SIM Kudos and a message from AT&T Customer Service

First, I'd like to say that whoever came up with the idea of using removable (and transferable) SIM (subscriber identity module) cards for storing account information for phones is brilliant, and the implementation works great. I know this because in response to the problems I've had getting my MPx200 smartphone activated by AT&T, I researched techniques for removing the SIM Lock (most phones are locked to the SIM card provided by the phone company from which you bought the phone), which would enable me to move the phone to a different wireless provider. Using a code purchased online, I unlocked the phone, removed the AT&T SIM and replaced it with the one from my Pocket PC Phone. With no additional configuration, I was able to make and receive calls using my existing service (T-Mobile). With the addition of a data connection to T-Mobile's proxy, I was also able to browse the web using the MPx200. The fact that the process was that simple is a testament to the sound planning that went into the SIM card and phones.

That said, I'm still ambivalent about just ditching AT&T and going with my existing service provider. The reason that wireless providers use SIM-locked phones is because they subsidize the price of the hardware. The cost of the phone from Amazon.com was $299, with a $150 rebate. Even if you forget about the rebate (which I wouldn't be eligible for if I cancel the AT&T service plan), the $299 price is substantially lower than the price of a non-SIM-locked MPx200 (this seller advertises it at $553.28). Even though I think AT&T has completely botched their customer service, and currently cannot even activate my phone, I'm not sure that making them eat the additional hardware cost of the phone is ethical, even if the service plan allows me to cancel within 30 days of activation (which it appears to do).

Complicating matters even further is the missive I received from someone claiming to work at one of AT&T Wireless' customer call centers, which suggests that matters are even worse than I thought:

Hey there, guy. I found this page after doing a generic search for AT&T Wireless problems. I work at the largest AT&T Wireless call centre and we thought it was hilarous that the upgrade is getting media attention, so I did my search. I apologize if I do not sound sympathetic. This sucks for you, for sure. It's just that poor planning is a way of life where I work so I am taking a little solice in the fact that it has bitten them on the ass to the point where there is media attention.

There is a sign in my centre stating (paraphrasing)"Software upgrades from 8pm Friday to 8pm Monday. GSM reps, do not log in until told to by your supervisor." Someone wrote "What year?" next to the "8pm Monday".

...

We do not the cluestick, we need the clue-bomb.
Certainly doesn't sound like sticking with AT&T would be the wisest choice, if what this person says is accurate. And my experience thus far seems to back up their statements.

So I have a quandary...do I honor the service agreement that I agreed to when buying the phone, or do I cancel it, given that the terrible customer service is not information I had prior to making the agreement? Alternatively, I suppose I could just return the phone, which would eliminate any concerns about making AT&T eat the hardware cost, but I like the phone, and would just like to be able to get it working. What would you do?

UPDATE: It appears that AT&T has finally gotten their CRM systems back on line, more than a week after starting the upgrade. I'm guessing that when the mobile phone # portability deadline passes, they're going to see a lot of customers migrating away from their service. So that's the good news...I was able to reach someone on the phone, and they told me my phone is already active (really? so why can't I make calls then?). After explaining to him that the phone insistently said “No Service“ despite having plenty of signal strength, going through about 10 power-off/power-on cycles, and two calls to his tech-support person, he informed me that I'm going to have to go somewhere else, preferably two or more miles away, to get the phone to accept its “over-the-air“ activation message. So I guess it's time to take the phone on a road trip. Who knew a phone would be such a high-maintenance companion? Wonder if I should try buying it dinner and flowers while I'm at it?

Also, for anyone who's in a similar situation (or who is considering buying the MPx200), I asked the customer service rep about their cancellation policy. The policy is that you can cancel service anytime within the first 30 days after activation, with no early termination fee. When I asked him what cancellation would mean hardware-wise, his response was that that was between me and the store I bought the phone from (in my case, Amazon.com), and that whether I could return the phone itself would depend on their return policy. He said I would not, however, be obligated to return the phone, and that that was up to me. So it looks like if I want to cancel the AT&T service and switch to T-Mobile, that won't be a big problem, other than giving up the $150 rebate from Amazon. Given that I can save $20 a month switching to T-Mobile, I can recoup that in 8 months (notwithstanding the incredibly expensive data plans at AT&T).

4 Comments

  • The real question is this: should you reward AT&T by paying for this level of service? Every dollar you give them is a vote that "yes, I like what you are giving me for me money." If that is not how you feel, then you should vote "no, you have not given me my money's worth and I will not pay you to continue to give me this level of service."

    I am not in your situation so I can not answer that simple yes or no question.

  • If there is a legitimate way to get you the phone cheap AND get away from ATT, I would do it. They wrote the contract, and so any ambiguity should break in your favor. If the contract were worded more strictly, I am sure they would hold you to it.



    And very cool that you can unlock the phone and use the T-Mobile SIM!

  • Doug,



    I just got off the phone with the folks at T-Mobile, and they are more than happy to sell me a new SIM card (approx. $20) and sign me up for a new plan. The only downside is that each phone will require its own data plan (though I can set up a shared minutes plan for voice calls). Of course, given that unlimited data at T-Mobile is $19.99/mo. for each phone, and $79.99/mo. at AT&T, it's still a bargain.



    Also, in case I hadn't mentioned it before, the problems that AT&T is experiencing (and I think other carriers are also going through similar, though less severe, difficulties) are because of the need for accomodating the expected flood of customers changing carriers when mobile phone number portability goes into effect later this month. T-Mobile is also updating their systems, but seems to be having better luck than AT&T. Alas, I suspect AT&T has managed to guarantee that most of their traffic will be people switching *from* their service to other carriers, rather than vice-versa.

  • I bought an unlocked cell phone online (Ericsson T68) and bought the $20 Sim card from AT&T as well. I use it all around the world. So when I am in Singapore, I go to the local cell phone company and buy a disposable SIM card for around $20 that includes about 1-2 hours of call time. It is rather nice to switch it how I see fit.

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