Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Carrier AT&T get your upgrade fees waived.

Just got both my upgrade fees waived. Just asked for them to waive the fees and after looking at my account, they waived them. Thanks OP!!
 
i was unable to get the fee credited before it appeared on my account. I bought my phone through Radio Shack and it did not appear until i got my actual bill. I bought on opening day and just got the bill email last night. The fee was waived this morning.
 
Just tried to do this via chat but it says that no reps are available at this time. Sent a tweet to @ATTCustomerCare instead. Will post any updates!
 
billchase2 said:
Just tried to do this via chat but it says that no reps are available at this time. Sent a tweet to @ATTCustomerCare instead. Will post any updates!
Click to expand...

If you use the link at the beginning of this thread you should get through. I kept getting that too until I used the link.
 
Cougarcat said:
If you use the link at the beginning of this thread you should get through. I kept getting that too until I used the link.
Click to expand...

Thanks! Just made it in. Let's see how this goes...

----------

Got it via the chat:

The upgrade fees are standard fees that are charged to our customers at the time of upgrading. This fee helps us in assisting you with getting the newest equipment at the lowest possible prices as well as having it ready for you to use right away. As a one time courtesy I can apply the adjustment to the account however in the future it will be charged and it is a valid charge.​
 
XXXXXX: Good morning Ramel.
Ramel Adams: Hi, good morning also Mr. XXXXXX, thank you for chatting with AT&T today. I can help you with your question regarding the upgrade fee.
XXXXXX: Yes. I recently upgraded both of our phones to iPhone 5 and wanted to discuss with you receiving credit for the two $36 upgrade fees. I am a long time AT&T customer along with the rest of my family.
Ramel Adams: 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.
Ramel Adams: Let me check if there is something that we cam do with the upgrade fee Mr. XXXXXX.
XXXXXX: Thank you I appreciate that.
Ramel Adams: I will be waiving one of the upgrade fee per one time courtesy on your account. Is that okay?
XXXXXX: I would love to have both fees waived. I understand your explanation of the fee. However in this case I needed no special assistance with upgrading or returning my equipment. I also upgraded both phones at the Apple store, which did not tax AT&T's resources for the upgrade. All things considered, I feel that the fee is a bit excessive for my particular case as a customer.
Ramel Adams: I will have both fee to be waived as a one time courtesy. Next time there is an upgrade on your account it will be a valid charge is that okay?
XXXXXX: Thank you very much I understand.
Click to expand...

Just successfully had them remove both of my upgrade fees. Thanks MacRumors!
 
Thanks!! It worked for me! :)

did exactly what the 1st post says (thru their live chat) and got $72 (2 fees) credited back into my account within 2-3 minutes :)
 
I called and spoke to the retention center. After 2 hours of a heated debate I was able to get the upgrade fee waived. My price was $849.00 for the 64g. I am paying $399.00 plus the $35.00 fee. 3 months of data free and 3000 bonus mins.

I think that was worth the 2 hours of talk time
 
Well I've got to confess failure compared to everyone else here. I was speaking to a rep regarding another billing issue, when I requested the up-grade credit too. After conferring with her 'supervisor' I was only offered 1/2 credit of the upgrade fee, in other words, only $18.00. It's actually a bit more, since its a 'service credit' and tax was included. I didn't threaten to jump ship to Verison, and my account with them is since 2009. Guess that's all I'm worth to keep.

Well, better than nothing. I got a drawn out tale that it's Apples policy that was preventing her from doing more. Total bs, but I was grateful for what I got. She had also back-dated my international texting plan so I got a usage credit for that too.
 
Just got $192 refunded for 4 lines. Nearly 200 bucks for doing nothing. Way to go AT&T. :rolleyes:
 
My bill was about $50 higher than usual, because of the upgrade fee and some "prorated" plan charges (even though I didn't change anything on my plan). Just got it all credited via chat in about 5 minutes.
 
In my case, I should not have been charged an upgrade fee due to my premiere account status. The fee was credited off within the hour.
 
Just called them and asked to get mine and my wife's iphone5 fees waived and it worked. Big thank you to the op.
 
Worked for me!

Got my daughter's $36 upgrade fee waived without any question tonight. Thank you OP!
Jo
 
Just got my $36 fee waived as well, with no hassle.

Thanks OP. Wouldn't have thought to try something so simple as to "just ask" for fear of having to argue with them over it! :)
 
Worked

I cut and pasted the OP's statement and added that I had been a customer since 2003. After a few minutes looking at my account I got this as a response:

"Alright I do see that you have been with us since 2003 and good payment history, I can definitely take that fee off for you Mr. XXXX."

My only issue is that I acted too quickly and I'm getting the credit issued on this bill and the charge on next months bill the way the billing cycles fell - evens out at the end of the year I guess.
 
Just adding that I was also able to help my family get 3 more upgrade fees waived, for a total of 5 fees waived now because of this thread.

Thanks!
 
Just did it exactly as in the first post and the live rep told me that it doesn't show in my bill yet, but to contact them as soon as I see it in my next bill that he is putting a note for the credit.

Hopefully I will get the credit on my next bill. Thanks OP !
 
Just gave it another shot and was successful in getting two fees waived with little push back.

Stephanie J. Perryman : Hello! Thank you for chatting with AT&T today. I see you have a question about your upgrade fee today. I will be more than happy to assist you. While I am verifying your account, are there any other concerns about your wireless billing that you have?
XXXXX: no that is all.
Stephanie J. Perryman : Great! I am pulling up your account now.
XXXXX: Thank you.
Stephanie J. Perryman : Upgrade fees are standard fees, Mrs. Ward. Can you tell me why you feel this fee should be waived?
XXXXX: I have been with Att since 2003, and decided to stay even though both of my contracts were up. But instead of being reward for continuing to be a valued customer I was hit with upgrade fees.
Stephanie J. Perryman : I will look into this for you.
XXXXX: Thank You.
Stephanie J. Perryman : Ok, I can waive this fee for you. One moment please.
XXXXX: Thank you, i believe there are two one for each phone.
Stephanie J. Perryman : I have successfully credited your account for both upgrade fees.
XXXXX: thank yo so much
 
I never was able to get the blasted Chat link to work.

I called the CS number on my bill (the upgrade charge was on my bill that came over the weekend) and talked to a very pleasant & helpful rep who removed the $36 charge as a courtesy. While I was there, I dropped my grandfathered Unlimited Data Plan and signed up for Family Share 4GB Plan for two iPhones, saving 14.00/month on my bill & gaining tether ability. I use mostly wifi, anyway. I'm satisfied. :)
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back