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The Power of YouTube vs. Goliath

Yesterday, my iPhone stopped working. No warning, it just stopped receiving calls. I could still make calls, but not receive any.

After 2+ hours on the phone with both AT&T and Apple customer support, I got fed up, and I posted a YouTube video of my phone not working (see screenshot at left).

I also used www.Jigsaw.com (of which I am a member) to find a few VP-level AT&T employees, and I sent them this email:

Patty, Erika,

I'm sure you're both very busy. I hope you have a minute to handle a customer issue.

Yesterday, my iPhone stopped working. No warning, it just stopped receiving calls. I could still make calls, but not receive any. After 2+ hours on the phone with both AT&T and Apple customer support, I got fed up, and I posted a YouTube video of my phone not working (see screenshot at left). I also used www.Jigsaw.com (of which I am a member) to find a few VP-level AT&T employees, and I sent them this email: Patty, Erika, I'm sure you're both very busy. I hope you have a minute to handle a customer issue. I was hoping there was someone within AT&T wireless' executive support I could speak to about a big problem with my AT&T iPhone. I posted a YouTube video explaining the problem (my phone often doesn't ring when people call me): And the most amazing thing happened. By this morning I had received a phone VM from the Virginia area regional customer service manager and the email below: "Daniel Ruben Odio-Paez, We have received notification of an issue with a wireless account. Unfortunately, we did not receive the wireless number or account number with the issue. We will need this information in order for us to better assist you. Thank You, Kim Kirtley Office of the President NE Region" It just goes to show you how aware even big companies are of the power of YouTube. The video had only gotten 23 views but it still garnered a very immediate response. Kim and the Virginia VP rep were both very helpful in getting my issue resolved, so I took the video down (I'm not trying to be mean, after all). I still can't fully recommend the iPhone because it's been so buggy, but at least now I have VP-level contacts I can call when I have my next problem.

Saturday Adventures

On Reviving Roses

Originally Posted: Saturday, December 6, 2008

It's a little bit of a long post, but what can I say, a lot happened today!

This may or may not pertain to one of the events that happened today, I believe that it does, but I will leave it up to you to make your own call. Years ago my parents* bought me a cross on a chain to wear around my neck. I wanted this item very much for Christmas or my birthday, something like that. I haven't worn it since then, until about 3 days ago. I'm unsure why all of a sudden I felt the need to wear it again, but I have been and I will continue to do so. As I wrote yesterday, it was snowy and slow moving last night. Luckily, this morning it cleared up, the sun was shinning, and most of the snow & ice had melted. This was good because I had to head to work this morning and I was hoping that I wouldn't be stuck in traffic for an hour again. Little did I know that it was going to take me over an hour to get to work anyway.

I was about 3 miles away from work on the freeway. When on the right hand shoulder a state trooper had a car pulled over. It's beyond me why people continually do this, but EVERYONE slammed on their brakes. Therefore, I had to slam on mine, but I wasn't going to stop in time. I swerved to the right lane to miss a car. Those two actions caused my car to swerve back and forth! I tried to regain control, but it wasn't happening. The next thing I knew, I was perpendicular to the freeway in the ditch. After I calmed down and I was able to breath easy, I took a look around to see where I was and if anything had happened to me or the car. I was smack dab in the middle of a light post and a tree, about 3-4 feet from each. About 20 yards down the road sat the trooper.

The reason a mentioned the cross...I didn't hit anyone in the two lanes of traffic I was in, I didn't hit the light poll or the tree, I didn't hit the trooper, nothing wrong with my car, nothing wrong with me! To top it off, I didn't get a ticket for having an out of state driver's license, and Justin's employee was able to pull me out without us having to spend up to $200 on a tow truck! WHEW!

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