Further adventures in corporate indifference and stupidity.

Transcript of  my chat with an AT&T ‘sales’ rep below.  I tried to by a Refurbed Smartphone today to cut into the cost of having to upgrade without the benefit of the rebate.  They really don’t want to take the extra $30 a month.  Brilliant.

Chat InformationThank you for your patience! An AT&T sales representative will be with you shortly.

Chat InformationYou are now chatting with Keiera, an AT&T sales representative.

Keiera: Welcome to AT&T online Sales support.  How may I assist you with placing your order today?

Keiera: Hello, I am happy to help you today.

Eli: Hi Kiera.  I just bought a quickfire from a Portables store and updated my contract with them, then work decided they wanted me to upgrade to a dataphone.  I was thinking I wanted to pick up a palm or a refurbed blackberry and upgrade to data service… can you help out with that?

Eli: Sorry I dropped that e in your name.

Keiera: Is this plan under a business account?

Eli: nope. personal account 443-621-0527

Keiera: Have you already upgraded this account?

Eli: To data/smartphone?  No

Eli: We did add unlimited text to my phone and my wife’s

Keiera: To upgrade (replace) your phone, please log into your account using the “My Account” button and choose “Check Upgrade Options”.  When a new phone is available for your account, an “Upgrade phone“ link will display in the list below.  Follow the directions to complete your upgrade online.

Keiera: https://www.wireless.att.com/olam/loginAction.olamexecute?goto=%2Folam%2FgotoLogin.olamexecute

Eli: I’m fairly sure I won’t be eligible…

Keiera: If you are not eligible, you can go into the AT&T retail store and purchase the phone there.

Eli: What about this “No commitment pricing” I’m seeing on the website?

Keiera: This is the price you will pay in the AT&T retail store.

Eli: OK. Do they sell refurbs at the store?

Keiera: I do not have information on the stores inventory.

Eli: Well can I buy a refurb phone online?

Keiera: We do not sell the Phones, PDA’s or PC Cards online without a rate plan.  The online promotions and discounts are only for brand new activations (new accounts, or additional lines on an existing account), or customers eligible for an Upgrade (replacement) and willing to renew their contract.  To buy the device-only, you will want to visit one of our stores to do so at their retail price.

Eli: So you can’t pay the phones at the no commitment price as displayed on your site?

Keiera: Unfortunately no, you will need to do this at the retail store.

Eli: But you don’t know if they sell refurbed phones in the local stores.

Keiera: As far as I know there are no refurb phones sold in most retail stores but I do not have information on their inventory.

Eli: So the website that shows refurb phones with not commitment pricing is pretty misleading isn’t it.

Keiera: It will be the same as the new phones price.

Eli: Wow. That was a total waste of my time.

Eli: Not your fault mind you, but frustrating none the less.

Keiera: I understand your frustration, is there anything else I can help you with today?

Eli: I don’t reckon so.

Keiera: Thank you for choosing AT&T.  Have a great day


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