Today is the first day you can reserve the iPhone 5. I already have an iPhone 4s for my business(which is all I need presently 🙂 ). It’s my son who is not accustomed to waiting. I so get that, because until I matured, I was the same way.
I called this AM and was on hold for over 1 hour with 611. That is the number you dial when you call ATT from your cell phone when you have service with them. The reason for my call was to add my 18 year old son to my account so I did not have to go to the store to reserve the iPhone.
Don’t worry, I was not holding the phone to my ear. I was using my headphones and doing other tasks related to my business, so it really was not a “super waste” of time. The phone system told me, at that time, they could not assist me because of the huge call volume. After that pre-recorded announcement – I was disconnected!
My son called me next. “Dad, I’m at the ATT store and need your help…” I asked if I could talk to the representative to give them my pass code. I also asked If I was able to speak with the customer service representative over the phone to give them other personal information in order to id myself. Both responses were negative, the representative told my son I needed to be there. I got that. It was the attitude he received, which I over heard while he asked the questions, that was most disappointing.
I drove from my office to the ATT store. Upon arrival(this is just like we used to write police reports), I met with my son who introduced me with a representative from ATT. She seemed warm and friendly. She said she could help us, but she needed to see my ID. Guess what, my ID was left at my office in my computer bag. Between the phone call from my son, I had showed a property behind the REMAX offices in Santa Clarita, to a client. I did not expect to have to respond to ATT to assist my son, so I left my license in my office.
I know excuses are like As#holes, everyone has one. But I was hoping for some leniency. None would be granted on this day. Although my account has a passcode. Although I had business cards, although my secretary could scan my id and email it to me, nothing would work. They needed a physical ID. They needed something they could hold to verify it’s authenticity. Heck, I know some cops that cannot identify a fake ID – what makes them experts.
However, they are just doing their job. The problem comes in when I have bought products in the store, made changes to my account amongst other things without having to give a physical rendition of a Government Approved and Validated identification card.
The second problem – yes there was another thing – That one reared it’s ugly head with regard to the countering of my past experience with the ATT employees and manager.
This is what I think. If you are going to have a special release. If you are unveiling a new product. Be like the stores at Christmas. Hire additional “temporary” employees to assist with the volume. Having clients and customers wait inordinate amounts of time on hold is bad business AT&T. Having customers, the paying type, stand in the lobby waiting for the next customer service worker over 45 minutes is a bit extreme.