It began last summer
It's ten days until the iPhone 3G is released, so I decided to call AT&T and talk to a representative about upgrading my phone (a Motorola Razr) to an iPhone.
I had to get a new phone last summer because my old Razr was falling apart. I opted not to go with the first generation iPhone for two reasons, I didn't want to spend that much money on a phone and I'm never excited to purchase anything that's in its first generation. So, I had to sign yet another 2 year contract last summer in August for the new phone which now is not working very well at all.
Why all the negative mojo?
People are already complaining about the extra cost of the iPhone rate plans. Presumably iPhone 3G users will enjoy much faster wireless internet. The iPhone costs much less than it did last June when it was first introduced. The extra cost of the rate plans subsidizes all these extras over the two year contract period. Besides, it does cost money to upgrade all those towers that are owned or leased by AT&T and other providers to upgrade to 3G hardware.
Current iPhone owners will be able to upgrade to the 3G iPhone without any hassles. As for the rest of us, please read on.
Back to my predicament
I called AT&T and discussed my situation with the rep. With my old phone, there was a two month grace period at the end of the contract according to the person I spoke to at the AT&T store I visited last summer. I could end my contract up to two months before the actual end of the contract date. The phone rep told me that the grace period is anywhere from four to six months (presumably only for an upgrade, not an end of contract) at the end of a contract which may or may not depend on the type of customer you are. More on that later.
In my situation, the AT&T rep I spoke to on the phone today told me that I will have to wait until April 19th 2009 to qualify for the upgrade price from my busted-up RAZR to an iPhone.
All hope is not lost
I wasn't happy being told that I would have to wait 10 more months to qualify for the upgrade price. That's a $200.00 difference in price which will prevent me from getting an iPhone now. It's the principal of it if anything else.
I've been an AT&T customer since the Cingular days. I've always paid my mobile bills on time (except once when a credit card expired and that was taken care of promptly.) So the rep looked up my customer rating. Yes, AT&T has a system of rating what type of customer you are. Customers are rated from one to five based on multiple criteria, timely bill payment being one of the criteria. My rating is a three, probably because of that one late payment due to the expired card. I hate being average. One is the lowest rating, five is the highest rating.
Next, the rep told me about a manger's override. The manager of an AT&T brick and mortar store can actually remove any restrictions from your account. I do have to argue my issue with the store manager though. When my phone rep used the word argue, a combative exchange came to mind. I need to plead my case with the manager at my local AT&T store. If that doesn't work, I can try at a different AT&T store.
I'm not sure how rare these cases are, but my phone rep jotted down notes on my account during our conversation that can be viewed by store managers at AT&T stores.
Essentially, based on my account rating and the length of time I've been a customer, I may be able to upgrade at the normal upgrade price even though contractually I'm not eligible until next April. I do have to buy at the AT&T store instead of an Apple Store. I'm not familiar with the return policy of the iPhone, if there is any at all. If my iPhone stops working (if I even get one), can I take it to the Apple Store for replacement unit or do I have to take it back to the AT&T store?
Why do current customers have to jump through hoops over a phone?
Let's face it, the iPhone is a special device. One of a kind many would say. Why should I or anyone have to go through so much trouble to own one? Why is it that I, a loyal customer, should have to pay $200.00 extra for a phone when a service switcher or a new customer doesn't have to? Why will I be punished (and under current rules I will be) for being a loyal customer?
All cell phone providers have been doing this for years. The reason that I left T-Mobile many years ago was that I was paying insurance on a phone that broke or was lost and my reward for paying the extra $5.00 per month was a refurbished POS that T-Mobile chose in its place offered up by a script reading moron. That was the first time I had ever tried to get a replacement phone through my insurance coverage.
If my Honda is stolen or wrecked, my insurance company writes me a check, they don't force a refurbed Escort on me.
There are plenty of unscrupulous people out there that abuse the system. They get tired of their phone after a couple of months and toss it in a river so they can get a new one under their phone insurance policy.
For those of us that play by the rules this treatment by mobile providers simply isn't acceptable. I shouldn't have to plead a case or "argue" with someone to buy an iPhone. I'll gladly sign a new contract, no questions asked. Why wouldn't AT&T want to make extra money every month for the next 24 months?
Hey AT&T, I'd really love to upgrade to an iPhone! Any chance that I and any other longtime loyal customers can do this without having to jump through hoops?
Erik