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.

I only managed to get $57 waived for 2 phones. Not too bad but wish it could have been more.
 
Go ahead and add me. I called this morning and after a little resistance and a few uncomfortable pauses had my $40 upgrade fee waived.
 
I got my upgrade fee waived as I have done in the past with no problem via chat. I also got my 10GB overage fee of $15 waived also. I went over by 200MB's.
 
Copied pasted the OP and it worked flawlessly. Very easy way to save $40.
This was my second waived upgrade.
thanks!
 
Thank you for your patience! Your AT&T Representative will be with you shortly.

Welcome! You are now chatting with 'Agent'

Agent: Hi Matt, Good Morning! I see you have bill queries, I surely can assist you with the details ..

Matt: Hello Agent, I chatted with somebody a couple of weeks ago about the $40 upgrade charge for upgrading my device. I was told that because I was a long time customer they would waive the fee from my bill but we had to wait for the bill to post.

Agent: First allow me to say thank you for upgrading to a new phone and secondly thank you for being a loyal customer.. Please allow me to see the bill details so we can sort things out together.

Agent: I am sure you have the bill details on your end, do you ?

Matt: I do

Agent: Perfect! I see the $40 one time upgrade fee was charged for the line 3265.

Agent: This fee is fee is being charge to all customers who upgraded for a new phone and this allow us to cover the charges to get and promote more exciting devices. The only way this fee can be waive is when there is upgrade fee waiver from BNY Mellon Sponsorship which I will take a look .

Matt: Yeah, I don't care about AT&T promoting new devices. I bought my device and activated it through apple. I explained that I felt as if being charged $40 to sign on for another 2 year contract with AT&T was punishing a long time customer. I was told that it would be no problem to have it waived once the bill was available.

Agent: I see, Apple do not card about the employee discounts Matt but don't you worry because expectation was set by them that we can waive this, I will bend the rules by applying a one time courtesy credit for you..

Agent: Please allow me to apply the credit now so we can see that as a credit balance online after..

Agent: One sec please.

Matt: Thank you.

Agent: You are welcome matt, that is fine, I will go ahead and fight for this activity even if it lead me to lose my job, hopefully not ;-)

Agent: The credit has been applied. Please click on Myatt on top of the page and click on Overview to refresh the system and we should see the credit balance .

Agent: I will stay to be sure .

Matt: Looks good to me

Matt: Thank you Agent.
Click to expand...

lol... right.
 
Thanks to this thread, I've 'chatted' with AT&T twice and got my wife's contract terminated a year early so that she could upgrade to the iPhone6 and in a separate chat session, I got the upgrade fees waived for three lines (wife to 6, mother in law's new line for 5c, me to 6+) for a savings of $120!

Both instances, I was over the top polite about my request ('thanks for your help', 'AT&T is the best', etc., etc.).

I got a bit of resistance in the first chat session about going to the Next plan, but I told the rep that wasn't an option for me and that I'm only interested in a 2 year contract, blah, blah, blah. Eventually, they just ended her contract which effectively saved me $250.

The only resistance on the upgrade fees was the info that the upgrade fees are how they are able to offer the phones at discounted prices, etc., etc. I just explained that I was a long-time customer, never had asked for upgrade fees to be waived before, and that these were like the 7, 8, and 9th iPhones I have gotten through AT&T. The rep was very nice and waived the fees with no other questions asked.

Anyway, in summary, this thread saved me $320 and I could not be happier!
 
It was a breeze!!

Clicked on chat and filled in the customer info. Copied and pasted OP's statement in the question box. Then this:

Thank you for your patience! Your AT&T Representative will be with you shortly.

Welcome! You are now chatting with 'Alwyn'
me: Hello Alwyn

Alwyn Balanlayos: hi! Thank you for upgrading to a new device! May I know the make and model of your new phone?

me: It is an Apple Iphone 6 plus

Alwyn: Sweet!

me: Thanks

Alwyn Balanlayos: Let me check on the upgrade fee charge :)

me: Thank you.

Alwyn: You're welcome!

me: Its great. Love it.

Alwyn: That's nice!

Alwyn: Let me get an approval of waiving the upgrade fee from my manager.

Alwyn: don't worry I got your back on this :)

Alwyn: Let's wait for my manager's response. He's currently checking your account.

me: ok. no problem. hopefully you can do your magic!

Alwyn: Guess what?

Alwyn: My manager approved the one time adjustment of your upgrade fee! :)

me: YAY! (!)

me: Thank you so much!

Alwyn: You're welcome!

Alwyn: Let's see on your Overview page if the balance is updated

me: YUP... it worked

Alwyn: The magic worked! haha

me: Thank you so much Alwyn.

Alwyn: You're welcome!

Alwyn: Would there be anything else that I can help you with?
 
powaking said:
I only managed to get $57 waived for 2 phones. Not too bad but wish it could have been more.
Click to expand...

Log back into the chat and try a different agent. Tell them you're not happy about them not waiving the entire amount and considering a switch to T-Mobile, since you have to pay the upgrade fees anyway. Don't give up, people! Just keep trying different agents. Eventually you are wasting so much of their time it is cheaper to waive it and make you go away.

----------
420brady said:
The only resistance on the upgrade fees was the info that the upgrade fees are how they are able to offer the phones at discounted prices, etc., etc.
Click to expand...

This is the most BS statement I've ever heard, and they tried the same with me. I pointed out that my monthly subsidy is the reason for that, not the $40 fee. So the idea is that I'm paying $40 for the privilege of not paying more for the phone. What, you mean like $40 more??? How does that work exactly? :)
 
After chatting for over an hour and escalated to a supervisor, finally got AT$T to waive my two iP6+ upgrade fees of $80 :cool:
 
I upgraded 1 of my 3 lines to the iPhone 6. Picked up the phone at Best Buy and called AT&T yesterday after reviewing my bill. 1st representative wouldn't budge. Hung up and called again immediately. Got the $40.00 plus tax waived without any issues.
 
Called AT&T....

On Hold for 12 Minutes.

Spoke to rep for 10 min about waiving upgrade fee. He went into a long discussion on what the fee was for.

He mentioned that the $40 fee was used for SIM cards and number porting, employee commissions...etc. At the end of the conversation, he informed me that I had the option to switch to an AT&T next program.

I asked kindly to speak with his supervisor, and was informed that they were not able to take care of waiving fees any longer. I mentioned that I was a loyal customer of 8 years and never had a late payment, but that didn't seem to matter. After another 15 minutes of getting nowhere with the supervisor, I asked to speak to their supervisor. I was told that there was no one else to speak to and I would have to wait for a call back.

That was 45 minutes of my night. I got no where.

Then...I used the online chat.

Within 2 minutes, the support person waived my upgrade fee and was very nice to chat with!

This is what I had experienced with AT&T over the phone in previous years. It was great to speak with someone that understood immediately.

I guess it all depends on who you get on the other side, but this time the Online Chat worked for me.
 
Sure seems like chat is the way to go. It's funny how people have such different experiences with this. I'm planning on trying to ask for our upgrade fees to be refunded, but I'm waiting for the 11th when my Dad can finally upgrade his phone (then it will be 4 iPhone 6's and 1 iPhone 6+ in the family).
 
Woah I can still do this? IF so I'm getting on the online chat tonight. The switching of iPhones was a pain I was on the phone for an hour to get it activated on release day.
 
Persistance pays off

Thanks to all the people who posted their experiences! It really does work if you are persistent enough.

Three online chat sessions and 1 hour later, I was able to get 44.18 credited to my account for the upgrade fee.

Chat Rep 1: 45 Minutes of the generic spiel and she was only able to credit half the amount - $20. Would not budge. Took the $20.

Chat Rep 2: Tried to get the remaining $20 credited. Rep stated he could not credit the remaining $20 because I already had a credit on the account. I closed out of that chat.

Chat Rep 3: Asked me to explain the situation and I just told her that I would like the full $40 upgrade fee waived, as I've had friends and family who had the fee waived in full. Said I was not asking for anything more or less than what others have gotten and that I didn't want to feel any less appreciated as an AT&T customer, or half appreciated. She came back immediately and said the other half was now credited to my account.

Keep trying!
 
Just wanted to share my hilarious chat! After being denied by one rep, I exited the chat and got another one and she was awesome! $42.40 off! Thank you!


Thank you for your patience! Your AT&T Representative will be with you shortly.

Welcome! You are now chatting with 'Kyra G'

Josh: Hello! how are you? :)

Kyra G: Good evening josh I would be more than happy to assist you tonight no worries Iam here to help you ;) We can work on this together;)

Josh: Thank you! :) I have a university student fan discount and it was suppose to waive activation fees.

Kyra G: I understand Josh I will surely look over this for us May I access you're account please?

Josh: Yes you may, thank you very much!

Kyra G: You are more than welcome Josh My Pleasure.

Kyra G: I am seeing that you are receiving the discount.

Josh: I see that :) but I was told UoM fan also waives activation fees

Kyra G: Looking into this now for us.

Josh: Okay thank you very much! :)

Kyra G: You are very welcome ;)

Kyra G: I am seeing that you're discount does not apply to the activation fee Josh.

Josh: Hmm, I was under the impression it was. Is there a different fan I should be on? Is there any way I can have this fee waived just for being a long on time paying customer?

Kyra G: Looking into this now josh I understand where you are coming from :)

Kyra G: Looking to see I can do about this Josh.

Josh: Thank you very much! :) You're a life saver!

Kyra G: No worries Josh Captain ----KYRA G AT&T REPRESENTATIVE IS ON THE WAY

Josh: My hero :)

Kyra G: :D

Kyra G: Fixing this now Josh:)

Kyra G: Can you log in and out to see this change on your end?

Kyra G: log out and back in for me please:)

Josh: Okay

Josh: !!! Thank you sooo much! :)

Josh: You are the best!!!!!!!!!!!!!!

Kyra G: You are more than welcome Josh No worries :)

Kyra G: You are the best as welll :)))))))))))))))

Kyra G: Yayyyy

Josh: Is there any where I can go and submit an amazing review for your help!

Kyra G: :)

Kyra G: One second Josh :)

Kyra G: The system sends surveys to around 5% of customers and we have no way to determine which get one. If you do get one though, we would surely appreciate your feedback

Josh: I definitely will if I get one! Thanks!

Kyra G: You are more than welcome Josh Thank you so much I really appreciate this :)

Kyra G: You have a awesome weekend:)

Kyra G: Also thank you for chatting in with at&t tonight :D

Josh: Thank you again! You to have a great weekend being a hero! :)

Kyra G: ;)
 
Att +$40

ATT already paid bill with upgrade charge. Chat reversed upgrade fees. Very responsible, polite, and complimentary. Thanks for the tip, saved $40.

Had called ATT for previous generations and they were rude and full of excuses on why they couldn't waive the fee.
 
This is my third year getting my upgrade fees waived with no issue via chat. Got two waived on Friday and will chat again next month to when the next two hit my next bill.
 
Apparently she claimed there was an adjustment in the last 6 months but could credit me 20 bux (which could be true*). I'll take it. That's still 20 dollars less.

*Basically we don't technically live in some city they are claiming we should be paying a tax on top for but it's used in our address and we can't get them to concede there is no way we should be being charged the tax cause they keep pointing to our address. At best they said they'd waive it for us for a time period just to keep us happy. It was a while back (I thought like more than a year ago) that happened but not sure exactly when. It's not a large amount and more annoying just for principle (wasn't worth losing our plan though now I see T-mobile offers some decent plans that while not as good as what AT&T gives us for what we want if AT&T pissed us off enough would be worth going to).
 
Last edited:
Just got my fees waived.

image.jpg
 
I got both my upgrade fees waived a few days ago also with AT&T.
I told them they usually remove them for me since I been a longtime customer for over 16 years and always on time etc...
The rep transferred me to another guy and he went ahead and took care of it for me.
Pretty easy and simple.
 
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