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posted on 09/11/07
Another Reason to Dislike AT&T
I was walking through the mall the other day, when my iPhone all of a sudden shut off. I pushed the home button, no reaction. I pushed the wake button. Still nothing. No worries though, just a few feet down was an AT&T store. I walked over and asked the guy behind the counter.
“Hey, this is kind of random, but I was just walking by and my iPhone shut off. How do I wake it back up, or reset it?”
I expected a simple “well just flip this switch back and forth and hold this and this button down…” But no, that would be too much to ask for. Instead I got the beginning of the story of how this guy had an iPhone and returned it because he didn’t like the keyboard. I told him I really liked my iPhone, sorry he didn’t like his, I just wanted to reset my iPhone. What do I do?
“Sorry, I never ran into that.”
Well that’s great that you didn’t experience that with your own iPhone, but I’m coming to you because you’re working at AT&T. You should have some sort of knowledge of AT&T phones. Especially such a popular device. They did just sell a million of these, right?
Nope, that was too much. He told me he didn’t know anything about it, nothing could be done. Maybe I could send my phone back, wait two weeks, and get another one sent to me.
So I walked away, thinking that was some ridiculous advice. I decided to sit down and fiddle with it for a second. I know how to reset an iPod. Can’t be too much different. So I tried what I thought might seem logical. Held down the wake and home button for 10 seconds, and there we go, Apple logo comes up, and I’m all set.
Now if I were just at home and this happened, I would have just played with the phone for a second and figured it out. But I was almost right next to an AT&T store, so I thought it would be easier to just ask. What bothers the hell out of me is that the employees didn’t know anything. Not even how to reset this thing. What is this, Kinkos?! Can someone gives these guys a manual? Everyone already hates cell phone companies. Let’s aim for SOME redeeming qualities.
Matt
posted on Sep 12, 12:23 AM
@brad fair enough. you make a good point, and while I was disappointed at that at&t store, I’m sure there are some knowledgeable folks working there too
Montoya
posted on Sep 12, 11:28 AM
You have to remember that most of these people are sales, not tech support. Some stores have tech people but it’s not common. You can’t expect a sales person to be trained in tech things like “product troubleshooting,” even though it seems easy enough.
Brad Purchase
posted on Sep 21, 02:57 PM
I’ve run into a similar problem with Rogers in Canada. I have a 2 year old Motorola v635, and I ran into some issues with the device early on. When I brought the phone back to the very same Rogers store where I bought the phone, they didn’t even know it existed. I ended up leaving none-the-wiser, because even the manager on duty didn’t know anything about it.
Phone companies. ¬_¬
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brad eshbach
posted on Sep 11, 10:47 PMi work for an at&t corporate kiosk and i can tell you that i, and most the dudes i work with, know more about the iphone than steve jobs does. at&t is a very “corporate” company to work for but i dont want your opinion to be soured—or reinforced—due to some idiot kid that happened to luck his way into a job.
i wont judge you and all art students just bc of the douche i see at the art gallery going on and on about some artist noone has ever heard of just to sound cultured! :)
haha