Re: [apple-iphone] unlocking an AT&T iPhone

That's why I don't deal with AT&T unless I have to. All my iPhone/iPad
problems go through Apple. When I purchased my new iPad, I ordered online.
Any time I want to connect via 3G, I set it up via the iPad and all is
fine. Haven't been into an AT&T store in years.

It's up to AT&T to keep their employees informed and up to date. Having
worked for att's landline crevice, I know that "personal knowledge" is
something employees can use if they are absolutely sure it's correct
information. If they are wrong, they canbe sever,y punished. Therefore,
most employees won't go out on a limb for any customer. AT&T works on the
policy of "need to know" and what they think their employees "need to know"
is less than what they REALLY "need to know". It's a sad situation but
that's the way of big business these days.

On Thursday, April 12, 2012, N.A. Nada wrote:

> **
>
>
> Well, I got it done! My AT&T 3GS iPhone is officially and legitimately
> unlocked, without jail-breaking.
>
> And that is the short story.
>
> The long story, I waited until Tuesday, and it took an hour and 32 minutes
> on the phone with AT&T Customer Service(?).
>
> I first looked at their web site and could find no information about the
> new policy, so as I expected, they had not informed their employees. The
> gal tried to fit me into the past (box) policy, which required that I pay
> the "full" price without a subsidy. I explained to her that in 2009, there
> was only one price and it requires a 2-year contract with AT&T. Well, I was
> required to fax them a copy of the receipt, but funny she had all the
> information on what to include on the coversheet, but had to go looking
> elsewhere to find the fax phone number. I played along while I looked for
> the nearly 3-year old receipt. Some of the problem was although they can
> see the IMEI number of the phone on the account, the phone number on the
> account is confusing them. I ported over a number from another state to it,
> and I bought it from Apple since they couldn't keep them in stock.
>
> I asked her if we were required to have a data plan with the iPhone, why I
> could not email in a scan of the receipt. I have not faxed anything in over
> 4 years. I'd have to go to Kinko's to fax it.
>
> I had to fax in the receipt, with the case number she never gave me to
> have another department, that I could not call directly, to get their
> approval in a few days (possibly 8 days).
>
> Then after talking to someone else, she found out there was a new
> procedure and that she had to transfer me to Tech Support, who again I
> could not call directly. Nice thing about it, they have changed another
> policy. She had to talk to TS before she could release my call and go on to
> another call. So every 5 minutes or so, on hold, she would check in with
> me. Nice to know that their employees are not getting a taste of the real
> wait times. If only management would learn.
>
> So after an hour and 27 minutes, I am put through to Tech Support. Who
> already can see all the information and thought I had the IMEI memorized. I
> told her, just a moment, let me look it up. After confirming the number,
> she told me that she would forward the approval to Apple and then read off
> the steps for me to unlock the iPhone. I asked if they were going to send
> me an email with instructions, and she said no. I never did receive any
> written instructions. She said it could take up to a few days for Apple to
> send the change to my phone. AT&T is supposedly going to check with me to
> see if it worked in 48 hours. She cautioned me it might take several hours
> to complete the process.
>
> I waited about 45 minutes and then sync'd, backed up and then restored by
> iPhone while connected by cable to iTunes. It did not unlock it on the
> first attempt. It did unlock it on the second attempt. After restoring it
> to factory setting, it gave me a quick screen saying it was unlocked. Then
> it began a third restore, restoring all my stuff, including my docs for
> other apps, photos, and SMS messages. This took nearly 2 hours.
>
> I can find no indication that the phone is unlocked, and I don't have
> another providers SIM card to verify it. So you do have to watch the screen
> while it is restoring.
>
> The moral of the story, AT&T is performing with their normal lack of
> efficiency. Service times and wait times are long, AT&T employees are
> uninformed, and each person you speak to, is on a different page.
>
> (Hey, AT&T, if you are listening, if you had each CS and TS employee read
> an email or memo when they come on, before they start answering the phones,
> and your efficiency would increase dramatically. Not to mention customer
> appreciation. Remember, you are paying for the 611 call and the employee
> wages while they assist me. She shorter the call the more efficient they
> are and possibly lower the overtime.)
>
> Brent
>
>
>

[Non-text portions of this message have been removed]

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