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Old Feb 4, 2013, 09:18 PM   #1
Middiebear
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AT&T is No Longer Waiving Upgrade Fees

Head's up, there has been a policy change and all AT&T customer service representatives are being instructed to no longer waive the upgrade fee/activation fee.

It's a policy change that is out of AT&T's CSR's hands and no amount of escalating or complaining will get the fee waived.

However, if you have a FAN discount and it is part of your FAN discount to have the fee waived, a special exception can be made.

Otherwise don't waste your time trying to get the fee adjusted.
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Old Feb 4, 2013, 09:24 PM   #2
iErick
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I just learned this the other day. I have never paid an activation fee or upgrade fee on any of my 5 lines. I have always called and just asked for it to be waived and they did.

When I called the other day to have an activation fee waived, they informed me of the new policy. She also informed me of the FAN discount being the only way they can waive it. Luckily my FAN discount allowed for waived activation/upgrade fees. (University of Michigan).
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Old Feb 4, 2013, 10:19 PM   #3
Diseal3
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Guess they are following Verizon with this notion.
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Old Feb 4, 2013, 10:32 PM   #4
Jordan921
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That's pretty wack!
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Old Feb 4, 2013, 10:37 PM   #5
Applejuiced
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That sucks.
Good thing I gotall 4 done before that went down.
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Old Feb 5, 2013, 12:58 AM   #6
F123D
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That's fine. Next time I upgrade, I'll ask for credit on my account in the amount of an activation fee.
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Old Feb 5, 2013, 09:08 AM   #7
pnoyblazed
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glad I got both mine waived months ago
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Old Feb 5, 2013, 07:21 PM   #8
itjw
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Quote:
Originally Posted by F123D View Post
That's fine. Next time I upgrade, I'll ask for credit on my account in the amount of an activation fee.
And unless your FAN account waives it, they will deny you.

Sorry, but if you want to upgrade they can charge you whatever they want unless they've agreed not to. I'm surprised with all of the "whine until they give in" threads throughout the internet on this topic they haven't cracked down sooner.

I feel bad for the reps. They don't set policy but probably got so used to just giving it away to everyone that complained that now their life is going to be really fun. Especially dealing with people who think they can escalate their way into not paying anything...

Last edited by itjw; Feb 5, 2013 at 07:31 PM.
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Old Feb 5, 2013, 07:29 PM   #9
maxosx
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Wrong.

The policy has not changed, they've simply begun to enforce it.

Now it's up to those who are experienced negotiators to prevail.

It is within ones realm to avoid it. I did.
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Old Feb 5, 2013, 07:32 PM   #10
itjw
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Wrong.

The policy has not changed, they've simply begun to enforce it.

Now it's up to those who are experienced negotiators to prevail.

It is within ones realm to avoid it. I did.
Yup, with a fan number...

Otherwise, prove it
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Old Feb 5, 2013, 09:44 PM   #11
Nathan21585
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The policy did just go into effect that they can no longer credit it back after the fact. They can however waive it during the upgrade.
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Old Feb 5, 2013, 10:35 PM   #12
AutoUnion39
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I have no issue with this. I've gotten so many bill credits for basically no reason at all, i'm not going to complain.
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Old Feb 6, 2013, 04:18 AM   #13
AFDoc
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Originally Posted by F123D View Post
That's fine. Next time I upgrade, I'll ask for credit on my account in the amount of an activation fee.
bingo! I'll never pay an activation fee...... Why do I need to pay them for the privilage of using their service? They should pay ME for using their service. They won't waive the fee I'll move on and take my several hundred dollar bill/month with me. I bet they would rather lose $30 for an activation fee than my $250+ a month bill.

IF they want to keep me they will make it happen, if not, see ya later. I will go to another carrier and pay what ever upgrade fee they have than stay with AT&T and paying a fee I shouldn't pay as a long time user.
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Old Feb 6, 2013, 07:06 AM   #14
mattopotamus
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Originally Posted by AFDoc View Post
bingo! I'll never pay an activation fee...... Why do I need to pay them for the privilage of using their service? They should pay ME for using their service. They won't waive the fee I'll move on and take my several hundred dollar bill/month with me. I bet they would rather lose $30 for an activation fee than my $250+ a month bill.

IF they want to keep me they will make it happen, if not, see ya later. I will go to another carrier and pay what ever upgrade fee they have than stay with AT&T and paying a fee I shouldn't pay as a long time user.
That is a little extreme...when I upgrade at my subsidized price of $449....what's another $30. It's not like they go "surprise" upgrade fee!
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Old Feb 6, 2013, 12:04 PM   #15
F123D
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When you've finished your carrier contract, you have options. A quick call to cancellation dept before upgrading and they'll more often than not see what they can do to keep you as a happy customer.

This is why AT&T can get away with $20 for unlimited texting, because customers just bend over and take it.
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Old Feb 6, 2013, 12:11 PM   #16
617aircav
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They will still waive it for legitimate reasons and not just because you dont want to pay it.
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Old Feb 6, 2013, 12:22 PM   #17
keitarou
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They will still waive it for legitimate reasons and not just because you dont want to pay it.
Not wanting to pay it is legitimate since it's a bogus fee.
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Old Feb 6, 2013, 02:38 PM   #18
caliwolv
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Originally Posted by F123D View Post
When you've finished your carrier contract, you have options. A quick call to cancellation dept before upgrading and they'll more often than not see what they can do to keep you as a happy customer.

This is why AT&T can get away with $20 for unlimited texting, because customers just bend over and take it.
Loving my $5 for 200 messages + iMessage.
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Old Feb 6, 2013, 04:35 PM   #19
lulla01
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Just calculate the amount of revenue this fee generates for the company out of this air, daily it probably adds millions of dollars in revenue.
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Old Feb 6, 2013, 04:56 PM   #20
bryanc28
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I love it. You guys think you are gonna get away with not having to pay future activation fees. Well, good luck. I had a b**ch of a time convincing them to drop an activation fee for a phone I returned. They thoroughly checked that it was indeed a returned phone. This was after an hour of being on the phone with AT&t. They are not going to waive your future activation fees period.
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Old Feb 7, 2013, 11:30 AM   #21
keitarou
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Originally Posted by bryanc28 View Post
I love it. You guys think you are gonna get away with not having to pay future activation fees. Well, good luck. I had a b**ch of a time convincing them to drop an activation fee for a phone I returned. They thoroughly checked that it was indeed a returned phone. This was after an hour of being on the phone with AT&t. They are not going to waive your future activation fees period.
More reason's to jump carriers. That way they will finally see customer turnover is high and get rid of these dumb fees.
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Old Feb 7, 2013, 11:38 AM   #22
tgif1386
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Change to T-Mobile prepaid.
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Old Feb 7, 2013, 11:41 AM   #23
randy98mtu
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This sucks. I want to know what kind of credit they are going to start giving me for lines that are no longer under contract.

I will go the route of calling retention before I do my upgrade. Hopefully get a credit. Like someone else, I have 7 lines on my account and a bill that is well north of $300 and I've been a customer since 1999. Some of the lines I absorbed into my account were active earlier than 1999.

Thanks for the heads up here.
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Old Feb 7, 2013, 02:52 PM   #24
co.ag.2005
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Change to T-Mobile prepaid.
and have crappy service where I live.. no thanks. I tried it, it was awful
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Old Feb 8, 2013, 05:17 AM   #25
upnorth85
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Change to T-Mobile prepaid.
You are joking, right?
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