Regarding AT&T Retail Dates 11/13 11/15

Dear Sir or Maim My name is Richard Mark, a Microsoft employee in the Puget Sound region. Im using this letter to concisely convey the travesty of customer service that Ive been exposed to in the last several days. I will list the remainder in timeline form: 11/13 9:20am 4th Ave Seattle Store I entered the store looking to purchase a Nokia Lumia 920 in Black, and mentioned that I understood that I was outside the time range for a renewal within the time period that Microsoft employee incentives were taking place. The agent informed me that a VPEG? form could be submitted to change the date. I was happy to purchase the device at full retail, as I have done so with a Lumia 900, HTC Titan, iPhone 5, and HTC Desire in the last 12 months alone. Moreover, the 350 discount was more than a 200 termination and activation fee, therefore Id save money by canceling and creating an account same day. They assured me that it would take about one day to complete and that it would allow me to take full advantage of the Microsoft purchase programs. I agreed and inquired that the item would still be available for pickup after the result of the request. The agent told me that it would and I left the store. 11/14 4:30pm Home call to 4th Ave store I called the 4th Ave store to inquire the status of my request as nearly two business days had passed sense the request was submitted. They informed me that it had and that sense the manager from yesterday wasnt in that day I hadnt been called back and that I could come complete the transaction. 11/14 5:00pm 4th Ave Seattle Store I arrived at the store, and after waiting for some time was finally helped by an agent. Informed them that I was there to complete the sale of a Lumia 920. After checking, he informed me that all of them had been shipped to Redmond that day. I informed him that I had been assured that one would be available for me and that I had called immediately prior and informed the person on the phone I was planning to purchase a windows phone. I then asked why I
Microsoft Corporation is an equal opportunity employer.

shouldnt add a line to my existing Verizon account and terminate my business with AT&T. The agent in the store seemed all too happy to offer to terminate my service, I acquired my details for porting my number and left. 11/14 5:45pm Capitol Hill Market Store Hoping that the incident prior was a fluke, I stopped by another store that was on my way home. I relayed the story to a manager in that store, whom informed me that they too were out of stock. She then proceeded to inform me that Microsoft shared blame in the problems in availability and the launch of the devices. I informed her that as her customer that was an unfair statement, she researched and found that 400 devices were listed in Redmond, and that a launch tent event was occurring in the morning. After speaking at length, she had calmed me down and I left planning to go to work early to accommodate my schedule during the day. 11/15 9:10am Redmond Campus Store I arrived to work early to pick up a device as instructed by the supervisor the night before. When I arrived, I found there to be a line and assumed other employees were doing the same as myself. The store then announced they did not have any devices. I was very upset at this point. I proceeded to call 611, and ask for a supervisor there. After explaining the situation, she was the first to actually seem to understand and empathize. She attempted to do research at the stores, and was unable to contact any of the Redmond / Seattle stores by phone. She promised to call me back later in the day with more information. 11/15 11:00am Telephone call from Capitol Hill Market Store I received a call from the supervisor of the Capitol Hill store whom I had previously spoken with. She informed me that she had received a Black Lumia 920 as I had requested and offered to put it aside for me. I thanked her profusely and told her I would be in later that day. 11/15 4:45pm Capitol Hill Market Store I arrived at the store, and was greeted by the supervisor from yesterday. She informed another agent that I had an item waiting in the back and he went to retrieve it. He procured the device and I sighed some level of relief, it was indeed a Lumia 920 in a box. Upon opening the box, it was evident that the color of the device was wrong. He asked me to wait while he grabbed the correct one. He
Microsoft Corporation is an equal opportunity employer.

then brought a new box which I had to point out to him was a different model (the Lumia 820). At this point the supervisor noticed things going wrong and joined us at the register. She then informed me that as a test device shouldnt matter as far as color. I told her that I was upset that she had been incorrect when she informed me earlier that day of the device that was available, and that I should have been given the true choice as to if I was willing to come down for the alternate color. I then attempted to compromise with the suggestion that they sell me that device and exchange it for a black one when it became available. She said she was unable to do so, and offered the incorrect one to me once more. Again instead of apologizing for having been wrong twice that day, she told me sense I was using the device primarily for testing (but also as my personal phone) that color was irrelevant. I left feeling quite exhausted and disrespected. I find the entirety of this series of events to be truly disturbing and disappointing. I have been trying to acquire a Windows 8 test device to perform final testing before submitting an application to the marketplace. This is a time sensitive endeavor and Ive gone far and above what is reasonable to expect from a customer to attempt to do business with you. Notes from my account should match up with this letter and I hope that this information informs better business, customer service and retention policies at AT&T. Ive come to the conclusion that the reasons to select AT&T are no longer outweighed by this kind of customer service. It is with much displeasure that I must now select a second carrier after being a Cingular customer with my parents as far back as 2004 through today, but I do not feel like AT&T respects me nor can I respect myself in continuing to do business with you.

Best,

Richard Mark 1 (617) 834 7876 556 Harvard Ave E Seattle, WA 98102

Microsoft Corporation is an equal opportunity employer.