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Carrier AT&T get your upgrade fees waived.
- Thread starter Captainobvvious
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I'm curious about this myself as this is what I was also told. I did get charged the 36 fee for my recent bill which I did pay. When I chatted she told me that I was already waived. I said what? I told her that I already paid the 36 fee in my recent bill, but she said that I will see it on my next October bill. I hope this is true. I saved the chat just in case.
I have had my upgrade fees before, but most often they will always suggest to call back when my statement is available. There have also been times when prior to my statement was available, one rep would tell me they waived the fees or notated my account, but when the statement comes out, I'm charged the activation fees and then I have to call back to get it waived.
agent : Thank you for visiting AT&T Live Chat Support. I can help you. This will be a moment to bring up the account please.
agent : What can I help with today?
me: Good afternoon. 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.
agent : 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've been a loyal customer for 10 years and i was hoping to have the fee waived
agent : And we do appreciate your loyalty. In order to to get the call resolved I will remove the upgrade fee from the account so this will not be charged on the next bill with the expectation that this is a valid charge and may not be waived going forward. This will take me a moment please.
me: okay thanks
done!
agent : What can I help with today?
me: Good afternoon. 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.
agent : 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've been a loyal customer for 10 years and i was hoping to have the fee waived
agent : And we do appreciate your loyalty. In order to to get the call resolved I will remove the upgrade fee from the account so this will not be charged on the next bill with the expectation that this is a valid charge and may not be waived going forward. This will take me a moment please.
me: okay thanks
done!
Wow, so it looks like they're told to say the same thing because my agent said something similar about the Activation Charge. Except she said the activation charge helps to get the phone to the 199, 299, 399 price. I told her No, that's why I sign the 2 year contract. Eventually she agreed to waiving it.
But instead of removing it completely, she said she had left a note to get the fee waived and I would have to contact them again to get it waived once it shows on my bill. Did anyone get something similar or did they just drop it on the spot?
weird how some reps dont apply the credit immediately, while others tell you to wait for the next billing period for changes to reflect.
I wasn't able to use the live chat, it said there were no agents available, so I called 1-800-331-0500 and spoke with a representative. She was very pleasant, I gave her the spiel and she credited my account immediately.
With taxes the amount saved was $41.48 and I got the confirmation email within one minute.
Thanks for the heads-up Captainobvvious!
With taxes the amount saved was $41.48 and I got the confirmation email within one minute.
Thanks for the heads-up Captainobvvious!
Exactly, since my billing cycle ends tomorrow, they told me to call back when the $36 appears on my bill...
Mine ended a week ago, towards the end of September which reflected the $36 fee and i paid it already. I chatted with the rep yesterday and she said that I was already waived the fee on 9/14, the day i ordered. She told me it will reflect on the October billing cycle. I am weary of this, but I saved the chat just in case.
Called Customer Service
I called customer service because the live chat wouldn't let me start a session about billing information... I explained it seemed unfair to charge an activation fee on an upgrade - especially since we only got partial new phone pricing and the rep explained that the charge goes into setting up the new replacement device; however, he would offer a one-time credit of each of the two $36 fees for my shared two phone account.
Later he continued by offering a credit for the entire monthly balance for the statement close, saying thank you for being a valued AT&T customer.
I logged out and back into my AT&T account and instantly saw the two $36 credits and statement balance credit applied.
I said - Sweet! Thank you!
I called customer service because the live chat wouldn't let me start a session about billing information... I explained it seemed unfair to charge an activation fee on an upgrade - especially since we only got partial new phone pricing and the rep explained that the charge goes into setting up the new replacement device; however, he would offer a one-time credit of each of the two $36 fees for my shared two phone account.
Later he continued by offering a credit for the entire monthly balance for the statement close, saying thank you for being a valued AT&T customer.
I logged out and back into my AT&T account and instantly saw the two $36 credits and statement balance credit applied.
I said - Sweet! Thank you!
Me: 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.
Janneth Calma : Hi! Thank you for chatting with ATT today. I have your account verified with the prechat survey. I can check what we can do about the upgrade fee.
Me: Thank you very much
Janneth Calma : You're welcome.
Janneth Calma : 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. You do not have to worry about the fee, I can get this adjusted on the bill for you immediately.
Me: Awesome, thank you so much for your help today!
Janneth Calma : You are very welcome. I will give you the updated balance in just one minute.
Boom! $36 saved here! Thanks OP!
Janneth Calma : Hi! Thank you for chatting with ATT today. I have your account verified with the prechat survey. I can check what we can do about the upgrade fee.
Me: Thank you very much
Janneth Calma : You're welcome.
Janneth Calma : 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. You do not have to worry about the fee, I can get this adjusted on the bill for you immediately.
Me: Awesome, thank you so much for your help today!
Janneth Calma : You are very welcome. I will give you the updated balance in just one minute.
Boom! $36 saved here! Thanks OP!
Awesome! Took five minutes with no issues at all having the upgrade fee credited back to my account.
I called customer service because the live chat wouldn't let me start a session about billing information... I explained it seemed unfair to charge an activation fee on an upgrade - especially since we only got partial new phone pricing and the rep explained that the charge goes into setting up the new replacement device; however, he would offer a one-time credit of each of the two $36 fees for my shared two phone account.
Later he continued by offering a credit for the entire monthly balance for the statement close, saying thank you for being a valued AT&T customer.
I logged out and back into my AT&T account and instantly saw the two $36 credits and statement balance credit applied.
I said - Sweet! Thank you!
If I'm reading this right, you got the whole month's bill credited as well?
Credited me $36. Thanks for the Tip!
Said something about offsetting the costs of upgrading - They never need that for me. I don't need help in the store, never call them for support, and know what accessories I want in advance. Actually when I got the phone today I helped them out as they were using a new point of sale process on an iPad.
Heres the transcript:
Ariel Cruz : Hi, ---- ! Thank you for chatting in to AT&T. I'll be more than happy to assist you with the activation fee inquiry today. Let me pull up your account so that I can assist you better.
Me: Good afternoon. I recently signed a 2 year contract extension and upgraded to a new iPhone 5. I was hoping I could have my upgrade/activation fee waived or credited to my account
Ariel Cruz : Thank you for your patience. I have your account pulled up. Let me review the account for you to find out if we can adjust the upgrade fee. Please give me a few minutes to review the account. Thank you.
Me : Thank you.
Ariel Cruz : Thank you so much for your patience. I was able to review the account and I can get the upgrade fee waived for you this time. But please be aware that everytime you process an upgrade, there is a charge for the upgrade fee. I'd also like to let you know why you were charged with the upgrade fee. 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 understand and appreciate this. I knew what I wanted and was in and out of the store, but stuff like this is why I am sticking with AT&T. Thank you very much!
Said something about offsetting the costs of upgrading - They never need that for me. I don't need help in the store, never call them for support, and know what accessories I want in advance. Actually when I got the phone today I helped them out as they were using a new point of sale process on an iPad.
Heres the transcript:
Ariel Cruz : Hi, ---- ! Thank you for chatting in to AT&T. I'll be more than happy to assist you with the activation fee inquiry today. Let me pull up your account so that I can assist you better.
Me: Good afternoon. I recently signed a 2 year contract extension and upgraded to a new iPhone 5. I was hoping I could have my upgrade/activation fee waived or credited to my account
Ariel Cruz : Thank you for your patience. I have your account pulled up. Let me review the account for you to find out if we can adjust the upgrade fee. Please give me a few minutes to review the account. Thank you.
Me : Thank you.
Ariel Cruz : Thank you so much for your patience. I was able to review the account and I can get the upgrade fee waived for you this time. But please be aware that everytime you process an upgrade, there is a charge for the upgrade fee. I'd also like to let you know why you were charged with the upgrade fee. 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 understand and appreciate this. I knew what I wanted and was in and out of the store, but stuff like this is why I am sticking with AT&T. Thank you very much!
"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. This fee cannot be waived as it is standard for every customer, and an agreement when you sign the terms and conditions."
Not giving up so easy. Chat still going on right now.......
"I have engaged my manager and as a courtesy today we will adjust for the upgrade fee. It has not yet been billed yet. So we will issue the adjustment of $36 but you will still see it on your next bill just remember the credit has been given."
simply asking again and reminding them i have been a loyal paying customer for 10+ years got me the $36 credit.
ymmv. later.
Not giving up so easy. Chat still going on right now.......
"I have engaged my manager and as a courtesy today we will adjust for the upgrade fee. It has not yet been billed yet. So we will issue the adjustment of $36 but you will still see it on your next bill just remember the credit has been given."
simply asking again and reminding them i have been a loyal paying customer for 10+ years got me the $36 credit.
ymmv. later.
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