Fun with AT&T Tech Support

Somehow I managed to pocket-dial an order for the AT&T Navigator app for my Xperia. I became aware of this through two text messages sent to me from AT&T. I called in last night to cancel it during the free trial phase. I took the opportunity to mention how useless it was for AT&T to put a paid app on the phone when Google offers a superior product for free right alongside it. She seemed to agree.

While I was on the phone it I figured I would ask about the Eclair upgrade, fully expecting another “stay tuned for news” line that I’ve been getting through Facebook and Twitter. To my surprise she said, “Let me look that up for you.” After a brief moment on hold, she came back with “The X10 is already out, so if you are eligible for an upgrade you can get it. Would you like me to look up your eligibility?” I explained that I currently own the phone and was looking for the Android OS upgrade, not a phone upgrade. She sounded mildly embarrassed and took another shot. Back on hold I went. She came back and apologized, as there was no information available.

While I was at it I went ahead and asked about Froyo for the HTC Aria. She looked that up, and found the update from September, but no news on Froyo. I made a comment on how it would be nice for AT&T to join the modern era and she laughed. It was nice to get someone who realizes how backward AT&T is. Throughout the conversation she took all the comments on AT&T’s backwater ways in stride, and kept in good humor for the duration of the call. This stood out to me because of all the lousy customer service they’ve offered me over the last several years.

So, the bottom line is, we very well may not see Eclair for another year through AT&T. The status quo is a long delay for anything, including getting Android at all, so most of AT&T’s customers have learned not to hold their breath for any good news. In the mean time, calls like last night’s serve to ease the pain a bit. Friendly customer service reps make a huge difference, and AT&T finally found a good person to fill the need.

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