I am a 23 year client of ATT wireless. First I was with Cellular One way back in the early 90s. Cingular (ATT's venture into wireless) bought Cellular One. Cingular then changed its name to ATT Wireless. So basically I have been with the same company since the birth of the modern individual cell phone business.
Last year, while I was about 18 months into my 2 year contract, I called ATT customer service to have my phone unlocked so that while I was travelling overseas for an extended period I could use local sim cards in the areas I was visitiing.
After an initial "we can't unlock your phone if you are still under contract unless you opt to pay for the difference between the 199 price and the full price of the model you purchased, etc...," I then asked to speak to a supervisor. I explained to the supervisor why I needed the phone unlocked. I also let them know that I was, at that point, a 22 year client and that I wasn't going to run to a different carrier when my phone was unlocked. I explained that I really appreciated the service provided to me and I would think that ATT also appreciates that I haven't defected to another carrier and remained a loyal client throughout.
Well, sure enough, the supervisor accomodated me and did the necessary steps so that I could unlock my phone. Guess what? After my trip overseas was finished and I returned, I still remained an ATT client.
So today I called to have my current iPhone unlocked for the same reason and I get the same initial response, "we can't unlock your phone if you're under contract or installment unless you pay it all off or the full price of the phone." I requested to talk to a supervisor. I received a call back from a supervisor and got the same song and dance telling me that this is their policy (yes, it was the same policy last year).
I can't tell you how calmly and simply I described the situation to the supervisor, yet still I was told that same line. I told them it's always possible to unlock my phone. I told them that I understand why there would be such a policy to thwart new clients that just want to scam ATT for the phone and then go to a different carrier. But I'm not that type of client or I would've already done so last year when my phone was unlocked or, frankly, years ago.
For the life of me I can't understand why this is so difficult.
I then said to the supervisor that it totally defeats the purpose of going on installment or contract and then having to pay it in full or the difference AND THEN you will unlock the phone.
And here's where it gets really sad. I told the supervisor that if I was to pay the phone off just so ATT would unlock it, then there is no value in being a client of ATT and at that point what's the difference if I went to a rival carrier? The supervisor then said that "we would hate to lose you as a client." I cut him off lickety split and said, "no, you wouldn't hate to lose me as a client, you don't value me as a client or you would make this simple accomodation and unlock my phone."
I mean, seriously, what business wouldn't accomodate a client spending money with them every month for 23 years!! Sheesh, could you imagine a restaurant telling a 23 year client that it's 10:02 pm and we can't serve you because our last order must be placed at 10:00 pm?? No business would treat a client like that, NONE.
Please, ATT, remedy this for a life-long cellular client.
Thank you.