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Contract ends 2 weeks after release, AT&T won't budge

M

mdwsta4

macrumors 65816
Original poster
Jul 23, 2007
1,301
175
The pre-order thread seemed to talk a lot about Next programs and people who bought the 5S and are looking to upgrade. I purchased the iPhone 5 at release and was looking forward to pre-ordering the iPhone 6 this Friday. Earlier today I called AT&T to make sure everything was ready to go when I was told I wouldn't be eligible for the upgrade until October 5th. The only way I could upgrade would be to A) pay full price or B) start using NEXT. They refused to budge on the fact that I'd be upgrading two weeks early!!

To a customer experience minded person this makes no sense. I've been with the company as a loyal customer for 12 years and I plan on sticking with them and signing a new two year contract. All I'm looking for is to upgrade 2 weeks early! Didn't think that would be a difficult request. As I'm grandfather'd into the unlimited plan even the supervisor that I spoke with said I should just stick with what I have.

Of course, the easy solution is to wait until the 5th and get a phone then, but if the past is any indication shipping times and availability will slip and I may be looking at the end of October instead of the end of September for a new phone.

I explained to the rep that if they're not willing to let me upgrade two weeks early I'm going to pre-order on Friday with Verizon and leave AT&T. He seemed unfazed by losing a customer who has been loyal to the company for over a decade.

Questions are... IS there anyway around this in order to pre-order on Friday with AT&T? If not, what are the best Verizon plans? They're website seems absurd to pick a decent plan from and if they're wireless customer service is anything like their internet service, I don't think I'll be happy with them. But the phone is unlocked (assuming it will be like in the past) so that leaves me more options down the road.

Also thought it might be possible to pre-order through Verizon, try out their service for a few weeks, and if I'm not satisfied return the phone and upgrade on AT&T after October 5th.

Any input or insight would be greatly appreciated.


Thank you
M
 
mdwsta4 said:
The pre-order thread seemed to talk a lot about Next programs and people who bought the 5S and are looking to upgrade. I purchased the iPhone 5 at release and was looking forward to pre-ordering the iPhone 6 this Friday. Earlier today I called AT&T to make sure everything was ready to go when I was told I wouldn't be eligible for the upgrade until October 5th. The only way I could upgrade would be to A) pay full price or B) start using NEXT. They refused to budge on the fact that I'd be upgrading two weeks early!!

To a customer experience minded person this makes no sense. I've been with the company as a loyal customer for 12 years and I plan on sticking with them and signing a new two year contract. All I'm looking for is to upgrade 2 weeks early! Didn't think that would be a difficult request. As I'm grandfather'd into the unlimited plan even the supervisor that I spoke with said I should just stick with what I have.

Of course, the easy solution is to wait until the 5th and get a phone then, but if the past is any indication shipping times and availability will slip and I may be looking at the end of October instead of the end of September for a new phone.

I explained to the rep that if they're not willing to let me upgrade two weeks early I'm going to pre-order on Friday with Verizon and leave AT&T. He seemed unfazed by losing a customer who has been loyal to the company for over a decade.

Questions are... IS there anyway around this in order to pre-order on Friday with AT&T? If not, what are the best Verizon plans? They're website seems absurd to pick a decent plan from and if they're wireless customer service is anything like their internet service, I don't think I'll be happy with them. But the phone is unlocked (assuming it will be like in the past) so that leaves me more options down the road.

Also thought it might be possible to pre-order through Verizon, try out their service for a few weeks, and if I'm not satisfied return the phone and upgrade on AT&T after October 5th.

Any input or insight would be greatly appreciated.


Thank you
M
Click to expand...

If you're on a grandfathered, unthrottled plan I say don't do it. Verizon is pretty expensive if you go heavy on data.
 
They won't budge because they want to force them into Next plan which is a rip off so AT&T doesn't have to subsidize phones anymore. Just go to Verizon instead and pay the tiny ETF. You are still better off
 
mdwsta4 said:
Questions are... IS there anyway around this in order to pre-order on Friday with AT&T?
Click to expand...

No, you signed a 2-year contract and are not entitled to anything until the contract is fulfilled.

mdwsta4 said:
If not, what are the best Verizon plans?
Click to expand...

IMO it's the $60 unlimited talk/text + 2gb.

mdwsta4 said:
Any input or insight would be greatly appreciated.
Click to expand...

Personally I'd simply wait the 2-weeks and not feel entitled to an early upgrade.
 
mdwsta4 said:
The pre-order thread seemed to talk a lot about Next programs and people who bought the 5S and are looking to upgrade. I purchased the iPhone 5 at release and was looking forward to pre-ordering the iPhone 6 this Friday. Earlier today I called AT&T to make sure everything was ready to go when I was told I wouldn't be eligible for the upgrade until October 5th. The only way I could upgrade would be to A) pay full price or B) start using NEXT. They refused to budge on the fact that I'd be upgrading two weeks early!!

To a customer experience minded person this makes no sense. I've been with the company as a loyal customer for 12 years and I plan on sticking with them and signing a new two year contract. All I'm looking for is to upgrade 2 weeks early! Didn't think that would be a difficult request. As I'm grandfather'd into the unlimited plan even the supervisor that I spoke with said I should just stick with what I have.

Of course, the easy solution is to wait until the 5th and get a phone then, but if the past is any indication shipping times and availability will slip and I may be looking at the end of October instead of the end of September for a new phone.

I explained to the rep that if they're not willing to let me upgrade two weeks early I'm going to pre-order on Friday with Verizon and leave AT&T. He seemed unfazed by losing a customer who has been loyal to the company for over a decade.

Questions are... IS there anyway around this in order to pre-order on Friday with AT&T? If not, what are the best Verizon plans? They're website seems absurd to pick a decent plan from and if they're wireless customer service is anything like their internet service, I don't think I'll be happy with them. But the phone is unlocked (assuming it will be like in the past) so that leaves me more options down the road.

Also thought it might be possible to pre-order through Verizon, try out their service for a few weeks, and if I'm not satisfied return the phone and upgrade on AT&T after October 5th.

Any input or insight would be greatly appreciated.


Thank you
M
Click to expand...

Can't you do an early or partial upgrade, where you pay $200 less than full retail? This option should be available after you complete the first year of your 2 year contract.
 
eagleglen said:
Can't you do an early or partial upgrade, where you pay $200 less than full retail? This option should be available after you complete the first year of your 2 year contract.
Click to expand...
I'm two weeks away from being able to do the early upgrade as I got one last year with the 5S. They wouldn't budge on that without me buying out the rest of my contract. I'm assuming the person in the chat didn't understand what I was asking for, he may have thought I was looking for a full subsidy. Being on an unlimited data plan didn't help my cause either lol.

When I got the survey text message I mentioned that I didn't like having to buy out my contract over 2 weeks and I got a text back stating I would get a phone call to talk about my comments. I ignored the call since I already decided to buy full price anyway instead of signing another contract and paying an upgrade fee
 
mdwsta4 said:
As I'm grandfather'd into the unlimited
M
Click to expand...

I too am grandfathered into the unlimited plan and was not interested in NEXT but after careful consideration and running the numbers, it's a much better deal for me.

No $40 activation fee
$25 discount each month on plan
Ability to upgrade every 12 months with no hassle
We never used more than 6 GB combined
Only sales tax out of pocket when I buy this Friday.
 
Just threaten to walk. I've done it before and they always cave. They don't want to lose your business (unless what you're demanding is ridiculous). People need to stop letting phone companies bully them. Threaten to walk, and if that doesn't work, then *actually* walk.


Edit: Didn't read that you told them to walk.

Walk.
 
Steviejobz said:
They won't budge because they want to force them into Next plan which is a rip off so AT&T doesn't have to subsidize phones anymore. Just go to Verizon instead and pay the tiny ETF. You are still better off
Click to expand...

So making you actually pay for a phone you're buying is a 'rip off'? I'm sure customers in other countries where they've had to do this for years are laughing at your sense of entitlement.

Paying the same fee for a line after you fulfilled the contract was actually a rip off.
 
eagleglen said:
Can't you do an early or partial upgrade, where you pay $200 less than full retail? This option should be available after you complete the first year of your 2 year contract.
Click to expand...

Why would anyone pay $200 extra just for getting the iphone 2 weeks early?
Really?
What's really 2 weeks to wait?

OP, call again and hope you speak to a better and more helpful rep.
I doubt they will let you go if you're a 10 year customer with no issues paying your bills in the past. Its nothing for them to let you upgrade a few weeks early.
Ask to speak to the retention department if you don't get anywhere with customer support.
 
mdwsta4 said:
To a customer experience minded person this makes no sense. I've been with the company as a loyal customer for 12 years and I plan on sticking with them and signing a new two year contract. All I'm looking for is to upgrade 2 weeks early! Didn't think that would be a difficult request. As I'm grandfather'd into the unlimited plan even the supervisor that I spoke with said I should just stick with what I have.
Click to expand...
Carriers want unlimited data plans gone. I think they'll put as many roadblocks as possible to get you to switch to tiered data plans.
 
If they move it up for you, do they move it up for every single customer that wants it? Where do they draw the line? What happens if you're one day over the line is that fair?

No it's not fair if they do this case-by-case, so the best way to make no exceptions. What you're asking for isn't fair to them are a business either.

I've been a customer since the old AT&T Wireless (Blue) days, but I never feel entitled to anything.
 
Applejuiced said:
You gotta bring your own device to get that price or buy the phone full price without "edge" payments included in your monthly bill.
Click to expand...
No, the $60 per month individual line includes subsidy. However, it's a limited time offer only and ends September 30, 2014. You have to order it from Verizon directly.
 
I think it depends on your account closing date. My contact ends the 15th, but my billing period began on about the 4th, and it immediately said on the 4th I was eligible for the 2 year upgrade.

You could buy a T-Mobile full price phone, and then sell the AT&T discounted one, once you can buy it on contract? Or can the T Mobile units not be used on AT&T?
 
powerbook911 said:
I think it depends on your account closing date. My contact ends the 15th, but my billing period began on about the 4th, and it immediately said on the 4th I was eligible for the 2 year upgrade.

You could buy a T-Mobile full price phone, and then sell the AT&T discounted one, once you can buy it on contract? Or can the T Mobile units not be used on AT&T?
Click to expand...

Yes, they can be used on AT&T.
The OP could buy one full price and then return it before the 2 week time period ends for a full refund and then get the subsidized one.
 
Applejuiced said:
Why would anyone pay $200 extra just for getting the iphone 2 weeks early?
Really?
What's really 2 weeks to wait?

OP, call again and hope you speak to a better and more helpful rep.
I doubt they will let you go if you're a 10 year customer with no issues paying your bills in the past. Its nothing for them to let you upgrade a few weeks early.
Ask to speak to the retention department if you don't get anywhere with customer support.
Click to expand...

I called retention 2x

Wouldn't budge

I am a 17 year customer
 
I would go into a corporate AT&T store. I can't imagine that they wouldn't make an exception, especially if you threaten to walk. Some of the phone reps aren't very flexible.
 
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