I am not happy with AT&T customer service.
I’m confused. AT&T wants me to pay $599 for a 16GB iPhone 3GS. $599!?! I’ve been an AT&T subscriber for about 3 years now. I always pay on time. I first signed up with a BlackJack. Then less then a year after that, I bought an iPhone at full price on its launch day. Then last year I upgraded to a 3G as soon as I found a store with one in stock.
Now I’m aware that most 3G users aren’t getting the discounted $199/$299 pricing that new subscribers are getting. Though apparently some people are getting that deal. Most others are paying $399/$499 depending on the model. But $599/$699? That’s ludicrous.
What’s more, I actually bought another iPhone 3G from the AT&T store at FULL PRICE in February, after my original iPhone 3G was stolen. Apparently, even though I paid full price, they extended my contract and upgrade eligilibility from that point in February. I asked very specifically, and was told by the AT&T store staffer, that replacing my iPhone 3G at full price would not affect my upgrade eligibility.
Well, apparently that’s not true. Even though I paid the full $399 price for an 8GB replacement phone, I’m now listed as not eligible to upgrade until 7/15/2010. Seriously. If I’d been told that buying that full price replacement would extend my contract and upgrade term, I obviously wouldn’t have done it, and would’ve just bought one on eBay or Craiglist. In retrospect, I probably should’ve done that anyway.
So this afternoon I spent a good 20 minutes going over this with a customer service rep who insisted that I had never bought an iPhone 3G last summer and that I “upgraded” to the 3G from an original iPhone in February at an Apple Store. The account summary she forwarded me indicates an upgrade and new contract in February but doesn’t indicate what I “upgraded” from or where I did it, so I think she was just making that up.
I told her I wouldn’t care about the contract being renewed if she could just fix my upgrade eligibility, since it should be based on the last time I got a discount on a phone, not the last time I paid full price for a replacement. She said this couldn’t be done, and refused to transfer me to anybody else.
The best she could tell me was that I needed to take any paperwork I had to the AT&T store in Bellevue and try to convince them to fix it for me. This means rummaging through boxes (since I just moved) to hopefully find at least the receipt for the new phone, and taking at least an hour out of my time, with very little promise of actually achieving anything.
I’m going to try that tonight or tomorrow. If they can’t help me, I may have to go take a look at the Pre.