No?! ..... Surely you jest!

First, an AT&T store rep said no. Then her manager said no. Then the AT&T 611 customer service rep said no and her manager said no. Apple said no, too.

Surely you jest.

My mom taught me many things and tops on that list: persistence. You get what you want simply because you hold on when everyone else gives up.

My initial request: $32.49. Reasonable, fair, and rejected.
I was finally given: $264.49

The Background: I wanted not to pay a $32.49 restocking fee for returning my iPhone 4. Figured it didn't make sense to pay 100% for a product that turns out to be defective, and then only get 90% back when I returned it. But everyone said no.

The Result: Today, Apple mailed me a wireless bluetooth headset valued at $80 for the pain in the butt factor experience, and then AT&T paid me $152 for the pain in the butt factor for trying to get my $32.49 restocking fee back, and gave me the $32.49 back.

I tried being patient and reasonable but that didn't work. Instead of caving and trying to forget about it, I stayed with it and got more than I wanted.

If you're struggling with AT&T, I recommend trying to talk directly to a manager at the store, and at a call center. I've used both before and it's resolved the issue. If you exhausted reasonable measures, send an email to: rs2982@att.com, the email for the President of AT&T. Within 24 hours you'll receive a call from his executive response team to solve the problem. Explain what you want reasonably and calmly; it works better than crazy and flaming mad. I also recommend asking what else they will give you for all the inconvenience you went through (that was how I went from just $32.50 to $184.50).

Below is the email I sent. It doesn't need to be this thorough. I took the time (while sitting on hold) to highlight the details and silliness of their response.

----- Forwarded Message ----

From: Jared Fielding To: rs2982@att.com; steve@apple.comCc: bg@boygeniusreport.comSent: Fri, July 16, 2010 6:31:25 PM

Subject: Experience with iPhone return

I am having the iphone 4 reception issue. I attempted to return the iphone 4 to the att store today. Here's how it went from the customer side.

The manager at the Kennewick, WA store "Aaron Laredo" (al257u@att.com) stated that he would not refund the $30 restocking fee. I indicated that the product was defective. Why would I be charged a restocking fee for a defective product? Not only did Steve Jobs say "no restocking fee," I spent $2100+ in 2009 on my AT&T wireless bill for my cellphone. Aaron Laredo was unwilling to budge: $30 was out of the question.

I stayed in the store and called 611. I spoke with customer service and eventually a manager there (Cindy, #CR9603), who also indicated they would not return the $30 restocking fee. Again, I highlight the silliness of being charged to return a defective product.

Getting to this point took over an hour.

Still in the store, I am transferred to Apple, who I am told is my last hope of waiving the restocking fee. "Steven" at Apple states that since it is their defective product, they will handle the refund. I'm told I need to switch the service back to my old iPhone and go home, use my computer to start the return online, and a box will be sent to me to return the iPhone 4. I ask the Apple rep 3 times to please just start the return with him to end this miserable experience. He indicates company policy prevents him from doing so.

I switch the service, return home, and start with the online return. After 20 minutes of trying to figure out how to return it online (mind you, I used to program computers and own a computer business), I call Apple. I'm told that the only way to return the iPhone 4 is to go to ATT. I ask for a manager who says the same thing. I request the manager's ID number for a reference. The phone call hangs up. That call took 35 minutes. At no point did I flame, swear, or do anything detogatory to any rep. You can replay the taped phone calls.

I am persistent. I call back. The new Apple rep indicates that there are no notes on the account from the last call from the rep or manager (amazing.) I ask to speak directly to a manager (as this is the 3rd time I've called Apple in an hour). He confirms everything I described above. Manager (Robby Kinch) appologizes, is very empathetic, and given that I was told bad advice and hung up on, he offers to give me new headphones. I appreciate the gesture (and accept). This call time: 45 minutes.

I return the defective iPhone 4. After doing everything I can think of, I am charged a restocking fee by AT&T for a product that doesn't work. I'm still mystified.

Jared Fielding

2010 Books

Currently Reading:
Work the System: The Simple Mechanics of Making More and Doing Less. Sam Carpenter.
Telling Lies. Dr Paul Ekman. After the first few painfully academic chapters, it gets progressively more interesting.
Property Management for Dummies. Robert S Griswold.

2010 Read:
Inflation and Depression. John T Reed.  Recommend.  Particularly valuable for those of us who are youngin's and who've never lived through really bad times, this offers a look at recent (last 20-50 years) examples of how rough it can get, and how fast that can happen.
The Proper Care and Feeding of Husbands.  Dr Laura.  Highly Recommend.  Best relationship book I've read in years and it highly correlates with the happy marriages I've observed.
The Ten Stupid Things Couples Do to Mess Up Their Relationships.  Dr Laura.  Do not recommend.  It was a repetitive book that I couldn't finish.
The Four Hour Body.  Tim Ferriss.  Recommend. Very interesting book about self-experimenting to improve your strength, lower your weight, increase sex, etc.
The Big Short. Michael Lewis. Recommend. Insider look at the 2008 economic melt-down written by one of the best author's of our day.
Sh*t my Dad Says. (Justin Halpern). Highly recommend. The funniest, most vulgar book I've read in a long time.
How to retire happy, wild, and free. Ernie Zelinski. Recommend. An interesting book that approaches retirement in a reasonable way: think out retirement in the same successful way that thinking ahead got you to the point of retirement.
The Art of the Deal. Donald Trump. Do not recommend. A lot of self-grandulized story-telling. My favorite part of this book is the end where he's talking about how he's king of the world/bad ass. Shortly after the end of the book, he lost almost everything.
Vagabonding. Rolf Potts. Highly recommend. The classic on long-term (months-2yrs) lightweight world travel. As much a life philosophy as a travel manual.
The Four Hour Work Week Revised. Timothy Ferris. Highly recommend.
Chasing the Bear. Robert Parker.
Nothing to lose. Lee Child.
How to be Invisible. J. J. Luna. You've got to be on the paranoid side to like this book - a well written nuts and bolts of how to drop off the grid.
The Science of Fear. Daniel Gardner. Highly recommend. One of my favorite 2010 book, this discusses how from Bush to non-profits fear is used. A fascinating inside look into how ideas are "sold" and the consequences of making decisions based out of fear.

_______________________________________________________

Most Recommended Books on Money:
The Top Ten Distinctions between Millionaires and the Middle Class. Keith Camerson Smith. This book does a better job of condensing the distinctions of the lives of millionaires than any book I've read. A 40 minute read.
The Millionaire Next Door. Thomas Stanley. The financial classic that discusses how 95% of real millionaires actually live. Hint: The rich don't get rich by spending most of their money acting rich.
The Four Hour Work Week Revised. Timothy Ferris. The classic on lifestyle design, it's a fun that is a must for those looking to design their own lives instead of live as a salary slave.
Your Money or Your Life. Joe Domingez. One of the cornerstone books on personal finance, this approaches money from a unique, more honest angle than any other I've read.
The E-Myth Revisited. Michael Gerber. The goal isn't to be an employee of your own business, the goal is to own the business and have it make money without your presence. An awesome roadmap.
Stop Acting Rich and Start Living Like a Real Millionaire. Thomas Stanley. In a sequel to TMND, this is readable albiet repetitive, drilling home the mantra that people who appear rich usually aren't.

Most Recommended Books on Relationships:
The Color Code. Taylor Hartman. This book has helped me understand people, their motivations, how to communicate, and how to predict people's actions better than any other I've read.
The 5 Love Languages. Gary Chapman. A classic that teaches you some of the best ways to build up an emotional bank account with someone: give to them in the way they want to be loved.
Conscious Loving. Gay and Kathryn Hendricks.

Favorite & General Recommended Books:
Ender's Game. Olson Scott Card.

Moneyball. Michael Lewis.

Atlas Shrugged & The Fountain Head. Ayn Rynd.

Any Calvin and Hobbes or Patrick McManus book.

Credit Card Shopping: The Best

I decided to attack shopping for a credit card. The summary of results below.

The cards that offer "rewards" turn out to return 1 to 1.3% when you break down the true value of a "point" or "mile". And you have to jump through all their hoops to redeem their currency. In the end, cash rewards cards are preferred over frequent flyer cards. I'm shifting everything that direction. None of the cards below have annual fees. Business and personal cards are listed.

I'll be running everything from my utility bills to my gas to groceries to anything I can through a credit card before paying it off everything month. Doing so will save approximately $1,000+ cash back a year.

Amex:
Amex Costco Business: Earn 4% back on gas up to $6,000, 3% on eating out, 2% on traveling, and 1% on everything else. They send a check out once a year with what you accumulated. App.
Amex SimplyCash Business: Earn 5% cash back on wireless service and office supplies , 3% on gasoline up $12,000 per year, and 1% on every other purchase. Plus, it is automatically credited to your statement each month. App.
Amex Costco Personal: Earn 3% back on gas, 3% on eating out, 2% on traveling and 1% on everything else. They send a check out once a year with what you accumulated. App.

Additional Benefits:
Extended Warrenty: Extends the term of the original manufacturer's warranty up to one additional year. Damage/Theft Protection: Protects purchases against accidental damage and theft for up to 90 days from purchase. Other Benefits here half way at bottom.

I consider Amex the single best card for customers (and usually the worst card in fees for business owners).

VISA

Penfed Rewards Card: 5% Gas, 2% Super Market, 1% other, no annual fee (3% thru the summer on Electronics & Home Improvement). Requires "membership": that unless you have military ties means you can apply via an "exception":$20 one time "donation" to a non-profit they specify plus $5 one time setup fee (paid with credit card over the phone). They require 2 years income tax returns for verification. :( Took 35 minutes to apply on phone!
Fort Knox Visa Platinum Cashback: 5% Gas, 1.25% all other retail purchases. Asked about the defintion of "retail purchases." Appears to cover "everything except gas." They required the first page of my tax return from my business and personal returns. :( 1.25% is the best catch-all cash back I've seen.
- - -

Failing qualifying for any of these cards, which require good credit and good income, any card that offers 1% cash back with no annual fee is a decent card. I have a Bank of America card that fits this description which was much easier to obtain than the above.
* * *

I'll post new findings here for credit card research.