One of the blogs I follow is TiPb (The iPhone Blog). It’s a great blog. Well this morning, and this isn’t the first time they have posted about this, the do a post about AT&T Eligiblity Dates Indicating Early June iPhone G4 Release?. In other words it’s about the eligibility for you to upgrade your current phone on AT&T in anticipation of the release of the new Apple iPhone 4G that is expected to be released some time this month. So I follow the instructions and what do I get? Read on.

This floored me. Why you might ask? Well striking out information that is personal to me you will read the following that I started with AT&T the end of May. You see, I called them and then followed up with emails about this very subject wanting my eligibility date to change from August 19, 2010 to some time June so that I would be able to get the new iPhone at the upgrade price. All I was told was no dice. They can’t do it because of the contract they have with Apple, Inc.. I share the following with you:

Contact and Verification Information
First Name:    THOM
Last Name:    ROBINSON
Wireless Number:    XXXXXXXXXXX
E-mail Address:    XXXXXXXXXXXXXX
Topic/Subtopic
Topic:    I have a question about my contract
Subtopic:    Contract renewal
Additional Information
Q1:Enter the wireless number associated with your account
A1:XXXXXXXXXX
Q2:Enter your question concerning a Contract Renewal Offer below:
A2:I’m disgusted with your company. I would like my early renewal  
changed from August to June so I can get the new iPhone. No one in  
customer service says that they can change that which is absurd. I  
was told my early cancellation fee will be XXX, XXX, and XXX on each  
phone and believe me I’m leaving if this doesn’t get changed. It’s  
ridiculous for two months to have to go through this. Your customer  
service stinks!!!

On May 26, 2010, at 12:57, AT&T Email Business Customer Care for Wireless wrote:

Dear Thom Robinson,

Thank you for taking the time to e-mail AT&T regarding XXX-XXX-XXXX.  
My name is Betty  Otto, and I am happy to help you with your  
inquiry. I can understand you being concerned about your early  
renewal date not being available until August 19, 2010.

After reviewing your account, I found your request has been  
forwarded to a manager.  You will hear from the manager within 72  
hours.  Because of the strict contract and policy AT&T and Apple  
have with each other, we are unable to change your renewal date for  
the iPhone.  Understanding this policy is not advantageous to our  
customers we do need to remain compliant with Apple and their  
contract.  We can override your eligibility date on any other phone  
as long as you contact us at 1-800-331-0500, this override cannot be  
done on line, it must be completed over the phone.

I hope that the information provided has been helpful and has  
resolved all of your questions. Should you have additional concerns  
or questions about this issue please reply to this e-mail. If you  
need to contact us again regarding a new issue please send us  
another e-mail via the contact link through your online account.

We at AT&T appreciate your business and value you as a customer.

Betty  Otto
eCare Customer Service Specialist
AT&T Business Solutions Customer Care
www.att.com

From: Thom Robinson
Date: May 26, 2010
To: AT&T Email Business Customer Care for Wireless

You have just lost a customer. Don’t give me that this is compliance with Apple. You just don’t want to pay the subsidy for my phone. I will be cancelling and moving all three of my numbers and WILL NOT EVER recommend ATT to anyone.

From: Thom Robinson
Date: May 26, 2010
To: AT&T Email Business Customer Care for Wireless

And don’t give me that you value me as a customer. A total LIE

From: Thom Robinson
Date: May 26, 2010 2:43:29 PM HST
To: AT&T Email Business Customer Care for Wireless

And one more thing. I will not be renewing my ipad data plan. So you will loose around $160 a month from me. Small potatoes in the grand scheme of thing but your loss. I’m going to write apple and let them know about this. All for something so trivial. How sad your company is.

From: AT&T Email Business Customer Care for Wireless
Date: May 27, 2010 5:57:15 AM HST
To: Thom Robinson

Dear Thom Robinson,

Thank you for contacting AT&T.  My name is Shawn Sampson and can understand your frustration.  I am glad to assist with your upgrade concern.

I know that you are looking forward to upgrading to the latest devices we offer at AT&T.  To further keep up with your options, either log online at http://www.att.com/mywireless or dial *NEW# from your AT&T wireless device to check on your up-to-date upgrade information.  Also, check our website at http://www.att.com/wireless for the latest information, including any related news and updates.  And since you are seeking the latest iPhone device, you can always go to http://www.apple.com/iphone as well for additional news and information.

Please don’t hesitate to either e-mail us again, call us here at 1-800-331-0500 or press 611 from your wireless device if you have any other questions.

We appreciate your business.

Shawn  Sampson
eCare Customer Service Specialist
AT&T Business Solutions Customer Care
www.att.com

From: AT&T Email Business Customer Care for Wireless
Date: May 27, 2010 6:32:43 AM HST
To: Thom Robinson

Dear Thom Robinson,

Thank you for contacting AT&T my name is Bonnie Losh and I will be happy to assist you today.  I understand you are upset because you are not able to upgrade earlier than August.

As explained earlier a manager will be contacting you regarding your account.  I do apoligize but our agreement with Apple states that we can not upgrade early to another iphone unless you pay the early upgrade price.  The contract between AT&T and Apple states that we can not offer early upgrades without charging the prices laid out in the contract by Apple.  We can do an early upgrade on any other phone but the Iphone.

I do understand that this is frustrating but we have to abide by the rules of the contract.  

We at AT&T appreciate your business and value you as a customer.

Bonnie  Losh
eCare Customer Service Specialist
AT&T Business Solutions Customer Care
www.att.com

From: Thom Robinson
Date: May 27, 2010 8:26:26 AM HST
To: AT&T Email Business Customer Care for Wireless

And as i say you have lost a customer. Why would Apple give a crap about this. If ATT pays the difference who cares. This is just all because your company is to cheap to do this and try and nickle and dime everyone to death. So you can tell your manager to forget contacting me. I’m gone!! And I intended to let everyone I know and will blog this ludicrous rule your company has.

Thom Robinson

So this is where it stood after the 27th of May. I was waiting to see the new HTC on Sprint, EVO. It’s a new phone on a 4G network. It got released June 4th. Well they are out of stock and I couldn’t buy one and transfer everything but I saw it and it’s a great phone and fast. Back to this text message I got. I started wondering today why all of a sudden. Was it the new EVO? Did AT&T do this to keep me as a customer? So I called AT&T today inquiring why my eligibility date had been moved up after it was denied only a week before? Strange isn’t it? The answer I get from Rebecca at AT&T, who did the research said that my payment was made on the account and since my primary phone is the iPhone that it became eligible for the upgrade. Can you believe all of this? I was just dumbfounded with this. Never had my monthly payment been brought into this, which by the way, AT&T has automatic withdraw from my checking account, so it is never late. I couldn’t believe this.

So my point to all this is how crappy AT&T really is. They change things willy nilly to suit their own needs and the customer be damned. You can’t get a straight answer from them ever. I still stick by my first assessment that their Customer Service stinks and this was all done because AT&T knows that the new iPhone is going to be released some time this month and they are going out of their way to keep their customers and entice them to upgrade.

Thanks for bearing with me on this. What have a I decided to do? Don’t quite know yet. The EVO is sold out here in Honolulu and I really like the iPhone. But AT&T? BITE ME!!!

Hey, it’s only my opinion.

A Hui Hou