CONTACTS
SUBJECTS
Cell Phone Samsung Galaxy S3 GT I9300 1.5 GHz 4-core Processor 32 GB
3303 -
3303 - ..
3304 - Summary/Objective
3305 -
330501 - Follow up ref SDS 27 0000. ref SDS 26 0000.
330502 -
330503 - Ordered cell phone upgrade Samsung Galaxy S3 GT I9300 to replace HTC
330504 - Freestyle. ref SDS 0 HP8F Received credit for defective performance
330505 - the past year. ref SDS 0 1T4G Order was confirmed with letter from
330506 - AT&T. ref SDS 0 049N Increased charges for telephone services by
330507 - adding "data" support at total cost of about $23, and increasing total
330508 - cell phone charges from $33 to $56 per month. ref SDS 0 TP5F This
330509 - phone should be more reliable and may have features that increase
330510 - efficiency making mobile calls and transmitting data. Received letter
330511 - from AT&T reporting cell phone has shipped from Memphis TN.
330512 - ref SDS 0 979L
330513 -
330514 - [On 120911 1203 purchased cell phone case and screen
330515 - protection shield for $54. ref SDS 28 01F4
330517 - ..
330518 - [On 120911 1502 received Samsung Galaxy S III /S3 GT-I9300
330519 - cell phone for order 90410463650093, ref SDS 29 01F4,
330520 - visited AT&T store, Hector transferred contacts,
330521 - ref SDS 29 6K63, and collaborated with AT&T Customer Care
330522 - to perform activation. ref SDS 29 VW56
330524 - ..
330525 - [On 120911 1502 at 1722 installed protective case and
330526 - screen shield on Samsung Galaxy S3 cell phone; notice there
330527 - is writing diagonally across the face of the screen.
330528 - ref SDS 29 HE8K
330530 - ..
330531 - [On 120918 1348 Jennifer at Radio Shack discovered diagonal
330532 - writing on the cell phone was caused by a clear plastic
330533 - cover on the shield; she further used an instrument to
330534 - squeeze bubbles from between the cell phone screen and the
330535 - screen shield. ref SDS 31 WQ4O
330537 - ..
330538 - [On 120918 1348 at Radio Shack purchased platform/cell
330539 - phone base for hands free use of cell phone in the car;
330540 - Jennifer, the sales lady, walked out to the car in the
330541 - parking lot and made the installation. ref SDS 31 8Y6G
330542 -
330543 -
330544 -
330546 - ..
3306 -
3307 -
3308 - Background
3309 -
330901 - AT&T HTC Freestyle cell phone purchased on 110910 1352. ref SDS 11 S445
330902 -
330903 - On 120905 1149 visited AT&T Device Support Center to fix AT&T
330904 - Freestyle phone again. ref SDS 25 01F4
330906 - ..
330907 - On 120905 1149 at 1909 AT&T called and reported that testing shows HTC
330908 - Freestyle cell phone has latent design defects based on service
330909 - history of continual failures of replacement cell phones. ref SDS 25
330910 - V45F
330912 - ..
330913 - On 120906 0923 visited AT&T Device Service Center in Walnut Creek.
330914 - Mario said to call the Care Center about upgrading the cell phone.
330915 - ref SDS 26 ES48
330917 - ..
330918 - On 120906 0923 at 1221 letter from AT&T failed to provide report on
330919 - findings showing HTC Freestyle cell phone failed testing, and AT&T
330920 - failed to submit telephone number for calling Customer Care Center.
330921 - ref SDS 26 G26F
330923 - ..
330924 - On 120906 0923 at 1253 letter to AT&T requests report on findings
330925 - showing HTC Freestyle cell phone failed testing, and further requested
330926 - that AT&T submit telephone number for calling Customer Care Center.
330927 - ref SDS 26 014W
330929 - ..
330930 - On 120906 0923 at 1530 visited Hector with AT&T in Sunvally Mall and
330931 - saw Samsung Galexy cell phone, and HTC One x cell phone. ref SDS 26
330932 - OO5O
330934 - ..
330935 - On 120906 0923 at 1714 called AT&T Customer Care Center using
330936 - telephone number found on Internet; on hold for over an hour and was
330937 - unable to contact AT&T representative. ref SDS 26 JH6H
330939 - ..
330940 - On 120906 0923 at 1823 Internet research found Amazon sells HTC One X
330941 - cell phone for $460. ref SDS 26 ZI6L
330943 - ..
330944 - On 120906 0923 at 1823 Internet research found Amazon sells Galexy
330945 - cell phone for $590. ref SDS 26 5Z4O
330947 - ..
330948 - On 120907 1423 submitted another letter to AT&T requesting report on
330949 - findings from testing HTC Freestyle phone, and telephone number to
330950 - call AT&T Customer Care Center. ref SDS 27 01F4
330951 -
330952 -
330953 -
330955 - ..
3310 -
3311 -
3312 - Progress
3313 -
331301 - Background on transaction listed above, ref SDS 0 J75H, including
331302 - history of HTC Freestyle cell phone continual failures, shown in the
331303 - record on 120905 1149. ref SDS 25 1G7F
331305 - ..
331306 - Today, received letter dated 120908, from Mario at AT&T saying...
331307 -
331308 - 1. Subject: RE: 9.6.2012 Transaction
331309 - Date: Sat, 8 Sep 2012 11:03:57 -0700
331316 - ..
331317 - 2. I apologize for the late response, my day off was yesterday and
331318 - did not see this until this morning.
331320 - ..
331321 - 3. The number for customer care is 1-800-331-0500
331323 - ..
331324 - 4. The notes that I posted in your account give a detailed
331325 - description of the issue you were having with your phone as
331326 - well as the reason for you calling in. When the representative
331327 - over the phone pulls up your account they will be able to read
331328 - those as well as research the notes to see your past visits to
331329 - our Device Support Center.
331331 - ..
331332 - 5. I Hope this helps, if you need further assistance please feel
331333 - free to respond or call our D.S.C #925-930-9401
331334 -
331340 -
331341 -
331343 - ..
3314 -
3315 -
3316 - 1231
3317 -
331701 - Called AT&T Customer Care Center...
331702 -
331703 - 1-800-331-0500
331705 - ..
331706 - Calling about cell phone...................... 415 866 7397
331708 - ..
331709 - Talked to Elsie.
331711 - ..
331712 - Elsie read the record prepared by Mario on finding latent design
331713 - defects in HTC Frestyle cell phone, and as a result recommending AT&T
331714 - replace the phone with a different model, reported on 120905 1149,
331715 - ref SDS 25 V45F, and shown in AT&T's letter the next day on 120906
331716 - 0923. ref SDS 26 G26F
331718 - ..
331719 - Elsie advised this record justifies AT&T upgrade with data plan prior
331720 - to completing current agreement next April 2013.
331722 - ..
331723 - Elsie said to hold the line while she consults with her boss on
331724 - customer upgrading before expiration of current contract in April
331725 - 2013. She will explain special circumstances in this case that
331726 - justify allowing upgrading 6 months ahead of time, citing record of
331727 - failed performance on existing contract, listed on 120905 1149.
331728 - ref SDS 25 1G7F
331729 -
331731 - ..
3318 -
3319 -
3320 - 1248
3321 -
332101 - Elsie came back online and said her supervisor concurred that AT&T
332102 - letter today, per above, ref SDS 0 01F4, supports upgrading to a
332103 - smartphone for an increase in monthly charges of $20 to pay data
332104 - transmission charges of 300 MB per month. With additional fees and
332105 - taxes, charges may increase about $23 to a total payment to AT&T of
332106 - about $55 per month.
332108 - ..
332109 - Asked Elsie to compare performance of "HTC One x" with the Samsung
332110 - Galaxy S III/S3 GT-I9300.
332112 - ..
332113 - Elsie said the Samsung Galaxy S III/S3 GT-I9300 is much better.
332115 - ..
332116 - Elsie said the Samsung Galaxy S III/S3 GT-I9300 has a quad core
332117 - processor that is much faster than the HTC One x, it has 32 GB of
332118 - memory, much more than the HTC One x, and the screen is bigger and
332119 - more durable.
332121 - ..
332122 - Elsie gave an example. Her son recently dropped his cell phone which
332123 - is an HTC One X. The screen broke, so she has to pay for repairs.
332124 - Her husband has the Samsung Galaxy S III/S3 GT-I9300. He dropped it,
332125 - and the phone was fine.
332127 - ..
332128 - Decided to order Samsung Galaxy S III /S3 GT-I9300 with faster 4 core
332129 - processor and 32 GB memory.
332131 - ..
332132 - Elsie said AT&T will charge $200 plus $36 renewal fee. Customer must
332133 - pay sales tax on current AT&T list price, which is about $600, so
332134 - sales taxes will be about $50.
332135 -
332136 - [...below on 120910 1104 at 1316 Trish with AT&T Customer
332137 - Care Center placed order 90410463650093 for Samsung Galaxy
332138 - S III/S3 GT-I9300 cell phone with 1.5 GHz 4-core processor
332139 - and 32 GB memory. ref SDS 0 IJ6F,
332141 - ..
332142 - [...below on 120910 1104 at 1602 letter from AT&T lists
332143 - order 90410463650093 for "Samsung I747 BLU PHONE" and
332144 - nothing says Galaxy S III /S3 GT-I9300 with 1.5 GHz 4-core
332145 - processor and 32 GB memory. ref SDS 0 9B3N
332147 - ..
332148 - [...below on 120910 1104 at 1844 Taylor with AT&T Customer
332149 - Care Center advised that AT&T internal records show that
332150 - order 90410463650093 for "Samsung I747 BLU PHONE" is in
332151 - fact the Samsung Galaxy S III/S3 GT-I9300 cell phone with
332152 - 1.5 GHz 4-core processor and 32 GB memory. ref SDS 0 5O9M
332154 - ..
332155 - [...below on 120910 1104 at 2128 Erick with AT&T Customer
332156 - Care Center advised that Samsung Galaxy S III /S3 GT-I9300
332157 - cell phone is sold in several versions, and that in this
332158 - case order 90410463650093 shows AT&T will deliver Samsung
332159 - Galaxy S III/S3 GT-I9300 cell phone with 1.5 GHz 4-core
332160 - processor and 32 GB memory. ref SDS 0 757N
332162 - ..
332163 - Elsie prepared an order for...
332164 -
332165 - Samsung Galaxy S III/S3 GT-I9300 Blue Cell phone with 1.5 GHz
332166 - 4-core processor and 32 GB memory, per above. ref SDS 0 RT68
332168 - ..
332169 - She asked about the color, and said the phone is available in red,
332170 - white, and blue.
332172 - ..
332173 - Ordered blue.
332175 - ..
332176 - Elsie said the total charge for this upgrade is $248.11.
332178 - ..
332179 - Asked about credits to compensate for problems using the HTC Freestyle
332180 - cell phone over the past year, reported by AT&T Device Support Center
332181 - on 120905 1149. ref SDS 25 V45F
332183 - ..
332184 - While writing up the order, the phone suddenly went dead.
332185 -
332186 - [On 120913 1315 received letter from Elise at AT&T Customer
332187 - Care transmitting information on the transaction for order
332188 - 90410463650093. ref SDS 30 D18J
332189 -
332190 -
332192 - ..
3322 -
3323 -
3324 - 1316
3325 -
332501 - Since Elsie did not call back, called AT&T again...
332502 -
332503 - 1-800-331-0500
332505 - ..
332506 - Talked to Trish Jones.
332508 - ..
332509 - Trish found Elsie's record showing customer upgrade to Samsung Galaxy
332510 - S III/S3 GT-I9300 with 4-core processor and 32 GB memory, per above.
332511 - ref SDS 0 RT61
332512 -
332513 - [...below on 120910 1104 at 1522 received AT&T order
332514 - 90410463650093 which shows plans to deliver Samsung I747
332515 - BLU PHONE instead of Samsung Galaxy S III/S3 GT-I9300.
332516 - ref SDS 0 9B3N
332518 - ..
332519 - [...below on 120910 1104 at 1844 Taylor with AT&T Customer
332520 - Care Center advised that AT&T internal records show that
332521 - order 90410463650093 for "Samsung I747 BLU PHONE" is in
332522 - fact the Samsung Galaxy S III/S3 GT-I9300 cell phone with
332523 - 1.5 GHz 4-core processor and 32 GB memory. ref SDS 0 5O9M
332525 - ..
332526 - [...below on 120910 1104 at 2128 Erick with AT&T Customer
332527 - Care Center advised that Samsung Galaxy S III /S3 GT-I9300
332528 - cell phone is sold in several versions, and that in this
332529 - case order 90410463650093 shows AT&T will deliver Samsung
332530 - Galaxy S III/S3 GT-I9300 cell phone with 1.5 GHz 4-core
332531 - processor and 32 GB memory. ref SDS 0 757N
332533 - ..
332534 - Trish reviewed Elsie's notes reporting AT&T approval to upgrade with
332535 - minimal data plan for additional cost of $23 per month, per above.
332536 - ref SDS 0 RK5I She decided to check with her boss on finalizing this
332537 - transaction, because Elsie is in another Customer Care office.
332539 - ..
332540 - Trish came back online and said that in this case her supervisor
332541 - approved AT&T waiving contract requirements to upgrade after April
332542 - 2013, and that upgrade price is $200, and that the total charge with
332543 - renewal fees waived and sales taxes is $248.11, per Elsie's report
332544 - earlier today, shown above. ref SDS 0 GM5M
332546 - ..
332547 - Reviewed equitable adjustment for failed performance using HTC
332548 - Freestyle over the past year using, as shown in the record on 120905
332549 - 1149. ref SDS 25 1G7F
332551 - ..
332552 - Trish will investigate credit for failed performance.
332553 -
332554 -
332556 - ..
3326 -
3327 -
3328 - 1334
3329 -
332901 - Trish back online.
332902 -
332903 - She has consulted with her boss, and checked customer's payment
332904 - history, showing minimal use of the cell phone the past year because
332905 - HTC Freestyle failed to perform, cited in AT&T's record on 120905
332906 - 1149. ref SDS 25 V45F
332908 - ..
332909 - Trish explained that AT&T will therefore credit $148 on renewal fees,
332910 - for the new phone, plus charges, and taxes on the original defective
332911 - HTC Freestyel cell phone that be deducted from charges of $248.11 for
332912 - the new Samsung Galaxy S3 cell phone. This aligns with understandings
332913 - talking with Elsie, earlier today, per above. ref SDS 0 417L
332915 - ..
332916 - Trish will post charges of $248.11 to the customer's account. After
332917 - the billing cycle ends in a few days, she will post the credit of
332918 - $148. She explained the customer will get a billing for $248 plus
332919 - pro-rated charges for the new service contract of about $42 from today
332920 - to the end of the billing cycle, making a total bill of about $300.
332922 - ..
332923 - Trish said not to pay that amount. She will call after the billing
332924 - cycle ends, to advise that she has posted the $148 credit, and will
332925 - further advise the actual amount to pay, which will be about $156.
332927 - ..
332928 - Agreed to this transaction.
332930 - ..
332931 - Phone will be delivered OA Wednesday, 120912. Trish will call next
332932 - Monday on 120917 to say the actual amount to pay on the next monthyly
332933 - billing.
332934 -
332935 - [On 120911 1203 purchased cell phone case and screen
332936 - protection shield for $54. ref SDS 28 01F4
332938 - ..
332939 - [On 120911 1502 received Samsung Galaxy S III /S3 GT-I9300
332940 - cell phone for order 90410463650093, ref SDS 29 01F4,
332941 - visited AT&T store, Hector transferred contacts,
332942 - ref SDS 29 6K63, and collaborated with AT&T Customer Care
332943 - to perform activation. ref SDS 29 VW56
332945 - ..
332946 - [On 120918 1348 at Radio Shack purchased platform/cell
332947 - phone base for hands free use of cell phone in the car;
332948 - Jennifer, the sales lady, walked out to the car in the
332949 - parking lot and made the installation. ref SDS 31 8Y6G
332951 - ..
332952 - Trish said AT&T offers damage, loss, and theft insurance for $7 per
332953 - month.
332955 - ..
332956 - Decided not to buy insurance to recover from damage, loss, and theft.
332958 - ..
332959 - Trish then advised that the AT&T computer is having problems posting
332960 - the charge of $248 on this transaction to the customer's account,
332961 - before there is an order number to associate with the credit. per
332962 - planning above. ref SDS 0 XX5L
332964 - ..
332965 - She proposed instead paying the full amount today of $248.11, since
332966 - AT&T's computer requires this payment to execute the transaction.
332967 - After the order is placed and paid, she will enter credit to the
332968 - customer's account of $148, for $100 price reduction, $36 renewal fee
332969 - and sales tax, as agreed, per above. ref SDS 0 S78L
332971 - ..
332972 - Trish advised that by paying the full amount today, since the bill for
332973 - telephone services will be about $56 per month, the customer will have
332974 - a credit for the next 3 months.
332976 - ..
332977 - Agreed to these arrangements.
332979 - ..
332980 - As a result...
332981 -
332982 - 1. Paid with credit card..................... $248.11
332983 -
332984 - 2. Order..................................... 90410463650093
332985 -
332986 - [On 120911 1203 purchased cell phone case and screen
332987 - protection shield for $54. ref SDS 28 01F4
332989 - ..
332990 - 3. Have to activate service by calling...
332991 -
332992 - 866 895 1092
332993 -
332995 - ..
332996 - Trish recommended buying a protective case and a screen shield for the
332997 - new cell phone. We reviewed Elsie's report earlier today that the
332998 - Samsung Galaxy S3 is more durable than other cell phones, per above.
332999 - ref SDS 0 RT68 Trish said that most customers find the added
333000 - protection is worth the expense.
333001 -
333002 - [On 120911 1502 Hector with AT&T store in Sunvalley Mall,
333003 - Concord also recommended getting a case and screen shield
333004 - to protect the new cell phone. ref SDS 29 JC5F
333006 - ..
333007 - [On 120911 1203 at Radio Shack purchase protective case and
333008 - screen sheild for Samsung Galaxy S3 cell phone. ref SDS 28
333009 - 01F4
333011 - ..
333012 - Trish explained that good practice is to take the new cell phone to an
333013 - AT&T store or the Device Support Center and electronically transfer
333014 - contacts from the sim card in the HTC Freestyle cell phone to the new
333015 - Samsung Galaxy S3 GT I9300. She explained that the sim cards are
333016 - different, and so cannot simply be physically removed from the HTC
333017 - Freestyle and inserted into the new Samsung Galaxy S3. Trish said
333018 - contacts must be electronically copied using specialized AT&T
333019 - equipment between the sim cards before activating the new cell phone.
333021 - ..
333022 - [...below on 120910 1602 at 1422 letter from AT&T says to
333023 - copy contacts from existing to new cell phone, before
333024 - activating new cell phone. ref SDS 0 9B5N
333026 - ..
333027 - [On 120911 1502 received Samsung Galaxy S III /S3 GT-I9300
333028 - cell phone for order 90410463650093, ref SDS 29 01F4,
333029 - visited AT&T store, Hector transferred contacts,
333030 - ref SDS 29 6K63, and collaborated with AT&T Customer Care
333031 - to perform activation. ref SDS 29 VW56
333033 - ..
333034 - Trish will call Thursday on 120913, the day after receiving the new
333035 - cell phone to facilitate setup and transformation from the old cell
333036 - phone, and to resolve pending transaction issues.
333037 -
333038 - [On 120911 1502 pending issues for help from AT&T.
333039 - ref SDS 29 NK5J
333041 - ..
333042 - [On 120913 1315 Trish did not call, so called AT&T and
333043 - talked to Monica, ref SDS 30 RR5H, who was unable to
333044 - connect the call with Trish, and said there is no record of
333045 - credit owed on the account, ref SDS 30 OX4F; after 30
333046 - minutes of research, Monica found some of Trish's work plan
333047 - to credit customer's account. ref SDS 30 GK5U
333049 - ..
333050 - Trish asked if calling at 0800 on Thursday will be okay? She
333051 - explained that the AT&T Customer Care office where she works is
333052 - located in Ohio, so calling California in the Pacific time zone will
333053 - be 1100 her time in the Eastern time zone.
333055 - ..
333056 - Suggested she can all at 0600 or 0700 on Thursday, if that is more
333057 - convenient.
333059 - ..
333060 - Trish said AT&T procedure prevents calling before 0800 in the
333061 - customer's time zone.
333063 - ..
333064 - Agreed that calling 0800 PDT will be fine.
333066 - ..
333067 - Trish said she has entered an action to call on Thursday 120913 at
333068 - 1100, which will be 0800 PDT.
333070 - ..
333071 - Thanked Trish for excellent service.
333073 - ..
333074 - Asked Trish for a letter to confirm our conversation by submitting
333075 - Trish's notes.
333077 - ..
333078 - Trish said that her supervisor won't let customer care agents send
333079 - AT&T's notes on conversations with customers to customers for accurate
333080 - communciation. She said don't worry; she has everthing written down
333081 - and will call on Thursday to make sure work occurs as we have
333082 - discussed today.
333084 - ..
333085 - Asked for address to submit customer record documenting agreement on
333086 - this transaction, so that AT&T can reconcile understaindings with
333087 - Trish's notes from the call today. Trish said her boss won't let
333088 - agents receive communications from customers, nor notify customers
333089 - where to submit records for verification.
333090 -
333091 - [On 120913 1315 received letter from Elise at AT&T Customer
333092 - Care transmitting information on the transaction for order
333093 - 90410463650093. ref SDS 30 D18J
333095 - ..
333096 - Post expense ledger...
333100 - ..
333101 - Payment history.....
333102 -
333103 - 120910......AT&T................... 248.11...... ref SDS 0 5V6I
333104 - 120826......AT&T.................... 34.92...... ref SDS 23 OH6O
333105 - 120725......AT&T.................... 30.62...... ref SDS 22 OH6O
333106 - 120622......AT&T.................... 34.50...... ref SDS 21 OH6O
333107 - 120525......AT&T.................... 32.59...... ref SDS 20 OH6O
333108 - 120424......AT&T.................... 32.59...... ref SDS 19 OH6O
333109 - 120321......AT&T.................... 32.65...... ref SDS 19 OH6O
333110 - 120223......AT&T.................... 34.65...... ref SDS 18 OH6O
333111 - 120123......AT&T.................... 32.65...... ref SDS 17 OH6O
333112 - 111221......AT&T.................... 32.42...... ref SDS 16 OH6O
333113 - 111118......AT&T.................... 32.36...... ref SDS 15 OH6O
333114 - 111019......AT&T.................... 32.36...... ref SDS 13 OH6O
333115 - 110930......AT&T.................... 35.45...... ref SDS 12 OH6O
333116 - 110827......Sprint.................. 33.21...... ref SDS 10 OH6O
333117 - 110727......Sprint.................. 33.01...... ref SDS 9 OH6O
333118 - 110626......Sprint.................. 33.62...... ref SDS 8 OH6O
333119 - 110526......Sprint.................. 33.06...... ref SDS 7 OH6O
333120 - 110425......Sprint.................. 33.09...... ref SDS 6 OH6O
333121 - 110326......Sprint.................. 33.14...... ref SDS 5 OH6O
333122 - 110226......Sprint.................. 33.14...... ref SDS 4 OH6O
333123 - 110125......Sprint.................. 33.34...... ref SDS 3 OH6O
333124 - 101225......Sprint.................. 32.94...... ref SDS 2 OH6O
333125 - 101203......Sprint.................. 67.71...... ref SDS 1 MN6O
333126 - 101007......Sprint.................. 32.21......
333127 -
333128 -
333129 -
333130 -
333132 - ..
3332 -
3333 -
3334 - 1408
3335 -
333501 - Called AT&T back and talked to Donna.
333502 -
333503 - Donna said that AT&T charges $50 for a case, and $15 for the plastic
333504 - screen protective cover. She feels customers can get the plastic
333505 - screen cover for less money from a drug store.
333507 - ..
333508 - Decided to defer procurement of case and screen cover.
333509 -
333511 - ..
3336 -
3337 -
3338 - 1602
3339 -
333901 - Received letter from AT&T saying...
333902 -
333903 - 1. Subject: Your recent ATT order status
333904 - Date: Mon, 10 Sep 2012 17:18:00 -0400 (EDT)
333911 - ..
333912 - 2. Thank you for your recent order, we value and appreciate your
333913 - business. Please refer to the important information below.
333915 - ..
333916 - 3. Cellular Telephone Number:
333920 - ..
333921 - 4. Order Number............................... 90410463650093
333923 - ..
333924 - 5. Shipping Order Number...................... V500-OY-728969
333926 - ..
333927 - 6. Check the status of your order at
333928 -
333929 - http://www.wireless.att.com/order_status/order_status
333930 -
333931 - https://www.wireless.att.com/order_status/order_status_results.jsp?fromwhere=order_status&vMethod=ordernum&vNumber=V500-OY-728969&ZipCode=94518&x=38&y=13
333932 -
333933 - ...or call our automated system at 877-782-8870 and entering
333934 - 410994784 when rompted for the order number.
333936 - ..
333937 - 7. Item...................................... 1
333938 -
333939 - Samsung I747 BLU PHONE
333941 - ..
333942 - This is not the Samsung Galaxy S III/S3 GT-I9300, cell phone ordered
333943 - from Elsie and Trish earlier today, per above. ref SDS 0 OK6O
333944 -
333945 - [...below on 120910 1104 at 1844 Taylor with AT&T Customer
333946 - Care Center advised that AT&T internal records show that
333947 - order 90410463650093 for "Samsung I747 BLU PHONE" is in
333948 - fact the Samsung Galaxy S III/S3 GT-I9300 cell phone with
333949 - 1.5 GHz 4-core processor and 32 GB memory. ref SDS 0 5O9M
333951 - ..
333952 - [...below on 120910 1104 at 2128 Erick with AT&T Customer
333953 - Care Center advised that Samsung Galaxy S III /S3 GT-I9300
333954 - cell phone is sold in several versions, and that in this
333955 - case order 90410463650093 shows AT&T will deliver Samsung
333956 - Galaxy S III/S3 GT-I9300 cell phone with 1.5 GHz 4-core
333957 - processor and 32 GB memory. ref SDS 0 757N
333959 - ..
333960 - [On 120911 1502 received Samsung Galaxy S III /S3 GT-I9300
333961 - cell phone for order 90410463650093, ref SDS 29 01F4,
333962 - visited AT&T store, Hector transferred contacts,
333963 - ref SDS 29 6K63, and collaborated with AT&T Customer Care
333964 - to perform activation. ref SDS 29 VW56
333966 - ..
333967 - [On 120918 1348 at Radio Shack purchased platform/cell
333968 - phone base for hands free use of cell phone in the car;
333969 - Jennifer, the sales lady, walked out to the car in the
333970 - parking lot and made the installation. ref SDS 31 8Y6G
333972 - ..
333973 - AT&T Order 90410463650093 continues...
333974 -
333975 - 8. Number.................................... 69255
333976 -
333978 - ..
333979 - 9. Quantity Ordered.......................... 1
333981 - ..
333982 - 10. Unit Price................................ $199.99
333984 - ..
333985 - 11. Extended Price............................ $199.99
333986 -
333987 - [On 120911 1203 purchased cell phone case and screen
333988 - protection shield for $54. ref SDS 28 01F4
333990 - ..
333991 - 12. Item...................................... 2
333992 -
333993 - Various SIM
333995 - ..
333996 - 13. Number.................................... 72290
333998 - ..
333999 - 14. Quantity Ordered.......................... 1
334001 - ..
334002 - 15. Unit Price................................ $0.00
334004 - ..
334005 - 16. Extended Price............................ $0,00
334007 - ..
334008 - 17. We are working hard to fulfill your order as soon as possible
334009 - and you will receive an email as soon as we complete shipping.
334010 - The email will include tracking number link(s) for your
334011 - convenience.
334013 - ..
334014 - 18. Check the status of your order at any time at our website by
334015 - clicking _here _
334016 -
334017 - https://www.wireless.att.com/order_status/order_status_results.jsp?fromwhere=order_status&vMethod=ordernum&vNumber=V500-OY-728969&ZipCode=94518&x=38&y=13
334018 -
334019 - ...or by calling our automated system at 877-782-8870 and
334020 - entering 410994784 when prompted for the order number.
334022 - ..
334023 - 19. Manage your account and view your bill at our website. Sign up
334024 - using your wireless number by clicking here
334025 -
334026 - https://www.wireless.att.com/olam/registrationAction.olamexecute .
334028 - ..
334029 - 20. Welcome to the nation?s fastest mobile broadband* network.
334031 - ..
334032 - 21. Thank you again for choosing AT&T.
334033 -
334034 - 22. mobile broadband not available in all areas
334036 - ..
334037 - 23. My New Phone
334039 - ..
334040 - 24. Activating Your Phone
334042 - ..
334043 - 25. Instructions for activating your service will be included in
334044 - the box.
334046 - ..
334047 - Please note, if you do NOT accept your terms and conditions
334048 - within 14 days of shipment, your service will be interrupted .
334049 - If you do NOT accept your terms and conditions within 30 days
334050 - of shipment, you will be charged the device?s full retail price
334051 - and your service will be cancelled.
334053 - ..
334054 - 26. Copying Your Contacts (complete before activating your new phone)
334056 - ..
334057 - AT&T guidance to transfer contacts before activating the new cell
334058 - phone aligns with Trish's instructions earlier today, above.
334059 - ref SDS 0 YU8M
334060 -
334061 - [On 120911 1502 received Samsung Galaxy S III /S3 GT-I9300
334062 - cell phone for order 90410463650093, ref SDS 29 01F4,
334063 - visited AT&T store, Hector transferred contacts,
334064 - ref SDS 29 6K63, and collaborated with AT&T Customer Care
334065 - to perform activation. ref SDS 29 VW56
334067 - ..
334068 - AT&T Order 90410463650093 continues...
334069 -
334070 - 27. Need help copying your addresses and contacts from your old
334071 - phone to your new phone?
334073 - ..
334074 - Visit
334075 -
334076 - http://www.wireless.att.com/support/copy-contacts.do www.wireless.att.com/support/copy-contacts.do
334077 -
334078 - http://www.wireless.att.com/support/copy-contacts.do
334080 - ..
334081 - 28. Claiming a Rebate
334083 - ..
334084 - 29. Remember to save the original box as well as the packing slip!
334086 - ..
334087 - 30. Your Voicemail
334089 - ..
334090 - 31. Initial Set Up
334092 - ..
334093 - 32. From your wireless phone, press and hold the 1 key.
334095 - ..
334096 - 33. The system will ask you to:
334097 -
334098 - 1. Create a passcode.
334099 - 2. Select/Create a greeting message.
334101 - ..
334102 - 34. Checking Your Voicemail
334103 -
334104 - 1. Press and hold the 1 key.
334105 - 2. Follow the system instructions.
334107 - ..
334108 - 35. Know Your Phone
334110 - ..
334111 - 36. Check out our _online device tutorials
334112 -
334113 - https://www.wireless.att.com/support/chooseDevice.do?universe=cingular&make=All
334114 -
334115 - ...to learn about your phone and its capabilities.
334116 -
334117 -
334118 - https://www.wireless.att.com/support/chooseDevice.do?universe=cingular&make=All
334119 -
334120 - https://www.wireless.att.com/support/chooseDevice.do?universe=cingular&make=All
334122 - ..
334123 - 37. This e-mail was auto generated. Please do not
334124 - respond.
334126 - ..
334127 - 38. Privacy Policy
334128 -
334129 - http://www.wireless.att.com/privacy/
334131 - ..
334132 - 39. Terms of Use
334133 -
334134 - http://www.wireless.att.com/legal
334136 - ..
334137 - 40. AT&T Knowledge Ventures. All rights reserved. AT&T is a
334138 - trademark of AT&T Knowledge Ventures.
334139 -
334140 -
334142 - ..
3342 -
3343 -
3344 - 1631
3345 -
334501 - Called AT&T...
334502 -
334503 - 1-800-331-0500
334505 - ..
334506 - Explained AT&T order 90410463650093 received in the mail today, and
334507 - showing plans to deliver Samsung I747 BLU PHONE per above, ref SDS 0
334508 - B54P, conflicts with order for Samsung Galaxy S III/S3 GT-I9300,
334509 - recommended by Elsie, per above, ref SDS 0 RT5L, and later placed by
334510 - Trish Jones, also, above. ref SDS 0 OK6O
334512 - ..
334513 - Talked to Taylor.
334515 - ..
334516 - Taylor said the Samsung I747 BLU PHONE per above, ref SDS 0 B54P, is
334517 - the same as the Samsung Galaxy S III/S3 GT-I9300, and simply stated
334518 - in different words.
334520 - ..
334521 - We reviewed the Internet address...
334522 -
334523 - Amazon...
334524 -
334525 - http://www.amazon.com/Samsung-Galaxy-Android-Phone-Blue/dp/B00891P3QI
334526 -
334527 - Samsung Galaxy S III 4G Android Phone, Blue 16GB (AT&T)
334529 - ..
334530 - Price.................................... $179.99
334532 - ..
334533 - Why should the customer pay AT&T $200 plus $48 taxes, or a cell phone
334534 - the customer can get for $180 without taxes from Amazon? This record
334535 - indicates there is an error in the AT&T order that substitutes Samsung
334536 - I747 BLU PHONE per above, ref SDS 0 B54P, for the Samsung Galaxy S
334537 - III/S3 GT-I9300 actually ordered by the customer.
334539 - ..
334540 - Taylor will research further and call back to confirm.
334541 -
334542 -
334544 - ..
3346 -
3347 -
3348 - 1844
3349 -
334901 - Taylor called back.
334902 -
334903 - Taylor said she researched AT&T internal records and found that the
334904 - Samsung I747 BLU PHONE listed in AT&T's order 90410463650093, per
334905 - above, ref SDS 0 B54P, is the same as the Samsung Galaxy S III/S3
334906 - GT-I9300 with 1.5 GHz 4 core processor and 32 GB memory, as
334907 - represented by Elsie, per above, ref SDS 0 1T5N, and then by Trish in
334908 - preparing the order, also above, ref SDS 0 JA6H; but, simply stated in
334909 - different words.
334910 -
334911 - [...below on 120910 1104 at 2128 Erick with AT&T Customer
334912 - Care Center advised that Samsung Galaxy S III /S3 GT-I9300
334913 - cell phone is sold in several versions, and that in this
334914 - case order 90410463650093 shows AT&T will deliver Samsung
334915 - Galaxy S III/S3 GT-I9300 cell phone with 1.5 GHz 4-core
334916 - processor and 32 GB memory. ref SDS 0 757N
334918 - ..
334919 - [On 120911 1502 received Samsung Galaxy S III /S3 GT-I9300
334920 - cell phone for order 90410463650093, ref SDS 29 01F4,
334921 - visited AT&T store, Hector transferred contacts,
334922 - ref SDS 29 6K63, and collaborated with AT&T Customer Care
334923 - to perform activation. ref SDS 29 VW56
334925 - ..
334926 - Asked Taylor for another letter confirming these understandings.
334928 - ..
334929 - Taylor advised that her boss won't let sales agents send written
334930 - confirmation to verify understandings from conversations during
334931 - telephone calls with customers. Taylor will write in AT&T's computer
334932 - records this understanding as best she remembers it, and hopefully
334933 - this will aid resolution of any problems, if somehow AT&T winds up
334934 - delivering the wrong cell phone.
334935 -
334936 - [On 120913 1315 received letter from Elise at AT&T Customer
334937 - Care transmitting information on the transaction for order
334938 - 90410463650093. ref SDS 30 D18J
334939 -
334940 -
334941 -
334943 - ..
3350 -
3351 -
3352 - 2128
3353 -
335301 - Research indicates Samsung S III /S3 GT-I9300 cell phone has several
335302 - versions.
335304 - ..
335305 - Called AT&T again...
335306 -
335307 - 1-800-331-0500
335309 - ..
335310 - Talked to Erick.
335312 - ..
335313 - Explained background on AT&T order 90410463650093 placed this morning
335314 - with Elsie, and then Trish completing the order, per above.
335315 - ref SDS 0 RT61 Also related telecon with Taylor later in the
335316 - afternoon, saying the order is for the version with 1.5 GHz 4-core
335317 - processor and 32 GB memory, per above. ref SDS 0 5O9M
335319 - ..
335320 - Erick said the order has been processed.
335322 - ..
335323 - We reviewed problem that Samsung Galaxy S III GT I9300 seems to come
335324 - in several flavors, and the order placed this morning was for 4-core
335325 - and 32 GB memory.
335327 - ..
335328 - Erick confirmed that the Samsung Galaxy S3 is sold in several models.
335329 - He said some models have dual core processor with 16 GB memory, and
335330 - others are higher performance with quad core processor and 32 GB
335331 - memory.
335333 - ..
335334 - We reviewed possibility of misunderstandings from conversation, and
335335 - that Taylor indicated AT&T management prevents the staff from
335336 - submitting written confirmation to verify accuracy of understandings,
335337 - ref SDS 0 A55H, from telecon with Elsie, above, ref SDS 0 RT61, and
335338 - later Trish Jones, also above. ref SDS 0 OK6O
335340 - ..
335341 - Erick said AT&T agents have many conversations with customers and with
335342 - AT&T internal staff, so misunderstandings occur often. Erick
335343 - confirmed Taylor's understanding that AT&T prevents staff from
335344 - submitting written records to confirm understandings from
335345 - conversations with customers. He feels it is therefore a good
335346 - practice for customers to call and verify scope of transactions.
335348 - ..
335349 - [On 120913 1315 received letter from Elise at AT&T Customer
335350 - Care transmitting information on the transaction for order
335351 - 90410463650093. ref SDS 30 D18J
335353 - ..
335354 - Erick went offline to investigate order 90410463650093 again.
335356 - ..
335357 - About 5 minutes later, Erick came back online and advised that AT&T is
335358 - shipping the Samsung Galaxy S3 model with 4-core processor with 32 GB
335359 - storage.
335361 - ..
335362 - Thanked Erick for assistance this evening.
335363 -
335378 -
335380 - ..
3354 -
3355 -
3356 - 2324
3357 -
335701 - AT&T Notifies Order Shipped Samsung Galaxy S3 Gt I9300 Cell Phone
335702 -
335703 - Received another letter from AT&T saying...
335704 -
335705 - 1. Subject: Your recent ATT order status
335706 - Date: Mon, 10 Sep 2012 23:09:35 -0400 (EDT)
335713 - ..
335714 - 2. Thank you for your recent order, we value and appreciate your
335715 - business. We are pleased to inform you that your order has
335716 - shipped. You can review the status of your shipment(s) by
335717 - clicking on the tracking number(s) below.
335719 - ..
335720 - 3. Cellular Telephone Number:
335724 - ..
335725 - 4. Order Number............................... 90410463650093
335727 - ..
335728 - 5. Shipping Order Number...................... V500-OY-728969
335730 - ..
335731 - 6. Check the status of your order at
335732 -
335733 - http://www.wireless.att.com/order_status/order_status
335734 -
335735 - https://www.wireless.att.com/order_status/order_status_results.jsp?fromwhere=order_status&vMethod=ordernum&vNumber=V500-OY-728969&ZipCode=94518&x=38&y=13
335737 - ..
335738 - You can also call our automated system at 866-339-3888 and
335739 - entering 410994784 when prompted for the order number.
335741 - ..
335742 - Why is the number to call checking status of delivering this order
335743 - different in this letter from the letter received earlier today from
335744 - AT&T, per above? ref SDS 0 B54X
335746 - ..
335747 - 2nd letter from AT&T Order 90410463650093 continues...
335748 -
335749 - 7. Item...................................... 1
335750 -
335751 - Samsung I747 BLU PHONE
335753 - ..
335754 - This is not the Samsung Galaxy S III/S3 GT-I9300, cell phone ordered
335755 - from Elsie and Trish earlier today, per above. ref SDS 0 OK6O
335756 -
335757 - [...above on 120910 1104 at 1844 Taylor with AT&T Customer
335758 - Care Center advised that AT&T internal records show that
335759 - order 90410463650093 for "Samsung I747 BLU PHONE" is in
335760 - fact the Samsung Galaxy S III/S3 GT-I9300 cell phone with
335761 - 1.5 GHz 4-core processor and 32 GB memory. ref SDS 0 5O9M
335763 - ..
335764 - [...above on 120910 1104 at 2128 Erick with AT&T Customer
335765 - Care Center advised that Samsung Galaxy S III /S3 GT-I9300
335766 - cell phone is sold in several versions, and that in this
335767 - case order 90410463650093 shows AT&T will deliver Samsung
335768 - Galaxy S III/S3 GT-I9300 cell phone with 1.5 GHz 4-core
335769 - processor and 32 GB memory. ref SDS 0 757N
335771 - ..
335772 - AT&T Order 90410463650093 continues...
335773 -
335774 - 8. Number.................................... 69255
335776 - ..
335777 - 9. Quantity Ordered.......................... 1
335779 - ..
335780 - 10. Quantity Shipped.......................... 1
335782 - ..
335783 - 11. Fedex tracking number..................... 532975112145
335784 -
335785 - http://www.fedex.com/Tracking?ascend_header=1&clienttype=dotcom&cntry_code=us&language=english&tracknumbers=532975112145
335787 - ..
335788 - 12. Check the status of your order at any time at our website by
335789 - clicking _here _
335790 -
335791 - https://www.wireless.att.com/order_status/order_status_results.jsp?fromwhere=order_status&vMethod=ordernum&vNumber=V500-OY-728969&ZipCode=94518&x=38&y=13
335792 -
335793 - ...or by calling our automated system at 877-782-8870 and
335794 - entering 410994784 when prompted for the order number.
335796 - ..
335797 - 13. Manage your account and view your bill at our website. Sign up
335798 - using your wireless number by clicking here
335799 -
335800 - https://www.wireless.att.com/olam/registrationAction.olamexecute .
335802 - ..
335803 - 14. Welcome to the nation?s fastest mobile broadband* network.
335805 - ..
335806 - 15. Thank you again for choosing AT&T.
335807 -
335808 - 16. mobile broadband not available in all areas
335810 - ..
335811 - 17. Urgent Information about...
335813 - ..
335814 - 18. Activating Your Service
335816 - ..
335817 - Dial 866-895-1099 and follow the instructions included with
335818 - your shipment to activate your service
335820 - ..
335821 - If you do NOT accept your terms and conditions within 14 days
335822 - of shipment, your service will be interrupted . If you do NOT
335823 - accept your terms and conditions within 30 days of shipment,
335824 - you will be charged the device?s full retail price and your
335825 - service will be cancelled.
335827 - ..
335828 - 19. Copying Your Contacts (complete before activating your new phone)
335830 - ..
335831 - 20. Need help copying your addresses and contacts from your old
335832 - phone to your new phone?
335834 - ..
335835 - Visit
335836 -
335837 - http://www.wireless.att.com/support/copy-contacts.do www.wireless.att.com/support/copy-contacts.do
335838 -
335839 - http://www.wireless.att.com/support/copy-contacts.do
335841 - ..
335842 - 21. Claiming a Rebate
335844 - ..
335845 - 22. If your order includes a new phone, it is important that you
335846 - retain the box in which your phone is shipped.
335848 - ..
335849 - 23. Any rebate forms for phone or accessories will be sent
335850 - approximately 4-5 days separately from your order.
335852 - ..
335853 - 24. If you intend to claim a rebate, _save the UPC/bar code that is
335854 - on the original box, as well as the packing slip,_ and submit
335855 - them with the rebate form.
335857 - ..
335858 - 25. Manage Your Account at
335859 -
335860 - http://www.att.com/mywireless
335861 -
335862 - 1. Review and pay your monthly bill
335863 - 2. Check your minutes and data usage
335864 - 3. Access phone and device tutorials
335865 - 4. Upgrade to a new phone
335866 - 5. Manage your calling features
335867 - 6. Download ringtones, games and graphics
335868 - 7. Add a line to your account
335869 - 8. Plus it's free, simple to use and all yours
335871 - ..
335872 - 26. Your Voicemail
335874 - ..
335875 - 27. Initial Set Up
335877 - ..
335878 - 28. From your wireless phone, press and hold the 1 key.
335880 - ..
335881 - 29. The system will ask you to:
335882 -
335883 - 1. Create a passcode.
335884 - 2. Select/Create a greeting message.
335886 - ..
335887 - 30. Checking Your Voicemail
335888 -
335889 - 1. Press and hold the 1 key.
335890 - 2. Follow the system instructions.
335891 -
335893 - ..
335894 - 31. Voicemail Controls
335895 -
335896 - Download a printable page for _voicemail controls here...
335897 -
335898 - http://www.wireless.att.com/learn/en_US/pdf/3961_Lucent_VM_QuickGuide.pdf
335900 - ..
335901 - 32. Know Your Phone
335902 -
335903 - Today's wireless phones are complex yet incredibly useful to
335904 - communicate in many ways. Check out our online device
335905 - tutorials
335906 -
335907 - https://www.wireless.att.com/support/chooseDevice.do?universe=cingular&make=All
335908 -
335909 - ...to learn about your phone and its capabilities.
335911 - ..
335912 - 33. Whether you want to:
335913 -
335914 - 1. Send text and instant messages
335915 - 2. Send photo and/or video messages
335916 - 3. Download wireless web content or
335917 - 4. Simply make calls to friends and family
335919 - ..
335920 - 34. Explore our device tutorials today...
335921 -
335922 - https://www.wireless.att.com/support/chooseDevice.do?universe=cingular&make=All
335924 - ..
335925 - 35. This e-mail was auto generated. Please do not
335926 - respond.
335928 - ..
335929 - 36. Privacy Policy
335930 -
335931 - http://www.wireless.att.com/privacy/
335933 - ..
335934 - 37. AT&T Knowledge Ventures. All rights reserved. AT&T is a
335935 - trademark of AT&T Knowledge Ventures.
335936 -
335937 -
335938 -
335939 -
335940 -
335941 -
335942 -
335943 -
335944 -
335945 -
335946 -
335947 -
335948 -
3360 -