[This epinion has been updated; check the last paragraph.]

After my immense dissatisfaction with PrimeCo and its shoddy service quality, I did a lot of homework on cell phones. I opted to go with AT&T locally. Things started out fine. But then... something verbal happened.

First Impressions

I initially purchased the phone and package online at AT&T's site. Things were fine until I saw a better deal in the paper that night from a local AT&T store. I called up the national line and was told that I could just refuse the package and get a full refund for the online offer. Sounded great.

The phone was a low-end Nokia but was a great, great phone. I was told that I'd get 500 night/weekend minutes on top of the 200 monthly for $29.95/month. Not bad. I was on my merry way.

The online phone arrived, but I simply refused the package as was indicated.

But then...

I moved. I no longer needed my cell phone once I got my (cough!) AT&T cable modem installed, so I called to cancel. "There is an $80 cancellation fee." What? Yes, I was told that I was under contract for a year and there was a cancellation fee involved. I would accept that if I was actually told that in the store when I bought the phone. "You should have a copy of the contract in the box with the phone." Nope - already checked.

"Well then, you entered a verbal contract with us at the time of purchase." WHAT?! I continued discussing the fine legal aspects of a verbal contract with this fellow, but soon tired of his claims and asked for a supervisor. Not in. Surprise.

I was then told I'd have to get the contract (that I didn't sign, mind you) at the local store. As it so happens, I was in the area of the store the next day. Then the real fun started.

The very first thing I was told was that everyone gets one-year contracts no matter what, and that now - now people must sign contracts. Sure, but what about me? I wasn't told about one, one wasn't provided to me... I had absolutely nothing in my possession that indicated a contract or cancellation fee. The manager, who was somewhat helpful, said that the employee who sold me the phone (who wasn't there anymore, natch) made a mistake, but I'd still have to pay.

I saw no reason as to why - after all, if this was a verbal contract, there were no written terms (I could've asked AT&T for $500 in damages, if I really wanted to.) He let me speak with the aforementioned supervisor who informed me that:

* everyone gets a contract;
* I was told about it even though I wasn't (I guess she was there, just invisible);
* they couldn't budge on the cancellation fee even though I was never informed of it;
* my favorite one: I was not in an AT&T store and was not serviced by an AT&T employee!

The last one really confused me, because it sure looked like an AT&T store. There were big AT&T logos everywhere, everyone had AT&T shirts on, and all of the boxes said AT&T. But I guess it wasn't. This supervisor was simply trying to pass the buck, instead of providing - gasp - customer service.

What Happened Next

Remember that phone I refused shipment of? Well, I got charged for it on my credit card. I figured the credit would show up. After two months, it didn't. AT&T said they issued the credit - twice - but it just didn't go through. Fed up with their lies after three months, I asked CitiBank to step in. Sure enough, Citi got the credit out of them.

I even got the first month's bill for the unused account! Afterwards, I received $0.00 bills for this account (which was labeled "cancelled" each statement) for four or five months. Today I was shocked to receive a bill with a balance due of $9.32! Why? Well, CitiBank's credit minus the balance due for unused one month's service equaled $9.32. Yes, but $9.32 negative - so they would've owed me (if it was my money.) I had to spend 30 minutes on the phone to get this resolved.

The local phone issue got resolved the following day, when one of the supervisor's underlings called me and said the most they could do would to be to cut the cancellation fee in half. I said fine, I'll pay the $40, but this is ridiculous.

So what about the service?

The service itself was not bad. There were occasional dropouts.

But you can't ignore the horrendous attempt at customer "service". I've been around retail and non-retail long enough to know what service is. AT&T has no clue. They have no clue because they are instructed to never issue credits, ever, because that admits a mistake. And AT&T can't make mistakes, after all, because they're a perfect corporation.

This incident disgusted me so much that I swore off cell phones. Life is just so much better without them. Plus, I don't have to worry about verbal contracts or paying for things I never got in the first place.

AT&T has pulled off an astonishing feat: they might be worse than Best Buy. I would advise you to spend your money elsewhere. Even PrimeCo.

Update: February 20 2001

As an update, I'd like to note that AT&T has since charged my credit card again with an improper charge, yet has sent me statements for the past three months with a credit in the same amount as the charge. So far, no reply from them.

Recommended: No

Amount Paid (US$): 29.95