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ATT upgrade eligibility moved up
- Thread starter jblock
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I had been told that my upgrade would be changed from 11/25 to 10/25, but only at a corporate store. So, I went to a corporate store and they claimed they couldn't access that system. I called AT&T to complain. The woman I spoke with said the best she could do is pay my bill ($151). Then she transferred me to a supervisor. I got the right one! She authorized and ordered my iPhone 4S 32GB today at $299 with free shipping.
$299.99+ tax=$323-$151(my bill)=$175 Nice!
$299.99+ tax=$323-$151(my bill)=$175 Nice!
Got the credit...
Just wanted to add that I was able to get the $250 credit to offset the early upgrade fee. Here are the details:
I'm on a family plan with 5 people, I am not the account holder. On the account are all iPhone users, but different generations. The break is this (all phones were purchased on their respective launch dates):
iPhone 4 - eligible for update 02/25/2012 (me)
iPhone 4 - eligible for update 01/02/2012 (account holder)
iPhone 3GS - eligible for update
iPhone 3GS - eligible for update
iPhone 3G - eligible for update (had a 3GS, but it broke and had to use his old 3G)
So basically 3 phones eligible, 2 phones not (one of which is mine). I preordered my iPhone at Best Buy on October 7th. If you aren't familiar, the way the Best Buy preorder works is that you put down $50 (which goes toward the phone) and they look up your account information and determine what you are eligible for, but none of it is actually set it stone until you physically pick up the phone. No matter what you are able to preorder it, but how much you will ultimately pay will be determined on final purchase. For example, if I was lucky enough to have my eligibility update moved up, when I pick up my phone on Friday, it would just be $200 - the $50 down payment. So just an FYI about Best Buy's preorder policies for the iPhone.
Afterwards, I first called 611 from my phone that same day and tried getting the eligibility moved up. I only spoke with a CSR who was nice, sympathetic, but unable to do anything and I didn't push the matter any further. After reading through all 20+ pages of this thread, I determined that I would have better luck getting a credit because it really does seem that their hands are pretty tied with moving the eligibility date. (I know a few people have had their dates moved up, and in these situations, there is ALWAYS a way to override something, but if given the option to override a new policy and an alternative method, managers will chose the alternative method) Armed with that goal in mind, I called 611 again and just hit 0 and spoke with a CSR; very nice lady. Here's what I said:
I told her I broke my phone and wanted to replace it. I said I went into an AT&T store yesterday and they said I'd have to pay an extra $250 on top of the price of the phone to do that, a practice I had never encountered before. The salesperson told me it had to do with my upgrade eligibility, and I said that I didn't want to upgrade, I wanted to replace my broken phone. He said there wasn't anything he can do about moving the update eligibility up. So I left and thought about it, and decided to call to see if there was anything she can do about it.
She looked up my information and saw there were other lines available for upgrade and recommended that, to which I told her they were definitely updating their phones to the new one (true story) and again, I wasn't interested in updating, just replacing. She went on about wishing she could help but not really knowing what else she can do, and at that point I said that my problem is the $250, because considering the circumstances I shouldn't have to pay that. If there was a way to offset the cost, I'd be more than happy. She was very accommodating the entire time but was still unable to do anything herself, so she said she would get a hold of someone who could. I said that would be appreciated and she put me on hold for about 5 minutes.
Upon returning she informed me that she connected me with someone from the Customer Relations Department. I was very polite and he was also polite with me and he opened with a summary of my problem. I told him that was correct and kind of re-summarized everything also, but also adding that according to some math I did on hold, it would be cheaper for me to cancel my contract and get the iPhone with Verizon or Sprint. I said I didn't want to do that but it simply makes more sense to do that unless the price was offset in some way, either through credit or some other means. He responded back immediately that it would be no problem to offset the cost, but that unfortunately I would still have pay the $250 upgrade fee. I said that I was totally fine with that as long as I see that money back elsewhere. He said he was going to get that set up right away, put me on hold for about another 5 minutes, and came back letting me now the credit was on, effective immediately. He gave me a confirmation number and I also recorded the entire conversation.
I checked my account a few minutes later, and sure enough, the credit is there. I'm already preordered at Best Buy so all I have to do is pick it up, and yes, pay the "early upgrade fee" which is dumb, but it all works out in the long run. I don't think there's a particular formula to this, and it requires a little bit of luck, but I think the important thing is to be personable, but let them know exactly what your expectations are. Be open to alternatives because again, if this new policy is as strict as it sounds, they aren't going to want to mess with it. I am willing to accept credit because it is all the same to me. Yet, for people that simply don't have $450-$650 to spend on a phone, I can see how this option may not be a real solution. However, it worked for me from a dollars and cents perspective, which is all I cared about in the first place. Good luck.
Just wanted to add that I was able to get the $250 credit to offset the early upgrade fee. Here are the details:
I'm on a family plan with 5 people, I am not the account holder. On the account are all iPhone users, but different generations. The break is this (all phones were purchased on their respective launch dates):
iPhone 4 - eligible for update 02/25/2012 (me)
iPhone 4 - eligible for update 01/02/2012 (account holder)
iPhone 3GS - eligible for update
iPhone 3GS - eligible for update
iPhone 3G - eligible for update (had a 3GS, but it broke and had to use his old 3G)
So basically 3 phones eligible, 2 phones not (one of which is mine). I preordered my iPhone at Best Buy on October 7th. If you aren't familiar, the way the Best Buy preorder works is that you put down $50 (which goes toward the phone) and they look up your account information and determine what you are eligible for, but none of it is actually set it stone until you physically pick up the phone. No matter what you are able to preorder it, but how much you will ultimately pay will be determined on final purchase. For example, if I was lucky enough to have my eligibility update moved up, when I pick up my phone on Friday, it would just be $200 - the $50 down payment. So just an FYI about Best Buy's preorder policies for the iPhone.
Afterwards, I first called 611 from my phone that same day and tried getting the eligibility moved up. I only spoke with a CSR who was nice, sympathetic, but unable to do anything and I didn't push the matter any further. After reading through all 20+ pages of this thread, I determined that I would have better luck getting a credit because it really does seem that their hands are pretty tied with moving the eligibility date. (I know a few people have had their dates moved up, and in these situations, there is ALWAYS a way to override something, but if given the option to override a new policy and an alternative method, managers will chose the alternative method) Armed with that goal in mind, I called 611 again and just hit 0 and spoke with a CSR; very nice lady. Here's what I said:
I told her I broke my phone and wanted to replace it. I said I went into an AT&T store yesterday and they said I'd have to pay an extra $250 on top of the price of the phone to do that, a practice I had never encountered before. The salesperson told me it had to do with my upgrade eligibility, and I said that I didn't want to upgrade, I wanted to replace my broken phone. He said there wasn't anything he can do about moving the update eligibility up. So I left and thought about it, and decided to call to see if there was anything she can do about it.
She looked up my information and saw there were other lines available for upgrade and recommended that, to which I told her they were definitely updating their phones to the new one (true story) and again, I wasn't interested in updating, just replacing. She went on about wishing she could help but not really knowing what else she can do, and at that point I said that my problem is the $250, because considering the circumstances I shouldn't have to pay that. If there was a way to offset the cost, I'd be more than happy. She was very accommodating the entire time but was still unable to do anything herself, so she said she would get a hold of someone who could. I said that would be appreciated and she put me on hold for about 5 minutes.
Upon returning she informed me that she connected me with someone from the Customer Relations Department. I was very polite and he was also polite with me and he opened with a summary of my problem. I told him that was correct and kind of re-summarized everything also, but also adding that according to some math I did on hold, it would be cheaper for me to cancel my contract and get the iPhone with Verizon or Sprint. I said I didn't want to do that but it simply makes more sense to do that unless the price was offset in some way, either through credit or some other means. He responded back immediately that it would be no problem to offset the cost, but that unfortunately I would still have pay the $250 upgrade fee. I said that I was totally fine with that as long as I see that money back elsewhere. He said he was going to get that set up right away, put me on hold for about another 5 minutes, and came back letting me now the credit was on, effective immediately. He gave me a confirmation number and I also recorded the entire conversation.
I checked my account a few minutes later, and sure enough, the credit is there. I'm already preordered at Best Buy so all I have to do is pick it up, and yes, pay the "early upgrade fee" which is dumb, but it all works out in the long run. I don't think there's a particular formula to this, and it requires a little bit of luck, but I think the important thing is to be personable, but let them know exactly what your expectations are. Be open to alternatives because again, if this new policy is as strict as it sounds, they aren't going to want to mess with it. I am willing to accept credit because it is all the same to me. Yet, for people that simply don't have $450-$650 to spend on a phone, I can see how this option may not be a real solution. However, it worked for me from a dollars and cents perspective, which is all I cared about in the first place. Good luck.
Just wanted to add some encouragement here. I was able to get a $275 credit after many many calls. It is possible, just keep at it. They also did confirm they can change eligibilty date if needed so keep at it if that is your goal!
Now the only trouble is standing in line to get a 4S on launch day!
Now the only trouble is standing in line to get a 4S on launch day!
One more word of encouragement:
I was a 1st day recipient of an iPhone 4 last year, and my total wireless bill was below $100/mo; my upgrade eligibility date was 11/19/11. A 64GB 4s would run me $649 before then.
I called AT&T customer service on Friday, asked for my eligibility to be advanced so I could preorder... the service rep said it couldn't be done (as expected), so I asked for a manager or supervisor. A 'resolution specialist' took the call and after I reiterated my request to him, he filed a request to override the current eligibility date and told me that I would be notified within 48 hours that the process was complete.
I think the weekend had something to do with the delay, but as of yet I haven't received the TXT notification I was expecting. Despite that, as of this morning both AT&T and Apple show me as eligible for new-contract pricing with no upgrade fees. I placed my preorder today and now I just have to wait for stock to become available.
I was a 1st day recipient of an iPhone 4 last year, and my total wireless bill was below $100/mo; my upgrade eligibility date was 11/19/11. A 64GB 4s would run me $649 before then.
I called AT&T customer service on Friday, asked for my eligibility to be advanced so I could preorder... the service rep said it couldn't be done (as expected), so I asked for a manager or supervisor. A 'resolution specialist' took the call and after I reiterated my request to him, he filed a request to override the current eligibility date and told me that I would be notified within 48 hours that the process was complete.
I think the weekend had something to do with the delay, but as of yet I haven't received the TXT notification I was expecting. Despite that, as of this morning both AT&T and Apple show me as eligible for new-contract pricing with no upgrade fees. I placed my preorder today and now I just have to wait for stock to become available.
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just out of curiosity, maybe those of you that work at at&t know... what happens in the system if you return an "early upgrade" android phone? does your eligibility date remain eligable or does it revert back to where it was before you were given an early upgrade? aka since they can give you an early upgrade on any phone but the iphone what stops people from takign that offer on an android or bb and then returning it for a 4s?