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AT&T posts iPhone FAQ, says it won't offer wireless insurance

post #1 of 57
Thread Starter 
AT&T, the exclusive wireless carrier for iPhone in the United States, has posted a frequently asked questions list ahead of Friday's formal roll-out, indicating that it will not offer wireless insurance for the Apple handset, among other things.

AT&T does say it will provide 14-day return policy with 10 percent restocking fee, but the Apple device must be returned to the original point of purchase. If the iPhone is returned unopened, there will be no restocking fee.

For your convenience, the entire AT&T iPhone FAQ is mirrored below:

General

Q. Where can I buy iPhone?
A. iPhone is available atÂ*AT&T stores, Apple stores and online at apple.com. Find an AT&T store that sells iPhone now.

Q. How much does iPhone cost?
A. There are currently two versions of iPhone available. $499 for the 4GB model and $599 for the 8 GB model. Both prices require a 2-year service agreement.

Q. Is iPhone eligible for Wireless Phone Insurance?
A. No. iPhone is ineligible for the Wireless Phone Insurance program offered to AT&T customers.Â*iPhone is covered by the Apple Warranty. If you have Wireless Phone Insurance from AT&T, it will be removed from your line of service.

Q. Are business customers eligible for discounts?
A. No. iPhone service is available only to consumer accounts. iPhone and associated wireless service are not eligible for corporate discounts.

Activation

Q. How do I activate iPhone?
A. You activate iPhone in a whole new wayÂusing iTunes right on your computer. All you need is a PC or Mac, a credit card or debit card, access to the Internet and an email address.

The credit approval for your AT&T service also happens on your computer. ItÂs part of activating through iTunes, but if youÂd rather have your credit pre-approved before you leave the store, an AT&T store representative can help you with that.

You will also select an available plan during activation.

Q. Does iPhone work out of the box?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.

Q. How long does it take to activate iPhone?
A. Most activations should happen within a few minutes of selecting your plan. If there are any questions around your account status or credit, there may be delays in activation.

Existing Customer Questions

Q. How do I upgrade to iPhone?
A. Just go to an AT&T retail store, and mention you're replacing your existing phone. Our salespeople will help you through the process and answer any questions you have.

Soon you'll be able to upgrade through myWireless online.

Q. Do I need to switch to a different rate plan if I upgrade to iPhone?
A. If youÂre an existing AT&T (formerly Cingular) wireless customer, you just need to add an iPhone Data Plan. (This may replace your current data plan. Your voice plan will stay the same) The iPhone Data Plan gives you Visual Voicemail, as well as Unlimited DataÂincludes both email and webÂand texting, all for as little as $20. You'll add an iPhone Data Plan during the activation process.

Q. Can I add iPhone to a FamilyTalk plan?
A. Yes. Just go to an AT&T retail store, and mention you'd like to add a line to an existing account.

Q. Do I need to switch to a different FamilyTalk rate plan if I want to add iPhone?
A. No. You might want to upgrade your minutes since you are adding an additional line.

Q. I just upgraded my phone recently. Are there any penalties or restrictions for upgrading to iPhone right away?
A. No. Everyone can upgrade to iPhone right away.

Q. What if I currently have a GoPhone?
A. You will need to activate iPhone on a new account with a new phone number.

Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.

Billing

Q. Will I be billed from both companies?
A. Wireless service will be billed from AT&T. Additional content purchases from iTunes such as music, videos, and movies will be billed from iTunes, similar to today.

Q. Are there any differences from your normal billing procedures?
A. No. There are no differences on your monthly bill.

Return Policy

Q. Do you have a special return policy for iPhones?
A. Yes. Apple branded equipment is covered by a 14-day return policy and must be returned to the original point of purchase. If the Apple branded equipment is returned unopened and in the original shrink wrapping, it will be refunded back to the original payment method. Opened Apple branded equipment that is returned within 14 days will be subject to a 10% open box restocking fee. All products must be packed in their original, unmarked packaging including any accessories and manuals that shipped with the product.
post #2 of 57
Q. After I activate the iPhone, can I pay the $175 ETF and just have a kick-ass iPod and internet device?

A. (crickets chirping)
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post #3 of 57
Quote:
Originally Posted by CosmoNut View Post

Q. After I activate the iPhone, can I pay the $175 ETF and just have a kick-ass iPod and internet device?

A. (crickets chirping)

That really is the big question here. I'm sure plenty of non ATT customers wouldn't mind spending the extra $175 if they could end up with an iPhone minus the phone and keep their existing non-ATT phone line.
post #4 of 57
I usually don't like to do this, but since it's in the headline for all to see: "insurance" only has one "s"
post #5 of 57
Am I reading this right that for existing ATT customers it is just an upgrade and we don't have to do the whole credit check stuff?
post #6 of 57
You sir are correct. All you have to do is add the iPhone 20 data plan to your exsisting plan.
Quote:
Originally Posted by gkorsgard View Post

Am I reading this right that for existing ATT customers it is just an upgrade and we don't have to do the whole credit check stuff?
post #7 of 57
No insurance. Doest this mean I have to buy applecare for my iPhone?
post #8 of 57
Q. Are business customers eligible for discounts?
A. No. iPhone service is available only to consumer accounts. iPhone and associated wireless service are not eligible for corporate discounts.

According to my local store, the $20 data portion is not eligible for a corporate discount, but the voice portion of the service is. The pricing by AT&T is just rolling together their standard rate plans with the $20 data adder. So for a $100 plan, the true cost is $80*0.85 (for 15% discount) + $20 = $88.

You have to have your Foundation # and some form of business ID (card, etc.).
post #9 of 57
Does anyone know if incoming text messages count against your monthly amount? On TMobile I have to get the unlimited plan since I send and receive more than 1000 and they charge you for incoming. Wondering if I could get away with $10 for 1500 texts on at&t or if I'd have to spend the $20 and get unlimited.
post #10 of 57
Quote:
Originally Posted by jkovach View Post

Q. Are business customers eligible for discounts?
A. No. iPhone service is available only to consumer accounts. iPhone and associated wireless service are not eligible for corporate discounts.

According to my local store, the $20 data portion is not eligible for a corporate discount, but the voice portion of the service is. The pricing by AT&T is just rolling together their standard rate plans with the $20 data adder. So for a $100 plan, the true cost is $80*0.85 (for 15% discount) + $20 = $88.

You have to have your Foundation # and some form of business ID (card, etc.).

They are talking about corprate pools: companies have what ammounts to a gigantic "family plan" where they have x minutes, Y SMS and Z MB of data to be shared by all users (could be from 10 to 1000+ users) and because companies pay by the meg, they can't do the unlimited data plans.

Joe-stand-alone-web-designer will be able to get his iPhone with no problem.
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post #11 of 57
Q. How do I upgrade to iPhone?
A. Just go to an AT&T retail store, and mention you're replacing your existing phone. Our salespeople will help you through the process and answer any questions you have.

SO i cant buy one at a apple store ?!??!


Or are they saying this incase you have credit built up to buy a iphone ? I dont and dont want to wait @ at a ATT store to find out they are out of stock. Too much room for BS at a ATT store.

Why cant I buy it at a Apple Store
post #12 of 57
Bad deal on not offering insurance. AppleCare won't cover loss or damage. Anyone know of a 3rd party that offers insurance on phones?? (I'm still going to get one though)

B.
post #13 of 57
Quote:
Originally Posted by PBG4 Dude View Post

That really is the big question here. I'm sure plenty of non ATT customers wouldn't mind spending the extra $175 if they could end up with an iPhone minus the phone and keep their existing non-ATT phone line.

Really? You think a lot of people would pay $775 for an 8 GB iPod?

Why not just wait until the next gen iPod comes out, probably in the fall? Most likely it will come in larger capacities and be far less expensive.
post #14 of 57
Quote:
Originally Posted by emdeesee View Post

Does anyone know if incoming text messages count against your monthly amount? On TMobile I have to get the unlimited plan since I send and receive more than 1000 and they charge you for incoming. Wondering if I could get away with $10 for 1500 texts on at&t or if I'd have to spend the $20 and get unlimited.

Everyone gets 200 along with the Data Plan. 1500 SMS is $10 more/mo.
post #15 of 57
Quote:
Originally Posted by emdeesee View Post

Does anyone know if incoming text messages count against your monthly amount? On TMobile I have to get the unlimited plan since I send and receive more than 1000 and they charge you for incoming. Wondering if I could get away with $10 for 1500 texts on at&t or if I'd have to spend the $20 and get unlimited.

I've been with AT&T for years and I have never had INCOMING text messages count against my limit.
post #16 of 57
Quote:
Originally Posted by silly34 View Post

Bad deal on not offering insurance. AppleCare won't cover loss or damage. Anyone know of a 3rd party that offers insurance on phones?? (I'm still going to get one though)

B.

This is common with smart phones. People drop them too often, and they're too expensive to replace. It doesn't make good business sense to insure such devices at the usual carrier rates.

You may find a third party that will do it, but expect to pay quite a bit monthly.
post #17 of 57
Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.


So, how do you transfer all of those phone numbers from the old phone to the new? Isn't that the point of a sim card?
post #18 of 57
.....
post #19 of 57
This is true. If you call in and tell them your phone isn't working correctly, they ask has it been dropped or any water damage. If not, then it's free to get a new one. But I've had my smartphone replaced twice for free.
Quote:
Originally Posted by mrjoec123 View Post

This is common with smart phones. People drop them too often, and they're too expensive to replace. It doesn't make good business sense to insure such devices at the usual carrier rates.

You may find a third party that will do it, but expect to pay quite a bit monthly.
post #20 of 57
Q: Does the Q&A format remind me of the way Dwight Schrute talks?
A: Yes, it does.
post #21 of 57
Maybe some insurance agent would provide a rider on your homeowners/renters plan for the iPhone?
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post #22 of 57
Quote:
Originally Posted by mmmdoughnuts View Post

Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.


So, how do you transfer all of those phone numbers from the old phone to the new? Isn't that the point of a sim card?

All of those phone numbers are *supposed* to be in your contacts on either your Mac or PC.....which then would get sync-ed up. But I suspect not everyone has that. But just think, you'll be a pro at using the keyboard after re-typing all of your contacts!

As far as the SIM goes, I've always hated the way contacts are stored on a SIM. If I have a contact with 3 different phone numbers (cell, home, office), and then store it on the SIM, it gets stored as three different entries. And you can forget about other details of the contact like email address, street address, notes, etc.
post #23 of 57
most apple authorized shops are able to replace parts within 1 to 2 days on my area, not to mention its free for one year, on the other hand if you like to abuse stuff, its probabily not a good bussiness for you
post #24 of 57
Quote:
Originally Posted by mmmdoughnuts View Post

Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.


So, how do you transfer all of those phone numbers from the old phone to the new? Isn't that the point of a sim card?

The most current reviews and specs of the iPhone have listed that there is a sim card slot on the top of the phone between the headphone jack and the sleep/wake button. Apple suggests that you use the pre-installed sim card but it is not mandatory. You do however have to activate the phone. But once this is done, you should be able to switch the sim cards. I would recommend doing what the articles say in regards to getting ready for it and get all of your contacts into outlook/entourage now. I did this with over 300 contacts and it did not take me very long at all.
post #25 of 57
Quote:
Originally Posted by mrjoec123 View Post

Really? You think a lot of people would pay $775 for an 8 GB iPod?

Why not just wait until the next gen iPod comes out, probably in the fall? Most likely it will come in larger capacities and be far less expensive.

Because any new iPods probably won't have WiFi 'net connectivity.
post #26 of 57
Quote:
Originally Posted by JupiterOne View Post

I've been with AT&T for years and I have never had INCOMING text messages count against my limit.

I think that you should re-check your bill. If you look closely, the sms messages are numbered and alongside them, it says incoming or outgoing. All of these messages add up on your bill and then are counted together. There is not a wireless carrier in the world that only charges for outgoing messages. That would be like someone calling you and you not getting charged for the minutes since that person was the one that placed the call. Use common sense and think about the fact that they will charge you every cent that they can. I have been with Cingular, now At&t, for over 7 years. Many, many times, I have gone over on my sms messages because of my incoming messages and I got charged the usual $.10/message overage.
post #27 of 57
Quote:
Originally Posted by atlguy3369 View Post

I think that you should re-check your bill. If you look closely, the sms messages are numbered and alongside them, it says incoming or outgoing. All of these messages add up on your bill and then are counted together. There is not a wireless carrier in the world that only charges for outgoing messages. That would be like someone calling you and you not getting charged for the minutes since that person was the one that placed the call.

Actually, there are many wireless carriers in the world who do exactly what you claim none will do: not charge you when you receive a call, or an SMS, from another person. In fact, this is standard in most of Europe: when someone calls a wireless number, the person who places the call is charged the normal rate for calling to that area, plus a wireless surcharge (usually about $0.04 per minute). The person who receives the call on their wireless pays absolutely nothing.

This is why, in many parts of the world, even relatively poor persons have mobile phones. They simply buy a phone with a very small pre-paid account balance (you can get a decent, basic Siemens phone with approx. $5 of credit for as little $20 in France or Germany, for example), and then use the phone primarily to receive calls, which costs them nothing. The same is true for SMS messages; no charge to receive in many cases.

My friends and colleagues in Europe are always appalled when they find out that mobile users in the U.S. have to pay for both calls made and calls received.
post #28 of 57
Quote:
Originally Posted by mmmdoughnuts View Post

Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.


So, how do you transfer all of those phone numbers from the old phone to the new? Isn't that the point of a sim card?

If the numbers are already in your Mac Address book, there is no issue, the iPhone will be loaded with them.
post #29 of 57
Quote:
Originally Posted by Porchland View Post

Q: Does the Q&A format remind me of the way Dwight Schrute talks?
A: Yes, it does.



Yeah, about half way through I found that I had been reading with his voice (or cadence) in mind.
(Either him or Dick Cheney...)
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post #30 of 57
Quote:
Originally Posted by atlguy3369 View Post

That would be like someone calling you and you not getting charged for the minutes since that person was the one that placed the call.

So you are saying it would be like almost every single country in the world? (outside the US) Many foreigners I know think it is absurd that US wireless companies can charge for calls that a customer did not place.
post #31 of 57
Quote:
Originally Posted by EagerDragon View Post

If the numbers are already in your Mac Address book, there is no issue, the iPhone will be loaded with them.

You are stating the obvious because that is a pretty big IF in there. Considering most phones don't have a data port, that is exactly why I am asking how!
post #32 of 57
Quote:
Originally Posted by mrjoec123 View Post

This is common with smart phones. People drop them too often, and they're too expensive to replace. It doesn't make good business sense to insure such devices at the usual carrier rates.

You may find a third party that will do it, but expect to pay quite a bit monthly.

I have coverage for my Treo 700p for $6 a month with Sprint.
post #33 of 57
Quote:
Originally Posted by atlguy3369 View Post

I think that you should re-check your bill. If you look closely, the sms messages are numbered and alongside them, it says incoming or outgoing. All of these messages add up on your bill and then are counted together. There is not a wireless carrier in the world that only charges for outgoing messages. That would be like someone calling you and you not getting charged for the minutes since that person was the one that placed the call. Use common sense and think about the fact that they will charge you every cent that they can. I have been with Cingular, now At&t, for over 7 years. Many, many times, I have gone over on my sms messages because of my incoming messages and I got charged the usual $.10/message overage.

Thanks, but I just rechecked my bill. Every single one of last month's text messages says "Out" in the "In/Out" column. So to me it definitely looks like I pay only for *outgoing* text messages.
post #34 of 57
Quote:
Originally Posted by atlguy3369 View Post

There is not a wireless carrier in the world that only charges for outgoing messages.

That's what alltell does. Their TV ads tell me so all the time.
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post #35 of 57
I have Cingular and I do get charged for incoming messages. The only ones that I don't get charged for are the ones that Cingular generate to notify me of special offers.
post #36 of 57
Some cell phone companies here in the US gives you the first minute of a incoming call for free. This helps with the incoming call problem, if after a minute, you still want to talk to the person who has called you, you should be charged.
Quote:
Originally Posted by johnsharrington View Post

So you are saying it would be like almost every single country in the world? (outside the US) Many foreigners I know think it is absurd that US wireless companies can charge for calls that a customer did not place.
post #37 of 57
Quote:
Originally Posted by farshad View Post

Q. How do I upgrade to iPhone?
A. Just go to an AT&T retail store, and mention you're replacing your existing phone. Our salespeople will help you through the process and answer any questions you have.

SO i cant buy one at a apple store ?!??!


Or are they saying this incase you have credit built up to buy a iphone ? I dont and dont want to wait @ at a ATT store to find out they are out of stock. Too much room for BS at a ATT store.

Why cant I buy it at a Apple Store


I would have to agree with you, it took my wife 3 hours to get a phone at a ATT store and it only took me 7 minutes online.
post #38 of 57
Quote:
Originally Posted by BlackSummerNight View Post

Some cell phone companies here in the US gives you the first minute of a incoming call for free. This helps with the incoming call problem, if after a minute, you still want to talk to the person who has called you, you should be charged.

I understand that is how it works in the US (sometimes without the 1 minute free). But why are you so convinced it "should" be that way? Shouldn't we as consumers try to be more critical of practices like this? After all, most countries do not seem do think it "should" be this way.

It seems as though most of the world's cell phone users believe that only 1 person should pay for the phone call. Why is that such an outrageous thought for us consumers?

I think there are some positives to the system we have in the US, and some negatives. It is our duty as consumers to question the practices of the providers to encourage competitiveness in the industry world wide.
post #39 of 57
Quote:
Originally Posted by o2unix View Post

I would have to agree with you, it took my wife 3 hours to get a phone at a ATT store and it only took me 7 minutes online.

Maybe this is part of the profit sharing agreement. Cingular just want their cut to be bigger. I am certain you can buy it at the Apple Store. That is what I plan to do.
post #40 of 57
Quote:
Originally Posted by farshad View Post

Q. How do I upgrade to iPhone?
A. Just go to an AT&T retail store, and mention you're replacing your existing phone. Our salespeople will help you through the process and answer any questions you have.

SO i cant buy one at a apple store ?!??!


Or are they saying this incase you have credit built up to buy a iphone ? I dont and dont want to wait @ at a ATT store to find out they are out of stock. Too much room for BS at a ATT store.

Why cant I buy it at a Apple Store

You can. The activation process in iTunes has a place where you can select that you are replacing your existing phone.

But some of the questions on the FAQ are really stupid and don't even answer the question.

Quote:
Can I use the SIM card from my current mobile phone?
You should use the SIM card that came preinstalled in the iPhone.

That's nice, but can I use the SIM card from my current mobile phone?

Quote:
Can I unlock iPhone and use it with another wireless carrier?
AT&T is the exclusive wireless carrier for iPhone in the United States. If you currently use another wireless carrier, you can choose to transfer your number when you activate your AT&T account.

Yeah, good to know, <sigh> but back to my question, Can I unlock iPhone and use it with another wireless carrier?

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