Bad Customer Service

So, AT&T Wireless pissed me off.

Here's a copy of my complaint filed with the Michigan Secretary of State Consumer Protection Division (a shorter version was filed with the Better Business Bureau).

AT&T Wireless provides a cellular coverage map on their website that is deceptive. It is not entirely applicable to any of the phones that can be purchased via the website.

Specifically, the area marked "Expanded Calling Local Service Area" which requires what AT&T Wireless calls a 'multi-band' phone is not available to people using the website to purchase service since AT&T Wireless does not list their 'multi-band' phones for purchase there (they are only available via a physical store or via phone).

Note that here AT&T Wireless chooses to use a different terminology than many other carriers (a multi-band phone could be used to describe what AT&T Wireless means, or it could be used to describe the phone I purchased from AT&T Wireless - a tri-mode GSM phone). AT&T Wireless here means that the phone can connect to their older 'TDMA' network (what is really an IS-136 network as GSM also uses TDMA signaling on-air) and their newer and smaller GSM network. In the context of only GSM phones multi-band is often used to refer to phones that connect to multiple GSM frequencies (such as the ones used in Europe).

I purchased service from AT&T Wireless on May 8, 2003 with the good-faith belief that my phone would be able to connect AT&T Wireless towers across much of Michigan. In fact, it can not. However, I only recently went outside of their GSM coverage area and discovered this and so I was unable to take advantage of their 30-days after purchase "buyer's remorse" refund program.

On September 8, 2003, I contacted AT&T Wireless customer service to find out what could be done about the situation. I had decided not to ask for a refund of my monthly bill(s) or to be able to return my phone and accessories for a refund, but to instead ask for a discounted price on the purchase of what they call a 'multi-band' phone (specifically their cheaper Siemens s46 which they sell to new customers at $99 but has a 'full retail' price of $200). I assumed that they would be able to offer me the phone for ~$150. After discussing the issue with a female customer service representative who did not give me her name, I felt that I was unable to communicate the issue to her (she did not seem to understand what I was saying). She refused to give me a discount. I tried several times to explain more clearly, but it was to no avail. I called back a little later and spoke with a much more helpful representative (Tim) who wanted to help me (I asked him if I was being unreasonable, and he said 'no'. He also confirmed that the 'multi-band' phones are not available from the website) but could not since AT&T Wireless has a strict policy of no discounted phones until the customer has had service for 9 months (recently moved up from 6 months). I askd if it made a difference if I was willing to extend my service contract, and/or upgrade to a more expensive cellular plan. He said that it did not. Since I had only had service for 5 months, he could not do anything for me. I asked if there was someone there who could, and he sent me to their escalation department (although he did mention that it was unlikely that I would get anything from them). The person I spoke to there very quickly informed me that it was against policy for them to discount phones before 9 months of service. I asked if he had any other ideas of something we could work out, and he did not. I asked if there was someone else I could speak to, he said that there was not. I asked if he had a supervisor, he said that they did not take calls. I asked if one could call me. He said that one would call me in the next 3 to 5 business days.

I received a call at 10:35PM on September 11, 2003. Since it was so late in the evening from a phone number that I did not recognize, I let the call go to my voicemail. It was Jeff calling back and stating that his supervisor had read the form he submitted and confirmed that I could not get a discounted phone unless I called back on or after January 8, 2004.

At this point, I would simply like to be able to cancel my AT&T Wireless account without paying the $175 contract early termination fee.