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I was able to get them to waive 2 out of the 3 fee's. She said $82 credit, but I assume she meant $72 and it was a typo. My question for you guys is, should I try again to see if I can get someone to waive/credit the remaining fee?

Here is my chat:

Me: Hi Cassara

Me: Good morning. I recently signed a 2 year contract extension and upgraded to new iPhone's. I was hoping I could have my upgrade fee's waived or credited to my account.

Cassara Woodruff: Hello Mr. XXXXX, Thank you for contacting AT&T today ! I can you help with your billing questions. Thank you also for filling out our pre chat survey, and being a valued AT&T customer.

Me: you're welcome. Thanks for speaking with me!

Cassara Woodruff: I can definitely help you with that today. While I am pulling up your account so that I can take care of that issue, Do you have an other concerns about your services?

Me: Thats the only concern. I appreciate your help

Cassara Woodruff: The $36.00 upgrade 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.

Me: I have been a loyal customer with AT&T since 2008, and that it seems wrong for you to charge me $36 per phone, when I am out of contract and that by upgrading I am basically committing to stay with AT&T for another 2 years.

Cassara Woodruff: I can definitely understand where you coming from I can waive 2 of the fees for you so all 3 will appear on the bill and on the 1st page you will see 2 $36.00 wireless courtesy credits is that ok?

Me: I appreciate that. But would really like to have all 3 waived.

Me: My work offers a substantial discount with Verizon and their LTE is actually better than AT&T. But since I have been loyal customer since 2008, I'd like to stay and not switch

Cassara Woodruff: Unfortunately I can only do the 2 for you today. All customers are charged this fee employees included.

Cassara Woodruff: I understand The LTE on Verizon is great how ever when you lose the signal you reverted back to 3G speeds as where with att if you lose LTE speed you go to 4G.

Cassara Woodruff: I have adjusted your bill a total of, $82.00. which will appear on the next month billing.
 
I was able to get them to waive 2 out of the 3 fee's. She said $82 credit, but I assume she meant $72 and it was a typo. My question for you guys is, should I try again to see if I can get someone to waive/credit the remaining fee?

It probably wouldn't hurt to try - I'd wait until the other 2 credits are posted and then hop back on the chat and just tell them that you don't understand why they would only credit you for two of them, and repeat the "I've been a customer since 2008..." bit. I'm betting the next CSR will take care of you. I have to say, they've actually been very helpful. It is unfortunate that ATT corporate management is constantly trying to screw us over though.

ATT CSR REP said:
Cassara Woodruff: I understand The LTE on Verizon is great how ever when you lose the signal you reverted back to 3G speeds as where with att if you lose LTE speed you go to 4G.

I cringe every time someone at ATT calls HSDPA+ "4G". Too funny that she would say "LTE" and then "...you lose LTE speed you go to 4G" as if they are something different to anyone else besides ATT's marketing department. :rolleyes: HSPDA+ is still 3G... I mean, come on, it is part of the 3GPP standard.
 
How can I see curren billing activity? I tried and it looks like you can only see the most recent bill? Would be nice to see when these credits are posted prior to the billing period being closed.
 
How can I see curren billing activity? I tried and it looks like you can only see the most recent bill? Would be nice to see when these credits are posted prior to the billing period being closed.

I received a text message about 10 minutes after I got off the chat yesterday that reflected the credit, but it didn't show up online at attwireless.com until this morning. Now when I log in, my initial page shows the new balance due next month with the credit applied.

EDIT: Actually, I just logged back in, and you will see an "Alert" that shows the credits once they have posted online. This alert wasn't there when I first logged in earlier this morning (although the balance due reflected the credit).

wnCWN.png
 
Two upgrades; I got a $40 credit, which, while not fully waiving the fees, is certainly better than nothing. My point that I was essentially being charged to be locked in for another two years got this response:

I understand and I also thought the same reason but then my husband did not want another two year term and he paid the full price and he was not charge for the fee but I have a pending upgrade fee since I received a discount. Allow me to apply your credit. It will go towards your next billing statement.

I have $40 I wouldn't otherwise so thanks much for this.
 
They're usually good about waiving upgrade fees. I don't think I have ever paid one. Now if they'll waive my early upgrade fee this once, I will be a very happy customer.
 
Hello,

Long-time lurker & just registered to say Thank You for this. Took all of 5 minutes (no questions asked) to get my upgrade fee waived :)

This forum's fantastic. I can't even begin to state my appreciation for what's done/share here. You'll probably see more of me here, but 'til then, thanks again.
 
An Apple employee told me about this. I called yesterday and the process was simple. Got credited for 3 upgrades.

Now, how do we get FaceTime over 4G without paying for a plan and/or losing unlimited data??? :mad:
 
Colbas Hoeing: Hello Mr. Kelly.
Colbas Hoeing: Why do you need the upgrade fee waived? Was the order messed up?
you: The fee is unnecessary, I see no grounds for a charge.
Colbas Hoeing: We won't be able to waive the fee because you don't see grounds for it.
you: What will you be able to waive the fee for?
Colbas Hoeing: If the order for some reason were messed up or something like that.
you: In that case can you tell me what the charge is for?
Colbas Hoeing: It is an activation fee.
you: Seems strange to me that I'm being charged for choosing to continue my service with you.
you: But I activate my phone, you guys dont have to do anything.
you: It's just a charge for the sake of being a charge, it requires no work from ATT.
Colbas Hoeing: It is for the process of the paperwork to get your phone activated.
Colbas Hoeing: We activate it, not you.
you: I have seen no paperwork.
Colbas Hoeing: That's because it isn't paperwork for you.
you: What kind of paperwork has to be done?
Colbas Hoeing: Paperwork to allow the device to be activated. If all devices were pre-activated it would be much easier to steal them.
you: How many pages are filed? How much writing is involved?
you: I'd love to see the paperwork.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days?
Colbas Hoeing: .*
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days.
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I'm sorry.
you: Can you explain to me why I cannot have what I paid for?
Colbas Hoeing: Every AT&T customer pays the activation fee.
you: I understand that, I would just like a copy of the paperwork I paid to have processed.
Colbas Hoeing: I am sorry, I cannot do that.
you: Why is that?
Colbas Hoeing: If you would like, you can read the terms and conditiosn (your contract) online.
Colbas Hoeing: conditions*
you: I would not like to do that, I would like you to answer my question.
Colbas Hoeing: In your contract that you agreed to and signed you agreed to paying that fee, and by signing that it makes the fee valid.
you: I'm not questioning the validity of the fee, I'm asking to have the paperwork the fee was needed for mailed to me so I can have a copy for my records.
 
Didn't work first time around for me...employee gave me some poorly-worded excuse how AT&T was trying to recoup money from the cost of supplying the iPhone at a subsidized price...
 
Colbas Hoeing: Hello Mr. Kelly.
Colbas Hoeing: Why do you need the upgrade fee waived? Was the order messed up?
you: The fee is unnecessary, I see no grounds for a charge.
Colbas Hoeing: We won't be able to waive the fee because you don't see grounds for it.
you: What will you be able to waive the fee for?
Colbas Hoeing: If the order for some reason were messed up or something like that.
you: In that case can you tell me what the charge is for?
Colbas Hoeing: It is an activation fee.
you: Seems strange to me that I'm being charged for choosing to continue my service with you.
you: But I activate my phone, you guys dont have to do anything.
you: It's just a charge for the sake of being a charge, it requires no work from ATT.
Colbas Hoeing: It is for the process of the paperwork to get your phone activated.
Colbas Hoeing: We activate it, not you.
you: I have seen no paperwork.
Colbas Hoeing: That's because it isn't paperwork for you.
you: What kind of paperwork has to be done?
Colbas Hoeing: Paperwork to allow the device to be activated. If all devices were pre-activated it would be much easier to steal them.
you: How many pages are filed? How much writing is involved?
you: I'd love to see the paperwork.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days?
Colbas Hoeing: .*
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days.
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I'm sorry.
you: Can you explain to me why I cannot have what I paid for?
Colbas Hoeing: Every AT&T customer pays the activation fee.
you: I understand that, I would just like a copy of the paperwork I paid to have processed.
Colbas Hoeing: I am sorry, I cannot do that.
you: Why is that?
Colbas Hoeing: If you would like, you can read the terms and conditiosn (your contract) online.
Colbas Hoeing: conditions*
you: I would not like to do that, I would like you to answer my question.
Colbas Hoeing: In your contract that you agreed to and signed you agreed to paying that fee, and by signing that it makes the fee valid.
you: I'm not questioning the validity of the fee, I'm asking to have the paperwork the fee was needed for mailed to me so I can have a copy for my records.

Haha wow that rep was a dick. Having my 3 fees waived was smooth sailing. The "consistency" with AT&T representatives is garbage.
 
I STILL can't get into chat, just says unavailable or the link to click Chat Now isn't there for the billing one. I have been checking all week. What gives?!
 
typical customer-no-service

When I called last week to ask about the CSS that was emailed to me from AT&T, the very pleasant AT&T rep. then told me to call back when I received the bill to have the two activation fees waived.

I called today to make that request and the rep. tried to tell me that they did not have record of my call and that they could only waive one activation fee. I told them that was ridiculous and I would just have to walk into my local AT&T store and handle it there. Their tune suddenly changed and they said they could waive both fees, but wanted to "go on record" as saying that there was no record of the prior conversation. Gotta love the customer service game played by AT&T!
 
Im so glad I read this thread. I just signed up with new service with at&t. Today is my birthday. So I asked if they could waive my activation fee and they did!
 
I STILL can't get into chat, just says unavailable or the link to click Chat Now isn't there for the billing one. I have been checking all week. What gives?!

What worked for me was to click on the link in the first post of this thread. Log into at&t. Go back to this thread and click on the link again (this time you are already logged in at AT&T) and I saw a live chat link that worked first time.
 
Colbas Hoeing: Hello Mr. Kelly.
Colbas Hoeing: Why do you need the upgrade fee waived? Was the order messed up?
you: The fee is unnecessary, I see no grounds for a charge.
Colbas Hoeing: We won't be able to waive the fee because you don't see grounds for it.
you: What will you be able to waive the fee for?
Colbas Hoeing: If the order for some reason were messed up or something like that.
you: In that case can you tell me what the charge is for?
Colbas Hoeing: It is an activation fee.
you: Seems strange to me that I'm being charged for choosing to continue my service with you.
you: But I activate my phone, you guys dont have to do anything.
you: It's just a charge for the sake of being a charge, it requires no work from ATT.
Colbas Hoeing: It is for the process of the paperwork to get your phone activated.
Colbas Hoeing: We activate it, not you.
you: I have seen no paperwork.
Colbas Hoeing: That's because it isn't paperwork for you.
you: What kind of paperwork has to be done?
Colbas Hoeing: Paperwork to allow the device to be activated. If all devices were pre-activated it would be much easier to steal them.
you: How many pages are filed? How much writing is involved?
you: I'd love to see the paperwork.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days?
Colbas Hoeing: .*
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days.
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I'm sorry.
you: Can you explain to me why I cannot have what I paid for?
Colbas Hoeing: Every AT&T customer pays the activation fee.
you: I understand that, I would just like a copy of the paperwork I paid to have processed.
Colbas Hoeing: I am sorry, I cannot do that.
you: Why is that?
Colbas Hoeing: If you would like, you can read the terms and conditiosn (your contract) online.
Colbas Hoeing: conditions*
you: I would not like to do that, I would like you to answer my question.
Colbas Hoeing: In your contract that you agreed to and signed you agreed to paying that fee, and by signing that it makes the fee valid.
you: I'm not questioning the validity of the fee, I'm asking to have the paperwork the fee was needed for mailed to me so I can have a copy for my records.

Haha wow that rep was a dick. Having my 3 fees waived was smooth sailing. The "consistency" with AT&T representatives is garbage.

not really. Kayzle was very confrontational and demanding, almost hostile. i wouldn't have waived anything for him either.
 
Colbas Hoeing: Hello Mr. Kelly.
Colbas Hoeing: Why do you need the upgrade fee waived? Was the order messed up?
you: The fee is unnecessary, I see no grounds for a charge.
Colbas Hoeing: We won't be able to waive the fee because you don't see grounds for it.
you: What will you be able to waive the fee for?
Colbas Hoeing: If the order for some reason were messed up or something like that.
you: In that case can you tell me what the charge is for?
Colbas Hoeing: It is an activation fee.
you: Seems strange to me that I'm being charged for choosing to continue my service with you.
you: But I activate my phone, you guys dont have to do anything.
you: It's just a charge for the sake of being a charge, it requires no work from ATT.
Colbas Hoeing: It is for the process of the paperwork to get your phone activated.
Colbas Hoeing: We activate it, not you.
you: I have seen no paperwork.
Colbas Hoeing: That's because it isn't paperwork for you.
you: What kind of paperwork has to be done?
Colbas Hoeing: Paperwork to allow the device to be activated. If all devices were pre-activated it would be much easier to steal them.
you: How many pages are filed? How much writing is involved?
you: I'd love to see the paperwork.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days?
Colbas Hoeing: .*
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I hear your concern about the Upgrade Fee. The upgrade fee is for costs associated with selecting and activating your new equipment. Additionally, we support your equipment decision with an exchange option, if needed within the first 30 days.
you: How about this, since I paid for the paperwork, will you please mail it to me so I can keep it for my records.
Colbas Hoeing: No, I cannot do that.
you: But I paid for it.
Colbas Hoeing: I'm sorry.
you: Can you explain to me why I cannot have what I paid for?
Colbas Hoeing: Every AT&T customer pays the activation fee.
you: I understand that, I would just like a copy of the paperwork I paid to have processed.
Colbas Hoeing: I am sorry, I cannot do that.
you: Why is that?
Colbas Hoeing: If you would like, you can read the terms and conditiosn (your contract) online.
Colbas Hoeing: conditions*
you: I would not like to do that, I would like you to answer my question.
Colbas Hoeing: In your contract that you agreed to and signed you agreed to paying that fee, and by signing that it makes the fee valid.
you: I'm not questioning the validity of the fee, I'm asking to have the paperwork the fee was needed for mailed to me so I can have a copy for my records.

Lmao. "Mail me the documents I paid for"
 
not really. Kayzle was very confrontational and demanding, almost hostile. i wouldn't have waived anything for him either.

+1
You need to know how to talk to other human beings. Pretty basic stuff.
 
Success! :D

AT&T REP: Hello Mr. ABERCROMBIE, thank you for chatting with AT&T today. I can help you with your concerns and I am happy to do so. It is my priority to resolve this today and to respond to any other questions you may have. I see you have a question about your bill?
AT&T REP: What questions did you have today?
ABERCROMBIE: Hello, my bill is higher than usual.
AT&T REP: I see, I am sorry to here this I know how frustrating this can be I will certainly review this for you today to better assist you.
AT&T REP: Thank you for your patience i am still reviewing this for you.
ABERCROMBIE: Thank you.
AT&T REP: Once again I apologize for the length of time this is taking.
AT&T REP: I am showing you have a $36. upgrade fee. I can explain this fee to you. The upgrade 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.
ABERCROMBIE: An activation fee for my continued loyalty with AT&T seems unnecessary. From my estimates based on the last 2 years, AT&T should be getting over $2,000 via the renewed contract. Would it be possible to have that tiny fee waived?
AT&T REP: I understand and we do appreciate your business due to your accounts tenure and payment history I am ale to make a one time adjustment to this fee for you.
AT&T REP: Tha adjustment has been applied. Also, a fast and easy way to check your current bill balance, is by dialing (*) B-A-L then the (#) pound key, then by pressing send. This will also allow you to see the credit that has been applied to your account, in the balance and will be on your next bill.
ABERCROMBIE: Thank you very much.
ABERCROMBIE: Appreciate it.
AT&T REP: I am glad we were able to resolve your issue today. I do hope you will take a moment to do the survey following this session regarding the service I have provided you. Your time is very valuable to me and I want to ensure all of your questions and concerns are addressed to save you time from having to contact us back again in the near future. Is there anything else I can assist you with today?
ABERCROMBIE: that will do it. have a good day.
 
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