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Like a well-trained puppy, I followed AT&T's instructions from its YouTube videos and Web site to be "iReady" for Friday's arrival of iPhone 3G.

Even though I thought the whole business of putting an "i" in front of "Ready" was way stupid silly, I understood the whole "Reduce your wait time on launch day. Visit the store where you will purchase iPhone 3G, prior to July 11, for a pre-qualifying credit check." As you know, I worship efficiency. Hence, part of the reason why I just have to get my hands on the JesusPhone on Friday (I took the day off. Told ya, I'm serious.). It's a shiny that I think will make me more efficient.

So yesterday I headed off to AT&T's York Galleria store.

I was greeted with rudeness and disdain.

Call me a naïve girl from the South -- where people are nice to you because they want to be, not because they have to be -- but when I walk into a business where I am seeking a service, I expect friendliness and helpfulness.

Perhaps the "savvy customer service specialist," as she was labeled, was crabby and hormonal from being pregnant. But, ya know, there are days when I'm crabby and hormonal, and I still try to be nice to people.

Not only did she treat me like I was annoying her, but she also acted like she never once heard of this "iReady."

"I mean I guess you could get it now, but you'll just have to do it all over again on Friday. I mean, I don't have an option for iPhone 3G because we don't have it yet," she said. Then she just glared at me.

OK. So that means that either:
1. AT&T did not inform its store associates of "iReady," which is bad; or
2. There really is no need to be "iReady" in some places, which is also bad that AT&T did not make that clear.

So back to my apartment I went. When I arrived, I called the West Manchester Mall store.

And guess what?

The guy that answered the phone there was nice. He answered my questions and welcomed me to come in before Friday -- even though I called about 3 minutes before closing time.

I think I'll go there on Friday.

If only "savvy customer service specialist" had been nice. It would have made the difference.

So, cube readers, forgive the digression from the typical topic, but customer service is a something I hold near and dear to my heart. It's an essential part of good business.

Andréa Maria Cecil is Web editor at the Central Penn Business Journal. She is a 30-year-old native New Orleanian who loves her some gadgets.

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3 reader comments...

Tony in Emigsville, Pa at  [7/30/2008 9:54:45 AM]
Cellphone store sales people in my experience have not been well informed when it comes to the technology they are selling. Sometimes because the marketing message the company is sending isn't in sync with the technology.

Every once in a while you may find a good sales person. However, my experience has been they come and go like wind and rarely have a passion for their products.

Matt Dunphy in Philadelphia, PA at  [7/30/2008 9:40:35 AM]
Dear Chris,
When you say "what you heard from your brothers cousin's uncle who lives in a shed down south," are you referring to the very first sentence in this article, or are you making some grandiose statement about everyone who lives below the Mason-Dixon line? I'm not so sure you should be preaching about education.

Good customer service goes a long way. If one receives bad customer service, making some noise about it will improve the overall situation. Yes, everyone has a bad day here and there, maybe it's an isolated incident, but who knows.

Anyhow, stick to your point and don't get your panties in a twist, because instead of making a decent point, you flew off the handle and came off looking like an illiterate jerk. Is that really going to help anything?

With love,
Matt Dunphy

Chris in York, pa at  [7/29/2008 4:28:17 PM]
I would just like to add that I had the pleasure of working with the same employee you so cleverly indicated in your recent article. I find it very rude and unprofessional for someone in your occupation, to undermine someone who is pregnant. I was so impressed with this particular employees patience with my situation, and her knowledge that I felt it was needed to respond to your attacks. To the folks who read these articles and put any type of regard to what you're being "informed" of, please note the follwing. Some customers who claim to be technologically sound, are the exact opposite. So when someone comes in to a store with a predetermined notion of what said product is, and an EDUCATED employee tells you the exact opposite, you may want to check your specifics, and not what you heard from your brothers cousin's uncle who lives in a shed down south. In addition, if you have to research a product for several weeks, and then go into a store to ask questions, you may want to reconsider your purchase, and maybe try something a little more elementary. Finally, I say thank you to all the ATT Wireless employees for your help and dedication, and please continue the GREAT business I've come to expect from your "savvy" team of professionals.