iPhone finally activated after 63 hours!
Yes! I finally was able get my iPhone activated! The secret: calling 877-800-3701 -- I sat on hold for about an hour, but got a tired-sounding woman who had me up and running inside of ten minutes. She got the phone activated and wouldn't get off the line until I'd successfully placed a call.
AT&T -- THAT IS WHAT YOUR EMPLOYEES SHOULD BE DOING! HELPING, NOT LYING!
What a concept.
Seriously, if this were just a technical issue that had held up the activation, I wouldn't be so annoyed. I've been dealing with computers as a computer tech, computer consultant, and computer trainer, and I understand computers can be a pain and they don't always work.
I'm not saying I'm not critical of AT&T for their lack of foresight in not adding enough servers to handle the extra load of all of the people trying to activate their new iPhones -- they definitely screwed up there.
The big problem I have is the way their employees consistently either failed to do what they were supposed to do through incompetence, or laziness, or dishonesty.
The "blue" vs. "orange" issue should've been spotted and corrected the first call I made.
The guy in India didn't switch my plan when he said he had, and so lied to me (or was so incompetent at using the system he was presumably trained on that he couldn't tell he hadn't done what he claimed he'd done).
The orange/blue issue definitely should've been fixed on the second call when the woman at the AT&T store clearly told the guy on the phone that I needed to be switched over from the old blue system to the current orange system. But he didn't.
The third call I made shouldn't have said she couldn't help me, put me on hold, made me wait for close to an hour before I was hung up on.
The fourth call shouldn't have deactivated my old phone, and either lied or been so poorly trained as to think that I'd be able to access my voicemail, and should have offered to forward my calls since my outgoing voicemail message no longer was the one I'd recorded (and so any potential clients, and many return clients could easily think they had the wrong number or I'd gone out of business)...
He also presumably could have activated me the way the last person I spoke did -- it took her less than ten minutes, and she had the good customer service training to make sure it worked before I got off the phone.
Overall, this is without question the worst customer service experience I've ever had. By a long shot. Amazingly bad.
Steve Jobs must be fuming, considering what a perfectionist he is.
AT&T -- THAT IS WHAT YOUR EMPLOYEES SHOULD BE DOING! HELPING, NOT LYING!
What a concept.
Seriously, if this were just a technical issue that had held up the activation, I wouldn't be so annoyed. I've been dealing with computers as a computer tech, computer consultant, and computer trainer, and I understand computers can be a pain and they don't always work.
I'm not saying I'm not critical of AT&T for their lack of foresight in not adding enough servers to handle the extra load of all of the people trying to activate their new iPhones -- they definitely screwed up there.
The big problem I have is the way their employees consistently either failed to do what they were supposed to do through incompetence, or laziness, or dishonesty.
The "blue" vs. "orange" issue should've been spotted and corrected the first call I made.
The guy in India didn't switch my plan when he said he had, and so lied to me (or was so incompetent at using the system he was presumably trained on that he couldn't tell he hadn't done what he claimed he'd done).
The orange/blue issue definitely should've been fixed on the second call when the woman at the AT&T store clearly told the guy on the phone that I needed to be switched over from the old blue system to the current orange system. But he didn't.
The third call I made shouldn't have said she couldn't help me, put me on hold, made me wait for close to an hour before I was hung up on.
The fourth call shouldn't have deactivated my old phone, and either lied or been so poorly trained as to think that I'd be able to access my voicemail, and should have offered to forward my calls since my outgoing voicemail message no longer was the one I'd recorded (and so any potential clients, and many return clients could easily think they had the wrong number or I'd gone out of business)...
He also presumably could have activated me the way the last person I spoke did -- it took her less than ten minutes, and she had the good customer service training to make sure it worked before I got off the phone.
Overall, this is without question the worst customer service experience I've ever had. By a long shot. Amazingly bad.
Steve Jobs must be fuming, considering what a perfectionist he is.
Labels: iphone att cellphone apple wireless headache hassle nightmare
posted by Worth Godwin at
12:33 PM
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