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Carrier AT&T get your upgrade fees waived.

Mark me down as the fee being waived.

Initially this was their response:

I understand how the fee can seem inconvenient as I am a consumer as well. However, the upgrade fee is a standard fee and not authorized to be waived for any reason except for AT&T error. We do appreciate your loyalty and the new contract that you have signed. Because of the contract and this fee, we are able to offer devices at a highly discounted rate. Without the fee, you would have paid $649.99 for the 16GB version, $749.99 for the 32GB version, and $849.99 for the 64GB version, for the iPhone 5.

Me: While I understand the discount, I do also understand that I was given a choice and sincerely considered switching to another carrier during my upgrade process. While I'm very well aware that this fee is being waved for others, I'd like to think that my 7 years of on-time and (primarily) early payments would be taken into consideration with this fee. I'd like to believe that my loyalty to AT&T is of some value.

They then agreed to waive the fee as a one-time only deal.

For what it's worth, I did consider switching but didn't want to deal with the hassle as AT&T isn't that bad in my area. I'm happy. Thanks for the heads-up OP!
 
Confirmed

I had to refresh as well, likely due to high volume.

I asked for a credit and was given a credit with no hassle. Thanks OP.
 
I literally copy and pasted what the OP said and the response from the chat was "Thank you for being a loyal customer since 2004 and continuing business with AT&T I would be happy to waive this fee for you now."

This is great
 
I got my activation fee waived, but they wouldn't let me upgrade my other line earlier (06/2013). I already get a 22% "national discount" so maybe that's why they're not budging as much.
 
I only got one line waived the first time instead of two. Was anyone able to get a 2nd line waived after doing another chat?
 
Hi, my fee was waived via online chat.

Thanks for the heads up!

----------
Lienutus said:
I literally copy and pasted what the OP said and the response from the chat was "Thank you for being a loyal customer since 2004 and continuing business with AT&T I would be happy to waive this fee for you now."

This is great
Click to expand...

LOL! Same here! We copy pasted, so did they!
 
I'm guessing that if we plotted all of these attempts, there'd be a strong correlation between years of being an AT&T customer and success rate.
 
Just finished the live chat and was able to get both my wife and I's upgrade fees waived. $72 in savings!
 
How are you chatting live. Doesnt give me an option for Wireless. Just internet voice, and u-verse
 
I asked for the $250 early upgrade fee to be waived, but they told me they couldn't do it, but that they could waive my $36 activation fee. Better than nothing, I suppose!
 
Be polite and don't give up! Customer service can be a really hard job, so don't make it harder by going off on them, you'll gain nothing.

You are now chatting with 'AT&T '

AT&T : Thank you for chatting with AT&T today. I will be more than happy to assist you today with your upgrade fee questions. It's my priority to resolve this today and to respond to any other questions you may have for me today.

Me: Good morning. I just bought an iPhone 5 on Friday and signed a new 2 year contract. I was hoping I could have my upgrade fee waived or credited to my account since I'm not upgrading from anything.

AT&T : The upgrade fee applies because you upgraded to the iPhone 5.

Me: I don't understand why. I owned my old phone outright and was a month-to-month subcriber. I basically bought the iPhone 5.

AT&T : You are required to pay the upgrade fee when upgrading your device at any time. The iPhone 5 was not bought at full retail price.

Me: Well that's disappointing as there are many many people posting online that have gotten credited that are in the same situation as me.

AT&T : I apologize as we were informed of that in which people are not getting a credit.
AT&T : And all situations are not the same.

Me: Can you explain why then that I am paying this fee? What is it for? Why do I have to pay an upgrade fee for the priviledge of being locked into a 2 year contract, and paying for a new phone?

AT&T : 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.
AT&T : This is our policy.

Me: I have never used any of those services
Me: I will be considering returning my phone now and cancelling my contract since there was nothing wrong with my old phone and month-to-month service.

AT&T : You have new equipment so yes this appies to you.

Me: Yes, it's new equipment. It's not upgraded equipment from an in-contract upgrade phone.
Me: So you're saying that if I was a brand new AT&T customer, and my first phone was an iPhone 5, and I signed a brand new 2 year contract, then I would not have an upgrade fee?

AT&T : One moment please.
AT&T : Are you still in this chat session with me?

Me: Yes I am.

AT&T : Ok, I can put in a one time credit for you due to your good payment history and the history of your account. One moment please.

Me: Thank you very much, I appreciate that.
Me: Ok, that is fine. I saw it during checkout when I ordered through the Apple Store and it didn't make any sense to me. Thank you for your time and for checking on that for me. Have a stellar week.

AT&T : I am now checking to see if it was added to your order. One moment please.

Me: Ok

AT&T : Ok, it was set up to be billed to your next bill. I have put in a waiver to waive the fee so you will not be charged the upgrade fee.
AT&T : Is there anything else that I may assist you with today?

Me: Great! Thank you very much for your help. That is all today

AT&T : You're very welcome.
AT&T : 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.
 
I just sent an email to AT&T and asked to have the fee "credited". Someone else mentioned using the word credit instead of waive because they couldn't waive the fee.

But they replied to the email and said they would do a "one time" credit for this. So it saved me $36.

However my room mate sent the exact email (copied and pasted) and they denied him. I told him to resend it and try again.
 
This thread needs to die

While I understand the OP's original intention of making this thread, it has now gotten to the point where somebody from AT&T could come across it and with a quick memo, this whole upgrade fee waiver thing will be squashed. Some things are better left unshared on the internet. If you have to do it to help others, just share it with your friends and close circle through word of mouth. Threads like this can go viral and then everybody stands to lose.

Disclaimer: I got my fee waived too, but not because of this thread (I only saw it today). I just asked AT&T if they could do it because I was a long term customer and they obliged. Sometimes you just have to ask. But if they figure out that everybody is doing it, I am sure pretty soon none of us will have it.
 
Asked verbally when I did my AT&T activation, had to reset my text plans to what I had before the order, and while I was on the phone with the super-friendly and super-helpful guy, I asked about getting the activation fees waived (2 phones, premier) for being a loyal customer, he said he'd check if he could credit them, said yes, this time only, and voila, done. Couldn't have been happier with the whole process.
 
Tried twice with AT&T premier chat. both times shot down and given this excuse:

I do apologize for the inconvenience, Eric but it will really depend on your company offers. I do suggest that you view your Online Offers. We appreciate your business with AT&T and would hate to lose you as a customer over this. Before you cancel, please contact Customer Care to discuss any other options that may be available to you as a loyal customer. You may reach them at 1-800-331-0500.
 
fees waived here.

AT&T Rep: Hello, Mr. Customer.

AT&T Rep: Thank you for visiting AT&T Live Chat and completing the pre-chat survey. I can help resolve all your questions for you today regarding upgrade information and make sure that you are getting the best value for your service.

AT&T Rep: How can I help?

Customer: Good afternoon. I recently signed a 2 year contract extension and upgraded both my lines to new iPhones. I was hoping I could have my upgrade fees waived or credited to my account.

AT&T Rep: Thank you for your upgrades and contract renewals.
Customer: after careful consideration to switch to Sprint or Verizon, I decided to stick with AT&T and their excellent service

AT&T Rep: 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. What is the reason that you are requesting the upgrade fee waivers today?

Customer: A couple of reasons. I have been a loyal customer since 2007 and have expanded my service from one to two lines over that time. When my new iPhone came last Friday, there was a problem with the SIM card that prevented activation and after a 45 minute chat with customer service, they failed to solve my issue and I had to visit multiple AT&T stores before finding a replacement nano SIM card.

AT&T Rep: I can definitely understand your concerns on the inconvenience. I would be frustrated also.

Customer: The upgrade of both lines also caused something funky to happen with my contract and I had to call in and have it fixed after getting notifications of data overages after only having the phone two days

AT&T Rep: I can definitely issue an adjustment.

AT&T Rep: You have also been a long time customer, it is appreciated.

Customer: I appreciate the customer service I've received from AT&T over the last five years

AT&T Rep: Your new account balance is $126.78.

Customer: Thank you so much

AT&T Rep: You are able to check this updated balance via *BAL# or 611 from your device as well as your MyAT&T account. Our smartphone users can use the myAT&T Mobile App.

AT&T Rep: You may need to log out then back in for the online balance to update.

AT&T Rep: You're welcome.

AT&T Rep: Anything further today, Mr. Customer?

Customer: That will be it! thank you again

AT&T Rep: Have a great day, Mr. Customer. Enjoy your new phones.

AT&T Rep: 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.
 
Called and the guy initially said no, but then he said he would check my account and put me on hold. He came back saying yes to waving my fee. $36 credited. :) thanks everybody
 
Thanks!

Jarrett Borg: Thank you for calling AT&T my name is Jarrett. I can help you with your upgrade inquiry Alfred.
Jarrett Borg: Please allow me a few moments.
xref: Ok.
Jarrett Borg: I appreciate your patience.
Jarrett Borg: I have waived the $36.00 upgrade fee as a one time courtesy. You will see the charge and credit on your next bill.

Thanks guys!
 
Done deal - credited the $36.00.

You are now chatting with 'Joy'

Joy: Mr. *****, thank you for chatting with AT&T. I can help you with activation 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 as I have been a loyal customer for several years now.
Joy: Let me check.
Joy: To be honest, it says here not to waive the upgrade fee.
Joy: What I will do is to still give you an adjustment of $36.00
Joy: But you will still see the charge on your next invoice.
Me: That sounds OK to me.
Joy: I'll note everything. Instead of giving you the adjustment on your next bill, that will take effect today on your current balance.
Joy: Right now, you don't have any balance.
Me: A credit next bill will be ok as well, or to go negative balance is OK.
Joy: Done with it. Balance is $-36.06.
Me: Ok, thank you very much, I appreciate that.
Me: Have a nice rest of the day!
 
Oh and I just copy/pasted the OP's original chat message: "Good morning. 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."

I know, I'm lazy.
 
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