Blog: The absolute latest random thoughts
Kari Byron news
09.2002 10.2002 11.2002 12.2002 01.2003 02.2003 03.2003 04.2003 05.2003 06.2003 07.2003 08.2003 09.2003 10.2003 11.2003 12.2003 01.2004 02.2004 03.2004 04.2004 05.2004 06.2004 07.2004 08.2004 09.2004 10.2004 11.2004 12.2004 01.2005 02.2005 03.2005 04.2005 05.2005 06.2005 07.2005 08.2005 09.2005 10.2005 11.2005 12.2005 01.2006 02.2006 03.2006 04.2006 05.2006 06.2006 07.2006 08.2006 09.2006 10.2006 11.2006 12.2006 04.2007 05.2007 06.2007 07.2007 08.2007 12.2007 01.2008 02.2008 05.2008 06.2008 07.2008 08.2008 12.2008 01.2009 02.2009 03.2009 04.2009 05.2009 06.2009 07.2009 09.2009 10.2009 11.2009 12.2009 01.2010 02.2010 03.2010 04.2010 05.2010 06.2010 07.2010 08.2010 09.2010 10.2010 11.2010 12.2010 01.2011 02.2011 03.2011 04.2011 05.2011 06.2011 07.2011 08.2011 09.2011 10.2011 11.2011 12.2011 01.2012 02.2012 03.2012 04.2012 06.2012 07.2012 10.2012 11.2012 12.2012 01.2013 02.2013 03.2013 04.2013 05.2013 07.2013 09.2013 10.2013 11.2013 12.2013 01.2014 03.2014 05.2014 06.2014 07.2014 08.2014 09.2014 10.2014 11.2014 12.2014 01.2015 02.2015 03.2015 04.2015 05.2015 06.2015 07.2015 08.2015 09.2015 10.2015 11.2015 12.2015 01.2016 02.2016 03.2016 04.2016 05.2016 06.2016 07.2016 11.2016 04.2017 05.2017 06.2017 09.2017 10.2017 06.2018 01.2019 04.2019
Diary of an iBrick
June 29th-8:30pm purchased 8G Iphone at the Apple Store-Chestnut Hill
June 29th-9pm-completed activation in Itunes, Your activation will complete in 6 minutes
June 29th 9:20 Your activation requires additional time. You will receive an email at firstname.lastname@example.org when your activation is complete
June 30th- Your activation requires additional time. You will receive an email at email@example.com when your activation is complete
July 1st 4:30pm-visited AT&T Store in Dedham, MA. We cant do anything about that. You should go to the Apple Store, it is their responsibility
July 2nd-9am-called the AT&T transfer team (1-888-898-7685).
Automated System-We have no record of your account, please hold while we transfer you to a customer care agent. We are experiencing unusually high call volumes, your expected wait time is 14 minutes
July 2nd 9:20- Speak to person #1 to which all information was given-number on the account, social, billing address, IMEI number and SIM card number. SIM card number required removing SIM card, which is not designed for removal with a paperclip. Person #1 I am going to send this right over to our escalation team which is managed by our vice president. Your phone should be activated within 3 hours. If more time is needed you will receive a call shortly
July 2nd 12:30pm Iphone still an Ibrick-called AT&T again and remained on the phone for 3 hours.
12:30- all information was given again, no record of prior call
Person #2 you should try canceling your activation and trying to activate under a new number then we can port your old number (T-Mobile) over.
Me-How do I cancel the activation process?
Hold on while I transfer you
On Hold-listening to AT&T describe their fabulous service
Person #3 You should NOT cancel the activation process as your Tmobile number will be lost and unrecoverable. Hold on let me transfer you.
Person #4 Can I just get your social security number, your IMEI number and your Sim card number? What is your mailing address? What is your mobile number again. Ok, now is your phone working?
Me-NO that is why I am calling you
Person #4 Hold on let me look at your records. Did you enter a credit approval at the time you entered yor information into Itunes?
Me-NO, where would I have gotten credit approval?
Person #4 They should have run a credit check on you when you bought your phone at the store.
Me- No they didnt, I bought it at the Apple store.
Person #4 They should have, it would be on your receipt.
Me-Ok, I have my receipt where would it be?
Person #4 -I dont know, I have never seen a receipt.
Me-Ok, I will read you all the numbers on the receipt.
Person #4-No, none of those numbers are the right number of numbers. I think you need this credit approval for your activation to begin. Did you get to the end and were you told of any errors
Me-I got through the activation and it told me it needs more time. Did you activate a phone as part of your training?
Person #4-no we were not trained on how to activate the phone. We did not go through the process in itunes. Perhaps you should reset it and start the process all over. Push the rest button
Me-where is it?
Person #4-I have no idea, I have never seen a real iphone
Me- you dont have an iphone? You have never held one or even a fake one to know where the buttons are?
Person #4-no they would not let us see the phone.
Me-how can you try to help if you have never seen the phone. You dont know what you are doi ng do you?
Person #4-(voice shaking) let me transfer you
Person #5- Hi can I have your social security number, billing address, mobile phone number, IMEI number, and SIM card number? How can I help you today?
Me-I am trying to activate my iphone
Person #5 we have no record of you in our system. You need to go to an AT&T store to get your account set up. Because it is the iphone we cannot do it over the phone.
Me- can you call the AT&T store in Dedham to confirm this before I go there as I went on Sunday and they said they can not help and they gave me this number
Person #5-ok, please hold
Person #5 Ok, I was wrong about that I was just advised this is apples problem. Please go to your nearest apple store
Me-here is the number from the apple store where I bought it, can you please call them and confirm that if I go there they can actually help?
Per son #5 Ok, hold on
Person #5-Ok I was wrong about that too, they said it is our responsibility and you must be lost in the system. Hold on while I check on something
Person #5, Ok, I have done all I can do here I am going to transfer you to someone else
Person #6-Ok can I have your mobile number, IMEI number, SIM card number, billing address and social security?
Me-yes but I have given that several times
Person #6-all our departments are separate so I have no records on you. I dont know what they told you but I am going to try and help
Person #6-Ok, it seems you are not in our system. I can tell by searching your social that you do in fact exist, it is not a fake social but I cant find your in our billing which means an account has not been set up yet. The request may be between Tmobile and us but I have no way of knowing
Me- can I call Tmobile, will they know or can they help?
Person #6-no, they have nothing to do with this
Me-OK so who is actually responsible
Person #6- you are
Me-how is that? I filled out the activation and I have now spent nearly 3 hours being passed around your various fragmented departments
Person #6-ok maybe we are responsible but I dont know where you are. I am going to take these notes and send your information to our escalation team. They should be back to you in 3-5 hours
Me- I was told that at 9am this morning
Person #6-honestly I have no way of assuring you anyone will call you
Me-so I am completely wasting my time
Person #6-I dont know what to tell you I am just going to pass this on to the escalation team and I will note your frustration. I am sorry for any inconvience this has caused you. Hold on while I type up these notes
20 minutes on hold
Person #6-ok I have passed this on, someone should call you
Me- can I speak to your supervisor
Person #6- My supervisor can not help you
Me- Can I speak to your supervisor
Person #6-(hostile) hold on
Supervisor (surly) How can I help you?
Me-I have been on the phone with various departments for over 3 hours. No one can help me. What is going on?
Supervisor (angry) we have done all we can for you. You are not the only person with this problem. You are just going to have to wait like everyone else.
6:45pm (AT&T customer service shuts at 7pm), left my house after waiting since 9am for a call back
6:48PM cingular wireless called, no message and the number is a non working number, please call back between 7am and 7pm
8:00 am- called AT&T customer service
We are experiencing unusually high c all volumes, please call back. If you want to wait your expected wait time is 15 minutes
8:25 Person #7- How can I help you? Please give me your mobile number, no record of you in our system.
Me-do you have notes from yesterday? I spoke to your office at 9am then again from 12:30 to 3:40. I was told twice they would send my concerns to the escalation team and my issue would be resolved and I will receive a call back in 3-5 hours.
Person #7-we are having so many problems I cant even tell you. There are thousands of problems with our systems and our servers are very backed up. Can I get your social, SIM card number, IMEI number and billing address?
Me- YES (frustrated)
Person #7-ok I am going to make a note of this and send it to our escalation team. I have to be honest with you it could be 24-48 hours before they even call you back.
9:00 Call Apple Care line
Person #8- This is A T&Ts fault. This is a network problem. We can help you once your phone is activated. Have you kept your phone tethered to the computer? If you unplug it even once you could have missed your activation.
Me-I was told by AT&T to unplug it a couple of times yesterday to reset it
Person #8-that is completely wrong. You might have missed your activation. I really cant help you until it is activated. This is AT&Ts network
I hung up, I couldnt listen any more
So I have a beautiful I-brick and if it ever works I will be charged $36 for activation.
emlarson.com: Home | Blog| Work | Tech | Life | Lord | Play | Mail
Entire site contents Copyright © 2000-2005 Eric M. Larson
All rights reserved, please don't steal my stuff, etc. etc. etc.