Apple CEO Tim Cook Intervenes in Unlocking iPhone 3GS for AT&T Customer in Canada
March 21, 2012 11:01 AM
comment(s) - last by
Apple CEO Tim Cook
The customer couldn't get AT&T or Apple stores to unlock his iPhone, so he went straight to Tim Cook for help
An Apple user recently ran into some trouble when trying to unlock his iPhone through AT&T, but the customer got some help from the top dog himself -- Apple CEO
An AT&T customer was reassigned to Canada for his job, and decided to buy his wife an iPhone 4 while he took her iPhone 3GS. He was hoping to use the iPhone 3GS on a Canadian carrier's pay-as-you-go plan because he already had a BlackBerry that he used for work, but as an avid Apple fan, wanted his iPhone at his side as well.
When visiting AT&T to unlock his iPhone 3GS, AT&T said Apple was the only one who could do so. When visiting Apple for the same reason, Apple said only AT&T
could unlock the device
. He went back and forth hearing the same answers until AT&T finally told him to just jailbreak the iPhone.
The customer, however, didn't want to do that. He enjoyed the Apple user experience, and desperate from trying to achieve this goal with AT&T and Apple stores, the customer went straight to the head of Apple -- he emailed Cook.
A portion of the email is as follows:
Basically AT&T told me that they couldn’t unlock it, only Apple could. I called Apple (but was routed through Apple Canada) and they told me “ask to talk to a supervisor at AT&T because the customer service rep won’t know the process, but AT&T definitely can unlock it”. So I called them back and the supervisor was adamant that they couldn’t help me. “Just jailbreak your phone” was their advice.
I didn’t want to jailbreak my phone, I like Apple’s curated experience and I don’t want to stray from that. However after several more calls to both AT&T and Apple, I made no progress. So I’m turning to you for a final plea.
Cook took the message quite seriously, and contacted AT&T about the matter. He instructed the company to unlock this customer's phone. AT&T confirmed the IMEI's for the iPhone 3GS, then contacted the customer to tell him that it would make an exception for him per Cook's orders. The customer was told to tether his iPhone 3GS to iTunes to finish unlocking his device.
It didn't end there, though. After successfully unlocking his iPhone, the customer received a phone call from Cook's assistant making sure that AT&T followed through with the unlock.
"Mid day my wife sent me an email at work saying, 'Um, Tim Cook's special assistant just called and she wants to know if AT&T has unlocked
yet??? Why does Tim Cook care about your phone?'" said the customer.
9 to 5 Mac
This article is over a month old, voting and posting comments is disabled
RE: I am not an Apple fan
3/22/2012 7:58:33 AM
Some people wonder why Apple scores so high on customer service polls. Here is an example why.
I installed the 10.7 Lion MacOSX update on day one of it's release. Everything went perfectly except for one problem. When I accessed the new Mission Control preference pane in System Preferences and then accessed it's second panel (to set hot corners for invoking Mission Control) System Preferences crashed. The rest of my system was unaffected but I could replicate this crash every time by accessing that second pane.
I didn't have much time to troubleshoot this problem just then and it wasn't a big deal but I went on to the Apple Discussion Forum for Lion, discovered no one else seemed to be having the same problem and noted my problem in a thread that only had one other comment which was from someone with a System Preferences problem which was different to mine.
A couple of hours later I got an email from someone in Apple Engineering in California (I am in the UK) asking if they could call me and discuss my problem and support my attempt to resolve the issue. We arranged a time to speak. In the meantime once I got the time to do some troubleshooting I quickly narrowed the problem down to one other Apple preference pane which when turned on caused the instability. The problem preference pane was not one I used at all so turning it off solved my crashes and solved my problem but I went ahead with the telephone conversation with Apple Engineering. The call was pleasant and unhurried as we discussed at length and in depth the problem, my system set up, and possible causes and solutions. I agreed to collect some data to send to Apple so they could track down the bug. The Apple guy emailed a special and small crash data collection app and I sent him back the data, we exchanged a few emails and then after the first Lion patch the problem was gone.
Now I don't know about you but the fact that someone from Apple could spot a reported problem on a thread containing just two comments, contact me six thousand miles away and then work with me, to both try to understand and solve the problem, I find pretty impressive.
"Intel is investing heavily (think gazillions of dollars and bazillions of engineering man hours) in resources to create an Intel host controllers spec in order to speed time to market of the USB 3.0 technology." -- Intel blogger Nick Knupffer
Apple CEO Tim Cook Fires Back About Asian Suppliers' Worker Abuse Claims
January 27, 2012, 1:15 PM
Apple's iPhone Outsells All Android Phones Combined at Verizon
January 24, 2012, 4:18 PM
Apple Now Selling Unlocked iPhone 4
June 14, 2011, 7:40 AM
Buoyed by Strong iPhone Sales, Apple Reports Revenue of $42.1B, $8.5B in Profit for Fiscal Q4
October 20, 2014, 5:21 PM
Windows 8.1 + Android "Sell Mini PC" w/ Bay Trail Creates New PC Form Factor
October 20, 2014, 5:07 PM
OnePlus to Open Pre-orders on October 27
October 20, 2014, 1:34 PM
Apple Releases iOS 8.1; Adds Apple Pay Support, SMS Relay, Instant Hotspot
October 20, 2014, 1:00 PM
Quick Note: Android Gmail App to Gain Yahoo, Outlook Account Support
October 20, 2014, 9:15 AM
Forbes: Microsoft's Smartwatch to Launch Next Month
October 20, 2014, 8:36 AM
Most Popular Articles
Google Announces Android 5.0 “Lollipop”, Nexus 9 Tablet, and Nexus 6 “Phablet”
October 15, 2014, 12:41 PM
Cool Science Video of the Day: Carnivorous Leech Eats Giant Jungle Worm
October 16, 2014, 6:44 PM
Oops! Apple Outs iPad mini 3, iPad Air 2 via iTunes Store
October 15, 2014, 1:32 PM
HBO, CBS Lead Charge to Ditch Cable
October 16, 2014, 4:40 PM
Google Offers $99 Nexus Player w/$40 Controller for Android Set-Top Streaming, Gaming
October 15, 2014, 3:01 PM
Latest Blog Posts
The Surface Mini That Was Never Released Gets "Hands On" Treatment
Sep 26, 2014, 8:22 AM
ISIS Imposes Ban on Teaching Evolution in Iraq
Sep 17, 2014, 5:22 PM
Space Terrorism is a Looming Threat For the United States
Apr 23, 2014, 7:47 PM
Facebook Aims to Provide Internet to "Every Person in the World" with Drones, Satellites
Apr 1, 2014, 10:20 AM
Retail Mobile Sites Experience Outages in Light of Simplexity's Bankruptcy
Mar 14, 2014, 8:48 AM
More Blog Posts
Copyright 2014 DailyTech LLC. -
Terms, Conditions & Privacy Information