One of the things that the iPhone was initially supposed to do was change the way that cell phone purchasing was done. In particular, instead of sticking around for forever in the phone store, dealing with surly salesmen, you would buy the device, head home, and register and pick a plan in the privacy of your own home. The reason Apple was able to get away with this unbelievable invasion of AT&T’s personal space was by offering them exclusive rights to the phone in the US. That worked out great for a while, but the other side of that is that since AT&T has this long contract, they can start demanding things after a while. Too much grey market of their subsidized iPhones you see. So it was with some trepidation that I went to the AT&T store to purchase my iPhone today.
I couldn’t have had a better or more satisfying purchase experience. The staff was well trained, knowledgeable and excited about the product they were selling. They took my name and (once they heard I was switching from another network) saw us right away. I stated that 10 years ago I left AT&T and swore never to return. They asked what my issues were, helped pick a plan that would avoid those issues going forward, and brought out the store manager who gave me his card and told me to call him if I had any problems at all. In particular apparently over the course of the past year AT&T has been giving more empowerment to the individual employees to deal with specific customer complaints. Apparently working with Apple has taught them something about customer satisfaction.
So that initial impression made me much happier. Then it turns out that the employee I was working with was previously a Sprint employee. I said that I really liked my current sprint plan. He agreed that AT&T didn’t have exactly the same plan, but showed me how he could build a very similar plan. In fact it was (with the exception of SMS messages, and the tier-ing of overages) exactly the same plan. Not only that, but he knew exactly what needed to be done to get the phone numbers transferred over with no fuss no muss. He did all the leg work all we had to do was chat with him about the pros and cons of different plans. Then he asked who my and my wife’s employers were. Turns out they give a 15% discount on the monthly plans for teachers!!!
So to sum up, after being jerked around by Sprint for the past year and totally fearing dealing with AT&T, I not only have two iPhones (one for me and one for my wife) for less that one would have cost me a year ago, my new monthly plan actually costs LESS than the one that I had with Sprint that I was totally happy with. Now the only thing I have to do is be careful of not going over on minutes for the first couple months so I can bank some roll over minutes. I went from not really wanting to be an AT&T customer to being a totally satisfied customer in about a half an hour. That AT&T customer service rep totally earned his (hopefully large) commission.
Now I need to build a special iPhone version of this blog.