[img]541|left|Carter Dewberry||no_popup[/img][Editor’s Note: Carter Dewberry, whose “Striking the Right Chord” essay appears on Tuesdays, writes movingly this morning about San Francisco thugs attacking her sister and stealing her most precious possession/]
When I heard today from the woman who answered the phone at my sister’s work that she had been jumped by three men in the San Francisco Muni two nights before, I nearly lost control of my vehicle.
I thought that the reason she had not returned my text messages or calls the last few days was because she might have been late on her cell phone bill. But no – they had stolen her iPhone.
My pulse quickened with each gory detail the woman described, relieved to have one of my sister’s relatives conveniently appear to share the unabridged story.
Thankfully for us all, my sister got to work before I completely panicked. She and I had a 15-minute conversation during which I determined that she was okay, and the best thing I could do for her was listen.
The Rub
Yes, my sister was mugged. Yes, they stole her iPhone. Yet, the saddest thing of the whole episode she described was that not ONE person on the Muni said a word or offered any assistance to my sister during or after the incident.
And this is the holiday season.
How sad.
My Conversation with My Friendly At&T Rep
So I just got off the phone with Michael, my (truly) friendly At&T representative. I had called him on my sister’s behalf to find out her options in this situation. (Unfortunately, my tears obscured his last name when he arrived on the line after my support call or I would send his supervisor a praise-filled email for his patience in working through my emotional outburst.)
Regardless of the warm delivery, he explained that AT&T has a firm “black and white” policy regarding iPhone pricing… due to the amount of fraud. Even when I asked if it would be possible to get the “new customer” discount after showing a police report and other corroborating evidence, he politely reinforced there would be no exceptions to their policy.
(To his fairness, he did say that all customers are entitled to an “early upgrade” after 30 days. This brings the full retain price of an iPhone 3GS with 16 gig of memory to $399 – instead of the full retail value of $599. While this looks good, the “new customer” price is $199. Hmm.)
Now, I understand policy. I have worked 10 years in the corporate IT world.
I also understand that life is not black and white. As such, I would like to offer to all some gray perspective:
• My sister is alone in San Francisco after the end of a long-term relationship. Her cell phone is her lifeline.
• My sister saved for months for her new iPhone. (She does not have a personal computer and chose this phone over a cheap PC).
• On Sept. 13, my sister called me when she received her iPhone, so excited to check out all the features she didn’t want to stay on the line… I haven’t heard her this excited for years. (Yes, I really do remember the date. I love hearing her happy.)
• In early December, when I last spoke with her, she mentioned she was tight on cash and wanted to come visit our mom for the holidays but had to make sure she could first pay her expenses… which includes her AT&T bill.
• She WAS mugged.
• Her co-workers have taken up a fund to buy her a replacement phone and have collected over $100.
My Request
I can’t tell if I am imploring AT&T to be lenient in their pricing policy when substantive proof of theft is involved or if I am pleading for all of us in general to observe some “common” decency when handling sensitive matters involving strangers.
I can only imagine how my sister must feel right now after being attacked and not receiving a word or gesture of support from her immediate public transport community. (Yes, as much as we would sometimes like to think we live on our own private island… WE DON'T.)
Now I am being told that her cell phone provider also prefers to remain mute on the subject.
Doing My Part
I want to go find those men. I want to scream, be angry with strange people (and circumstances), and relinquish trust in others.
Instead, I consciously choose kindness. I was extra-super-nice to my waiter at lunch, and I have given away two CDs today to people I thought might experience a moment of happiness through listening.
I choose to contribute rather than detract from the human experience. What would happen if we all practiced random acts of kindness — and lived in a gray world?
Ms. Dewberry, an accomplished cellist, completed her DMA in Chamber Music Performance from UCLA in December 2005. She received her MM in Cello Performance from UCLA in June 2002 and her B.M. in Cello Performance from Western Michigan University in April 1998. She also holds a B.A. in French with a minor in Women's Studies and Philosophy.
Ms. Dewberry is celebrating the release of her latest album, “Origins.”
Her website is www.carterdewberry.com
She may be contacted at carter@carterdewberry.com
