Wednesday, March 21, 2012

Apple CEO Tim Cook Asks AT&T To Unlock Angry Customer's iPhone 3GS

Tim Cook Asked AT&T To Unlock An Angry Customer's iPhone 3GS

Apple has its unique ways of making the customers loyal to them. Its not always the products that they make but the service they are willing to provide going beyond the possible known limits just to make a customer happy.

Earlier there were such incidents with Steve Jobs. For instance, A man returned his used iPad with a label which said - "Wife Says No" . This incident went upto the higher managemnet level and was finally brought to Steve Job. Steve jobs, sent a box to the same man with a brand new iPad 2 in it and with a label which said - "Apple Says Yes"  

A similar incident happened with the current CEO Tim Cook. A reader from 9to5 Mac shares his story.

The reader was moved to Canada and wanted to use his iPhone 3GS which was on AT&T although the contract period was over. He wanted to use Canada's pay as you plan service. So when he contacted AT&T to unlock his iPhone 3GS saying that only Apple could do so. When the reader contacted Apple, he was advised to contact AT&T as only they have the access to unlock the iPhone. When he came back to AT&T the response he got from them was to go ahead and jailbreak the iPhone. Angry and frustrated with the response from AT&T, he decided to send an email to the CEO, Tim Cook.

Let's have a look at the email:

Hi Tim,
My family is immersed in the Apple brand. All 4 of my children (aged 2 to 8) have been using iPod touches, iPhones, iPads, and iMacs since they were a year old. Our television is a 27” iMac using eyeTV. My kids talk to their grandmother every second day via video Skype on the iMac. All of our computers are Macs (we have 4 in the house). Apple has touched every aspect of our lives and made it richer!
My company recently moved me to Canada for a work assignment for a few years. My wife’s iPhone 3GS had finished its contract with AT&T so I bought her an iPhone 4 the day we moved to Canada. I took her iPhone 3GS and I contacted AT&T to see if I could have it unlocked so that I could use the phone with a Canadian carrier with a “pay as you go” plan for casual use (I’m forced to use a Blackberry for work, but I hate it so I’d like to use the iPhone for phone calls). This is where my problems began.
Basically AT&T told me that they couldn’t unlock it, only Apple could. I called Apple (but was routed through Apple Canada) and they told me “ask to talk to a supervisor at AT&T because the customer service rep won’t know the process, but AT&T definitely can unlock it”. So I called them back and the supervisor was adamant that they couldn’t help me. “Just jailbreak your phone” was their advice.
I didn’t want to jailbreak my phone, I like Apple’s curated experience and I don’t want to stray from that. However after several more calls to both AT&T and Apple, I made no progress. So I’m turning to you for a final plea.
I love Apple and will continue to buy your products regardless of what happens with this situation. However, I did pay $600 some odd dollars for this device (even though I bought it on contact and they say its subsidized, I’m basically paying for the device in my monthly payments) and I’d like to be able to use it.

My thanks to the Apple team, keep innovating!

The reader never received any response to the above email from Cook but he did receive a response from AT&T informing him that they received an email from Cook requesting to unlock the iPhone9to5Mac confirmed the emails are authentic. After confirming the IMEI’s for the device, an AT&T representative told the reader that AT&T made an exception to unlock his iPhone. The reader was given instructions to connect his iPhone to iTunes to complete the unlock.
Apple CEO Tim Cook requested AT&T to unlock iPhone 3gs for angry cistomer

The reader claims that after his phone got unlocked, he received a call from Tim Cook's assistant to make sure AT&T completed his request:

Mid day my wife sent me an e-mail at work saying "Um, Tim Cook's special assistant                                                                                                just called and she wants to know if AT&T has unlocked your phone yet??? Why does Tim Cook care about your phone?"
Good to see that Tim Cook is continuing what Steve Jobs used to do.

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