blog.noetech.com

AT&T Wireless

After getting home from the Powerhouse on Friday night I dropped my phone into some water. I'll let you guess where. I was a little drunk you see.

So today I went about acquiring a new phone. I've wanted a Sony Ericsson T610 to replace my T68i for awhile so I gave AT&T Wireless a call. What ensued is, in my opinion, a perfect example of how not to treat your customers. It started when I was quoted a price of $150 for the phone with a two year contract. This is $50 more than a new customer would pay. I understand the need to pull in new customers, but you would think that rewarding your loyal customers would be high on their list as well. At least to me, it seems crazy to charge customers that have been with you for two years more.

And now with the ability to take your numbers with you, it seems even more prudent to make sure your current subscribers get good deals. I could leave and go to T-Mobile with no changes and get the phone I want for less. Makes no sense.

So I asked to speak to someone else to relay my dismay and I was transfered to a "Resolution Specialist". I always make it a point to make sure that my complaints get through to someone at a company when I'm going to stop using their service. I like to think that it gets heard and maybe some changes will be made in the future. I'm optimistic you see.

So I'm explaining to the "Resolution Specialist" my point of view, and I swear I was doing it nicely, when she goes off on me. Screaming, she says:

Welcome to business.

and

We are a wireless provider, we are not in the business of supplying wireless phones.

Um...what? I'm pretty sure they sell phones.

You would think that would be it for me and AT&T, but I'm lazy. After looking around I realized that I would have to sign a contract with another provider to get the phone for $100, and I hate contracts. Since I've never had one with AT&T and I'm fairly happy with the quality of service, not customer service, I decided to just buy the phone outright through them and worry about switching companies later.

So la de da, I order the phone and they bill my account. Since I'm already on the phone with them, I figure it's time to get a local LA number. This is where it moves away from anger and turns incredibly funny.

It seems, in order to give you a new number they need to cancel your old account and open up a new one. The problem being that the plan I'm on and have been on for two years, is no longer available. I don't use my phone much so I've been happy with 600 anytime minutes and 3000 nights and weekends. The plan they offer now for the same price is just 400 minutes. That's it. Mind you I never had a contract with them, that was the plan they just offered. In order to get anywhere close to what I had, I now need to either pay $20 more a month and live with only 800 anytime minutes or sign a one year contract and get unlimited nights and weekends.

I wanted to switch companies, and now I'm stuck with them for a year. My laziness knows no bounds when it comes utilities.

Well next year I tell you, I'm switching.