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Carrier AT&T get your upgrade fees waived.
- Thread starter Captainobvvious
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I got mine waived!
Also contacted Randall Stephenson (CEO) to complain about the nonexistent signal in our neighborhood.
Also contacted Randall Stephenson (CEO) to complain about the nonexistent signal in our neighborhood.
Does the upgrade fee get charged on the next bill? I accessed my at&t account info online and i don't see an upgrade fee charged yet but my billing cycle ends in 2 days so im guessing that they will charge me once the cycle ends. I bought from the apple store.
Another upgrade fee bites the dust
However, she didn't say a word about it being a one-time deal:
However, she didn't say a word about it being a one-time deal:
ATT: That is what we have been discussing. Your discount from your company does not provide for that.
ME: So I would only be able to waive a new line's upgrade fee?
ATT: A new line's activation fee, correct.
ATT: Even then, however, the discount information says that we are not to do that. It has to come through the company account manager at your company.
What gives?!? Was it just my rep?
I have a 4 line family plan, and was only asking to get 1 upgrade fee waived...
ME: So I would only be able to waive a new line's upgrade fee?
ATT: A new line's activation fee, correct.
ATT: Even then, however, the discount information says that we are not to do that. It has to come through the company account manager at your company.
What gives?!? Was it just my rep?
I have a 4 line family plan, and was only asking to get 1 upgrade fee waived...
I got our 2 iPhone's credited. I got $86.58 for the 2. This is the $36 per phone plus taxes.
My chat took a while, they guy was a pain.
Here is some of it.
At&t=thank you for chatting with AT&T. I can help you with your upgrade questions. May I know why you want to waive the upgrade fee? Did you cancel your order?
Me= No I did not, but I went to the Apple store and purchased the phones and walked out after they were changed over. No one told me about fees. Now I just got our e statement and there are fees.
At&t=I apologize Mr. but the upgrade fee is a legal charge that helps you to have the discount on your upgrade.
Me=So I'm penalized for signing a 2 year contract to stay with At&t? I have been a loyal customer and pay my bill on time for quite a few years and could have choose another provider.
At&t=It is not a penalty Mr. It is the fee so that you can get the phone that you want without paying for it and just renew your contract.
Me=I get a cheaper phone for renewing my contract, not for an upgrade fee.
At&t=Well the benefit of the upgrade is to have the phone that you want which is expensive, and you can have it discounted.
Me=So whats the end deal, change providers and return my phones?
At&t= Let me check your record about your upgrade.
At&t= I understand that you are not aware about the upgrade fee. I have checked your account and you are a valued customer since 2008, you always pay your bill and you have good business with us. Here is what we are going to do, as a one-time courtesy, I will credit the charge for the upgrade fee, but please be advised that it is a legal charge and you need to pay for that when you are upgrading your equipment.
Then I talked about the price being way higher due to the taxes. I asked if that was going to be refunded. He said yep.
My chat took a while, they guy was a pain.
Here is some of it.
At&t=thank you for chatting with AT&T. I can help you with your upgrade questions. May I know why you want to waive the upgrade fee? Did you cancel your order?
Me= No I did not, but I went to the Apple store and purchased the phones and walked out after they were changed over. No one told me about fees. Now I just got our e statement and there are fees.
At&t=I apologize Mr. but the upgrade fee is a legal charge that helps you to have the discount on your upgrade.
Me=So I'm penalized for signing a 2 year contract to stay with At&t? I have been a loyal customer and pay my bill on time for quite a few years and could have choose another provider.
At&t=It is not a penalty Mr. It is the fee so that you can get the phone that you want without paying for it and just renew your contract.
Me=I get a cheaper phone for renewing my contract, not for an upgrade fee.
At&t=Well the benefit of the upgrade is to have the phone that you want which is expensive, and you can have it discounted.
Me=So whats the end deal, change providers and return my phones?
At&t= Let me check your record about your upgrade.
At&t= I understand that you are not aware about the upgrade fee. I have checked your account and you are a valued customer since 2008, you always pay your bill and you have good business with us. Here is what we are going to do, as a one-time courtesy, I will credit the charge for the upgrade fee, but please be advised that it is a legal charge and you need to pay for that when you are upgrading your equipment.
Then I talked about the price being way higher due to the taxes. I asked if that was going to be refunded. He said yep.
Finally got a $36 credit! Second online chat try.
You are now chatting with 'AT&T'
AT&T: Thank you for using the prechat survey. I can advise of the upgrade fee.
AT&T: 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.
ME: I recently signed a two year contract extension and upgraded to a new iPhone. I was hoping I could have my upgrade fee waived or credited to my account.
AT&T: I read that the first time you put it in. I can check what options we have but we cannot waive the upgrade fee.
AT&T: When you purchased the phone online, did not tell you that there would be a $36.00 upgrade fee?
ME: it just said the 199.99 plus any applicable taxes. I ordered through apple.com
AT&T: I am sorry that the notice was not made clear enough. I will give you a one time courtesy credit of $36.00 for misinformation. This is separate from the upgrade fee so will show in a different section on the bill. Both charge and credit will be shown.
ME: Okay, thank you very much.
AT&T: The credit has been applied and the balance will be updated within 4 hours. You can also view your balance by using *bal# send on the phone.
You are now chatting with 'AT&T'
AT&T: Thank you for using the prechat survey. I can advise of the upgrade fee.
AT&T: 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.
ME: I recently signed a two year contract extension and upgraded to a new iPhone. I was hoping I could have my upgrade fee waived or credited to my account.
AT&T: I read that the first time you put it in. I can check what options we have but we cannot waive the upgrade fee.
AT&T: When you purchased the phone online, did not tell you that there would be a $36.00 upgrade fee?
ME: it just said the 199.99 plus any applicable taxes. I ordered through apple.com
AT&T: I am sorry that the notice was not made clear enough. I will give you a one time courtesy credit of $36.00 for misinformation. This is separate from the upgrade fee so will show in a different section on the bill. Both charge and credit will be shown.
ME: Okay, thank you very much.
AT&T: The credit has been applied and the balance will be updated within 4 hours. You can also view your balance by using *bal# send on the phone.
early upgrade fee waived
called the first time they said couldnt be done. chatted with online billing, shot down. called again. they offered me 180 credit during 6 months. i asked very politely if it could be done now because i didnt have the money for the fee + iphone 5. rep put me on hold. came back and asked for credit card and what color iphone i wanted. couldnt be happier
called the first time they said couldnt be done. chatted with online billing, shot down. called again. they offered me 180 credit during 6 months. i asked very politely if it could be done now because i didnt have the money for the fee + iphone 5. rep put me on hold. came back and asked for credit card and what color iphone i wanted. couldnt be happier
$72.00 waived, but it took a little work. I tried the chat, but no dice. The rep I chatted with said he simply didn't have the ability to change any of my account info.
Later in the day, I called and got an unfriendly, sort of hostile rep. She told me there was no way she could credit my upgrade fees, and would gladly transfer me to the "buyer's remorse" line to cancel my plan. So, I told her to go for it. When the buyer's remorse guy got on the line, I explained to him I just wanted to get the upgrade fees waived. He transferred me to another line.
The last person I spoke with was probably the best customer service rep I've ever encountered. She was friendly, personable, and said she tries to see things from a customer's perspective, since she's one too. She credited the fees almost immediately, and then out of nowhere, checked into bumping my home dsl speeds up at a discounted rate, costing me nothing extra. After our conversation, I checked my bill and confirmed the fees came off instantly. It was really refreshing to speak with somebody who appeared to genuinely have an interest in creating a good customer experience.
Later in the day, I called and got an unfriendly, sort of hostile rep. She told me there was no way she could credit my upgrade fees, and would gladly transfer me to the "buyer's remorse" line to cancel my plan. So, I told her to go for it. When the buyer's remorse guy got on the line, I explained to him I just wanted to get the upgrade fees waived. He transferred me to another line.
The last person I spoke with was probably the best customer service rep I've ever encountered. She was friendly, personable, and said she tries to see things from a customer's perspective, since she's one too. She credited the fees almost immediately, and then out of nowhere, checked into bumping my home dsl speeds up at a discounted rate, costing me nothing extra. After our conversation, I checked my bill and confirmed the fees came off instantly. It was really refreshing to speak with somebody who appeared to genuinely have an interest in creating a good customer experience.
Hi guys - I've been trying to get the upgrade fee waived, but I'm curious if anyone else has gotten the runaround via online chat that the "billing department" only handles making payments to one's account and changes in service. The one I just had a lengthy conversation with is trying to shunt me over to their 800 number for customer care.
Got my $36 credit on my first try! The chat went as follows:
Me: Good evening. I recently signed a 2 year contract extension and upgraded to a new iPhone. I was hoping I could have my upgrade fee waived or credited to my account.
Rep: I can check that information for you. Was this an early upgrade?
Me: yes
Rep: Let me check that for you. When did you made the upgrade?
Me: yesterday
Rep: Give a few seconds please.
Rep: Thank you.
Me: ok
Rep: Mr. *, As I review your account. I can definitely credit this for you as a one time courtesy for being a valued customer and having a good status regarding your payment method.
Easy as 1-2-3. I guess paying my bill on time all the time pays off.
Me: Good evening. I recently signed a 2 year contract extension and upgraded to a new iPhone. I was hoping I could have my upgrade fee waived or credited to my account.
Rep: I can check that information for you. Was this an early upgrade?
Me: yes
Rep: Let me check that for you. When did you made the upgrade?
Me: yesterday
Rep: Give a few seconds please.
Rep: Thank you.
Me: ok
Rep: Mr. *, As I review your account. I can definitely credit this for you as a one time courtesy for being a valued customer and having a good status regarding your payment method.
Easy as 1-2-3. I guess paying my bill on time all the time pays off.
I had no data for 1 day was on the phone with att for hours.
They waved my data for the month 30.00 bux
Waved my 36.00 activation for my troubles...
On top of my 250.00 credit I received on the day the new ip came out..
They waved my data for the month 30.00 bux
Waved my 36.00 activation for my troubles...
On top of my 250.00 credit I received on the day the new ip came out..
well, i did have to contact them again. talked with the first rep on 9/24 and he granted the $36 credit. but my bill was not yet due. my bill came yesterday and the credit wasn't there. i checked again today in case there was a delay or something but still no credit.
fortunately the rep i chatted with this time got the credit through right away. i just named the previous rep and explained the credit hadn't shown up on my bill. so, it was quick & easy this time around and i was able to confirm with *BAL#
fortunately the rep i chatted with this time got the credit through right away. i just named the previous rep and explained the credit hadn't shown up on my bill. so, it was quick & easy this time around and i was able to confirm with *BAL#
Got first bill since upgrades. A $36 upgrade fee for mine and two $36 fess for my wife's.
Called 611 - very nice CS lady looked at my bill and said that should not happen. I heard clicking in the background and a minute later she informed me they were all cleared. Checked my bill on line and all upgrades gone. Happy dance.
Called 611 - very nice CS lady looked at my bill and said that should not happen. I heard clicking in the background and a minute later she informed me they were all cleared. Checked my bill on line and all upgrades gone. Happy dance.
Worked perfectly! I had 3 lines upgraded to the new iPhone and they waive all 3 of them! Thanks for the tip!
Finally got thru and was lucky enough to get a nice girl on the other end. No questions asked, no one time only BS, no fight, nothing. "Okay, let me take care of that for you." She even used a winking smiley face - she had to be a hottie
$108 saved.
$108 saved.
LOl niceFinally got thru and was lucky enough to get a nice girl on the other end. No questions asked, no one time only BS, no fight, nothing. "Okay, let me take care of that for you." She even used a winking smiley face - she had to be a hottie
$108 saved.
Thanks OP
Got my fee waived after i got some jerk on the phone, Tried chat and all is good now.
Man that guy on the phone sounded upset i was not interested in U-Verse. Wow
He started asking what channels, Why do you need internet faster than etc etc.
I couldn't get him off the line.
Got my fee waived after i got some jerk on the phone, Tried chat and all is good now.
Man that guy on the phone sounded upset i was not interested in U-Verse. Wow
He started asking what channels, Why do you need internet faster than etc etc.
I couldn't get him off the line.
I got mine waived as well. I had a guy named Joshua Johnson in chat. I asked him to have it waived since I was a good customer and he said that he wanted to help me out and didn't think that would be approved.
He then asked me if I could think of any other reason, so I told him my friend works for Verizon and guaranteed me no fees if I signed up with him.
2 minutes later he comes back and says I'm good and credits my bill $36 plus tax.
Thanks for the heads up.
He then asked me if I could think of any other reason, so I told him my friend works for Verizon and guaranteed me no fees if I signed up with him.
2 minutes later he comes back and says I'm good and credits my bill $36 plus tax.
Thanks for the heads up.
Please note: Protecting your personal information is one of our highest priorities; hence, you will be required to provide account related information to ensure whom we are working with. Data encryption is also enabled to protect your personal information during this chat session. For more information please go to http://www.wireless.att.com/privacy/ or http://www.att.com/privacy/. Please wait for a site operator to respond.
You are now connected with 'Valerie'.
Marcus: can you help me with billing and payment support?
Valerie: Hello Marcus, thank you for chatting with AT&T today. I can help you.
Marcus: Good morning. I recently signed a 2 year contract extension and upgraded to a new iPhone. I was hoping I could have my upgrade fee waived or credited to my account.
Valerie: Thank you. Please give me 2-3 minutes to review your account.
Marcus: Thanks.
Valerie: Our policy is not to refund the upgrade fee. The best I can do is split it with you.
Marcus: I have a thread of several other people who received the fee returned to them. I've been a customer for quite some time does that not matter?
Valerie: Can you please verify the password\passcode on the billing account.
Marcus: ####
Valerie: I can not refund the upgrade fee but I can put a credit for it against your voice plan.
Marcus: Yes, that would be sufficient. Thanks.
Valerie: Please give me 2-3 minutes to process this for you.
Valerie: I was able to apply a credit to your account for $36.00 plus tax.
Marcus: Thank you so much. I appreciate it.
Valerie: No problem. But this is a one time thing and it is not are policy to give the credit.
You are now connected with 'Valerie'.
Marcus: can you help me with billing and payment support?
Valerie: Hello Marcus, thank you for chatting with AT&T today. I can help you.
Marcus: Good morning. I recently signed a 2 year contract extension and upgraded to a new iPhone. I was hoping I could have my upgrade fee waived or credited to my account.
Valerie: Thank you. Please give me 2-3 minutes to review your account.
Marcus: Thanks.
Valerie: Our policy is not to refund the upgrade fee. The best I can do is split it with you.
Marcus: I have a thread of several other people who received the fee returned to them. I've been a customer for quite some time does that not matter?
Valerie: Can you please verify the password\passcode on the billing account.
Marcus: ####
Valerie: I can not refund the upgrade fee but I can put a credit for it against your voice plan.
Marcus: Yes, that would be sufficient. Thanks.
Valerie: Please give me 2-3 minutes to process this for you.
Valerie: I was able to apply a credit to your account for $36.00 plus tax.
Marcus: Thank you so much. I appreciate it.
Valerie: No problem. But this is a one time thing and it is not are policy to give the credit.