Now that's customer service.
Ever since it launched, the iPhone has been available to AT&T customers. However, though elsewhere in the world the iPhone unlocked can run on multiple carriers, those with iPhones from AT&T don't enjoy the same luxury. As a result of the AT&T lock, their phones can't be used on other networks that use the same bands, even though there is no other fully compatible 3G network in the U.S. However, that may change. According to a 9to5 Mac source, Apple CEO Tim Cook has convinced AT&T to unlock the device for at least one customer.
"Today, a reader and trusted tipster reached out to us and explained that a personal email to Apple’s Chief Executive Officer Tim Cook, who is known to keep up Steve Job’s long-time tradition of answering customer emails, resulted in AT&T making a “special one-time exception” to fulfill a request it previously refused."
The story goes that this customer's job saw him reassigned to Canada. Wanting to use his phone in the Great White North, he called AT&T to unlock his phone. AT&T told him only Apple could do that. A call to Apple directed him back to AT&T, who in turn advised him to 'just jailbreak' his phone. Frustrated with all of the back and forth, he emailed Tim Cook and explained what was going on.
The customer didn't receive any email back from Tim, but he did get a call from AT&T saying they had received his email from Cook and a request to make an exception and unlock the phone. His wife also received a phone call from Tim's personal assistant who wanted to check that AT&T had been in touch and the phone had been unlocked.
Obviously this is an exception, but it shows that ol' Tim isn't beyond simple customer service. We hope he's prepared for more requests, now that this story has gotten out.
Although I'm surprised they unlocked it Why not just tell the guy to go buy a new 4s, isn't that the Apple way?
Although I'm surprised they unlocked it Why not just tell the guy to go buy a new 4s, isn't that the Apple way?
Or ignore the whining customer, or send him/her on a wild goose chase, like the rest of the tech industry?
Can you do me a big favor and stop making all your products so damn expensive. Thanks
From yours truly,
Poor Customer
I honestly don't get it. If this story was about how Tim Cook refused, it would be hating all up on him. Now that he actually listened, he still gets some heat. Lay off. ATLEAST he reads those emails. Sheesh. (Not fanboy, just annoyed)
He could have easily sold it and have gotten most of his money back. Early cancellation is like $400 and phones are running about $500.
AT&T has decided that the iPhone is special. If you had any other phone with a new contract with AT&T for 6 months or 10 months after a new phone's release, they will give you a carrier unlock code.
I wasn't insulting Cook, I was insulting the rest of the tech industry's habit of hiding tech support numbers, putting customers on hold for hours (and playing a cheesy music), making them go through as many automated customer service machines as imaginable, then forwarding them to a subpar tech support company that hired people who can barely speak English, and then charging a few hundred dollars for the tech support even if the customer's problem wasn't fixed.
Assuming if the company even has a tech support...
It is expensive, but worth it to get a different phone and provider.
Better yet, get an Android and work anywhere in the world at high speed.