AT&T $36 "Upgrade Fee"

DirtySocks85 said:
Just called up the support line this morning. I was nice and polite to the service rep, asked how his day was going. It was his daughter's birthday so I said I hope she had a good one and asked how old she was turning.

I explained that I had just recently upgraded to an iPhone 5 through Apple's website on pre-order and was wondering if they could do anything for me about the $36 upgrade fee as I had been off contract the past two months and wouldn't even have to pay an ETF to go somewhere else.

He said that it wasn't on the bill yet, but he could credit my account for the amount to cover it when it did bill. He even offered to email me a receipt of the credit. As soon as I got of the phone I got this:



Easy.
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Did you ask to be invited to their baby shower? Lmfao
 
Moshe1010 said:
What the hack? it was the easiest waiver ever.

Me: "Hello, I would like to waive/credit my upgrade fees for my iPhone 5 upgrade"
REP: "No problem, let me check that for you"
..... 2 minutes of typing noise.
REP: "It was all done, you got a credit for $72 (2 iPhones) that you'll see in your next billing cycle"

----------



I also have FAN account and waived both, call them, don't chat.
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I did later but the terms & conditions of my FAN account states to waiver for upgrade fees.
 
I sent a 2 sentence email to customer support. Received this:

"Dear <me>,

Thank you for taking the time to e-mail AT&T regarding having the
upgrade fee waived. I understand the urgency of resolving this quickly
for you and I am happy to assist.

I understand that you are concerned about being charged a one-time fee
of 36.00 for an equipment upgrade. An Upgrade Processing Fee in the
amount of $36.00 per line is applied to all AT&T customers who upgrade
their equipment. This fee is assessed on the billing statement
immediately following the date of your upgrade.

The $36 fee is to allow us to assist customers with recommending new
equipment, offering special offers and discounts, providing assistance
with the upgrade process if needed, and supporting the returns process
within 30 days. These specialized processes help us to ensure you are
satisfied with your new equipment, and are ready to use it the day you
receive it. The upgrade fee allows us to defray some of these additional
service costs.

We also allow our customers to upgrade their phones even before their
original contract date has expired. As a one- time courtesy I have
adjusted the upgrade fee for the line ending in XXXX due to the fact
that you have been a long time customer and we really appreciate your
business. Although you will see it on the bill you will also show a
credit back for it at the same time.

Thank you for allowing me the opportunity to provide you this
information. Should you have additional concerns about this issue,
please feel free to reply to this email. For questions on any other
issue, we encourage you to use our online chat or email features at your
convenience. We truly appreciate your business. I hope you have a
wonderful day!

Sincerely,

ShaLisa Hunt"

Easy as that. :)
 
How about they NOT charge the fee at all and save their "valued customers" some headache instead? That would be the cool thing to do.

However, they are banking on the people that don't care or forget about it.
 
Just called AT&T to get the 2 lines waived on my account....

Lady said at first she couldn't waive the fee as its part of the renewal contract.

I said to her that I have been a customer for over 4 years and would appreciate a one time credit.

She then put me on hold and came back and said she could waive one of the 2 line fees. I stressed again I would appreciate a one time credit of the TWO lines. She didnt budge.

Asked for a manager.

Put on hold.

Same lady came back saying the manager OK'd the credit for the 2 lines.


Done.

Booya.
 
I will be putting in this same call next month when we upgrade our family plan because $36 x 5 would be nuts to pay.
 
djransom said:
I will be putting in this same call next month when we upgrade our family plan because $36 x 5 would be nuts to pay.
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you can actually chat with a representative online. They credited my account right away and also added an extra 30.00 dollars. Just remember to be polite and courteous :)
 
Chopstick217 said:
you can actually chat with a representative online. They credited my account right away and also added an extra 30.00 dollars. Just remember to be polite and courteous :)
Click to expand...

These fees can actually be waived? What must one say when calling AT&T to have it waived? (Only had AT&T for 2 years now) Thanks
 
How about something like:

I noticed that you added a $36 dollar fee to my account that you dont even argue to reverse on every single cstomer you have. Reverse mine too.
 
shannonbrooke said:
These fees can actually be waived? What must one say when calling AT&T to have it waived? (Only had AT&T for 2 years now) Thanks
Click to expand...

I simply stated I have been a customer since 1999 (yes I know its been a long time). And noticed the upgrade fee increased from 18.00 to 36.00. I asked if it is possible to have the fee waived as a courtesy since it was done for me in the past. The CSR told me to wait a moment while he speaks to his manager and later credited my account for 2 upgrades.
 
On my Premier FANS acct we don't have to pay the activation fee, but it always shows up on my bill after the activation of a new phone. I call them and they always take it off.

Today I was talking to Billing to make an adjustment to my latest bill since there was a pro-ration error on the bill since I switched to Mobile Share last month. I asked her about the activation fee for the IP5 for the one that's stil in Processing mode from apple.com. She went ahead and gave me a $35 credit plus taxes even though the activation (and fee) hasn't even occurred! That was pretty nice; saves me a call next month. Thank you AT&T!:)
 
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