Saturday, August 18, 2007

Mobile Phone Blues...

This blog / site is usually all about happy things - family, friends, cute pictures of our girls, videos and the like. However, today I'm compelled to post something of a sadder, more frustrated note. As many of you know, I took the iPhone plunge. Not on day 1, but on day 2 mind you. I don't like to be bleeding edge, I think of myself as a fast follower ;-)

Well, not knowing if I would like it or if it would be a suitable replacement for my blackberry, I decided to keep my old cell phone number on my blackberry, and just get a new one with my iPhone. I was assured by multiple people, websites, and the AT&T folks that I could, at a later time, just port my old number over to my iPhone if I so choose.

You can probably guess what's coming... after a few hours on the phone with AT&T, and speaking to 5 or 6 different people, they now claim this is an impossible feat. In the grand scheme of things, this clearly isn't that big of a deal. Its not like anyone is dying. Oh, except for the last material tie I had to Austin, where I spent 7 great years, met most of my wonderful friends, and met my wife. But other than that, its just a phone number.

I'll be updating everyone via email and plaxo with the new number. No big surprise, it will be a 415 number. So, farewell Austin, its been a good ride. I'm a full fledged Californian now.

As an aside, most everyone at AT&T was very nice about the whole thing. In fact, the last woman I talked to apologized about 6 times for the fact that I had been through so much and that they couldn't do what I wanted. So AT&T, a few words of advice:
  • Educate all your support staff... especially the front-liners. If they hadn't told me I could do this in the first place, I wouldn't be all that upset.
  • Make the technology work. The mobile phone industry is a mess. Its ripe for someone to come in and just make it "work", and whomever does that (Google?) will indeed win. Users are getting more and more frustrated, and we all know users are always right.
  • Keep up the smiling service. The one thing thats keeping me from being really irate about this whole thing is the nice folks on the other end of the phone. The multiple levels of incompetence is a downer (see point #1) but the people were all very nice.

1 comment:

Kevin Smith said...

Very wife still has her Austin number!

One question: why not just buy a new iPhone (and maybe sell the old one)? From your post, it sounds like you could have ported the number if you had given up the bberry on Day 1...