Written: September 4, 2015

AT&T customized video

Customized Videos for Clients

In my household we have five cell phone users, so for each user we have a two year contract that allows us to upgrade and pick a new phone from a variety of choices. Our phone carrier is AT&T and they just sent me the neatest thing ever, an email with a link to a customized video on what to do when my new smart phone arrives.

AT&T customized video

In this customized video they displayed and spoke:

They also described a free app to migrate my existing phone content to the new one using AT&T Mobile Transfer. A final step was to let AT&T know that I had my new phone all ready to use, so I visited http://att.com/activations/

They’ve really made the process of upgrading smart phones easy to do, and that customized video was a first time experience for me, quite impressive, so I wonder how many other businesses would benefit from creating customized videos for their clients to be delighted with.

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KitKat 4.4

Android Woes and a Fix

The two largest cell phone operating systems are iOS from Apple and Android from Google, so you’re probably using one of these for your own cell phone. Both Apple and Google provide updates that provide new features and fix things like security bugs. The latest Android release was dubbed KitKat, or version 4.4.2 and it came out about a month ago or so. My oldest son had read up about the new features and encouraged me to upgrade, so I did.

KitKat 4.4

My upgrade to KitKat was flawed, because all of a sudden my bluetooth headsets started to crackle and disconnect. The only way that I could make my bluetooth headsets work was to hold the phone two inches away from the headset, so that was certainly not practical. A quick Google search revealed that hundreds of other cell phone users were experiencing the identical issue as me, Android 4.4.2 had effectively killed their bluetooth capability. I phoned the 800 AT&T support and they suggested, “Oh well, just wait for another release to fix this issue.”

Samsung Galaxy Note 2

What, and in the meantime, how do I operate hands-free?

Not satisfied with that answer, I phoned up the local AT&T Customer Service on Barbur Boulevard in Portland. They told me to come visit the store for diagnosis. The local tech asked some questions, then decided to re-image the phone by installing their master version of 4.4.2, and as a side effect it would remove all of my Apps. I signed the consent form, and waited maybe 12 minutes.

He handed me the phone back, and then paired my bluetooth headset, it now worked just fine.

I was so glad that my local tech support guy at AT&T knew what to do in order to make my phone work again, because I always use my bluetooth headset and it allows me to keep my hands free for typing or driving. I learned not to always follow the advise from the 800 number.

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Apple Provides Excellent Customer Service

In business I love a good deal, so when my daughter wanted to upgrade her phone she fell in love with the iPhone. I knew that AT&T offered refurbished phones for a good price online, so we logged into our account and found a refurbished iPhone 4 for just $0.01.

iPhone 4

 

The phone was shipped to our home within 2 days of ordering, and my daughter enjoyed using her first smart phone. She was so excited about the iPhone that she started downloading apps, changing the ring tones, getting a case, etc. that we didn’t activate the phone until 15 days later. Upon activation I called her iPhone but she couldn’t hear me speaking. We ran through some diagnostics at the Apple support site and concluded that the speaker wasn’t working.

We phoned AT&T and explained our audio problem with the iPhone and they told us that we were one day late beyond the 14 day limit for a return, instead we needed to talk with Apple directly. The nice AT&T support person connected us with Apple and we found out that we could either have a replacement mailed to us in a few days, or just schedule an appointment at our local Apple store using the online scheduling with the Genius Bar.

Monday morning we arrived at the Apple store in Bridgeport Village and received our replacement iPhone 4, at no cost. The blue-shirted  employees at our Apple store greeted us warmly, found our reservation, and helped us quickly and efficiently. Now that’s superior customer service that will likely make my daughter a lifelong Apple customer.

Apple Store, Bridgeport Village

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