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Carrier AT&T get your upgrade fees waived.

Arlighty, finally got one guy, Jeffrey D..."something" (off chat), to waive one $36 fee for me:D

I'll try next month for when my other $36 fee shows up.
 
I've been reading the posts and seen AT&T waive 4 lines of fees worth $144.. If I'm a brand new customer will they still waive 4 lines of fees? Or give me some sort of credit?
 
Success

Just finished chatting with AT&T. Here's my log. In short, after playing hardball they credited $36 back to my account. Thanks for your advice!

=========
Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Neville Matthew'

Neville Matthew: Hello Mr. Smith, My name is Neville Matthew I can assist you with your question about your upgrade fee.

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.

Neville Matthew: Please allow me 2-3 minutes to gather information so that I may better assist you.

Me: Okay, thanks!

Neville Matthew: The $36.00 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, but I purchased my phone through Apple, so the upgrade went through them.

Neville Matthew: I understand, But the fee is standard and we do not waive them.

Me: Ok, I understand but when I ordered through the Apple store there was no mention of an upgrade fee. Also I've been with AT&T for a long time now, and as a loyal customer I would really appreciate a refund/credit on the $36. I have never had a late payment in the 9 years I've been with AT&T.

Neville Matthew: Okay, I will remove the upgrade fee as a courtesy, Okay?

Me: Thank you so much! I really appreciate it.

Neville Matthew: Thank you for your patience, You can view your new balance by dialing *bal# from your phone, Is there anything else I can help you with?

Me: No, that was it. Thank you.

Neville Matthew: I am so glad I was able to assist you. Please take the time to complete the survey at the end of the chat.

Cesar Smith: Sure.

Neville Matthew: Thank you.

Neville Matthew: 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’s Support Chat. Please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback.

Chat InformationChat session has been terminated by the site operator.
 
Loving AT&T Even More!

Worked for me too! ...wish I'd known about this years ago...

I called AT&T to see if I could give my iPhone 4 to my mom on Verizon (you can't), and thought it couldn't hurt to ask. She said the same thing others have noted here; that it was a 1-time thing, but since I was a longtime customer with great payment history she would refund the $36 upgrade fee.

Apparently I'm one of the few that thinks AT&T is SO much better than Verizon (spent 14 years w/Verizon), and this continues to confirm it!

Thanks for this posting too - I never would've asked otherwise. :)
 
Add another success story. I tried the chat method ~3wks ago when I first received my phone, and got a hardlined chat rep.

Tried again this afternoon out of sheer boredom (or perhaps work procrastination), and Kevin Fox waived/credited the fee without a second glance.

$36 + tax to be credited :)
 
It worked for me :D. I tried the chat but it wasn't available so I called the 1-800-331-0500 for assistance. After about a 6 minute wait (2pm PST), an AT&T customer support rep gladly said 'it would be no problem to waive my $36 upgrade fee'. However, he said their system was done and would call right back in about 2 hours to complete the transaction...:p
 
I just got my fee waived too. There was a mistake on the bill, which had $72 instead of $36, but the online chat person waived the $72 plus tax. The bill was instantly updated, which I confirmed by dialing *225#.

Thanks!!
 
I spoke with a rep yesterday and I asked her to waive all 4 and she stated she could only waive 2 of my fees. About to give it go again and see if I could waive the other 2 as well.
 
Thanks for sharing this tip. Just called AT&T and got my $40+ refunded back to me ($36+taxes). I'll drink to that! :)
 
I called and asked to be transferred to a supervisor. Through some talking and "threats" of leaving, they gave in somewhat. I wanted to see if they could give me a $250 credit before I purchased my phone. They couldn't override the system as system, they said. Instead, they gave me $100 credit/waiving my bill and waived the $36 upgrade fee. So, that extra $250 that seem too bad now.
 
I wonder if AT&T will give me a complete $250 credit when I complete the iPhone 5 upgrade. They only gave me $100 considering that I haven't upgraded yet and they couldn't move an upgrade date so far away (6/2/2013) or change a price since it's controlled by Apple. The supervisor wanted to set up a date/time to give me a call back to make sure the credits made it, including the $36 activation.
 
Used the online chat, they denied me initially stating it was standard fees. Responded with being a loyal customer blah blah blah, and they agreed to waive it this one time.:)
 
They said I didn't qualify since I have a corporate discount - I'm still trying to egg them on. He's asking a manger now for an override.

----------
droeun said:
They said I didn't qualify since I have a corporate discount - I'm still trying to egg them on. He's asking a manger now for an override.
Click to expand...

Ok so they offered to credit one of them - better than nothing I guess :)
 
Booo.... I must suck. Tried all the suggestions. This is after being denied on the phone.

Please wait for a site operator to respond.

You are now chatting with 'Asia Williams '

Asia Williams : Mr. Shepherd,Thank you for chatting with AT&T today. My name is Asia I can definitely assist you with waive upgrade fee.
Chris Shepherd: Thank you. I recently bought 2 iPhone 5s at an AT&T store and went to pay my bill and noticed the upgrade fee. I'd like to have this waived.
Asia Williams : Okay and may I ask why you would like a standard fee waived?
Chris Shepherd: I've not seen it before, and we had several issues in store that took almost 2 hours to get the phones setup
Asia Williams : I see and I do apologize for this, however I have to educate you on why we charge this fee just a moment.
Chris Shepherd: Ok
Asia Williams : 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 14 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.
Asia Williams : Please read and just a moment about waiving the fees.
Chris Shepherd: Understood.
Asia Williams : Great just a moment.
Asia Williams : I do apologize but I can not waive the fees based on the reason that you gave.
Chris Shepherd: I think that purchasing 2 phones for over $1000 at an AT&T store, and having issues getting them setup, in addition to being a long time customer is a valid reason. Is there someone else that can look at my account?
Asia Williams : Yes I do agree, you could call in to speak to a manager on I can direct you to one
Chris Shepherd: Can you please direct me to one?
Asia Williams : Sure however please be advised that you have a better chance of getting the fees waived if you call customer care and speak with one ,or the call the store and they may be able to.
Asia Williams : Would you still like to speak to one in chat today Mr. Shepherd?
Chris Shepherd: Let me try chat first. Thank you.
Asia Williams : Okay just a moment.
Please wait while I transfer the chat to 'Christopher Greene'.

You are now chatting with 'Christopher Greene'

Christopher Greene: Hello, Mr. Sheperd. My name is Christopher and I am a supervisor with AT&T. I am more than happy to explain the upgrade fees.
Chris Shepherd: Thank you. I do understand the fees, but in my situation we purchased in an AT&T store, spent over $1000, and being long time AT&T and iPhone customers don't use any of the support services.
Chris Shepherd: I respect the intent of the fee, but feel as a good customer who chose to stay with AT&T and buy your highest end phone from AT&T it is a fee that gives a bad impression
Christopher Greene: The fee is not just for support services Mr. Sheperd. The general cost of an upgrade alone is much more than $36. It also helps defray the costs of the discounted pricing. I understand you may have spent $1000 but if you purchased the phones at no commitment pricing you would have paid at least double that and there would be no upgrade fee.
Christopher Greene: We definitely do want to assist our customers with having the latest and best phones available but in order to offer such great deals and process the upgrades these fees are required.
Chris Shepherd: I also have a 2 year contract that was renewed for the upgrades. Being in a company that uses AT&T heavily I am aware that many people who have spent less and been shorter term customers have had this fee waived. This is disappointing and will definitely weigh into my future phone decisions.
Christopher Greene: I cannot account for other customers who have or have not had their fees waived nor would I be able to discuss their account specifics. Adjustments on standard fees such as the upgrade fee are not based on factors as you have suggested. We adjust this fee if it was an AT&T error that it has been billed.
Chris Shepherd: Thank you for your time. Please make sure the information is passed up that the inconsistencies on this fee and the high cost of it will lead some customers to make different decisions in the future.
Christopher Greene: We do take your opinion seriously and I appreciate your feedback in this matter. That will certainly be noted and I am sorry but as of now the fee remains a standard fee that is not negotiable. Is there anything else that I may be of assistance with today?
Chris Shepherd: No that is all for today.
Click to expand...
 
Wow...I feel lucky! :D

I chatted with someone named Tyrone. Asked if they could be waived. He said, wait minute while I check. Maybe 90 seconds past...

"All set, I waived your fees. You should see it posted in about 48 hours. Can I help you with anything else?"

Done!
 
got waived for both of my lines.

I am customer for last 4 years, if this makes any difference.
 
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