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New Member

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3 Messages

Sat, Apr 17, 2021 10:47 PM

Need help with iPhone at AT&T store

I recently sent my elderly mom into the store in Hemet to get her new iPhone activated. I live out of state and she doesn’t have WiFi. She made an appointment. She had written instructions to present, simply asking for the store to do a backup and activate from a backup. She went in and saw Josh. He was awful. First he told her it wasn’t his job to activate her iPhone. After insisting he relented. However he said he couldn’t do a backup because she didn’t have iCloud, who’s (Edited per community guidelines) because you have to have an Apple ID to even have an iPhone, so could he have done a basic activation. The he told her she couldn’t have a new SIM card. She had to insist then he finally sold her one. She really needed to have this done with a backup from her previous phone because of her apps and settings. We have tried and tried to get her settings and apps all set but my mom gets confused and doesn’t understand my instructions trying to this via a phone call. AT&T needs to allow her to come back in and make this right. 

Responses

Lockdowncraziness

Employee

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1.2K Messages

21 d ago

Store reps are not supposed to touch IPhones except for activation. 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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84.1K Messages

21 d ago

There is a liability issue with employees having anything to do with a customer's data. For that reason employees at AT&T and other carriers are not supposed to transfer your data, you're supposed to do it yourself. If your mother doesn't know how to do it then she needs to find someone local to her who can help her and will not be held responsible if it doesn't work out well.  

Or make a genius bar appointment (Apple store) 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

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19.6K Messages

21 d ago

Omg 🤦

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

21 d ago

They did it (backed it up and activated it from a backup) when she went from a iPhone 5c to iPhone 6 at the same store. 

Constructive

Employee

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19.6K Messages

21 d ago

How long ago was that? Just in the past few to a couple years AT&T policy was to no longer transfer data as it was a liability for data loss. Picture or document loss. She went from a 5 to a 6 tells me that was many years ago. If you do happen to find someone that will do it in store then it’s a 3rd party retailer but they usually won’t do it because they don’t get paid for data transfer. They get paid to sell phones and accessories. 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

21 d ago

Well I did talk to Apple and the hitch is the backup has to be created beforehand so that when the store rep activates the phone it can be done via the backup which is part of the Apple startup process and then technically AT&T isn’t involved with the transfer of data. Since the post I have found out that my mom’s neighbor has WiFi, so I think we can erase the phone and handle the deactivation process over the phone as it is pretty simple. 

lizdance40

ACE - Sage

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84.1K Messages

21 d ago

Carriers stopped moving data in 2017/18.

Unless your mom's old iphone is faulty, NFC (near field communication) does the job without back up or wifi.  But your mom still has to be capable technically of understanding how to do it.  My mother was not, so I did the transfers for her when her iPhone and iPad needed replacing. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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