CONTACTS
SUBJECTS
Cell Phone Receive Samsung Galaxy S3 GT I9300 AT&T Order 9041046365 15
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 29 0000. ref SDS 28 0000.
200502 -
200503 -
200504 -
200505 -
200506 -
200507 -
200509 - ..
2006 -
2007 -
2008 - Background
2009 -
200901 - AT&T HTC Freestyle cell phone purchased on 110910 1352. ref SDS 11 S445
200902 -
200903 - On 120905 1149 visited AT&T Device Support Center to fix AT&T
200904 - Freestyle phone again. ref SDS 26 01F4
200906 - ..
200907 - On 120905 1149 at 1909 AT&T called and reported that testing shows HTC
200908 - Freestyle cell phone has latent design defects based on service
200909 - history of continual failures of replacement cell phones. ref SDS 26
200910 - V45F
200912 - ..
200913 - On 120906 0923 visited AT&T Device Service Center in Walnut Creek.
200914 - Mario said to call the Care Center about upgrading the cell phone.
200915 - ref SDS 27 ES48
200917 - ..
200918 - On 120906 0923 at 1221 letter from AT&T failed to provide report on
200919 - findings showing HTC Freestyle cell phone failed testing, and AT&T
200920 - failed to submit telephone number for calling Customer Care Center.
200921 - ref SDS 27 G26F
200923 - ..
200924 - On 120906 0923 at 1253 letter to AT&T requests report on findings
200925 - showing HTC Freestyle cell phone failed testing, and further requested
200926 - that AT&T submit telephone number for calling Customer Care Center.
200927 - ref SDS 27 014W
200929 - ..
200930 - On 120906 0923 at 1530 visited Hector with AT&T in Sunvally Mall and
200931 - saw Samsung Galexy cell phone, and HTC One x cell phone. ref SDS 27
200932 - OO5O
200934 - ..
200935 - On 120906 0923 at 1714 called AT&T Customer Care Center using
200936 - telephone number found on Internet; on hold for over an hour and was
200937 - unable to contact AT&T representative. ref SDS 27 JH6H
200939 - ..
200940 - On 120906 0923 at 1823 Internet research found Amazon sells HTC One X
200941 - cell phone for $460. ref SDS 27 ZI6L
200943 - ..
200944 - On 120906 0923 at 1823 Internet research found Amazon sells Galexy
200945 - cell phone for $590. ref SDS 27 5Z4O
200947 - ..
200948 - On 120907 1423 submitted another letter to AT&T requesting report on
200949 - findings from testing HTC Freestyle phone, and telephone number to
200950 - call AT&T Customer Care Center. ref SDS 28 01F4
200952 - ..
200953 - On 120910 1104 at 1231 purchased cell phone upgrade to Galaxy S3 GT
200954 - 9300. ref SDS 29 HP8F
200956 - ..
200957 - On 120911 1203 purchased cell phone case and screen protective shield
200958 - from Radio Shack. ref SDS 30 01F4
200959 -
200961 - ..
2010 -
2011 -
2012 - Progress
2013 -
201301 - Fedex delivered Samsung Galaxy s3 GT-i9300 cell phone shipped by AT&T
201302 - for order 90410463650093 placed yesterday on 120910 1104. ref SDS 29
201303 - 049N
201305 - ..
201306 - AT&T advised that customers should transfer contacts from the existing
201307 - cell phone before activating new cell phone, reported on 120910 1104.
201308 - ref SDS 29 YU8M
201310 - ..
201311 - Looks like AT&T installed the sim card at the factory. The delivery
201312 - packaging has a hole where the sim was removed.
201314 - ..
201315 - Took cell phone to AT&T store in Sunvalley Mall.
201317 - ..
201318 - Met with Hector, following up meeting last week on 120906 0923.
201319 - ref SDS 27 OO5O
201321 - ..
201322 - Hector was pleased customer purchased Samsung Galaxy S III/S3
201323 - GT-I9300 cell phone.
201325 - ..
201326 - Hector was busy with another customer.
201328 - ..
201329 - While waiting for Hector reviewed documentation for Samsung cell
201330 - phone.
201332 - ..
201333 - This showed procedure to install the battery.
201335 - ..
201336 - Hector finished with the other customer.
201338 - ..
201339 - He inspected the new cell phone. Hector determined the sim was
201340 - installed at the factory, per above. ref SDS 0 349G
201342 - ..
201343 - Asked to run diagnostics to show new cell phone has 1.5 GHz 4-core
201344 - processor and 32 GB memory represented by Elsie and others during
201345 - sales discussions yesterday on 120910 1104. ref SDS 29 RT5L
201347 - ..
201348 - Hector recommended getting a case and a screen shield to protect the
201349 - new cell phone from damage caused by dropping and bumps. This aligns
201350 - with Trish's comments yesterday on 120910 1104. ref SDS 29 2S4N
201352 - ..
201353 - Explained purchase at Radio Shack this afternoon, reported in another
201354 - record. 120911 1203, ref SDS 30 01F4
201355 -
201356 - [On 120911 1203 at Radio Shack purchase protective case and
201357 - screen sheild for Samsung Galaxy S3 cell phone. ref SDS 30
201358 - 01F4
201360 - ..
201361 - Hector transferred contacts from the HTC Freestyle cell phone to the
201362 - new Samsung Galaxy S III/S3 GT-I9300 cell phone.
201364 - ..
201365 - After transferring contacts, Hector showed contacts in the new cell
201366 - phone. The listing in the new cell phone do not differentiate mobile
201367 - from home phone. Hector said the transfer process is somewhat
201368 - flawed.
201370 - ..
201371 - Hector tried using the AT&T computer in the store to activate the new
201372 - cell phone. He said the AT&T computer system is preventing him from
201373 - performing activation.
201375 - ..
201376 - Hector said the customer should leave the store and call AT&T
201377 - phone number to activate the new cell phone.
201379 - ..
201380 - Upon discussion, Hector decided to call the activation number from the
201381 - AT&T office, so that he, as a skilled and experienced AT&T agent, can
201382 - support the activation process, if required.
201384 - ..
201385 - Hector called AT&T cell phone activation phone number.
201387 - ..
201388 - Before handing the phone to the customer, Hector said there is a
201389 - problem activating the cell phone.
201391 - ..
201392 - He hung up, and called AT&T Customer Care Center.
201394 - ..
201395 - Dawn assisted Hector activating the phone.
201397 - ..
201398 - There were several problems. Hector said he learned something new
201399 - about activating cell phones. The main problem was that AT&T said to
201400 - activate the new cell phone using the old cell phone, but this dropped
201401 - the line when control was passed to the new phone. Dawn proposed
201402 - calling Hector using the AT&T store phone. Hector gaver her the
201403 - number, and Dawn called back.
201405 - ..
201406 - Somehow, Hector and Dawn completed activation.
201408 - ..
201409 - Hector called another number using the new cell phone for activation.
201411 - ..
201412 - There was a point when the customer had to listen to a tape recording.
201413 - Hector explained the customer can press 1 on the new cell phone after
201414 - the recording plays for a minute or so.
201416 - ..
201417 - This completed activation.
201419 - ..
201420 - Took Hector to lunch at a restaraunt across from the AT&T store in
201421 - the mall.
201423 - ..
201424 - He demonstrated how to make calls, navigate and how to use the voice
201425 - activation system.
201426 -
201427 -
201428 -
201430 - ..
201431 - AT&T Offer Communication Services $117 Plus $400 Rebate
201432 -
201433 - Hector asked about selling additional communcation services for
201434 - television, telephone and Internet?
201436 - ..
201437 - He quoted $117 per month, and said the customer has credits for
201438 - getting $400 rebate on transferring service from Comcast to AT&T.
201440 - ..
201441 - Explained prior discussions about transferring home communication
201442 - services to AT&T, reported on 120615 1424. ref SDS 21 9M6F
201443 -
201444 -
201445 -
201446 -
201447 -
201449 - ..
2015 -
2016 -
2017 - 1722
2018 -
201801 - Installed protective case and screen shield purchased from Radio Shack
201802 - earlier today, reported in another record. 120911 1203, ref SDS 30
201803 - 01F4
201805 - ..
201806 - After installing the screen shield there is writing diagonally across
201807 - the screen.
201808 -
201809 - [On 120918 1348 Jennifer at Radio Shack discovered diagonal
201810 - writing on the cell phone was caused by a clear plastic
201811 - cover on the shield; she further used an instrument to
201812 - squeeze bubbles from between the cell phone screen and the
201813 - screen shield. ref SDS 32 WQ4O
201815 - ..
201816 - [On 120918 1348 at Radio Shack purchased platform/cell
201817 - phone base for hands free use of cell phone in the car;
201818 - Jennifer, the sales lady, walked out to the car in the
201819 - parking lot and made the installation. ref SDS 32 8Y6G
201820 -
201821 -
201822 -
201823 -
201824 -
201825 -
201826 -
2019 -
SUBJECTS
Default Null Subject Account for Blank Record
2103 -
210401 - ..
210402 - Pending Issues Using Galaxy S3 GT-I9300 Cell Phone
210403 -
210404 - Trish scheduled calling customer Thursday, 120914, to assist with
210405 - pending issues, reported yesterday on 120910 1104. ref SDS 29 EZ7V
210407 - ..
210408 - Pending action items on Samsung Galaxy S3 cell phone...
210409 -
210410 - 1. Trish call on 120913 to resolve pending issues on completing
210411 - the transaction for order # 90410463650093 placed on 120910
210412 - 1104, ref SDS 29 EZ7V
210413 -
210414 - 2. Trish post $148 credit on order # 90410463650093 placed on
210415 - 120910 1104. ref SDS 29 TQ8G
210416 -
210417 - [On 120913 1315 Trish did not call as planned; call to AT&T
210418 - initially failed to find pending action for posting credit
210419 - to customer. ref SDS 31 1Y6G
210421 - ..
210422 - [On 120913 1315 at 1404 Elise supervisor with AT&T Customer
210423 - Care will investigate posting $148 credit, ref SDS 31 P54H;
210424 - advised that AT&T management refuses to permit sales agents
210425 - from sending correspondence confirming terms and conditions
210426 - on transactions. ref SDS 31 HH9L
210428 - ..
210429 - [On 120913 1315 at 1641 received letter from Elise with
210430 - AT&T information on cell phone, and which fails to transmit
210431 - AT&T record confirming understandings to complet the
210432 - transaction. ref SDS 31 D18J
210434 - ..
210435 - [On 120921 1148 notified AT&T of pending matters to resolve
210436 - AT&T errors and omissions required to complete transaction
210437 - for Samsung Galaxy cell phone. ref SDS 33 JO97
210438 -
210440 - ..
210441 - 3. Diagnostics determine processor 1.5 GHz 4-core and 32 GB memory
210442 - for order 90410463650093 placed on 120910 1104, ref SDS 29 RT5L
210443 -
210444 - [On 120913 1315 at 1404 Elise supervisor with AT&T Customer
210445 - Care will investigate and advise on procedures for
210446 - determining cell phone processor and memory. ref SDS 31
210447 - XN5G
210449 - ..
210450 - 4. How to call Customer Care on cell phone?
210452 - ..
210453 - 5. Battery how long does it last?
210454 -
210455 - [On 120918 1348 Jennifer at Radio Shack changed settings to
210456 - display the percentage of battery life remaining.
210457 - ref SDS 32 WP7N
210459 - ..
210460 - 6. Platform in car for hands free use of cell phone.
210461 -
210462 - [On 120913 1315 AT&T Customer Care Supervisor, Elise,
210463 - recommended buying car platform for the cell phone at Radio
210464 - Shack. ref SDS 31 M14M
210466 - ..
210467 - [On 120918 1348 at Radio Shack purchased platform/cell
210468 - phone base for hands free use of cell phone in the car;
210469 - Jennifer, the sales lady, walked out to the car in the
210470 - parking lot and made the installation. ref SDS 32 8Y6G
210472 - ..
210473 - 7. Screen shield has advertizement for Zagg covering the entire
210474 - screen, per above, ref SDS 0 HE8K, contrary to agreement with
210475 - Radio Shack on 120911 1203. ref SDS 30 PM4L
210476 -
210477 - [On 120918 1348 Jennifer at Radio Shack discovered diagonal
210478 - writing on the cell phone was caused by a clear plastic
210479 - cover on the shield; she further used an instrument to
210480 - squeeze bubbles from between the cell phone screen and the
210481 - screen shield. ref SDS 32 WQ4O
210482 -
210483 -
210484 -
210485 -
210486 -
210487 -
210488 -
210489 -
210490 -
210491 -
210492 -
2105 -