Apple and ATT Don't Care...3 days and still haven't gotten a person to help

Question

My original iphone since upgrading the firmware to 2.0 has sporatically but for many many hours at a time has stopped allowing incoming or outgoing calls. I have attempted to reach both ATT and Apple to get support. Here is cronology of my attemps to get help to fix my phone. I don't think apple or att care about their customers at this point. After being an att customer for 10 years i am now considering the new sprint service with the new samsung device since I can't get anyone to help me fix my iphone so i can actually make or receive a call.
July 16th, 2008
11:30pm called att support 888 327 2610 and chose the option for "not able to send or receive calls"
spoke to an agent who said i would need to call back in when i got my bill.
Jason Poersch - Supervisor
VRU...is routing to billing, not even to tech support
Tried to tell me to call apple support..but i asked if this was an att issue or apple he said it could be either..well i called att so why does att check it out before telling me to call apple
Said that I would need to call back when i got my bill to have it adjusted b/c they couldn't adjust it at the moment.
Asked for corporate phone number to log a complaint....Said to look it up on-line...when my phone isn't working.
Jason agreed to send the email for me to the corp complaints. I find it very odd that a phone company will not handle complaints via phone, but force you to send them in an email.
11:50pm...transferred to att support...message experience unusually high call volumes due to networking issues. (what time of the day is good to call when you cant get thru even at midnight???)
11:59pm David Hamrick in tech support answered
* unaware of problems ...just normal call volumes ...even though they had a message on phone line
* we cannot do any trouble shooting here at att at all..you have to call apple
* David did a warm transfer at 12:01
Then however ..he said he would have to put me in the queue..as he was transferring me in..the vru said apple was closed and that i would need to call back during normal business hours!!!!
12:07 am I asked for a manager and David said a manager would tell me the same thing..I said I would still like to speak to a manager. He put me on mute and came back saying a manager would not be available but he can put me thru to voice mail. I said that after being on the phone for over a half an hour..that i would wait until at&t decide to help me. i needed my phone tonight..not another day. He said ok..and put me on hold.
12:15 am Jerry Henry (mngr)...
He said that i would need to go to att for any troubleshooting on the phone...i said what about the network..had we ruled that out? after all u had a message on your vru indicating that you were having networking issues. I would think i deserve the courtesy of having someone rule that out before sending me to apple so i don't have to come back again if it does happen to be the network.
He called as well and was told to call back during normal business hours
12:30 am *earlier today...outage in this area
creating a ticket and will call me back in 1/2 hour..
12:46 am called me back..he has opened a ticket..they should text me and call me when working. Jerry to research apple hours. Jerry to call me at 6:30am with status.
July 17th, 2008
6:30am ..no call from Jerry Henry on either phone number. My cell is again not able to send or receive calls.
9:22am...called 800 331 0500 again..chose options for support...they said they were transferring me to apple support.
*VRU..experience high call volumes and that they recommend calling back later....but I could hold and did...since it doesn't seem to matter what time of day I call..they are always experiencing high call volumes. .
9:40 am ..hung up as couldn't hold any longer
11:55am called support again.
* *VRU..experience high call volumes and that they recommend calling back later....but I could hold and did...since it doesn't seem to matter what time of day I call..they are always experiencing high call volumes. .
12:12 pm ...Shawna in Canada ..would not give any additional information to be able to identify her in the event of a follow-up or concern.
* Also asked for her managers name so i had an additional reference for follow-up. She put me on hold ot go ask her manager if she could give me her managers name. Shawna returned to indicate that her manager said she could not give her manager's name.
* I then asked to speak to the manager directly...and she indicated it would be a long wait but that she would get a manager and would check back with me while I waited.
12:18 pm ..put on hold while waiting for a manager
12:25 pm ...still holding ..no one has checked back with me yet
12: 41 pm still holding..no one has checked back with me yet
12:: 57 pm ..still holding..no one has checked back with me yet
1:06pm ..still holding..no one has checked back with me yet
If they cared..do you think they would respond at some point?

Answer 1

FrustratediPhoneuser wrote:
"My original iphone since upgrading the firmware to 2.0 has sporatically but for many many hours at a time has stopped allowing incoming or outgoing calls."
Based only on that, stop bugging Att. It's highly unlikely to be their issue.
Phone was working fine. You didn't change the sim, your plan, or any Att-related apparatus.
You update the phone's software. That's Apple's purview.
You've had sporadic functionality with the network, and there aren't widespread posts about Att's network dropping away from many people, so that points to the fault being on your individual unit.
You haven't mentioned if you've done a full software restore. If you haven't yet, you should try it. Then test it out before loading it back up with applications. Especially if you've jailbroken it.
If you have jailbroken it, it's all too easy to imagine one of the wild applications isn't compatible with 2.0...
If it works after the restore, re-install your apps one at a time, checking each time to see which one might be wrecking up your phone.
Good luck.
Message was edited by: Argyron