Cingular Gets Gobbled by ATT and Bye Bye Customer Service!! LA-Story CELL PHONE REBATE Rant!!

What is it about companies– particularly tech companies– that force them to gobble up competitors with promises of continued- scotch that– improved customer service and then of course, once the deal is done, things go down the proverbial toilet.
My partner and I had been quibbling about cell phones. I was on a tear because my contract would be up in August and I was dying to move from Cingular to Sprint or Verizon or some other carrier. My partner’s contract was up already and he was jonesing for a new phone because he was of the “old school” of old ( I mean really old) Nokia phones.Nokia is known for quality products and I had previously used them till I went to a Treo x2 (600 and 650) because I wanted the functions of my Palm Pilot/calendar/contacts and cell phone in one device. Nokia didn’t offer that at the time and I switched over, paying a hefty price tag for the functionality twice.
Given that we had switched land line providers to bundle with Charter Communications (a move I would soon regret when it came to telephone service. Their internet and cable tv are dandy. The phone service has left me with intermittent voicemail and the inability to retrieve voicemail remotely. Sigh — I digress because that’s an entirely different post/rant.)
The voicemail problem remote access could be solved I was told by Charter engineers if I upgraded both cell phones. (Thankfully they don’t offer that service).

Those comments from Charter drove us to Cingular store to check out what kind of deals they could offer in hopes of KEEPING us since I was the main customer for 8 years. We went in, looked, thought, talked to a very nice guy (sans commission) and made some decisions. The phone I wanted wasn’t in stock at the time but would be in hopefully that week.
I stayed in touch and eventually the phone I needed came in– the Samsung Blackjack because I wanted something with 1) great functionality and 2) a good camera to take photos particularly i n a darkened room like a club and 3) slim profile. The Blackjack does all three. (ahem.. they are not payng me to say this. Samsung doesn’t even know I exist though I do show off their product a lot and I finally nailed down how to sync, retrieve and take not only photos but videos..)

My partner got a great little phone that has photo capability, can play music and even pull in radio– the Sony Ericson Walkman
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The problems aren’t with the sales person though he did tell us about the 100 per phone rebate but the problem was with what WASN’T said–which was that the rebate would NOT be in the form of a check, but a gift card– to be used like a credit card.
Odd, but do-able– however there were no instructions on usage, just to activate them and though the cards said DEBIT right on the front, the forms and activation said to treat it as if it were a credit card.
Wound up taking both cards on a biz + fun trip to NYC (flying solo– more on that in another blog) and was planning on using them for dinner or for some fun stuff to bring back home. I never return without gifts. (she says, having left with 2 suitcases, one 1/2 empty).
Feeling safe enough that they were credit cards and could be used like any gift card, I wound up at some store in NYC (ok.. maybe more than just a couple stores) and was buying a fair amount of stuff and I used one card. It was declined. Taken aback, I said try the other. Ditto. Eyes bugging out, I said try them as debit cards since that is what they say they are, nope.
I whipped out my handy dandy trusty grey plastic card and use it and skeptically the sales associate finds that it works. To say that I am ticked off (I would use another word but it’s inappropriate for mixed company or those who don’t know me well).. is an understatement
Upon returning from NYC, one of my first priorities was to try to reach ATT about this. ONLY five people and 3 different phone numbers called later, I find that these are a reverse sort of gift card. While most gift cards allow you to buy use them up first, and then you pay the difference,
the ATT cards don’t work on that methodology. Instead, if you are charging less than $100 value, it works just fine – but it’s up to YOU to keep track of the balance. (take heed of this ATT customers!!). If you are charging MORE than $100, the card is kicked out and you need to pay the amount OVER $100 first and then use the card. Also in the case of two cards, you have to tell one card to use X dollars first and then leave the rest for the other card.
** Ahem** Are you confused yet?
I certainly was.. I had to get it explained to me twice. They suggested that I use it for gas or groceries…. except when was the last time you spent exactly 25 dollars or exactly 40 or 50 or 100 dollars on anything? Unless you keep track of the balance and that’s tricky with 2 cards bouncing in my wallet, you don’t know which one is good and which one isn’t.
I still have a balance on both cards and I have to call them tomorrow to figure out HOW MUCH I have left since I have no way of finding out unless I go online or I have to call them to find exactly HOW much is left before I can use the cards.
( I guess I can buy a round of Frappucinos or Jamba Juices.. but that’s a waste of a good rebate.. I want something substantial to show for it. Buying gas is a necessity. I was hoping to use the cards for some feminine essential like shoes or jewelry or a bathing suit.
Here is what the website says:
Where can I use my AT&T Promotion Card?
The AT&T Promotion Card can be used wherever a Visa Card can be used. It is not redeemable for cash and may not be used for cash withdrawal at any cash-dispensing locations.
When purchasing gasoline at automated gasoline pumps take the card to the attendant first. Do not pay at the pump. ( now that’s darn inconvenient)
AT&T Promotion Card is non-transferable and non-refundable. Funds are available at US locations only for 120 days after Card issuance, through the AT&T Promotion Card Expiration date shown on the card. NOTE the expiration date on that card.. 4 months or IT’S GONE!!!
Now I best hurry and spend the rest because after all, losing any portion of $200 rebate stinks and this one smells like garbage left to moulder.
The phone number on the back of the card won’t give me the balance despite 5 x punching in my number. It told me to call back tomorrow and talk to a LIVE PERSON . (Can we say FRUSTRATED here?)
I just think this is a rip-off because most won’t be able to use the entire $100 dollars on each card. ATT makes out on the unused balance and doesn’t have to pay off everything to everybody.
Does that sound like good customer service to you?
Now I did forewarn ATT that I would make this post. I said I would make it 2 weeks ago but deadlines got in the way.
However, I am doing it now and I am going to give ATT the URL to this blog so they can check it out! After all, they deserve to know how the public perceives the treatment they provide.
If you have one of these cards, use them QUICKLY and check the amount you have left on the card. Giving them to someone else won’t work, because you need the 4 digits of your cell to get the balance on the phone.
So I am going to do my best, cross fingers and buy some cute little wedge shoes on sale on gap.com for $25 and some change. *PS.. I did get the shoes. I just need to know what I have left on this one card and use up the other.
Stevie Wilson

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