Friday, October 09, 2009
AT&T/Apple and the failing iPhone
2009-10-09 Thursday
12:27pm Called AT&T Customer Service (AGAIN) at 1-800-331-0500
12:29pm Andrea answered. She took my info and reviewed me notes when I asked for there "tsd" department.
12:31pm she was able confirm what I said. She placed me on hold to get a "tsd" rep on the line.
12:34pm Charles from "tsd" is warm transferred over.
12:35pm Charles stated that since I've already done a restore (in iTunes) and that didn't resolve it that it is an issue the phone itself and that I will need to speak with Apple. Provided me the phone number (800) MY-IPHONE and is transferring me to them.
12:37pm I'm going through Apple's ivr.
12:37pm Victor (Apple rep) answers
12:44pm placed me on hold while he's researching my issue on his end.
12:49pm he came back and is transferring me to a new rep (without doing any troubleshooting).
12:50pm Raven (tier 2 at apple) tries calling me. My phone never rang and she just goes straight to voicemail.
12:55pm Raven stated that I am out of the warranty and if I need a new phone I should have had the Apple Protection Plan Program. I advised her that I have only had this phone for 2 months. Only 1.5 of them without any problems. She said she'll see what she can do.
12:58pm Raven says the first thing I should try is to get a new sim card after work to see if that solves my issue (or if I notice any improvements whatsoever with a new sim). She will email me the case number.
12:59pm end call
A few mins later I did get her email with the case number in it.
1:54pm seem to have working internet. I was able to even browse the app store and purchase a game (FROGGER!!!!). Why is it working suddenly now?Sadly about 20 mins later started having the same issues again.
5:00pm Read on engadget that the new iPhone OS is out. Downloaded it and noticed in the release notes they talk about fixing network connection issues (which sounds exactly like what I've been suffering through since the mms carrier file was released).
12:27pm Called AT&T Customer Service (AGAIN) at 1-800-331-0500
12:29pm Andrea answered. She took my info and reviewed me notes when I asked for there "tsd" department.
12:31pm she was able confirm what I said. She placed me on hold to get a "tsd" rep on the line.
12:34pm Charles from "tsd" is warm transferred over.
12:35pm Charles stated that since I've already done a restore (in iTunes) and that didn't resolve it that it is an issue the phone itself and that I will need to speak with Apple. Provided me the phone number (800) MY-IPHONE and is transferring me to them.
12:37pm I'm going through Apple's ivr.
12:37pm Victor (Apple rep) answers
12:44pm placed me on hold while he's researching my issue on his end.
12:49pm he came back and is transferring me to a new rep (without doing any troubleshooting).
12:50pm Raven (tier 2 at apple) tries calling me. My phone never rang and she just goes straight to voicemail.
12:55pm Raven stated that I am out of the warranty and if I need a new phone I should have had the Apple Protection Plan Program. I advised her that I have only had this phone for 2 months. Only 1.5 of them without any problems. She said she'll see what she can do.
12:58pm Raven says the first thing I should try is to get a new sim card after work to see if that solves my issue (or if I notice any improvements whatsoever with a new sim). She will email me the case number.
12:59pm end call
A few mins later I did get her email with the case number in it.
1:54pm seem to have working internet. I was able to even browse the app store and purchase a game (FROGGER!!!!). Why is it working suddenly now?Sadly about 20 mins later started having the same issues again.
5:00pm Read on engadget that the new iPhone OS is out. Downloaded it and noticed in the release notes they talk about fixing network connection issues (which sounds exactly like what I've been suffering through since the mms carrier file was released).
# posted by The Owner of This Here Blog : 10:56 AM
