible service to use it; or not use it at all. All of my friends have AT&T and only a few have Verizon, and those people are switching once their contract is up. Just because YOU live in an area with crappy service, doesn't mean AT&T is a crappy service provider.

[AT&Tsucks99]

What state do you live in?


While AT&T works in some places very well, Verizon is horrible. That's my case. Thank GOD the iPhone wasn't on Verizon, because then I would have to deal with horrible service to use it; or not use it at all. All of my friends have AT&T and only a few have Verizon, and those people are switching once their contract is up. Just because YOU live in an area with crappy service, doesn't mean AT&T is a crappy service provider.

[hoits2000]

Shouldn't this be moved to the ATT thread?

[AT&Tsucks99]

http://www.pqdvd.com/blog/iphone/category/unlock-iPhone/


I agree AT&T has a long way to go in the coverage and customer service area, your woes are not atypical. I've been chomping at the bit to grab up an iPhone. I'm holding out a bit longer to see if the iPhone can be unlocked and successfully ported to another service provider.

[aggieman]

I so far have had a great experience with AT&T. The network isn't quite as great as Verizon, but here in Texas they are all pretty good. And the EDGE speeds are not bad at all when you have a good signal. Sorry to hear your experience was so bad. With me, my number was ported and iphone activated within 10 minutes, the longest part of which was downloading and installing itunes.

[AT&Tsucks99]

Like I said the Iphone is a work of art. I have nothing but great things to say about Apple. It really comes down to the service in your area. I should have never ported my number over and tested this for 2 weeks.

Lesson was learned.



Shouldn't this be moved to the ATT thread?

[Tinman]

No I didn't check the coverage map. I live in central NJ and expect to get coverage in this area. If I was in Kansas, then I would check the coverage map.
That's your argument for not checking coverage first... Jersey?! My only question is, what exit? :tounge:

Seriously, I would never--ever--change carriers without checking coverage first. You didn't and apparently paid the price for it. The iPhone had nothing to do with it.

Around here Verizon coverage is horrible (Sprint is better here) and indeed I had (still have) Sprint. But before buying an iPhone I thoroughly checked at&t's street-level coverage map.

My house, heck most of my city, was listed as being in a "moderate" coverage area. It doesn't get any lower than moderate, unless you consider "no coverage" lower. So I knew I would need to pay close attention to coverage--and I didn't port my number right away. Turns out my iPhone works just as well as my Sprint Treo, as far as coverage is concerned.

That said I am really no fan of any cellphone carrier. I had terrible CS at the at&t store where I bought my iPhone. Nothing major, but they tried to hit me with a restocking fee for a (non Apple) case that I returned (in original packaging). This after I explicitly asked if there was a restocking fee on accessories and was told, "no." Still, I could tell you horror stories about Sprint Stores too.

It's obvious at&t cannot work for you. Forget it and move on.



--
Mike

[Tinman]

I'm thinking the best way to do this is just to buy the phone and activate since I am not an AT&T customer. If it works I'll just cancel the service within the first 30 days and then reactivate the service a week later having AT&T port over my cell number from Sprint. That seems to be the best way to minimize my exposure.
Whoa there. No need to cancel at&t and then reactivate to port. You can keep the same line of service and port later on. That is what I intend to do with Sprint.

Also, there is a 14 day return period, not 30, for the iPhone. Unless you live in CA and CA law trumps the 14 day window.


--
Mike

[Silverado]

It's true that it's extremely important to check coverage before joining a mobile network. However, doesn't it make sense for the mobile carrier to tell you when you put your home address in that you can't really use their service in your home? I think it makes perfect sense... won't happen any time soon, but, if you really think about it, it's kind of crazy that they don't. You're getting a personal plan (not business) and you're supplying your home address. Unless you're committing fraud and that's not really your home, they know that in 99.99% of the cases you will want to use their phone in your home and they really owe you at least a warning telling you that the phone won't work (or will marginally work) in your home.

[AT&Tsucks99]

What sparked me in writing this was Apple's Share your Iphone Story that I saw today.


http://www.apple.com/iphone/share/


I am sure that my message went into a black hole with Apple, but I figured I would share this experience with everyone else.

If this phone could be on Verizon's CDMA, I would buy the phone back immediately. Its all about if you can make a call and actually hear the other person on the other end.

Does anyone know of a good forum of which States have better coverage areas of Wireless service?


Whoa there. No need to cancel at&t and then reactivate to port. You can keep the same line of service and port later on. That is what I intend to do with Sprint.

Also, there is a 14 day return period, not 30, for the iPhone. Unless you live in CA and CA law trumps the 14 day window.


--
Mike

[Tinman]

It's true that it's extremely important to check coverage before joining a mobile network. However, doesn't it make sense for the mobile carrier to tell you when you put your home address in that you can't really use their service in your home? I think it makes perfect sense... won't happen any time soon,
at&t does do that. If you live in an area with zero coverage you can't get the iPhone activated. at&t also has excellent coverage map tools.

As I noted in my post above, my house was listed as being in the poorest of coverage areas. Yet my iPhone works fine. I would have been ticked off if at&t blocked my activation because of coverage. And the only thing lower than the coverage around here is "no coverage" (or partner coverage).

You want to talk about confusing and odd coverage maps, go to Verizon.com. For starters the display starts out showing America's Choice--but only for accounts "Initiated before 2/21/05." Great way to treat new potential customers. Then there are maps for America's Choice Initiated on or after 2/21/05, National SingleRate, INpulses/EasyPay, and then--finally--Verizon Wireless Network (the one that matters most, IMO). This doesn't count the, separate, data coverage maps. If one doesn't know to check-off Verizon Wireless Network they might not realize what native Verizon coverage is like. And Verizon will happily sell me service, where they have zero native coverage (NW AZ). I don't fault them for this, caveat emptor and all that, but I don't like that their coverage map doesn't show native coverage unless you change the default view.

So again, no carrier is perfect.



--
Mike

[brojimh]

I can't stand AT&T. That's why I have a phone with Verizon and one with Nextel/Sprint.

The ONLY reason I came back was for the iPhone.

I bought my iPhone on 7/20/07, several weeks after the debut just for that reason--I expected a quag at AT&T so I waited. . . and guess what I got? I still got a quag!

The actual purchase experience, in the store was ok. They ran a credit check and the whole thing lasted only about 10 mins. I was satisfied.

Then I called to have it activated and that's when the bottom fell out of my warm and fuzzy from the purchase.

It took me a little over 4 hours to get it activated. I had to talk with 6 different people and they even wanted to run another credit check becuase they number I gave them (off of my receipt from the AT&T Store) to prove my credit check didn't pull up anything.

They eventually found it---there were too many problems for me to even type.

It was a nightmare!!!!

All I can say is that AT&T should drop to their knees and thank Steve-o for using them or I and many more would not be back with them.

Imagine how many more iPhones Apple would have sold if they could be used with AT&T AND Verizon or Sprint or T-Mobile.

[Zanthe]

Whoa there. No need to cancel at&t and then reactivate to port. You can keep the same line of service and port later on. That is what I intend to do with Sprint.Hmmm...I asked that question specifically and the AT&T guy on the phone said "I don't think so" when I asked if I could port my number over the new number that was assigned. I'll have to look into that a little further.

Also, there is a 14 day return period, not 30, for the iPhone. Unless you live in CA and CA law trumps the 14 day window.Yes I understand that. 14 days for the phone but 30 days for the AT&T service.

I'm gonna have to nail these guys down a little more throughly before I jump into this. I don't want to get stuck for the restocking fee and be stuck with AT&T if it doesn't work out.

[papabro]

I had read a lot of the horror stories about at&t and their customer service. I have called them twice now and have been verify satisfied with the service they have provided over the phone. 1. I initially called to complain that I could make calls but any incoming calls were still going to my verizon phone. After being transfered once to the qualified person to handle my situation, I was receiving calls on my iphone after a quick ten minute call. They even called my iphone to verify that it was working properly. 2. I had read in one of these forums that new at&t customers were being denied immediate international roaming activation. I am going to Europe next week and of course would like to take my phone with me. Again after being transferd to the correct person I had my international roaming activated in 5 minutes total time. For me, the two times I have called ther 800 number I have received prompt service. :smile:

[Zanthe]

at&t does do that. If you live in an area with zero coverage you can't get the iPhone activated. at&t also has excellent coverage map tools.

As I noted in my post above, my house was listed as being in the poorest of coverage areas. Yet my iPhone works fine. I would have been ticked off if at&t blocked my activation because of coverage. And the only thing lower than the coverage around here is "no coverage" (or partner coverage).

You want to talk about confusing and odd coverage maps, go to Verizon.com. For starters the display starts out showing America's Choice--but only for accounts "Initiated before 2/21/05." Great way to treat new potential customers. Then there are maps for America's Choice Initiated on or after 2/21/05, National SingleRate, INpulses/EasyPay, and then--finally--Verizon Wireless Network (the one that matters most, IMO). This doesn't count the, separate, data coverage maps. If one doesn't know to check-off Verizon Wireless Network they might not realize what native Verizon coverage is like. And Verizon will happily sell me service, where they have zero native coverage (NW AZ). I don't fault them for this, caveat emptor and all that, but I don't like that their coverage map doesn't show native coverage unless you change the default view.

So again, no carrier is perfect.



--
MikeWhy I'm worried? I have Sprint (been with them for 10 years) and switched to a Treo 700p. I had very little problems with my Sanyo 8300 at my home/home office. But the Treo drops call like crazy at my house and it's terrible. I can't deal with it. In fact I had to switch back to my Sanyo while I think about this problem.

The AT&T coverage map shows my house to be in the "best" service area. Odd.

Again the only way to really find out for sure is to get the phone and try it. Just trying to cross all the t's and dot all the i's before I get jammed again!

[Tinman]

Yes I understand that. 14 days for the phone but 30 days for the AT&T service.
No it's 14 days for both. Are you in CA?

EDIT: Looks like there are two versions of the return terms floating around. The one that came with my iPhone states only that within 14 days the ETF will be waived. No mention of 30 days at all. But I just read this, which does mention 30 days:Subscriber must live and have a mailing address within AT&T’s owned network coverage area. An early termination fee of $175 applies if service is terminated before the end of the contract term. If phone is returned within 3 days, activation fee will be refunded. If phone is returned within 14 days in like-new condition with all components, early termination fee will be waived. Service may be cancelled[sic] after 14 days but within 30 days and early termination fee will be waived, but equipment may not be returned.
http://www.wireless.att.com/learn/articles-resources/iphone-terms.jsp

The one that came with my iPhone (not in the box) says the same thing, minus this sentence: "Service may be cancelled[sic] after 14 days but within 30 days and early termination fee will be waived, but equipment may not be returned."

Hmmmm....

--
Mike

[Tinman]

Why I'm worried? I have Sprint (been with them for 10 years) and switched to a Treo 700p. I had very little problems with my Sanyo 8300 at my home/home office. But the Treo drops call like crazy at my house and it's terrible. I can't deal with it. In fact I had to switch back to my Sanyo while I think about this problem.
Interesting. I had a Sanyo 8300 before my Treo--and agree the Treo was a step down as far as RF performance was concerned (and I live in a well-covered Sprint area--except for EV-DO, which we don't have at all).

Fortunately my iPhone, even with poorer at&t coverage around here, works better than my Treo.


The AT&T coverage map shows my house to be in the "best" service area. Odd.
Is it odd because you know this to not be true, or just odd as in surprised?


Again the only way to really find out for sure is to get the phone and try it. Just trying to cross all the t's and dot all the i's before I get jammed again!
Yep, that's the only real way to know for sure: try it where you'll use it most. In my case I was going to do my best to test it out within 3 days, so I wouldn't have any additional expense other then the restocking fee (if you cancel service within 3 days the activation fee is waived).


--
Mike

[Soulquarian]

That was an awful experience.

I share your initial activation problems, some of your call quality problems and some dropped calls (a lot more than I had with T-Mobile, despite the "fewest dropped calls" false advertising, and I live in Boston). I also miss T-Mobile's customer service which was MUCH, MUCH better.

You realize that T-mobile does not have it's own network and pays money to AT&T to borrow theirs right?

Folks, if you think that one company has better customer service than another, you're fooling yourself. There are too many variables. How many times have you gone to work, and just didn't feel like helping someone? We've all felt that at one point at work. Reps from all the Cellular service providers make pretty much the same wages, so it's not a case of better service coming as a result of better wages either.

To argue these points is moot at best. Cellular Service is one thing, but Customer Service is far too inconsistent to gauge.

[fosterhere]

Well I just have to weigh in here cause I just got off the phone with ATT for no other reason than to vent to someone and go Geeezuz COME ON GUYS GET IT TOGETHER !!!!

Like many who have posted I ported over to ATT for the iPhone NO OTHER reason would have made me switch from Verizon. My verizon coverage from day one 5 years ago has been the closest thing to a land line I've known from a cell phone. I never missed a call.

ATT SUX'S I live about 45 mi north of NYC ATT says my coverage is "The BEST" they got. Yea well guess what I cant get service in my own house. there are spots that I get full bars and 1ft away I get NOTHING if Im on a call an I turn my head the wrong way I end up looking like those commercials talking to dead air. Oh and forget about getting calls my iPhone is a $600 answering machine about 30% of my calls go directly to voice mail with out ever ringing. I just get that little red dot that lets me know I have voicemail. I have to resort to texting with people because I know that what I need them to know will get through. I give people my home number when Im close to my house so I know I have a better chance of getting them on my land line. All these things you start to do unconsciencly but then you realize WTF why am I making all these sacrifices because the NETWORK can't make a stinking PHONE call. Yea the iPhone is AMAZING but you give up the PHONE part with ATT.

Oh and FWIW the ATT rep that listened to my rant was nice and polite and said maybe I should trying taking it back and getting a new Sim card.

WHATEVER ATT SUX'S

[Zanthe]

Is it odd because you know this to not be true, or just odd as in surprised?Odd because I'm surprised. I live down by the water in a city that Sprint tells me they won't let them put new towers, yada, yada, yada. So I wonder where the "best" signal is gonna come from using the AT&T network.

Whatever, I'm encouraged but still have to do some leg work to be sure (as sure as I can be) that I won't get screwed (other than maybe the restocking fee.)

I'm pretty sure that canceling the service within 30 days gets 'ya off the hook for the early termination clause. BUT I have to go over that again with somebody. *sigh*

Yep, that's the only real way to know for sure: try it where you'll use it most. In my case I was going to do my best to test it out within 3 days, so I wouldn't have any additional expense other then the restocking fee (if you cancel service within 3 days the activation fee is waived)

--
MikeQuoted for truth. :D

Edit: Incidentally are there any iPhone users who are in the Seattle/North Seattle/Edmonds area who might be able to shed more light on the reception issue?

[fosterhere]

FWIW this is ATT's LIE about the "BEST" coverage in my area.

http://i107.photobucket.com/albums/m320/fosterhere/NT_Streets_Cingular_US_f10068aps002.net1986946634. jpg

I live on MAIN ST. In Cold Spring NY. This map is why I bought the iPhone. I'm sitting in my house now I would gladly post my phone number and take a nap cause I will not be woken by the ring and you all could leave a message in my VOICEMAIL :(

[Zanthe]

FWIW this is ATT's LIE about the "BEST" coverage in my area.

I live on MAIN ST. In Cold Spring NY. This map is why I bought the iPhone. I'm sitting in my house now I would gladly post my phone number and take a nap cause I will not be woken by the ring and you all could leave a message in my VOICEMAIL :(Dude, your house is in the water. :eek:

[fosterhere]

Dude, your house is in the water. :eek:

10516 zip-code thumb tack :D
I live on Main St ;) But I do spend a lot of time ON the water :)

[AT&Tsucks99]

This is where I am calling from. Thank god I took this back.


10516 zip-code thumb tack :D
I live on Main St ;) But I do spend a lot of time ON the water :)

[Silverado]

You realize that T-mobile does not have it's own network and pays money to AT&T to borrow theirs right?

Folks, if you think that one company has better customer service than another, you're fooling yourself. There are too many variables. How many times have you gone to work, and just didn't feel like helping someone? We've all felt that at one point at work. Reps from all the Cellular service providers make pretty much the same wages, so it's not a case of better service coming as a result of better wages either.

To argue these points is moot at best. Cellular Service is one thing, but Customer Service is far too inconsistent to gauge.

This is weird. You're telling me that I don't know how to judge call quality or customer service. If this were a 1-on-1 conversation I would just walk away because there does not appear to be any point in talking to you. But since others are reading this I'll respond.

I've been a T-mobile customer for 5 years. I have made calls on their network almost every day from and to work and my calls didn't get dropped. I got my iPhone and made the same calls on the same routes, my calls get dropped AND the call quality is considerably worse. Now another possible explanation is that the iPhone is worse than all the phones i ever used on T-Mobile. Still, however, if the categorical statement you're making is true, how could AT&T say that they have the fewest dropped calls among all other networks? Wouldn't T-Mobiole be just as good?

I can't even begin to answer the second point. Your basically saying no one can have better customer service than anyone else. Wow, you should write an article about that and publish it as I'm sure many executives would love to learn that. I've used Sprint, T-mobile and AT&T and there is a SIGNIFICANT difference in the level of expetiese, efficiency and courtesy in favor of T-mobile. If you want to dispute this, tell me about your specific experience, otherwise I suggest you keep your theories to yourself.

[Soulquarian]

This is weird. You're telling me that I don't know how to judge call quality or customer service. If this were a 1-on-1 conversation I would just walk away because there does not appear to be any point in talking to you. But since others are reading this I'll respond.

I agreed with you on the service part... that can be proven. But to say AT&T has worse Customer Service is silly. It's all relative. How can one company have better CS than another? Are they pulling from so magical source of employees with great dispositions? It's all relative. Customer Service can never really be accurately guaged. Usually, when a person has great customer service, they never speak up about it. One bad CS interaction though, and people go out of their way to let the world know.


I've been a T-mobile customer for 5 years. I have made calls on their network almost every day from and to work and my calls didn't get dropped. I got my iPhone and made the same calls on the same routes, my calls get dropped AND the call quality is considerably worse. Now another possible explanation is that the iPhone is worse than all the phones i ever used on T-Mobile. Still, however, if the categorical statement you're making is true, how could AT&T say that they have the fewest dropped calls among all other networks? Wouldn't T-Mobiole be just as good?


Ever wonder why your t-mobile phone takes a SIM card? They use AT&T's network. I live in L.A., there are advertisements that say T-Mobile has the fewest dropped calls in L.A...

If T-Mobile began advertising that THEY have the fewest dropped calls, wouldn't you think AT&T would take back their service?

http://www.areyouageek.com/geek/2007/01/31/t-mobile-pearl-saying-cingular/

Old and a bit outdated, but still some good info:

http://forums.wirelessadvisor.com/at-t-users-formerly-cingular-wireless/2848-t-mobile-cingular-joint-venture-nyc.html


I can't even begin to answer the second point. Your basically saying no one can have better customer service than anyone else. Wow, you should write an article about that and publish it as I'm sure many executives would love to learn that. I've used Sprint, T-mobile and AT&T and there is a SIGNIFICANT difference in the level of expetiese, efficiency and courtesy in favor of T-mobile. If you want to dispute this, tell me about your specific experience, otherwise I suggest you keep your theories to yourself.

It's all relative. I've had Sprint, and their customer service sucked a**. However, it would be stupid of me to try and say one company has better CS than another. Have you called every rep in their companies? There are probably millions of calls a day to wireless providers' Customer Service departments. You've probably called less than once a day. Scientifically speaking, your pool of experiences in relation to sum of all interactions is grossly insufficient.

It just doesn't make sense that there could be that much of a difference.

[kisstine]

My personal experience with Cingular's network has been MUCH better than when I was with Verizon. I think the customer service has gotten worse since AT&T took over, but I've never had stellar CS from a cell phone company.

Anyway, I wanted to chime in because our house is in a "moderate coverage" area, but not all of us experience crappy signal strength - it depends on the phone. My old Audiovox SMT5600 got virtually no signal in the house at all. My teenage daughter, however, has always gotten a nice, strong signal on her low-end-two-year-old flip phone and has no problem keeping a connection. My iPhone almost always has 4 bars and I am THRILLED. If it did NOTHING else, it would be worth the $600... but it does do SO much more.

I guess my point is that I don't think you can make blanket statements about things that have as many variables as cellular phone service.

(I'm also a little confused about the original post which states that you were 2nd in line at an Apple store, but then details what seems to have been a poor purchase experience at an AT&T store. ???)

[Soulquarian]

My personal experience with Cingular's network has been MUCH better than when I was with Verizon. I think the customer service has gotten worse since AT&T took over, but I've never had stellar CS from a cell phone company.

Nothing's changed internally with Cingular going AT&T. It's purely a marketing technique because of brand recognition. The most commonly heard thing in AT&T stores is "Your service sucks since AT&T took over". How so when nothing's changed but the colors?

AT&T has hired more people to cover the iPhone release, so that may be a reason why CS hasn't been that great. Who knows for sure.

[Silverado]

Soulquarian:

Most of the world uses phones that take SIM cards (i.e., use GSM technology), and it's not because the world uses AT&T's network :D

What you're saying is correct in some states, most notably CA, but certainly not True everywhere. T-Mobile's predecessor company (VoiceStream) had a GSM network where I live before AT&T Wireless (Cingular's predecessor) switched to GSM. You should get your facts straight before making sweeping generalizations. Carriers often have roaming agreements to cover areas they don't have service in, but your sweeping statement is definitely false. Also the first article you referenced is full of errorsfor the same reasons and more. For example t-mobile's phones are definitely locked. I didn't bother reading the second.

How can you say Sprint's service sucked then say that you can't judge customer service and that it's all relative. And based on your logic how can any company be better than another in anything?! :) Have you heard of better management? Better training? Better incentives? Employee ownership?! Sheesh.
I am very comfortable with my own sampling to state that tmobile's customer service is on overage significantly better than AT&T's. Have you heard of sampling?

Have you ever called t-mobile?

[Soulquarian]

Soulquarian:

Most of the world uses phones that take SIM cards (i.e., use GSM technology), and it's not because the world uses AT&T's network :D

But only two companies in the states use them. Case in point.

What you're saying is correct in some states, most notably CA, but certainly not True everywhere. T-Mobile's predecessor company (VoiceStream) had a GSM network where I live before AT&T Wireless (Cingular's predecessor) switched to GSM. You should get your facts straight before making sweeping generalizations. Carriers often have roaming agreements to cover areas they don't have service in, but your sweeping statement is definitely false. Also the first article you referenced is full of errorsfor the same reasons and more. For example t-mobile's phones are definitely locked. I didn't bother reading the second.

If you say so. It's a well known fact within the industry that several companies borrow service from other users. I know several ex-t-mobile employees who tell me that customers would always come in asking why their t-mobile phone said Cingular on it.

And while t-mobile phones are locked as of now, this was not always true. I work at an AT&T corporate store, and we use an old t-mobile phone to test issues like this.


How can you say Sprint's service sucked then say that you can't judge customer service and that it's all relative. And based on your logic how can any company be better than another in anything?! :) Have you heard of better management? Better training? Better incentives? Employee ownership?! Sheesh.


Like I said before, we all get more or less paid the same. We have several employees at my store that worked for t-mobile. They actually got paid more. There's no better incentive than higher wages. Look at the problem Disneyland is having with it's high turnover rate!

Also, my experience with Sprint was just that... my experience. I would never say to anyone that "Sprint's Customer Service Sucks". That's too broad of a statement. However, if I preface it with the fact that I'm going off of my own experiences, it makes sense. I did experience longer wait times with Sprint when I needed to talk to a live person, but that was a long time ago. I've had Cingular since 2004.


I am very comfortable with my own sampling to state that tmobile's customer service is on overage significantly better than AT&T's. Have you heard of sampling?


Your sample is scientifically insignificant. That's like saying a potato chip in your bag is broken, so therefore, the entire companies product sucks lol.

[Silverado]

Your sample is scientifically insignificant. That's like saying a potato chip in your bag is broken, so therefore, the entire companies product sucks lol.

You don't like my sampling? OK, how about JD Power and Associates?

Best in 2007:
http://www.jdpower.com/corporate/news/releases/pressrelease.aspx?ID=2007118
Scroll to the bottom to see the graph. Also note how it says that "T-Mobile Ranks Highest in Wireless Customer Care Performance for a Sixth Consecutive Reporting Period", i.e., for 6 years!

Actually, AT&T moved up in 2007 but in '06 and '05 they were second from the bottom (didn't look up the other years).

LOL. I didn't even know this existed, I just searched the web and found it.

[Soulquarian]

You don't like my sampling? OK, how about JD Power and Associates?

Best in 2007:
http://www.jdpower.com/corporate/news/releases/pressrelease.aspx?ID=2007118
Scroll to the bottom to see the graph. Also note how it says that "T-Mobile Ranks Highest in Wireless Customer Care Performance for a Sixth Consecutive Reporting Period", i.e., for 6 years!

Actually, AT&T moved up in 2007 but in '06 and '05 they were second from the bottom (didn't look up the other years).

LOL. I didn't even know this existed, I just searched the web and found it.

Did you read the part about call quality being a factor?


In particular, 28 percent of wireless customers with service problems contacted their carrier due to call quality issues, which is down considerably from 48 percent in 2004.



Really there's nothing that can be done if your call quality sucks other than maybe change the SIM or exchange the phone.

Kudos to T-Mobile, but it still doesn't change the fact of too many variables.

[OJsakila]

This is the point I was trying to make. The reviews are all over the board. Some customers love everything about it and others hate everything about it.

The only way to know for sure is to get one and try it and see what the results are for YOU. That is what I intend to do. The timing is still undetermined. :p

my phone has none of these problems. This phone is perfect for me. However customer service with att takes a backseat to tmobile

[MikeT77]

I live on Long Island and commute into Manhattan for work every day for the last 7 years. I had AT&T for a few years up until November 2003; the only reason I switched was because a friend at work told me T-Mobile was good and I really wanted a Samsung phone they had at the time. Shortly after switching, I regretted the change. I got great reception and service in Manhattan, but once back out on LI, it was terrible for me. Dropped calls, calls going to voicemail because the service reception was non existent, etc. In November 2004, I switched to Cingular, knowing that AT&T and Cingular were merging and would become the same company. Since November 2004, I have not had one problem...I can count on both hands the number of calls that have been dropped in almost 3 years. Every time I've called customer service for an issue, it's been handled pretty quickly, easily and with courtesy. I am extremely happy with the service and with my iPhone. I bought it 2 weeks after it came out and my activation took less then 5 minutes.

From the above and from what others have written, you can take the following:

If you switched to AT&T from another carrier, the chance that you had activation problems or a long wait were probably greatly increased. When I went from AT&T to T-Mobile, it took 5 days to port my number!

The reception you get is dependant on where you live and the places you'll be using the phone; if your area has little to no coverage, then don't try to switch to AT&T because you'll just end up frustrated. I travelled to LA, Toronto, Chicago and Stamford for work this year and brought my AT&T phone....and had no problems with calls.

AT&T service doesn't "suck" just because you (an individual) have a problem with it. If it sucks so much, then why (before the iPhone) would AT&T be able to maintain the subscriber level that they have? If I had a service that I wasn't happy with (and I did), I would let my year expire and then switch to where I would be happy. There are obvisouly more then enough people satisfied with AT&T's service that they stay with the company. You may not have had a good experience with the service, but that hardly qualifies it for the generalization that it "sucks."

[AT&Tsucks99]

I am responding to this post:

(I'm also a little confused about the original post which states that you were 2nd in line at an Apple store, but then details what seems to have been a poor purchase experience at an AT&T store. ???)

Yes, I was second in line. I sat outside all day and waited for the Iphone. I took off work that Friday and waited till 6pm. That didn't bother me because there were very nice people in line. However when I got inside, I had to wait 25 minutes to conduct my transaction (The guy at the counter had problems understanding how to use the Online Tranaction part and held up my purchase, do I need to further explain? (Example: scanning my the barcode on my bag?????? What did that solve?????? Is that enough evidence?????????) From that moment I should have known that I wasn't going to have any luck with this phone. When someone pays that kind of money they expect to have the basic part (the phone) to work.

Honestly, if Verizon (which in my area seems to have the best coverage) sold the Iphone, I don't think I would be posting to this thread because I dont see that I would have had all these problems. However with At&T in this area, (NY/NJ) the reception is absolutely horrible. I really want to own a Iphone. I am a shareholder, a options holder and a big fan of Apple. However I am left in the dark here on the east coast with not being able to get a Iphone because the Iphone would be the only phone that I have. I do not have a house line that would want to buy in addition.

It seems to me like people in California, Arizona, Texas and so on, do not have these problems because of there GSM coverage being better in there areas.



My personal experience with Cingular's network has been MUCH better than when I was with Verizon. I think the customer service has gotten worse since AT&T took over, but I've never had stellar CS from a cell phone company.

Anyway, I wanted to chime in because our house is in a "moderate coverage" area, but not all of us experience crappy signal strength - it depends on the phone. My old Audiovox SMT5600 got virtually no signal in the house at all. My teenage daughter, however, has always gotten a nice, strong signal on her low-end-two-year-old flip phone and has no problem keeping a connection. My iPhone almost always has 4 bars and I am THRILLED. If it did NOTHING else, it would be worth the $600... but it does do SO much more.

I guess my point is that I don't think you can make blanket statements about things that have as many variables as cellular phone service.

(I'm also a little confused about the original post which states that you were 2nd in line at an Apple store, but then details what seems to have been a poor purchase experience at an AT&T store. ???)

[AT&Tsucks99]

Point taken.... have you ever used Verizon in this area?


I live on Long Island and commute into Manhattan for work every day for the last 7 years. I had AT&T for a few years up until November 2003; the only reason I switched was because a friend at work told me T-Mobile was good and I really wanted a Samsung phone they had at the time. Shortly after switching, I regretted the change. I got great reception and service in Manhattan, but once back out on LI, it was terrible for me. Dropped calls, calls going to voicemail because the service reception was non existent, etc. In November 2004, I switched to Cingular, knowing that AT&T and Cingular were merging and would become the same company. Since November 2004, I have not had one problem...I can count on both hands the number of calls that have been dropped in almost 3 years. Every time I've called customer service for an issue, it's been handled pretty quickly, easily and with courtesy. I am extremely happy with the service and with my iPhone. I bought it 2 weeks after it came out and my activation took less then 5 minutes.

From the above and from what others have written, you can take the following:

If you switched to AT&T from another carrier, the chance that you had activation problems or a long wait were probably greatly increased. When I went from AT&T to T-Mobile, it took 5 days to port my number!

The reception you get is dependant on where you live and the places you'll be using the phone; if your area has little to no coverage, then don't try to switch to AT&T because you'll just end up frustrated. I travelled to LA, Toronto, Chicago and Stamford for work this year and brought my AT&T phone....and had no problems with calls.

AT&T service doesn't "suck" just because you (an individual) have a problem with it. If it sucks so much, then why (before the iPhone) would AT&T be able to maintain the subscriber level that they have? If I had a service that I wasn't happy with (and I did), I would let my year expire and then switch to where I would be happy. There are obvisouly more then enough people satisfied with AT&T's service that they stay with the company. You may not have had a good experience with the service, but that hardly qualifies it for the generalization that it "sucks."

[AT&Tsucks99]

Thanks for the post. I never considered Tmobile.



You don't like my sampling? OK, how about JD Power and Associates?

Best in 2007:
http://www.jdpower.com/corporate/news/releases/pressrelease.aspx?ID=2007118
Scroll to the bottom to see the graph. Also note how it says that "T-Mobile Ranks Highest in Wireless Customer Care Performance for a Sixth Consecutive Reporting Period", i.e., for 6 years!

Actually, AT&T moved up in 2007 but in '06 and '05 they were second from the bottom (didn't look up the other years).

LOL. I didn't even know this existed, I just searched the web and found it.

[MikeT77]

Point taken.... have you ever used Verizon in this area?

I haven't used it in the NY/LI area, but my brother has it and likes it...I think AT&T, Sprint & Verizon all work in NY because of the area (big city, big businesses, etc.)....