How To Get What You Want From A Cell Phone Provider.
I have been having problems recently with my cell phone, and I have been calling tech support on and off for a couple of months now. I have learned a lot on how to deal with these people, and I want to share it with you so that you aren’t taken advantage of by your cell phone provider. Unfortunately, cell phone companies in the United States are not like Europe, and are heavy on the contracts and run arounds. Off the bat, I want to make a note that in my personal examples I am using AT&T as my example, because it’s the one I am using and the one I had the experience with. However I am sure this will apply to any carrier anywhere.
The problem with most cell phone companies is that when it comes to giving you something, outside your normal contract (and they do love their contracts) it becomes a bit of a hassle, mainly for you. Effectively you have entered a sort of contractual gray area. Where the contract doesn’t stipulate anything about replacement in writing (other than the usual refurbished replacement nonsense), but at the same time they do want to keep you as a customer. In my case I wanted another phone (a Blackberry Bold), for the advertised price of $299.99, because my iPhone 3G kept breaking every couple of weeks (four replacement units in two months). In the end, remember that cellphone companies are WELL within their power to do basically anything that isn’t completely unreasonable or illogical. If you have a genuine problem they will eventually provide you with a solution that keeps you happy, but it’s going to take a lot of time (2 hours and 4 people later), patience, and persistence.
First of all, be nice. Don’t get angry but communicate frustration, and don’t tell them to eat shit and die or anything like that. In the end, these people have to deal with jerks and loud mouths all day. Someone with a calm voice having a nice rational conversation will be a breath of fresh air to them. Hence they will be more likely to accommodate you. Have patience, cause this will take you a while, and you will have to explain your entire story a few times. But above all, make yourself a little promise that you will not hang up until you’re happy. Always remind them that you are a great customer and you love the company and the service (kiss a little ass basically) but are completely open to the idea of leaving to their direct competitor, in this case Verizon.
The usual plan of attack for customer relations reps is not to tell you anything of benefit to you unless you actually figure it out first. In my case the woman wanted to SELL me another phone to replace my defective iPhone at full price. This is their launching point, as if to test whether paying $600 for a cell phone sounds acceptable to you. It obviously wasn’t, So I quickly reminded her that not only do I pay about $400 a month (family plan) but that for $600 dollars I could pay to cancel my contract with them, buy a Blackberry Storm with Verizon, and still have some cash left over.
“One second please, let me talk to my manager.”
The best nine words you can ever hear from a AT&T tool customer care representative. The manager is the corner stone of this entire enterprise. This person has the power that the person on the phone lacks. In fact ask to speak to them, as they are more likely to give you want, because they have the ability to do so. When the manager comes in to play this means that you have beat them using nothing but logic, reason, and a bluff to take your business elsewhere. At this point expect to get the standard, new customer price on the phone you want, with all the applicable rebates attached. However, just because you have broken them, doesn’t mean that we are done. This will come with a standard run around. The lady on the phone told me the device was out of stock, but I called back and the other said the phone was IN stock but that a manager needed to approve it, of which none were available. The THIRD time the lady not only shipped the phone, and got it approved, but credited me $250 for my iPhone (and let me keep it) and waved a $75 fee.
Remember that these things are always hit or miss. Sometimes you’ll get a human being with…you know, a soul. Other times you will get the incarnation of Satan himself. Providers will always try to help you as little as possible, so it is up to you to be respectful yet firm and demanding. In the end they will either do what you want, or watch you leave to a competitor. Be calm, patient and firm. Like my friend Janette told an AT&T rep once, “By the end of this conversation you are going to do what I tell you…so lets save each other some time.” And that is EXACTLY what the outcome will be. In the end, your carrier will do what you want, you just need to fight for it, because they aren’t just going to give it to you. Feel free to leave your tech support, customer service horror stories below.
