My letter to Randall Stephensen

from: scottfdesign@mac.com
subject: iphone experience
date: june 30, 2007 11:22:15 edt
to: randall.stephenson@att.com
cc: steve@mac.com, sjobs@apple.com

mr. stephenson,

relay experience new apple iphone purchased yesterday @ apple retail store in orlando florida.
first brand loyal person, , have been at&t wireless customer 7 years, having at&t universal platinum card, , at&t long distance on home phone. far apple goes, have never owned computer not apple, had original macintosh in 1984.
have been anticipating release of iphone since january announcement, when rumor apple working on phone!
"perfect storm" me, used apple applications syncs with, , existing at&t/cingular customer, off contract, , old phone wanted replace.
yesterday, waited in line 6 hours 1 of first hands on hottest phone in history. apple experience perfect! apple store staff out talking crowd, handing out water, , making our wait enjoyable. when came time purchase, transactions efficient, , out of mall @ 7:45p eastern time. drove home activate new phone, excited.

this, unfortunately, story takes unexpected turn worse.

plugged in iphone mac , started activation process in itunes, thinking breeze add $20 iphone data plan existing shared minutes plan wife , on. @ end of process, itunes told me "your activation requires additional time complete." , wait email confirm activation. @ around 7:30p. expected delays, thousands of new customers activating new iphones around same time.

@ 11:04p received email stated "your current at&t rate plan not compatible iphone."
took 3 , half hours tell me didn't qualify!
calmly called activation number given in email, , spoke representative nice, , explained account flagged business account, , have switch compatible family plan, , re-start activation. picked plan , transferred me tech support rep fix activation. second rep took call-back number , activation id (web order number) , put me on hold, promptly disconnected.
when no-one called in 10 minutes called back, , explained situation again. transferred again, , rep told me couldn't figure out new rate plan in computer, didn't exist in system yet. said trying manager override account, , put me on hold again. time old phone taken off network. when came on, said system had crashed , couldn't more me tonight. time 1:27am.

typing email @ 11a on saturday, while on hold once again.

after 6 months of waiting release, 6 hours in line, , 6 hours of trying activate, have inactive old phone, , shiny new $600 paperweight.

while waiting , on hold 6 hours, reading internet forums many other customers having similar activation problems, new customers, , existing customers.

want simple, low minute, family plan wife's nokia, , new iphone. why hard?

can't believe, after 6 months, how woefully unprepared activation system extremely-hyped release! because supposed easy customer activate phone themselves.
upset existing customers told simple adding iphone data plan existing voice plan.

have been industry-changing event. negative user experiences mine, however, seems at&t has dropped ball!

thank time.

scott f

 

the at&t store in town told me apple's servers overwhelmed, , at&t had nothing once walked out of door phone. interesting see if steve issues statement of apology in next few days, if case.

 

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