URGENTLY NEEDED FIX
I'm disappointed in Apple's execution of it's recently upgraded iPhone, which bumped the on-board memory of the device from 8Gb to 16 Gb. No, I'm not talking about the lack of the long-anticipated upgrade to a 3G (higher wireless broadband speed) iPhone.
I'm talking about the utter dearth of information on Apple's website on how the three million plus owners of the current iPhone may transfer their phone numbers and data off their existing iPhone to a new iPhone.
And no, I'm not complaining about an UPGRADE path for existing iPhone owners, whereby existing owners would get some sort of a discount for upgrading to a new iPhone. No consumer electronics company could reasonably make that kind of an offer on a sustained basis in a fast-changing technology world.
No, I'm just talking about the on-going confusion amongst both Apple and AT&T representatives on how current users would transfer their numbers and information to a new iPhone, preferably WITHOUT having to renew their two-year contract with AT&T.
This article in iLounge, summarizes the current state of affairs:
"A number of iPhone users upgrading from older 4GB or 8GB units to the new 16GB model have been presented with conflicting information regarding whether or not their AT&T contracts are being extended, and whether they should attempt to use their prior iPhone SIM cards in the new model.
A discussion thread on Apple’s support site outlines the problems, with an Apple employee admitting to not having a concrete answer. “Use the SIM from your current iPhone,” said Apple employee Nathan C., before editing his post to say “My apologies these steps may not work. You may need to activate it with the new SIM choosing the option to ‘replace’ an existing phone on your account.”
Another user claims that an AT&T sales agent said that the original 2-year plan would end as soon as he activated the new iPhone, and that a new 2-year contract would be initiated. iLounge has contacted AT&T for clarification on the issue, and will be updating this story once we receive a response.
Update: Mark Siegel, Executive Director of Media and Analyst Relations with AT&T, told iLounge in an email, “If you upgrade from an 8 to a 16 GB iPhone, you sign a new contract. However, we automatically backdate it to the starting point of your contract on the 8 GB phone.” He added that the company “will make every effort to ensure that our reps provide customers with the correct information,” and clarified that customers should activate the SIM card that comes with the new model."
That process, where the customer activates the new SIM card rather than replace it with the old SIM card contradicts the process recommended by O2, the European wireless carrier, on it's own website. There they recommend customers replace the new SIM with the Old, then activate it on iTunes, click on existing owner, and then proceed with the activation of the new phone with the old SIM card.
Very different than what the AT&T executive seems to recommend doing above for U.S. customers.
Anecdotally, I've visited several Apple stores on both the east and west coasts over the last couple of weeks since the new iPhone was announced, and can vouch for the on-going state of confusion even amongst Apple employees at the stores.
In each case, the only advice I got was that I could transfer the number and data to the new iPhone merely by replacing the SIM card from the old to the new phone.
When countered with the information that online sources were pointing to different solutions, most of the time, the response I got back was a shrug. In one case, the Apple rep even had the audacity to say, "Sir, we just sell the hardware".
Apple doesn't just sell hardware, but software and the promise of a better service, a better experience than competing solutions.
And Apple has spoiled us, by introducing a cell phone that didn't require a visit to a phone store to activate it, but rather do it just by visiting a website. Apple from the beginning has tried to make cellphones easier to buy and use. And this should apply as well to users moving from an old to a new phone.
This state of affairs is simple to fix.
Just put up the correct information and procedure on the Apple website. And place it front and center next to the information about the new iPhone, not hidden somewhere in the Support or forum pages on the Apple site and/or elsewhere. Make it unnecessary for every owner of an iPhone to scramble around online wasting time, trying to get a straight answer.
And while they're at it, they should explain how the old iPhone may now be used, with a new AT&T account of course, by another user. Preferably with a seamlessly functioning online process, and some incentives, of course. This would encourage existing iPhone users to give/sell their old phone to a family member or friend and spread the iPhone message.
And it's important Apple fix this now rather than when they finally introduce a 3G phone, expected later this year.
If they don't, they're really going to have some really frustrated and angry iPhone users overwhelming their representatives both in their stores and on the phone.
Fix this, Apple, please.
DISCLOSURE: I remain a long-time shareholder in Apple.
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