I got my 3 upgrade fees waived for being a "loyal and good customer of AT&T". Saved $108. Thanks! I wouldn't have thought to do this if I hadn't seen this thread.
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?
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.
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.
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.
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?!
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.
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.
not really. Kayzle was very confrontational and demanding, almost hostile. i wouldn't have waived anything for him either.