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Carrier AT&T get your upgrade fees waived.
- Thread starter Captainobvvious
- Start date
- Sort by reaction score
I just got my two activation fees credited over the chat line. She didn't throw out any objections, either. She just reviewed my account and then said that she would issue the credit. Thanks, OP!
I know what you mean about the steep charge for doing nothing. It reminds of "Master of the House" from Les Mis:
"Charge 'em for the lice, extra for the mice
Two percent for looking in the mirror twice
Here a little slice, there a little cut
Three percent for sleeping with the window shut
When it comes to fixing prices
There are a lot of tricks he knows"
Worked for me. Thanks OP.
I just told them that I've been a customer with them for around 5 years, and that I've stuck with them through good and bad. I said it was the least they could do, and that charging me $36 to stay with them is a strange way to show their appreciation for my loyalty.
I just told them that I've been a customer with them for around 5 years, and that I've stuck with them through good and bad. I said it was the least they could do, and that charging me $36 to stay with them is a strange way to show their appreciation for my loyalty.
Just tried again to get the last fee removed and they removed it very easily! Total saved = $108
Here is the log:
Call backs on waiving fees?
I have called 611 10+ times and was always been shot down on this but this lady (found that out awkwardly at the end) on chat seemed nice and here's hoping for the best. I will update later with the results.
General Info
Chat start time In the past few hours
Chat end time In the past few hours
Duration (actual chatting time) 00:32:15
Operator Let's call her Taylor
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Taylor '
Taylor : Good day! Thank you for choosing AT&T.
Taylor : Hello! Mr. George, I understand that you have a question about upgrading your phone to iPhone 5 and I can help you check your upgrade, let me pull up your account.
George: Thank you!
Taylor : You're welcome, please stay on the line.
George: I was talking to someone earlier and there must have been a connection issue because my browser refreshed and said "Session Terminated"
Taylor : I understand that the session awhile ago with the last representative was terminated and I see that the line *6418 is not yet eligible for standard upgrade until 05/08/2013 but the line is eligible for early upgrade.
George: Yes, I want to know why there is that fee? I have had 8 devices on the various lines of my account and have never seen this fee.
Taylor : Is it the upgrade fee?
George: The $250 fee. The $36 fee gets covered by the account holder's (my mother) employer separately.
Taylor : The $250 fee was applied for any customer who wants to do an upgrade before their eligibility date for them to get the phone at lower price than the full price of the device since their not yet eligible for upgrade, also AT&T purchase the phone from the manufacturer at full price.
George: I do understand that but I have been with you guys with four lines since 2009 and I have never had a hiccup in my payments.
Taylor : I understand that you have been with us since 2009 & we do appreciate you a lot for being one of our loyal customer but it show's on our records that you did your last upgrade on 10/07/2011 & because of that your standard upgrade was moved into a new date.
George: Can you contact Senior Account Manager and ask them if there is anything they can do?
Taylor : Sure, let me consult my supervisor about it, please stay on the line.
George: Sure and thank you for asking.
Taylor : You're welcome, please stay on the line.
Taylor : I'm sorry for the long but I'm still consulting my supervisor about your upgrade, please stay on the line again.
George: No problem.
Taylor : Mr. George, I'm sorry for the long wait & thank you so much for you patience, I just talk to my supervisor & he will submit an urgent case on your account to our escalation team for them to check about your upgrade options to iPhone 5 and you will receive a call back within 24-hours hours.
George: On my 6418 line?
Taylor : That's correct, on the line *6418.
George: All right. Thank you so much for your time Mr. Taylor, I hope you have a nice day and enjoy the long weekend.
Taylor : I'm sorry, its Ms. =)
Taylor : You're welcome! Is there anything else I can help you with today?
George: Oh I'm terribly sorry.
George: No thank you.
Taylor : Its ok, no need to worry you will receive a call back within 24-48 hours about your upgrade to iPhone 5 since you have been a loyal customer of AT&T since 2009.
Taylor : 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&T Support Chat. Have a Great Day!
info: Your chat transcript will be sent to REMOVED EMAIL ADDRESS at the end of your chat.
I have called 611 10+ times and was always been shot down on this but this lady (found that out awkwardly at the end) on chat seemed nice and here's hoping for the best. I will update later with the results.
General Info
Chat start time In the past few hours
Chat end time In the past few hours
Duration (actual chatting time) 00:32:15
Operator Let's call her Taylor
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Taylor '
Taylor : Good day! Thank you for choosing AT&T.
Taylor : Hello! Mr. George, I understand that you have a question about upgrading your phone to iPhone 5 and I can help you check your upgrade, let me pull up your account.
George: Thank you!
Taylor : You're welcome, please stay on the line.
George: I was talking to someone earlier and there must have been a connection issue because my browser refreshed and said "Session Terminated"
Taylor : I understand that the session awhile ago with the last representative was terminated and I see that the line *6418 is not yet eligible for standard upgrade until 05/08/2013 but the line is eligible for early upgrade.
George: Yes, I want to know why there is that fee? I have had 8 devices on the various lines of my account and have never seen this fee.
Taylor : Is it the upgrade fee?
George: The $250 fee. The $36 fee gets covered by the account holder's (my mother) employer separately.
Taylor : The $250 fee was applied for any customer who wants to do an upgrade before their eligibility date for them to get the phone at lower price than the full price of the device since their not yet eligible for upgrade, also AT&T purchase the phone from the manufacturer at full price.
George: I do understand that but I have been with you guys with four lines since 2009 and I have never had a hiccup in my payments.
Taylor : I understand that you have been with us since 2009 & we do appreciate you a lot for being one of our loyal customer but it show's on our records that you did your last upgrade on 10/07/2011 & because of that your standard upgrade was moved into a new date.
George: Can you contact Senior Account Manager and ask them if there is anything they can do?
Taylor : Sure, let me consult my supervisor about it, please stay on the line.
George: Sure and thank you for asking.
Taylor : You're welcome, please stay on the line.
Taylor : I'm sorry for the long but I'm still consulting my supervisor about your upgrade, please stay on the line again.
George: No problem.
Taylor : Mr. George, I'm sorry for the long wait & thank you so much for you patience, I just talk to my supervisor & he will submit an urgent case on your account to our escalation team for them to check about your upgrade options to iPhone 5 and you will receive a call back within 24-hours hours.
George: On my 6418 line?
Taylor : That's correct, on the line *6418.
George: All right. Thank you so much for your time Mr. Taylor, I hope you have a nice day and enjoy the long weekend.
Taylor : I'm sorry, its Ms. =)
Taylor : You're welcome! Is there anything else I can help you with today?
George: Oh I'm terribly sorry.
George: No thank you.
Taylor : Its ok, no need to worry you will receive a call back within 24-48 hours about your upgrade to iPhone 5 since you have been a loyal customer of AT&T since 2009.
Taylor : 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&T Support Chat. Have a Great Day!
info: Your chat transcript will be sent to REMOVED EMAIL ADDRESS at the end of your chat.
Activation fee waived
I did the online chat today. At first I got the party line about how the fee can't be waived and it pays for extra services, etc., but then I did get the guy to credit me. The key - do NOT get pissy with them.
ATT: Good morning, thank you for chatting with AT&T today. I can help you with your question regarding upgrade fee. The upgrade fee is a standard fee that everyone no matter of how long they have been with AT&T pays when they upgrade and they are not waived. 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 would like to request a credit to my account then, since the fee cannot be waived. If you can't approve this, I understand. I know this can be done, because I know people who have gotten it done, so I will do as they did and call the CS line. Just figured I'd try Chat first.
ATT: What we can do for you today is issue an adjustment for those fees. I do want to advise you that they are standard fees and will apply any time you upgrade your device. We will not be able to issue this adjustment in the future.
Me: Understood, and thank you, I appreciate your assistance.
ATT: You are very welcome. We thank you for being the best part of AT&T. Please allow me a moment to issue that credit for you.
ATT: Thank you fore your patience. i have issued that credit for you.
Me: Great, thank you very much.
I did the online chat today. At first I got the party line about how the fee can't be waived and it pays for extra services, etc., but then I did get the guy to credit me. The key - do NOT get pissy with them.
ATT: Good morning, thank you for chatting with AT&T today. I can help you with your question regarding upgrade fee. The upgrade fee is a standard fee that everyone no matter of how long they have been with AT&T pays when they upgrade and they are not waived. 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 would like to request a credit to my account then, since the fee cannot be waived. If you can't approve this, I understand. I know this can be done, because I know people who have gotten it done, so I will do as they did and call the CS line. Just figured I'd try Chat first.
ATT: What we can do for you today is issue an adjustment for those fees. I do want to advise you that they are standard fees and will apply any time you upgrade your device. We will not be able to issue this adjustment in the future.
Me: Understood, and thank you, I appreciate your assistance.
ATT: You are very welcome. We thank you for being the best part of AT&T. Please allow me a moment to issue that credit for you.
ATT: Thank you fore your patience. i have issued that credit for you.
Me: Great, thank you very much.
I did this last week but forgot to update the thread. Credited after about 40 minutes chatting with the rep...
I just tell them I upgrade my phone from Apple and not from AT&T, they have nothing to do with the upgrade other than they have to update my account to another 2 years of contract.
I was tempted to go down that path, since I bought the phone from Apple. But, I decided to not put him on the defensive. If it hadn't worked, I would have called CS.
Just tried first time via chat. The lady wouldn't budge. Their responses:
The upgrade fee can only be waived if it was billed in error, or, you have a employee discount that applies the credit.
The upgrade fee can only be waived if it was billed in error, or, you have a employee discount that applies the credit.
I see you do have an employee discount, you can call Premier and see if your discounts allows for a waived upgrade fee. Their number is 866-499-8008. Hours of Operation (times are ET) Mon - Fri 8 am - 10 pm
The upgrade fee can only be waived if it was billed in error, or, you have a employee discount that applies the credit.
The upgrade fee can only be waived if it was billed in error, or, you have a employee discount that applies the credit.
I see you do have an employee discount, you can call Premier and see if your discounts allows for a waived upgrade fee. Their number is 866-499-8008. Hours of Operation (times are ET) Mon - Fri 8 am - 10 pm