Ok, so here is something that seems simple and straightforward. I was looking at switching wireless carriers to AT&T to look at the iphone. I went on their small business site and chose the iphone I wanted after I was prompted for a few questions. I chose the voice plan I want , then I get to the data plan screen. I do not use Exchange server, I have an IMAP email account so I read the two plans and have a simple question. What am I loosing if I go with a $30.00 data plan and not the $45.00 data plan? Simple right? Well I started a live chat, and you can read what follows. Are you kidding me? Can it really be this hard to deal with call centers? Where was the breakdown in communication?
Please wait for a chat agent to respond.
You are now chatting with ‘Amit’
Paul: I am a small business currently with XXXXXXXXX. I am looking at switching to AT&T. I am a bit confusing by the 2 data plan options for the iphone. If I am not using Exchange server, my email is an IMAP, am I loosing anything if I go with the $30.00 data plan instead of the $45.00 plan?
Amit: Welcome to AT&T Premier Support. I am reading your question and will be right with you.
Amit: To clarify, you want to know port your number with AT&T and also want to know about data plan. Am I correct?
Paul: No, I do not want to know my port number. I will port my current number from Verizon Wireless. I just need clarification on the 2 data plans for the iphone. If I do not have an Exchange email account, what am I missing if I do not get the $5.00 Enterprise data plan?
Amit: Are you new customer?
Paul: NOT YET…
Amit: I’d be more than happy to assist you with this.
Amit: For security purposes, can you please provide me with your full name, the account holder’s name, and the last 4 digits of the account holder’s social security number? You can also provide the account password if you have one in place for verification purposes.
Paul: Of What account? I do not currently have an AT&T account.
Amit: No problem.
Paul: Why would you ask for my account info when I stated above I am not an AT&T customer, I am currently a XXXXXXXXXXXX customer?
Amit: I apologize, For assistance with Exchange email account, please call Premier Support Center at 1-866-499-8008, Monday – Friday from 8:00 AM – 9:00 PM EST.
Amit: Do you have any questions regarding the information we discussed today?
Paul: I just said I do not need an Exchange server plan. Are you reading what I am writing above. I have currently an IMAP email account, so what am I missing if I do not get the $45.00 data plan for my iphone?
Amit: I would like to inform you that if you order iphone you need to take exchange server plan. But you can skip this plan with other devices.
Amit: Do you have any questions regarding the information we discussed today?
Paul: I am currently on choose the data plan for your IPHONE screen. It is giving me 2 options. The $45.00 Enterprise Plan, and a $30.00 Data plan for the IPHONE!!
Amit: Okay.
Amit: As per your requirement you can take any plan.
Paul: So stop telling me I can only choose the enterprise plan. I do not understand. IF I chose the $30.00 data plan for my IPHONE, is there limited browsing, a bandwidth restriction, anything?
Amit: I am currently working to research your concern. Please hold and I will be right back with you within 2 to 3 minutes.
Amit: Thank you for waiting.
Amit: You can get unlimited browsing.
Amit: You can get unlimited browsing
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Tags: customer service, Marketing, Technology
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I am a frequent reader of your blog posts. I liked the recent one and other posts on your blog so much that I have subscribed to the blog’s RSS feed in Thunderbird. Even thinking of stealing some ideas and put them to work. Keep all the good work going by posting more informative posts. Thank you. Time well spent on this post.
I’m behind you right through this. You have a basic right to your opinion, and you ought never let other people tell you otherwise. Good on you!
I’ve bookmarked this because I found it funny. I would be extremely keen to hear more info on this. Thanks!
Fascinating! But you should check your comment plugin more frequently. You seem to be receiving some spam comments. I had a similar problem myself. So these days I check everything with extra care.
Cool! But I alternative ideas personally. But I certainly support your right to think what you like.
Useful stuff, but the theme don’t display properly on my Powerbook…perhaps you ought to check that out. Thanks, anyway.
Cool stuff, but the posts don’t display properly on my iPad…maybe you should check that out. Thanks, anyway.
What are your ideas? this is a blog, so please speak freely. If just reading the transcript that I copied, it was incredibly frustrating to have to repeat myself multiple times because a customer service rep was reading from a card and not listening to me.
I am looking into that now, thanks for the heads up.
That’s what I am hearing. I am looking into that now, thanks.
I did get a couple which I deleted, and you were correct. I checked my active plugins and probably 12 of the 18 needed updating and so I did, hopefully that fixes the spam. Thanks.
Well, I think that clears up a couple of concerns for me. How about anybody else?
Thanks for putting the time into this, i was searching on Google and finally found your site and got my concerns answered.
What concerns may I ask? were you afraid I was a disgruntled ex employee? I hope the post didn’t put anyone off, but it was to point to the absurdity of customer service that we all have to endure sometimes.
I’m supporting you every step of the way. You have a legal entitlement to your own ideas, and you should never let anyone tell you otherwise. Well done!
Cool stuff, but the sidebar don’t format properly on my iPad…maybe you ought to check that out. Thanks, anyway.
I didn’t quite understand this at first. But when I checked it out a second time, it all added up in my mind. Thanks for the idea. Absolutely something to think about.
Hey, thanks…I’ve been waiting for information like that. Great! That’s really informative. Well done!
Well, the article is actually the freshest on this deserving topic. I agree with your conclusions and will thirstily look forward to your next updates. Saying thanks will not just be enough, for the great lucidity in your writing. I will instantly grab your rss feed to stay privy of any updates. Fabulous work and much success in your business enterprize Stocks Forum
assist me. I cant read the first post properly. Thats what I came here to read so please help me.
Really liked your website really got your point acrosss. Found it while going through bing so wanted to tell you good job and you have a bookmark from me.
Justin- Thanks for the nice words. If only I could get my comments page to render properly!! I web developer just moved to Oklahoma, and so I am left to stare at php code!! I’ll get it worked out. I will have a new post tomorrow.