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Carrier AT&T get your upgrade fees waived.
- Thread starter Captainobvvious
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Just had my fee waived thanks to the OP for this thread, i just copied and pasted what he wrote and they didn't even hesitate waive it.
I was able to get the $36 waived. However, I had to return my 5s due to signal problem and was able to pick one up at my local Apple store (didn't want to wait another 2-3 weeks this time). My upgrade eligibility has been updated from 9/20 to 10/20/2015 (the date I took the replacement). Does that mean ATT will charge me another $36 since essentially I had cancelled the first 2 year contract and committed to a new contract on 10/20? If so, am I in the position to ask for the waiver since they did waive it the first time (granted they said it was a one time courtesy)? After all, it's really the same upgrade but just switching phones. Does anyone has experience in this? Thanks!
Had no luck on my account, we have a total of 8 iDevices and they kept saying they cant do anything, unless we were AT&T next customers.
Stick with it everyone....tried first by phone, then by chat a week ago and was shot down...tried again yesterday via chat and got both iPhone upgrade fees ($72) waived with nary an argument from the agent - smooth as glass....it's amazing how the chat sessions can be so different depending on who's at the other end.
I had a similar situation happen to me. I purchased a 5s from Apple and the battery life was horrible (this was a new AT&T line that was opened) and I returned it, and the only way to get a new one was to then open up another line. I was charged two $36 activation fees by AT&T. I tried to explain to them that all I wanted to do was make an exchange, but that was impossible since the Apple store didn't have the phone in stock. After a couple of calls to customer service, I was able to get both $36 fees waived by requesting to speak to a manager. You'll probably have to call more than once because they'll just keep stating that it's a valid fee; blah, blah, blah.
Just failed even after I threatened to take 3 lines elsewhere as soon as the contracts were up. I'll try again tomorrow.
my experience in a phone return was that they did charge me for 2 $36 fees, one of them was automatically reimbursed. The other, no matter how hard I tried, would not get waived... stating it was new policy to not waive the $36 fees. I tried several times (this was back in February) and finally gave up.
Score! 2 lines waived.
I did get this line first though:
"All Reps from AT&T have been trained and told over again that we are not to waive upgrade fees unless there was an AT&T error. I will take a look at your account to see if I can do it for you but I do have to explain that upgrade fees are valid are are normally not waived less there was an AT&T error. 1 moment please."
Then I was told they could only waive one fee, but she came back and said she got approval to waive both.
I also got a few smiley faces along the way, so at least the rep was friendly!
I'm glad they waived them, but the upgrade fees are pretty damn ridiculous.
I did get this line first though:
"All Reps from AT&T have been trained and told over again that we are not to waive upgrade fees unless there was an AT&T error. I will take a look at your account to see if I can do it for you but I do have to explain that upgrade fees are valid are are normally not waived less there was an AT&T error. 1 moment please."
Then I was told they could only waive one fee, but she came back and said she got approval to waive both.
I also got a few smiley faces along the way, so at least the rep was friendly!
I'm glad they waived them, but the upgrade fees are pretty damn ridiculous.
Just got my bill so was going to ask to waive the fees, but my account shows my contract is up and I am upgrade eligible... so I'm not rocking that boat!
I chatted with AT&T today and ultimately got $36 + tax deducted from my account. But this interchange was telling:
To which I replied:
By the way, the rep made it sound like the only reason I got the fee waived was because it was a condition of my corporate discount.
While checking on it for you. Please allow me to explain that we are charging upgrade fee because it allows us to assist customers with recommending new equipment, answer questions around special offers and discounts, providing assistance with the upgrade process if needed, and ongoing support. 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.
To which I replied:
By the way, the rep made it sound like the only reason I got the fee waived was because it was a condition of my corporate discount.
Looks like you were kind of a prick to the reps instead of being nice about it. Companies want to make money, you attack them on profits and they go defensive instantly.
I chatted with a CSR rep yesterday afternoon. It took a little bit more of an effort on my behalf since I told the CSR I practically paid full price for my 5s, so it was ridiculous that I'm being charged $36 on top of $480 I already spent on the phone (although after selling my 5, I only had to put $100 out of pocket for the 5s). The CSR talked to her Supervisor, and said that since I'm a "valuable" AT&T customer, they would waive the $36 fee as a one time courtesy. She proceeded to immediately take the charge off my bill.
I was able to get 3 lines waived after chatting with 4 different reps online, 1 being a supervisor (who was an a$$).
It was not easy, especially compared to previous years which I've always done it. The final rep would not do it at first until she gave that reason upgrade fees being "recommendating equipments/provide upgrade assistance" in which I said they don't apply to me. It was tough.
Just keep trying...
It was not easy, especially compared to previous years which I've always done it. The final rep would not do it at first until she gave that reason upgrade fees being "recommendating equipments/provide upgrade assistance" in which I said they don't apply to me. It was tough.
Just keep trying...