Tuesday, April 1, 2014

It's who you know

My daughter's phone has been acting up by randomly calling people by itself and playing music out the blue. My daughter said that she thinks her phone is possessed. When I got about five calls from her, I thought something was wrong at first. It kept dialing my number and then no one was there. When I went to pick her up, I asked her if she was ok because I had five calls from her. Her reply, "THIS STUPID PHONE" made me know that her phone had a mild case of poltergeist.  She said that her phone just keeps doing that and she doesn't know what to do. I told her to call AT&T to see if there was something they could do.

She calls AT&T but they told her that since it is an Apple phone, that she needed to Apple for support and so she did. She calls Apple to find out if they can troubleshoot her phone for her. Whoever she talked to told her that she needed to pay $19.00 just for them to troubleshoot it. That sounded ridiculous to me. So I told her to give me the number and let me call them. She tells me that there isn't anything I can do because she already tried that. Again, I told her to give me the number. She said, "Mom, what is it that you are going to get done that I can't get done." Again I said give me the number.

She gives me the number and I began to call Apple. In the beginning when you get through, an automated voice comes on saying that if you need help troubleshooting your phone, it will be $19.00 and to stay on the phone if you want to talk to an assistant or an agent to pay your $19.00. So I stayed on the phone until someone came on the line. When the guy gets on the phone and asks for my name, I told him who I was and that I need them (Apple) to troubleshoot my daughter's phone and that paying $19.00 was not going to be an option. The guy on the other end says to me, "Did you say that paying $19.00 was NOT an option?" I said that is correct. I will not be paying $19.00 for tech support to troubleshoot your own product. There was a brief pause in the conversation and the guy says to me that he will give me a one time pass then and not charge the $19.00. He said ma'am, all you are going to do is pay that amount and I tell you how to fix it. I was like, so I'm paying you the money to tell me how to fix it!!! He said yes.

So he goes on and tells me how to troubleshoot it and I'm writing the instructions down as he is telling me. After that, he then tells me how to go online and troubleshoot also. So I go online and print out the instructions as well as give my daughter the written instructions also. When she asked me how did I do that without paying the money, I looked at her and said, "It's who you know."