I went to Radio Shack today hoping to upgrade my iPhone 3G to a 4.  Everything was going fine, until cashier said I’ve never seen this message – says you can’t upgrade due to excessive out of network useage.  No one there understood it, so I called AT&T.

 

They told me it was correct, I was inelgible for an upgrade.  They claimed I had too many calls that were off network.  I explained that I used my cell phone primarily as a business phone from my home – I’m self employed.  Plus my phone always says “AT&T” on the screen and I’d never had any communication from AT&T telling me my use pattern was going to impact my upgrade elegibility.  I asked two seperate customer service reps if this policy could be waived, given that I had been an AT&T Wirelelss customer since Sept 2006 and my current plan was well past the 2 year cut off.  No dice.  They told me no one at AT&T could authorize me for an upgrade!

 

I pointed out that I was paying AT&T nearly $1,000/year in fees for my iPhone voice and data plans and asked if they were willing to lose me as a customer.  Didn’t phase them.  Their only offer was to put an application on my phone that would tell me specifically when I was using out of network service.  I explained this isn’t going to help me since most of my mobile use is from my home – I’m not going to move just to meet some AT&T policy.  Plus I pointed out their online coverage map still shows my home as being within their coverage area.  But they were not going to compromise with me, no matter what I said. 

 

So, AT&T, this is thanks I get for persevering with you.  Well, I guess you leave me no choice.  I’ll be shopping for a phone on another network.  Too bad – I was prepared to sign another 2 year contract with you today, but you blew it.

 

One Very Unhappy Customer