The A in AT&T must stand for {bleep} & Apple is rotten to the core

The A in AT&T must stand for {bleep} & Apple is rotten to the core

[ Edited ]
I lost my iPhone while on vacation which was traumatizing enough. Now I'm utterly disgusted at AT&T & Apples policy for replacement. I will either have to purchase another 32g 3G for full price $450-500 or renew my contract for another 2yrs for the refurbished model!!! Mind you I've been an Apple supporter for years but this treatment to a loyal customer is appalling. I'm sure there are others before me and more to follow who have had/will have to experienceSmiley Sad this coldhearted treatment. So from all of us I say...{Please keep it courteous and do not go around the word filter} !!!! Thanks for nothing.
Message Edited by mod.moose on 01-10-2010 11:32:20 AM
Message 1 of 25 (2,423 Views)
Scholar

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

You mean when a customer has his car stolen, you don't replace it with a 75% discount?????Smiley Wink

 


Jeffy O wrote:
When I make a repair on a car, the warranty applies to the repair only, not the whole car. .

 

Message 16 of 25 (1,399 Views)
Scholar

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

If you are so upset, then cancel your contract and go to Verizon, just like everybody else threatens to do when they get mad at AT&T/Apple. And once you are there you will see that they will give you the same treatment that AT&T does regarding lost/stolen phones.

 

It does suck that you lost yours, but it in no way means that they owe you anything for it. 

Message 17 of 25 (1,354 Views)
Mentor

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

[ Edited ]

i have to toss my 2 cents into the mix here,lol...3 months ago the LCD screen on my shine went out..i was NOT asking for free anything,crap happens,i get that,i DID ask if there was just a cheap phone they could sell me to get me through till march when my contract was up,i was told no that he COULD sell me some phone for $300.00,which i later found was a crock of crap...they had a cheap go phone that he could have hooked me up with..i ended up going to best buy and getting the same one because he refused to tell me about it....but then i also asked about just upgrading THEN to the iphone,which would have not only renewed mine and my husbands phones for 2 more years but given them a bit extra because i was wanting to upgrade my service.the kid basically old me to { word filter evasion }  off and call back in march...i am not so much blaming ATT for this,altho i DID type out a complaint and e-mail it in,but i am blaming ATT customer service in not being better trained to deal with customer problems.All in all,i get VERY good customer service from them,but there are always a few that are just terrible! i feel there SHOULD be some kind of something for loyal customers...i mean,at least WORK WITH US in certain circumstances!!!

  

Message Edited by Caretaker on 01-12-2010 11:29:54 AM
Message 18 of 25 (1,356 Views)
Scholar

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

[ Edited ]

You know, I want to agree with you, really!  Having a one-time exception for customers who break their phones before they are eligible for an upgrade would be very customer friendly.   BUT then I think.....   AT&T is going to make their money one way or another.   If they toss this perk our way, they are going to have to make it up by charging more for something else.  Since I have never broken a phone or filesd a warranty claim, my cost would increase with little benefit, so I have a tough time contributing to those who don't take good care of their equipment.


dmh101772 wrote:

i have to toss my 2 cents into the mix here,lol...3 months ago the LCD screen on my shine went out..i was NOT asking for free anything,crap happens,i get that,i DID ask if there was just a cheap phone they could sell me to get me through till march when my contract was up,i was told no that he COULD sell me some phone for $300.00,which i later found was a crock of crap...they had a cheap go phone that he could have hooked me up with..i ended up going to best buy and getting the same one because he refused to tell me about it....but then i also asked about just upgrading THEN to the iphone,which would have not only renewed mine and my husbands phones for 2 more years but given them a bit extra because i was wanting to upgrade my service.the kid basically old me to {word filter evasion}  off and call back in march...i am not so much blaming ATT for this,altho i DID type out a complaint and e-mail it in,but i am blaming ATT customer service in not being better trained to deal with customer problems.All in all,i get VERY good customer service from them,but there are always a few that are just terrible! i feel there SHOULD be some kind of something for loyal customers...i mean,at least WORK WITH US in certain circumstances!!!

  


 

Message Edited by mod.moose on 01-12-2010 04:40:13 PM
Message 19 of 25 (1,346 Views)
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Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

Oh yeah, I certainly agree and in my years of existance I've encountered numerous problems with their service. You can call 3 times in a row, ask the same thing, and get 3 answers. VERY large reason I went to these forums for information. What a better way to get knowledge than to ask the folks who use the product! I will say though that when I call, I get very specific about what I'm complaining about. I've even asked for managers, etc...... every time I have taken the calm and respective route, I've been compensated on my bill for it. They really have taken care of me to an extent. I'm not defending their lack of training by ANY means but it just goes to show that when you have an issue it is much better to be civil about it and realize that !#@/* happens.
Message 20 of 25 (1,345 Views)
Professor

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core


Corporate_Victim wrote:
Shizer! I'm not saying they should replace my phone for free. There should just be a better policy for existing customers. Like the same pricing as for say a new customer. Why should I pay double or have my contract extended -thats redtape BS. Speaking of 'tools'...I guess some people just accept being taken advantage of.

 

Subsidized pricing is not a way to make customers happy.  Its a way to lock them into a service contract.  They already got you, so they don't need to do that.  Why would they want to lose profit for a customer they already have on contract?

 

 

 

 

 

Message 21 of 25 (1,104 Views)
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Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

i didnt say have a one time exception,i meant to WORK WITH loyal customers that has been with them,in my case,over 10 years...and i didnt break my phone,the screen puked out all by it's lil self Smiley Wink  crap happens.... I was not asking for ANYTHING but some help getting A) either a cheap phone to get me through or B) an upgrade a few months early...i HONESTLY dont think either of those 2 things are THAT much to ask,IMHO
Message 22 of 25 (1,081 Views)

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

This is all to much heard. Keep in mind the majority of people out here are under economic stress & will do just about anything to make a quick buck. this is turning honest people into dishonest people every minute of everyday. Imagine if AT&T had it where if you buy an iPhone & it's lost/ stolen they give you the same discounted price 1 time. The stores & customer service would be flooded w/ people who's iPhones were "lost or stolen" & mysteriously happen to find themselves on EBAY or CRAIGSLIST lol. I just sold my iPhone 3G 8GB model for $300 reaping me a profit of $200. I bout it @ the $99 price & sold it for $300 no problem. A $200 profit off AN OLD phone. For some it's the fact of having an iPhone period. To keep up with the Joneses.

 

But back on topic. Imagine the people who would buy iPhones, "lose or have them stolen" & then call in to get it replaced. Buying an iPhone 3G 8GB for $99, selling it for $200 & then getting it replaced for $99, you still make a profit of $100. People know this logic & while AT&T & Apple could possibly do more, they have to protect their #1 customer: THEMSELVES. If a business doesn't protect itself, you won't be in business @ all eventually. You'll lose more than you take in. Everyone says AT&T is a huge company. Keep in mind they have overhead. Those reps you call & cuss out ever month have to get paid. Their managers, their managers managers, the execs, everyone up the chain of command from the janitor to the CEO of AT&T Randall Stephenson has to get paid. So what they have coming in is going right back out. A lot of it. But no one thinks of this @ all.

 


I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.
Message 23 of 25 (1,045 Views)
Professor

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core


dmh101772 wrote:
i didnt say have a one time exception,i meant to WORK WITH loyal customers that has been with them,in my case,over 10 years...and i didnt break my phone,the screen puked out all by it's lil self Smiley Wink  crap happens.... I was not asking for ANYTHING but some help getting A) either a cheap phone to get me through or B) an upgrade a few months early...i HONESTLY dont think either of those 2 things are THAT much to ask,IMHO

Personally, I think its a far better practive for a company to deal with all their customers the same way, rather than appease the ones that yell louder, or cry more.  I've seen it plenty of times, where a store will give into a customer just because he abuses and screams at the poor employe. That kind of behaviour really ticks me off.  Why did that guy just get something for free that I had to pay for, just by being a crazy rude person?  Make that one guy happy, then anger all the other customers who witnessed it.  Or set a bad precedence that you can get your way just by losing your temper.

 

Better for a company to have policies which support the customer when he needs it, and for those policies to be enforced in a uniform matter. If you're askng for a change in policy, I'd say that's a much better solution.  Leaving it for a customer rep to "work with the customer" just leads to inconsistancy and confusion.

 

Rewarding customer loyalty is a valid point.   But again, a written policy is better than leaving it to individual support reps.

Message 24 of 25 (951 Views)
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Professor

Re: The A in AT&T must stand for {bleep} & Apple is rotten to the core

I completely agree. Uniform, consistent rules and policies make much more sense than arbitrary "squeaky wheel gets the oil" thinking.
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