The phone repair story thus far.
Sunday:
Samsung: Sure you can log in and see what coverage you have. We'll send you a confirmation code to your broken phone, so you can verify it's you.
Us: *bangs head* Well, that's not gonna work.
Us: *Makes appointment with Samsung's recommended repair place, UBreakIFix (the legit name of the place) in [town 27 miles away] and hopes they can fix phone enough that we can get into Samsung account*
Will: Wait - maybe we can get AT&T to fix this, since we have insurance on the line.
Me: *Cancels appointment with UBreakIFix.*
AT&T: Yes, you have insurance on the line. You can go to [same UBIF], and you don't need an appointment.
Karen: Ok, but we can't leave until the visiting nurse comes between 10-10:30a on Monday.
Monday:
Visiting Nurse: *Does not come.*
Karen: *Calls nurse's cell phone.* *no response*
Karen: *Calls visiting nurse's association* *waits for callback*
VNA, 11:30a: Oh, we moved your appointment to Tuesday. So sorry we didn't think to tell you!
Karen: *Calls UBreakIFix to make sure they don't close for lunch.*
UBIF: We don't have any appointments free today. Samsung and AT&T don't communicate with us - you have to call us directly and make an appointment.
Karen: *Calls next-closest UBIF*
UBIF2: What color is the phone? I don't know if we have it in stock. (WHY DOES THE BACK COLOR INFLUENCE WHAT SCREEN YOU GET??) *looks* Nope, don't have Cloud Blue. Sorry!
[Side note: AT&T has my phone listed as Gray, NOT Cloud Blue - we think this is because AT&T does not offer Cloud Blue, themselves; we had purchased my phone directly from Samsung.]
Karen: *Calls the next-next-closest UBIF, now 51 mins away from our house*
UBIF3: Yes! We have it in stock! We're pretty busy but at our store, drop-ins are ok, so come down once we have the claim from AT&T.
Karen: *Calls AT&T/insurance again to make sure they have on record which one we're going to, so they can approve service there and send in the claim.*
AT&T Clerk: My system is down, I'm really sorry - let me transfer you.
Karen: Repeats the situation and our need for the 11 billionth time.
UBIF3: *calls back* Ok, we have the insurance claim from AT&T for a Gray screen.
Karen: *Calls AT&T to remind them I have a CLOUD BLUE phone.*
AT&T: Oh, that's not our department. *transfers call*
AT&T Dept 2: Oh, that's not our department. *transfers call*
AT&T Dept 3: Oh, that's not our department. *transfers call*
AT&T Dept 4: Oh, that's not our department. *transfers call*
AT&T Dept 5: Oh, that's not our department. *transfers call*
AT&T Dept 6: I guess we can do that but our system is acting up so it'll take several hours to process the proper phone color.
And, at 1pm, that's where we currently are. Karen has gotten hardly any work done for her job, because she's been stuck trying to juggle all this crap for us, and since she's the official account holder, it has to be her. Will had already taken the day off, but he had stuff he WANTED to get done that isn't happening, and now with this being 50mins away, even if we do manage to get it straightened out before the store closes, there several hours, assuming they even have time for us at all, and I'm just so frustrated and despondent at how this one mistake has ruined everything for everyone, I can't even tell you. Maybe I should just go get a dumbphone.
Samsung: Sure you can log in and see what coverage you have. We'll send you a confirmation code to your broken phone, so you can verify it's you.
Us: *bangs head* Well, that's not gonna work.
Us: *Makes appointment with Samsung's recommended repair place, UBreakIFix (the legit name of the place) in [town 27 miles away] and hopes they can fix phone enough that we can get into Samsung account*
Will: Wait - maybe we can get AT&T to fix this, since we have insurance on the line.
Me: *Cancels appointment with UBreakIFix.*
AT&T: Yes, you have insurance on the line. You can go to [same UBIF], and you don't need an appointment.
Karen: Ok, but we can't leave until the visiting nurse comes between 10-10:30a on Monday.
Monday:
Visiting Nurse: *Does not come.*
Karen: *Calls nurse's cell phone.* *no response*
Karen: *Calls visiting nurse's association* *waits for callback*
VNA, 11:30a: Oh, we moved your appointment to Tuesday. So sorry we didn't think to tell you!
Karen: *Calls UBreakIFix to make sure they don't close for lunch.*
UBIF: We don't have any appointments free today. Samsung and AT&T don't communicate with us - you have to call us directly and make an appointment.
Karen: *Calls next-closest UBIF*
UBIF2: What color is the phone? I don't know if we have it in stock. (WHY DOES THE BACK COLOR INFLUENCE WHAT SCREEN YOU GET??) *looks* Nope, don't have Cloud Blue. Sorry!
[Side note: AT&T has my phone listed as Gray, NOT Cloud Blue - we think this is because AT&T does not offer Cloud Blue, themselves; we had purchased my phone directly from Samsung.]
Karen: *Calls the next-next-closest UBIF, now 51 mins away from our house*
UBIF3: Yes! We have it in stock! We're pretty busy but at our store, drop-ins are ok, so come down once we have the claim from AT&T.
Karen: *Calls AT&T/insurance again to make sure they have on record which one we're going to, so they can approve service there and send in the claim.*
AT&T Clerk: My system is down, I'm really sorry - let me transfer you.
Karen: Repeats the situation and our need for the 11 billionth time.
UBIF3: *calls back* Ok, we have the insurance claim from AT&T for a Gray screen.
Karen: *Calls AT&T to remind them I have a CLOUD BLUE phone.*
AT&T: Oh, that's not our department. *transfers call*
AT&T Dept 2: Oh, that's not our department. *transfers call*
AT&T Dept 3: Oh, that's not our department. *transfers call*
AT&T Dept 4: Oh, that's not our department. *transfers call*
AT&T Dept 5: Oh, that's not our department. *transfers call*
AT&T Dept 6: I guess we can do that but our system is acting up so it'll take several hours to process the proper phone color.
And, at 1pm, that's where we currently are. Karen has gotten hardly any work done for her job, because she's been stuck trying to juggle all this crap for us, and since she's the official account holder, it has to be her. Will had already taken the day off, but he had stuff he WANTED to get done that isn't happening, and now with this being 50mins away, even if we do manage to get it straightened out before the store closes, there several hours, assuming they even have time for us at all, and I'm just so frustrated and despondent at how this one mistake has ruined everything for everyone, I can't even tell you. Maybe I should just go get a dumbphone.