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# 30 for November 23, 2002 Next Complaint Complaint Repair received the following consumer message on November 22, 2002: From: Alvarenga, Carlos (EOM) [Carlos.Alvarenga@dc.gov] RE: AT&T Wireless Service - purchased 8390 Nokia GSM phone - unable to get phone activated by AT&T I have been a customer of AT&T since 1998. Two weeks ago, I decided to get a new phone with a new plan. I got the 8390 NOKIA--this particular phone has a "SIMM Card" that goes inserted in the interior of the phone. When the phone arrived by mail, I called in AT&T Customer Service Department to activate it. They said they had encountered a technical problem that it could take 48 hours. I waited for three days with no service, then five days. At that point I told them I needed to send the product back. The representatives never presented a solution to the problem--send me a phone already activated, for example, no immediate solution was presented to me. Each representative I called could not give a definite answer when my service was going to re-instated--in spite of my frustration, all they could say was, "I understand your situation." After agreeing to wait a little longer for my service, they would say, "Is there anything else I can help you with"--they had not helped me at all. At one occasion I said, "Yes, Could you re-instate my service?" I don't how one can make a big corporation make up for bad customer service. The only advice I can give is to do some research before acquiring a service from a company.

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