Just say it was billed in error. "You didn't provide me with any kind of 'upgrade service', so I shouldn't have to pay an upgrade fee."
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Carrier AT&T get your upgrade fees waived.
- Thread starter Captainobvvious
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Just say it was billed in error. "You didn't provide me with any kind of 'upgrade service', so I shouldn't have to pay an upgrade fee."
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I was able to get my upgrade fee credited this morning.
First chat the representative asked me why I thought I was entitled to have it waived. I said that I had been a customer for many years, had fulfilled my last contract and could have switched to verizon but chose to stay with AT&T. Chat froze (I waited and waited and he never responded) so I closed the chat window and tried again.
Second representative, apologized for me getting disconnected the first time, and immediately waived the fee - no questions asked.
First chat the representative asked me why I thought I was entitled to have it waived. I said that I had been a customer for many years, had fulfilled my last contract and could have switched to verizon but chose to stay with AT&T. Chat froze (I waited and waited and he never responded) so I closed the chat window and tried again.
Second representative, apologized for me getting disconnected the first time, and immediately waived the fee - no questions asked.
I used the OP's suggested wording. The guy I chatted with said he'd be happy to do a one time credit for $36 and informed it would not appear on my next statement. What's odd is, I just logged into my account and the balance shows $0. Shouldn't it show -$36 + tax? Should I chat back?
Had the upgrade fee already shown up on your account? I waited until I got a bill that showed the charge. When I asked, they issued a -39.65 credit, maybe if the charge isn't there yet they just waive it (rather than issuing a credit)
No, my billing cycle isn't for another 10 days. I could have sworn though others said they chatted the day of getting their phones and saw the credit instantly applied. I could be wrong though
Success
Tina xxx: We don't normally credit these fees. 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: understand
Tina xxx: I will however as a one time courtesy credit for one today.
Me: I am a loyal customer and saying with AT&T instead of witching to verizon
Tina xxx: I have only as a one time courtesy waived both of the fees.
Me: how much credit did you waive?
Tina xxx: Both of the $36 upgrade fees.
Me: so it is $72 credit total?
Tina xxx: Well there will not be a credit of that amount on the next bill,instead there will just not be any upgrade fees.
Tina xxx: They are now waived.
Me: thanks
Tina xxx: We don't normally credit these fees. 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: understand
Tina xxx: I will however as a one time courtesy credit for one today.
Me: I am a loyal customer and saying with AT&T instead of witching to verizon
Tina xxx: I have only as a one time courtesy waived both of the fees.
Me: how much credit did you waive?
Tina xxx: Both of the $36 upgrade fees.
Me: so it is $72 credit total?
Tina xxx: Well there will not be a credit of that amount on the next bill,instead there will just not be any upgrade fees.
Tina xxx: They are now waived.
Me: thanks
My credit was immediate and my auto-pay went through in the next few days minus the upgrade fee.
I did a chat with at&t and they said the credit is pending as it hasn't been billed yet but, on my next bill I'd see the $36 upgrade fee and a $36 credit to offset it.
I sure hope their right. Now, all I gotta do is wait and see.
I sure hope their right. Now, all I gotta do is wait and see.
Just did this and got $81.84 credited to my account. It should post within 48-72hrs! Had the chat e-mailed to me in case I need it later on. Thanks!
I sent an email about this upgrade fee to AT&T and the next day received a nice reply saying it would be credited.
I sent the exact same email to a friend so he could use it to avoid the upgrade fee. Well they denied him. I got his information and sent another email fighting the upgrade fee. Well after sending it, I just got mad.
I called AT&T and acted as though I was him and bluntly said I had a problem and we could deal with it the nice way or the mean way and it was up to them to decide which way to go. I explained the situation and they immediately removed the $36 upgrade fee.
I mean really? She said the $36 was a way to offset the cost of the $600 phone for being sold for $199. That is between Apple and AT&T and they are not going to back door me into making up "losses." As far as I am concerned they will make up their losses when I pay my bill each month for the next two years.
This economy stinks for everyone and everything is going up in price except for my paycheck. The $36 is hard to come by. I had a HARD time getting money to buy my iPhone. I had been saving up for months.
Sorry but just had to vent.
I sent the exact same email to a friend so he could use it to avoid the upgrade fee. Well they denied him. I got his information and sent another email fighting the upgrade fee. Well after sending it, I just got mad.
I called AT&T and acted as though I was him and bluntly said I had a problem and we could deal with it the nice way or the mean way and it was up to them to decide which way to go. I explained the situation and they immediately removed the $36 upgrade fee.
I mean really? She said the $36 was a way to offset the cost of the $600 phone for being sold for $199. That is between Apple and AT&T and they are not going to back door me into making up "losses." As far as I am concerned they will make up their losses when I pay my bill each month for the next two years.
This economy stinks for everyone and everything is going up in price except for my paycheck. The $36 is hard to come by. I had a HARD time getting money to buy my iPhone. I had been saving up for months.
Sorry but just had to vent.
When I clicked to Chat, I was repeatedly redirected to My ATT Accounts management page where Chat is not an option. They may have removed the ability to chat at this time.
I'm looking for a workaround because my bill came yesterday & the fee is on it for $39 + tax. If I can't find a way around via internet, I'll call someone on Monday. *sigh*BTW, my account says "Valued customer since: 01/01/1960". It's actually since 1957 (bought the family home & kept the childhood phone number.) They should really love me!
When I clicked to Chat, I was repeatedly redirected to My ATT Accounts management page where Chat is not an option. They may have removed the ability to chat at this time.
BTW, my account says "Valued customer since: 01/01/1960". It's actually since 1957 (bought the family home & kept the childhood phone number.) They should really love me!
Try a different web browser. Safari wouldn't do it for me, but Firefox worked.
I used Opera and Firefox; I saw the Chat box but when I clicked on it, I was redirected.
Maybe I'll try later tonite.
Worked for me, but the feeling I got was that they're pushing-back a little more. Here's my transcript:
The chat log showed about 15 minutes from start to finish...not bad. I "made" $72 for 15 minutes of work -- if you can call typing on my MacBook Air while jamming to Spotify work!!!
The chat log showed about 15 minutes from start to finish...not bad. I "made" $72 for 15 minutes of work -- if you can call typing on my MacBook Air while jamming to Spotify work!!!
Your account has to be in good standing and prob have to be a customer for at least a few years
It's also advisable to wait until you actually have the bill with the charge in front of you, otherwise you are asking for a hypothetical credit on a hypothetical charge. Two years ago when I did this for the iPhone 4.....they said they couldn't help me until I had the actual bill. They said wait and call back, then we can take care of it.
AT&T rewards their high paying long term customers with things like quicker upgrades, easier credit backs when requested and shorter hold times. Back in the day when I hadn't had been paying them an outrageous amount of money every month for years and years I learned that when I would call and put my Mom or Dad's cellphone number who had been high paying customers for decades instead of mine an agent would immediately pick up the call instead of me being on hold forever.