THERE IS A REASON ATT WIRELESS IS VOTED THE WORST CUSTOMER SERVICE BY JD POWER
The worst. Period.
My wife broke her iPhone G and not being eligible for an upgrade until October 2011 I called to see if there is anything than can be done to replace the phone. The total wait was at least 2 hours with two disconnections.
I was told they can't give us any discount because of their policy, they can't breach contract with Apple. Now I work in customer service too and I do understand policies, but frigging refurbished 3GS is $49.00 and you are loosing a customer of 10 years and thousands in revenue. Hello Att wake up!
I did not ask for anything for free, I would pay,but it is a matter of principle. At the end they lost a valued customer with a family plan (over $200 monthly bill) and another 14 accounts with my company because of their policy and greed.