An Open Letter to AT&T

To whom it may concern,

I would like to voice my extreme displeasure in regards to the launch of the iPhone 3G, specifically your role in the process.

I own the original iPhone but was interested in upgrading to the iPhone 3G, and have been interested in upgrading since the launch of Apple's new device.  However after Saturday I am no longer as interested as I was.  I may no longer be interested at all, in fact.

I wish I could have been in your boardroom when the decision was made to exclude so-called "business" customers from being able to purchase a new iPhone at an Apple store, because I'm wondering if anyone at all spoke up and said "but this makes no sense, and doesn't benefit out customers in the slightest". 

As it turns out, I am one of those "business" customers.  But what does that mean exactly?  In my case, all it meant was that my place of business offers its employees a small discount on their AT&T wireless service as a perk.  However, the iPhone does not allow for any monthly discounts, so I have not been receiving any benefits from this "business" account for about a year now.  It is just a worthless code on my account, nothing more.

In any case, thanks to the internet I was made aware of your idiotic business account/iPhone upgrade policy early on, and called AT&T customer service over two weeks ago to have this meaningless designation removed from my account.  I was told it could take up to 4 hours to be cancelled but that the matter was taken care of.

This past Saturday I noticed that for the first time since launch, the Apple store in my area showed that they had the iPhone in stock.  So I went to purchase one.  After standing in line in the Florida afternoon sun for 15 minutes to get a claim ticket, which would allow me to stand in line in the Florida afternoon sun for an additional 2 hours to then enter the store and purchase an iPhone, I was told that I have a business account and need to purchase an iPhone at an AT&T store.  I explained that I had called weeks ago to have this removed, and if they would give me a claim ticket I'd take care of the matter while I waited in the 2 hour line.  I was told I could not even get a claim ticket until the account was clear. 

I left in disgust.

When I called customer service on my way home from the Apple store, I was told that the discount had been removed, but yet my account was still designated as a business account for some reason.  Neat-o.  Even if I'd still been eligible to receive a discount, it was gone.  So the only benefit remaining on my account was being unable to purchase an iPhone.  Thanks!

What I can't even begin to fathom is why this rule exists in the first place.  I cannot buy an iPhone with this discount on my account, but as soon as I remove it and activate the phone I can call right back and re-add the discount immediately?  What sense does this make?!  How does this benefit your customers? 

People wonder how huge corporations have lost the trust and faith of their customers... well this is one of the reasons.  Making us jump through hoops just for the right to continue to hand you our hard-earned money is disheartening.  No wonder so many people are interested in hacking this device and going with the wireless carrier of their choice instead of just "playing by the rules".  It's because your "rules" are asinine.

When your exclusive deal with Apple runs out and I can run the iPhone on any wireless provider I choose, I will most likely choose another one instead of AT&T.  Perhaps they won't make me run a virtual obstacle course just to use the device and service I'm paying for.

Sincerely,
Angry iPhone Customer

Comments

[JBH]

Given the depth, nature and anguish of your rant, the appropriate term to describe the fact that your blog is now being sponsored by AT&T wireless ads is:

- Irony
- Mockery
= Travesty
= Cosmic Karmic Joke
- ________________?