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Editorial
How AT&T Took Care of My iPhone Problem
Wednesday, November 28th, 2007 at 3:00 PM - by .(JavaScript must be enabled to view this email address)
I live in an area where I have a non-existent iPhone signal at my house with AT&T’s network of towers. It’s because I live in a bit of a topographic depression. I called AT&T, explained the problem, and they compensated me.
Of course, the iPhone is a life-changing experience. I’ve been on travel, looking for a location, and Google maps served it right up. I’ve been in the Milwaukee Airport watching Apple videos in the gate area, free, on the EDGE network. I’ve used it, with the component video cables connected to my TV, to watch TV shows purchased with iTunes. Once one starts to exploit all the features of the iPhone, one can’t live without it.
However, it has greatly annoyed me that I can’t use the iPhone in my house. So I called AT&T to put that on record. A very helpful customer service representative listened to me descrie the situation, looked at her maps, mentioned that the terrain is bad here, and didn’t see any new EDGE or GSM towers on the drawing board. So I asked if there is a way to reduce the monthly charges. Not possible, she said, since I’m on the lowest priced plan.
However, Cindy did offer me two options. Cancellation with no termination fee. Or a one-time credit of US$200 in compensation for lack of usage. The credit can only happen once, since it then becomes a "known issue." Since I can’t live without my iPhone when I’m out of the house, I took the credit.
Cindy also mentioned that it was good that I put the complaint on record so that the AT&T engineers could draw from a database of known poor service areas.
Cindy clearly understood the problem, approached a solution in a methodical, professional way and invoked AT&T policies to help remedy the situation as best she could. I wish I didn’t have to use my T-Mobile RAZR all the time for cell phone calls in the house, but not having to pay my AT&T bill for the holidays and a bit longer has put a smile on my face.
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