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Carrier AT&T get your upgrade fees waived.
- Thread starter Captainobvvious
- Start date
- Sort by reaction score
Took a little prodding, but got what I wanted in the end 
Me: We recently upgraded to two new iPhones on our account with new 2 year contracts and I wanted to see if I could get the upgrade fees waived.
Agent: The upgrade fee is a standard fee for upgrading. I can explain this fee to you. The $36.00 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: Ok, so both of our upgrades were done online without using any of those services. We only used a computer. It just seems like $36 is a lot of money to have to pay to get into a new 2-year agreement
Me: There's nothing that can be done? It would really help me out, and we've been an ATT customer for a long time
Agent: The upgrade fee is not charged for the services you use to upgrade. It is to offer you the device at a discounted rate. The iphone 5 goes for with out commitment starting at $650.00. \
Me: The 2-year contract is what allows ATT to susidize the phone.
Me: I was really hoping that you could help me out for our loyalty to ATT over 8 years
Agent: I see you have been with us since 2004. And we appreciate your loyalty. I will waive the upgrade fees for you this one time. Please allow me a few moments to do so.
Me: thank you very much
Me: We recently upgraded to two new iPhones on our account with new 2 year contracts and I wanted to see if I could get the upgrade fees waived.
Agent: The upgrade fee is a standard fee for upgrading. I can explain this fee to you. The $36.00 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: Ok, so both of our upgrades were done online without using any of those services. We only used a computer. It just seems like $36 is a lot of money to have to pay to get into a new 2-year agreement
Me: There's nothing that can be done? It would really help me out, and we've been an ATT customer for a long time
Agent: The upgrade fee is not charged for the services you use to upgrade. It is to offer you the device at a discounted rate. The iphone 5 goes for with out commitment starting at $650.00. \
Me: The 2-year contract is what allows ATT to susidize the phone.
Me: I was really hoping that you could help me out for our loyalty to ATT over 8 years
Agent: I see you have been with us since 2004. And we appreciate your loyalty. I will waive the upgrade fees for you this one time. Please allow me a few moments to do so.
Me: thank you very much
Thanks OP for mentioning this! Worked for me! Although they did waive the fee the last upgrade. I guess the 1 time thing only applies if you make the request online.
So I just chatted with AT&T and they confirmed that extra fees were added 'accidentally'
"Samatha Oakes : Thank you for contacting AT&T, I can answer any inquiries you have. It is my priority to answer any questions you have about your bill.
ME: Yes. I received my bill this morning and I noticed several fees were added related to my iphone activation
ME: On 9/23, a customer service rep via chat confirmed that the activation fee of $36 would be waived as a one-time courtesy
ME: however, the bill shows one credit and three fees
Samatha Oakes : Okay, I can take a look at your account and your last bill to see what could be happening with the fees.
ME: ok
Samatha Oakes : I apologize for the wait.
Samatha Oakes : I am still needing a few more moments to look over your account.
ME: ok
Samatha Oakes : I do see how you were charged twice for the activation fee.
Samatha Oakes : I can get this taken care of for you.
Samatha Oakes : One moment while I adjust your account for you.
Samatha Oakes : I apologize for the wait.
Samatha Oakes : The adjustment is processing.
ME: Should both fees be removed? Since the AT&T rep confirmed on 9/23 that the activation fee would be waived as a courtesy.
Samatha Oakes : No worries, Mr. T.
Samatha Oakes : $159.09 was credited back to your account.
Samatha Oakes : This was another courtesy adjustment.
Samatha Oakes : For your frustrations.
Samatha Oakes : I waived the fees and then some for your frustrations.
ME: That is great. Thank you.
Samatha Oakes : 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?
ME: I'm just wondering how long will it take the credit to update on my account
Samatha Oakes : I am seeing your account balance is now $1.92.
Samatha Oakes : But it can take up to 72 hours to show.
ME: ok. thanks"
YAY!
So guys, don't forget to check for any mistakes on your new bill.
"Samatha Oakes : Thank you for contacting AT&T, I can answer any inquiries you have. It is my priority to answer any questions you have about your bill.
ME: Yes. I received my bill this morning and I noticed several fees were added related to my iphone activation
ME: On 9/23, a customer service rep via chat confirmed that the activation fee of $36 would be waived as a one-time courtesy
ME: however, the bill shows one credit and three fees
Samatha Oakes : Okay, I can take a look at your account and your last bill to see what could be happening with the fees.
ME: ok
Samatha Oakes : I apologize for the wait.
Samatha Oakes : I am still needing a few more moments to look over your account.
ME: ok
Samatha Oakes : I do see how you were charged twice for the activation fee.
Samatha Oakes : I can get this taken care of for you.
Samatha Oakes : One moment while I adjust your account for you.
Samatha Oakes : I apologize for the wait.
Samatha Oakes : The adjustment is processing.
ME: Should both fees be removed? Since the AT&T rep confirmed on 9/23 that the activation fee would be waived as a courtesy.
Samatha Oakes : No worries, Mr. T.
Samatha Oakes : $159.09 was credited back to your account.
Samatha Oakes : This was another courtesy adjustment.
Samatha Oakes : For your frustrations.
Samatha Oakes : I waived the fees and then some for your frustrations.
ME: That is great. Thank you.
Samatha Oakes : 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?
ME: I'm just wondering how long will it take the credit to update on my account
Samatha Oakes : I am seeing your account balance is now $1.92.
Samatha Oakes : But it can take up to 72 hours to show.
ME: ok. thanks"
YAY!
So guys, don't forget to check for any mistakes on your new bill.
Worked.
Asked them:
"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."
They responded with:
"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."
Replied with:
"Thank you, I am a long standing customer and have recommended AT&T to many family and friends and I am in good standing with you, so would appreciate if you could waive this upgrade fee"
They responded with:
"We credited my account, but noted that 'this is a one time courtesy...we will not be waiving this fee in the future.' "
Also said:
"We realize that you have a choice in Wireless providers and thank you for giving us the opportunity to assist you today. We appreciate your business and thank you for visiting AT&Ts Support Chat. Please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback."
Then I thanked them.
Asked them:
"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."
They responded with:
"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."
Replied with:
"Thank you, I am a long standing customer and have recommended AT&T to many family and friends and I am in good standing with you, so would appreciate if you could waive this upgrade fee"
They responded with:
"We credited my account, but noted that 'this is a one time courtesy...we will not be waiving this fee in the future.' "
Also said:
"We realize that you have a choice in Wireless providers and thank you for giving us the opportunity to assist you today. We appreciate your business and thank you for visiting AT&Ts Support Chat. Please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback."
Then I thanked them.
Are you guys calling AT&T after receiving your activation bill or you guys calling in immediately after upgrading your phone?
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I'm trying this as we speak. Will update post with results.
Success:
Okay, I have issued you a one-time courtesy credit for the upgrade fee. The adjustment will appear on your next bill.
Success:
Okay, I have issued you a one-time courtesy credit for the upgrade fee. The adjustment will appear on your next bill.
It also worked for me. She said she had to check with her manager. It took a few hours for it to actually come off of my online statement.
I spoke with a rep yesterday and all I asked was what the activation fee was for and she said without hesitation that she would wave the fee no problem. But there was a problem - their system was down so she said she would have to call me back. She never did.
I called again today and explained what had happened yesterday. She checked my account and didn't find any notes. She explained what the activation fee was for but then said she would be happy to credit my account. She said this fee will apply every time I upgrade. I said that was pretty ridiculous considering I upgrade yearly and buy a $300+ phone. She said she'd pass my concerns along to management.
Anyway, my credit was immediate and came to $42.08 with taxes! That is an INSANE amount to charge as an activation fee!!!!
I called again today and explained what had happened yesterday. She checked my account and didn't find any notes. She explained what the activation fee was for but then said she would be happy to credit my account. She said this fee will apply every time I upgrade. I said that was pretty ridiculous considering I upgrade yearly and buy a $300+ phone. She said she'd pass my concerns along to management.
Anyway, my credit was immediate and came to $42.08 with taxes! That is an INSANE amount to charge as an activation fee!!!!
Just chatted online with an agent and got my fee waived as well. I took the tactic that I wasn't made aware of such a fee when I was ordering via the Apple website. There was some standard explanation given but the rep was quick to offer a credit.... and some sympathy:
Rep: Alright, in regards to that fee, I am able to waive it for you, however these are standard fees that are applied to everybody so in the future a waiving of the fee may not be available.
Me: I understand. I simply was not made aware of this fee when I ordered through Apple. Though I am grateful for the credit.
Rep: Not a problem, I don't see the need for the fee myself, but it is an AT&T policy, Outside of this adjustment, is there anything else that I could provide assistance with today?
Me: That should be it. thank you so much!
With taxes, my adjustment came out to $40.26.
Rep: Alright, in regards to that fee, I am able to waive it for you, however these are standard fees that are applied to everybody so in the future a waiving of the fee may not be available.
Me: I understand. I simply was not made aware of this fee when I ordered through Apple. Though I am grateful for the credit.
Rep: Not a problem, I don't see the need for the fee myself, but it is an AT&T policy, Outside of this adjustment, is there anything else that I could provide assistance with today?
Me: That should be it. thank you so much!
With taxes, my adjustment came out to $40.26.
I was supposed to have a 250 credit today as I was promissed on the 14th.
Now they r giving me a hassle about it and a supervisor of the girl who promissed me the credit is supposed to call.
So they r saying yes it's in my notes that I was going to get the credit.
But the supervisor of the lady who wrote that in a account has to do it because there's a risk of loosing your job over giving iPhone upgrade fees back apparently.
Not sure what to do now.
I called on the 14th to cancel my order because I figure I would just wait till I get a full upgrade and they told me they will wave the upgrade fee.
Any tips on what I should say when they call??
Now they r giving me a hassle about it and a supervisor of the girl who promissed me the credit is supposed to call.
So they r saying yes it's in my notes that I was going to get the credit.
But the supervisor of the lady who wrote that in a account has to do it because there's a risk of loosing your job over giving iPhone upgrade fees back apparently.
Not sure what to do now.
I called on the 14th to cancel my order because I figure I would just wait till I get a full upgrade and they told me they will wave the upgrade fee.
Any tips on what I should say when they call??
Thank you for posting this.
Just finished a chat session with AT&T and they waived my upgrade fee. Didn't want to at first but I just mentioned we were a long time customer, always paid the fee, blah blah blah, and 30 seconds later got a text that our account was credited. Woohoo!
Thanks again, never hurts to ask!
Just finished a chat session with AT&T and they waived my upgrade fee. Didn't want to at first but I just mentioned we were a long time customer, always paid the fee, blah blah blah, and 30 seconds later got a text that our account was credited. Woohoo!
Thanks again, never hurts to ask!
well, that was easy...
REP: Good morning, thank you for chatting with AT&T today. My name is Tina Mellor, please allow me a moment to access your account to assist you today Mr.Ye.
ME: Good morning. I recently signed a 2 year contract extension and upgraded to two new iPhones. I was hoping I could have my upgrade fees waived or credited to my account.
REP: 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.
REP: I will only as a one time courtesy waive these for you today.
REP: One moment please.
ME: For both lines on my account?
REP: Yes.
REP: I am now finished waiving the two upgrade fees,they will not be on the next bill. Is there anything else I can assist you with today?
REP: Good morning, thank you for chatting with AT&T today. My name is Tina Mellor, please allow me a moment to access your account to assist you today Mr.Ye.
ME: Good morning. I recently signed a 2 year contract extension and upgraded to two new iPhones. I was hoping I could have my upgrade fees waived or credited to my account.
REP: 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.
REP: I will only as a one time courtesy waive these for you today.
REP: One moment please.
ME: For both lines on my account?
REP: Yes.
REP: I am now finished waiving the two upgrade fees,they will not be on the next bill. Is there anything else I can assist you with today?
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Tried the chat really just to see what would happen. They said, "The fee is actually to cover us getting the phone at the lower cost for you since most smart phones are over $500.00 at full price. As well it covers the 30 day exchange window you have with the phone for any issues." I of course said I thought the two year contract was the reason for the lower price. I also said I had AppleCare, which he tried to tell me only started after the first 30 days. It was not a productive conversation. I might try again with someone else.
Thank you for the information. I upgraded 3 lines on my family and was able to get all 3 lines credited back to my account.
I even passed on this information to my coworkers and all of them have been very successful in getting their upgrade fees credited back!
I even passed on this information to my coworkers and all of them have been very successful in getting their upgrade fees credited back!
i was only able to get one fee waived. i might try again tomorrow or something and if all else fails, show them this thread!
What will this thread do for you. I mean I can go on here and say att waived all 233543246523 upgrade fees I placed. Does that mean it actually happened?
Where are you getting these messages? Do they text them to you? I haven't gotten anything and I wonder if it's a Premier thing that I don't.
YES!!! Thanks OP!
I just got my upgrade fee waived, but here is what the agent said:
"I can give you a onetime courtesy and waive this upgrade fee. However going forward you will have to pay any upgrade fees in the future. Please know any rumors of this credit being given out are false."
"I have credited your account $36.00. You will see this reflected on your balance within 24 hours."
I just got my upgrade fee waived, but here is what the agent said:
"I can give you a onetime courtesy and waive this upgrade fee. However going forward you will have to pay any upgrade fees in the future. Please know any rumors of this credit being given out are false."
"I have credited your account $36.00. You will see this reflected on your balance within 24 hours."