Dear Consumerist:
Just wanted to let you know about a horrible policy I just discovered for iPhones on the AT&T network, cc:'ing Steve Jobs and AT&T Executive Customer Service. My wife just got offered a position with the Foreign Service (U.S. State Department), beginning 10/26/09. With this position, we are required to ship out overseas at some point in the future (we'll have a better idea where in about 5 weeks). Knowing this was a possibility, I had called AT&T 3 months ago to ask about suspending our account for our time overseas (an option they offer to U.S. Military personnel), since we'd be in the employ of the U.S. Gov't. I was told it was no problem, all we'd have to do is fax/email them a copy of our Travel Authorization, and they would suspend until we were back in the States. I had an iPhone 2G for work throughout most of 2007, and my positive experiences with it made me a loyal customer. As a result, I purchased my 8GB iPhone 3G from an AT&T store in November of 2008 for the full retail price ($499). I received NO subsidies from AT&T, and accepted that at the time (I already had used my subsidy for a Palm phone 60 days before, which I hated). In my opinion, since AT&T gave me no incentive for purchasing the phone, other than the "privilege" of using it on their network, this phone was mine (with the capability to be unlocked), free and clear. Yesterday, I called AT&T to inquire about my use of my iPhone overseas outside of AT&T's purview (their international rates are exorbitant and not worth the hassle just to keep a number - everyday communication is not an option, and keeping in touch with friends and family is what Skype will be used for). After a brief conversation with an AT&T representative, I was told that AT&T cannot unlock an iPhone under any circumstances (a response I was expecting), and that I should contact Apple. I called Apple and was told that they cannot unlock iPhones, told that this is an AT&T issue, and was conferenced into a call to an AT&T CSR. I had another conversation with an AT&T CSR about my issue, was told that I am out of luck, and that no one had any recourse in the matter. I asked if this was a common problem with military personnel being deployed, and the response was this (from the AT&T CSR): "Military personnel understand this policy, and usually don't get an iPhone because they understand that this situation is not covered under the policy." Here is where I became vexed:1) The insinuation that I did not "understand the policy" is absurd and condescending;2) In order to sign up for the military, all I need to do is go to the local recruiting office, sign my name, and expect to be deployed shortly thereafter. With the Foreign Service, it's an entirely different situation. My wife has been in the hiring process since June of 2008, sat for the written exam in July of 2008, passed the Oral Assessment in January of 2009, and has just completed a thorough background investigation for Top Secret clearance which began in February of 2009. We were instructed that the Clearance process could take 18 months as it is extremely thorough, and results can often be derogatory to your candidacy. So I bought an iPhone in November of 2008, because, well, I really like the thing, and didn't expect this to be a problem; and 3) The fact that AT&T refuses to accommodate Military and Government Personnel who do not have a choice in when/where they are shipped while serving at the Government's pleasure seems entirely unpatriotic and unfair. So, based on my conversations with AT&T and Apple, my only options are these:1) Jailbreak and unlock my iPhone, thus invalidating my warranty (3-yr. AppleCare Protection Plan), and making me ineligible for tech support; 2) Pay exorbitant rates for international service while abroad (most likely for the next 5-10 years, with only short breaks in between tours). As we all know, these bills can approach 4- to 6-figure range. On a Government salary, this is not happening; or 3) Put my phone away, purchase a NEW phone at my OWN expense for full retail, and come back to a suspended contract (which I will have to re-claim) with a phone that will most likely be horribly obsolete when I get back in 5-10 years (iPhones are updated every 10-12 months if I'm not mistaken - so I'll have a 3G when the most current model will most likely be an "8G" at the time, or completely discontinued). As an aside, my wife's Blackberry Bold (which we got for FREE from AT&T in exchange for a 2-year contract) can be fully unlocked and enabled on any GSM carrier worldwide once we ship out. How is this fair? Because I'm a loyal Apple customer who happens to be REQUIRED to go abroad due to his wife's job, I need to shell out another $600-plus dollars to get another iPhone? After I paid FULL RETAIL for an UNSUBSIDIZED iPhone in the first place? Apple and AT&T need to realize that this is not a situation that comes up often, but rather is a pretty legitimate reason to unlock my phone for use on another international carrier. It's not like AT&T is unlocking my iPhone so I can go to T-Mobile or Verizon, but rather to a carrier like O2 with whom they have no direct (domestic) competition. I am beside myself with the refusal of either AT&T or Apple to understand my rather unique situation and accommodate me. How many people like me are there in the U.S. anyways? 50? 100? Instead, both companies are digging in their heels and citing contracts, policies, and agreements that don't allow any room for negotiation. This is how you treat the government that has allowed you to become virtual monopolies? This is how you treat an absolutely loyal Apple customer? Fabulous. Thanks a lot AT&T and Apple for making my $499 iPhone a $499 paperweight the second I step foot outside of the U.S.A. to serve my country.And thanks, Consumerist, for your tips line. Maybe I can get some attention this way. Regards,** Oringally posted on by a friend via Facebook on Tuesday, September 29, 2009 at 6:28pm
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