Nearing Zenith

All Contact with Customers is Customer Service

A simple question leads to two different experiences. One confusing and frustrating, the other clear and helpful. Guess which one came from Apple and which came from AT&T…

My question:

I’d like to get an iPhone 4S, but I bought an iPhone 4 a year ago. Do I need to pay full price for the 4S or can I get a discount?

Let’s ask AT&T

Login. *tap* *tap* *tap* iPhone eligibility. *click*

What’s “…upgrade at full retail price” mean? I’m allowed to purchase an iPhone 4S for full retail price, in other words? Is that a special AT&T price or full-full unlocked retail price. And what are those prices, exactly? How helpful.

I guess I “may qualify for an equipment discount on 12/04/2011”, but how much will this help me, exactly? What does the “may” mean? How much is the “equipment” going to cost?

“…to purchase a different device online.” Uh, I think we were talking about iPhones here. What’s “a different device” got to do with this? Are you trying to pawn an Android device off on me? That’s not cool.

“Upgrade this Line” is going to do what, exactly? What’s a “Line”? Is it like an “iPhone” or are you wanting me to add minutes or something. Why is this option checked by default?

So, I don’t actually know anything new from this page except that December 4th is important and may qualify me for a discount of some sort.

What a mess AT&T. This is why people don’t like you very much.

Let’s ask Apple

Check my availability. *click* Fill out some info. *tap* *tap* *tap*

Ah, so December 4th is when I qualify for a $250 discount on the iPhone 4S, 4, and 3GS. Not bad. I think I’ll wait for the iPhone 5, but those discount prices are tempting. Perhaps after the New Year…

So, here I can clearly see the available phone, the discount eligibility date, and even compare the iPhone model prices.

Thanks Apple. This is why people love you.