Executive Escalation

[Kronshage]

I am a Canadian who regular travels down to the US for work and leisure. I was very keen on purchasing the Nokia Lumia 920 when it came out, but did want more of a color choice than we have in Canada. I popped into a local AT&T store in Seattle and the staff, who were very friendly, advised me that it shouldn't be an issue to unlock the Lumia 920 so that i could use it in Canada and while in the US.

That is where my issue started....

I ended up purchasing a white Lumia 920 and contacted your twitter team for help unlocking the device. They were nice at first, asked me for more information, etc, and then sent me a survey link in the middle of my interaction. Essentially, they brushed me off without so much as an explanation. I immediately fired back asking them to escalate the issue and they sent me another survey link and have since ignored my tweets.

As a frequent user of your service, i was incredibly disheartend, upset and angry at this experience. I will be sending a screenshot of my interaction to every member of your executive leadership team until i get a resolution to my issue.

Companies can't just brush someone off because they don't like the question or don't have an answer. AT&T was a bully in this scenario and i don't take kindly to bullies.

[wingrider01 ACE - Geek]

---

Kronshage wrote:

I am a Canadian who regular travels down to the US for work and leisure. I was very keen on purchasing the Nokia Lumia 920 when it came out, but did want more of a color choice than we have in Canada. I popped into a local AT&T store in Seattle and the staff, who were very friendly, advised me that it shouldn't be an issue to unlock the Lumia 920 so that i could use it in Canada and while in the US.

That is where my issue started....

I ended up purchasing a white Lumia 920 and contacted your twitter team for help unlocking the device. They were nice at first, asked me for more information, etc, and then sent me a survey link in the middle of my interaction. Essentially, they brushed me off without so much as an explanation. I immediately fired back asking them to escalate the issue and they sent me another survey link and have since ignored my tweets.

As a frequent user of your service, i was incredibly disheartend, upset and angry at this experience. I will be sending a screenshot of my interaction to every member of your executive leadership team until i get a resolution to my issue.

Companies can't just brush someone off because they don't like the question or don't have an answer. AT&T was a bully in this scenario and i don't take kindly to bullies.

---

exclusive devices are normally available for unlocked 10 months to a year after then are released. until the period expires no unlock is normally available unles you go throught a 3rd party pay site, then there is no promised the unlock will stick

[Kronshage]

This is what the keep telling me.

The fact of the matter is that I own the phone. AT&T has no claim to it anymore. I paid almost $600 for it.

I'll wait for a repsonse from their executives about this. I don't think it's an unreasonabe request.

[wingrider01 ACE - Geek]

---

Kronshage wrote:

This is what the keep telling me.

The fact of the matter is that I own the phone. AT&T has no claim to it anymore. I paid almost $600 for it.

I'll wait for a repsonse from their executives about this. I don't think it's an unreasonabe request.

---

did you write them? Posting on the peer to peer forum does not assist in any way, you could send a Private Message to ATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.

But chances are high that you will recieve the same response, since the reuqest goes against corporate policy it might be deemed that it is. You could always search for a 3rd party site that is a pay for unlock

[jamileh]

Hello

I am sending you a private message in regards to your concerns now.  Thanks. CathyW on behalf of Jam, Community Manager

[md2107]

Have you been able to resolve the issue to your satisfaction?  I am in the exact same situation as you.  I purchased my Lumia 920 from a Windows booth in Washington DC without knowledge of corporate fascism with unlock codes.  So what do I do?  I am not planning on going back to the US any time soon and it seems impossible to get the code to unlock the phone.  There is something called ethics too, but these companies just don't care about people like us unfortunately.

[jamileh]

Unfortunatley, OP did not reply to our request for additional information. 

While it is unlikely that your phone is eligible to be unlocked, we can certainly work with you to try. 

Please send a private message to ATTCustomerCare with your name and email address along with any other information you feel important. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

[md2107]

Message sent, thank you.

[Dkbhouse]

Dear AT&T,

Please help  I am in a similar position, I am out of the country overseas for work for the next year, my best friend had bought me the Nokia Lumia 920 but thru Craigslist before Christmas time. I have not been able to use the phone since, I have no documents or receipts but the phone was given to me in a sealed original AT&T box with the IMEI code and barcode. I had called AT&T and opened a case and the operator named Montgomery said that I could not get a unlock code for my Lumia 920 because I am not a AT&T customer! Of course I am not a AT&T customer because I am working overseas on a new contract! What is the point of me having a domestic cellphone contract if I am stuck overseas for one year!

I would just like my Lumia 920 unlocked, I did not know anything about unlock codes or IMEI numbers until this issue began. If you need me to verify that I am working overseas I'll be more than willing to submit my work contract to you that began in January. Although my friend bought the phone thru craigslist, the IMEI number has been verified by an AT&T operator to be purchased correctly thru AT&T. I just wish AT&T would provide good customer follow up instead of this dillemna I have now to resolve the issue. Please do issue a company policy response to me as this is not a usual situation customers face, I am out overseas right now with a phone bought fair and square and can't even use it! 

To AT&T and AT&T employees if you were in my position how would you feel? 

[wingrider01 ACE - Geek]

---

Dkbhouse wrote:

Dear AT&T,

Please help  I am in a similar position, I am out of the country overseas for work for the next year, my best friend had bought me the Nokia Lumia 920 but thru Craigslist before Christmas time. I have not been able to use the phone since, I have no documents or receipts but the phone was given to me in a sealed original AT&T box with the IMEI code and barcode. I had called AT&T and opened a case and the operator named Montgomery said that I could not get a unlock code for my Lumia 920 because I am not a AT&T customer! Of course I am not a AT&T customer because I am working overseas on a new contract! What is the point of me having a domestic cellphone contract if I am stuck overseas for one year!

I would just like my Lumia 920 unlocked, I did not know anything about unlock codes or IMEI numbers until this issue began. If you need me to verify that I am working overseas I'll be more than willing to submit my work contract to you that began in January. Although my friend bought the phone thru craigslist, the IMEI number has been verified by an AT&T operator to be purchased correctly thru AT&T. I just wish AT&T would provide good customer follow up instead of this dillemna I have now to resolve the issue. Please do issue a company policy response to me as this is not a usual situation customers face, I am out overseas right now with a phone bought fair and square and can't even use it! 

To AT&T and AT&T employees if you were in my position how would you feel? 

---

you can try sending a Private Message to ATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.

But suspect you are pretty much out of luck, that is a new phone and is exclusive, normal policy is not to unlock those for about 9 months to 12 months after they are first introduced