Getting AT&T to waive Activation fees...

[vahighland]

Wow, I just had a pretty bad experience with Chat. They lost me over $36 and I've been a customer for 4 years. I spent 1/2 chatting. It probably cost At&t more money for the customer service call than if they waived the fee. The names have been removed from the chat session:

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

All AT&T Representatives are currently assisting others. Thank you for your patience. Your AT&T Representative will be with you shortly.

Welcome! You are now chatting with 'CSR1 '

CSR1 : Hi Michael! I'd be more than happy to walk you through upgrading to the 5S today .

CSR1 : Once we've selected "Check Upgrade Eligibility", please locate the upgrade eligibility information for the device, then select "Upgrade".

Michael: I started to go through the Upgrader process. I am eleigible for an upgrade; however, there a few things about that the upgrade process

CSR1 : I'd be happy to help with any questions regarding upgrading. What can I help with?

Michael: It appears that my 'unlimited' plan will be preserved, but it's not clear whether my $5 text messaging plan will continue

CSR1 : Is the messaging plan showing on the list of plans to select, or is there an options to select "No Change"?

Michael: No, it's not. Nut neither is the Unlimited plan. That's what I want to confirm. I want to confirm the following:

Michael: 1) The Unlimited plan, which is not available anymore is preserved

Michael: 2)The $5 text messaging plan, which is not available anymore is preserved

Michael: 3) The FAN discount 25% is preserved

CSR1 : The FAN code will definitely remain on the account. As for the plans, do we see an option to select "Next" without selecting new plans?

Michael: Yes

CSR1 : Awesome! Please select "Next" without selecting any new plans. What this should do is leave the current plans on the account.

Michael: This is where I hesitate. Two years ago, I had upgraded from the iPhone 3 to a 4s. In going through the process, I was told that

everthing would be preserved including the $5 text messaging; however, that was not the case.

Michael: I ended up having to call At&t several times to get this cleared up. I would like double...make that triple confirmation (perhaps from a

supervisor) that my $5 text messaging plan will be preserved

CSR1 : I can definitely get you over to my supervisor to have them review the upgrade process with you and to confirm whether the plans would 100%

be preserved. It will take just a moment to connect you with them.

Michael: Great, thx

CSR1 : You're most welcome Michael! Please allow just a moment for the connection to take place, and have a wonderful day!

One moment while I transfer the chat to 'CSR Supervisor'.

Welcome! You are now chatting with 'CSR Supervisor'

Michael: ok

CSR Supervisor: Hello Michael I see that you are planning to upgrade your device and you are concerned that the plan will change, I am here to

assure you that you can keep the plan you are on as long as you want to, an upgrade will not affect that.

Michael: Thanks for the confirmation

Michael: The other thing is that I would like the Upgrade dee $36 to be waived. As you you can see from my history, I have been with At&t for a

long time with stellar payment history

CSR Supervisor: No problem, may I ask where you are going to be upgrading?

Michael: I was trying to do that online. Do I have other choices?

CSR Supervisor: The upgrade fee is a standard fee that can not be waived unless the FAN discount on the account waives the fee, let me take a look

at your FAN to see id it waives it

CSR Supervisor: I do apologize, but your FAN does not waive the upgrade fee.

CSR Supervisor: The iphone5s is 199.99 with an upgrade and standard upgrade fee

CSR Supervisor: That is a large savings from the full retail value price.

Michael: But, I know that you can. Again, I have been with At&t for many years with stellar payment history. Also, I can go with Verizon for no

activation fee.

Michael: The $199.00 is the standard cost from all the carriers (Verizon, T-mobile, etc)

Michael: With a 2 year contract of course

CSR Supervisor: The upgrade fee is a standard fee that is charged across the industry by all carriers.

CSR Supervisor: Your FAN only waives the new activation fee, not the upgrade fee.

Michael: Maybe that the difference why Verizon is waiving a fee. In any case, I guess Verizon is the best option for me.

CSR Supervisor: I would hate to see you go, is there anything else I can do for you?

CSR Supervisor: I assure you it is a standard fee charged by all carriers, including Verizon.

CSR Supervisor: Michael, are you still with me?

Michael: Doesn't sound like 'you' can do anything. Again, Verizon is not charging me a fee. I don't care whether you want to call it Activation or

Upgrade fee. Verizon is $36 dollars cheaper with comparable plans. Period.

Michael: If you can't give me $36 credit, I'll switch. It's crazy that At&t doesn't want to keep me as a customer as I have been for 4 years with

stellar history.

CSR Supervisor: I am sorry, I understand your frustration, but this is a valid fee charged by all carriers.

CSR Supervisor: The new activation is waived by your FAN, not the upgrade fee, they are two different fees.

Michael: Regardless of what you call it, you can give me a $36 credit. And again, Verizon is waiving the fee perhaps beause it's an activation

fee. But, I don't care what you want to call it. Bottom line, they are $36 dollars cheaper.

CSR Supervisor: I am sorry, I am trying to explain to you that it is a valid fee, it is an upgrade fee, there is a difference between the two

fees, that is why you are getting your new activation fee waived, but I assure you they do not waive the upgrade fee.

Michael: But they are waiving the activation fee. After two years with Verizon, if they decide to charge me an 'upgrade' fee, I'll switch to

someone else.

CSR Supervisor: What else can I assist you with today?

Michael: Look, it doesn't seem you want to keep me as a customer. Not sure what else to say. I just want the chat session to reflect that you, CSR

Supervisor, has decided to drop me as a customer over $36.

Michael: And you can quote all the fee policies you want.

CSR Supervisor: Michael, I am sorry you feel that way, we do not want to loose you as a customer, but there is a difference between the two fees

and that is why you would be able to only get an new activation fee waived with any carrier, not an upgrade fee.

Michael: Whatever you want to call it, just keeping this for the records.

CSR Supervisor: Michael, I am sorry you feel that you are not being valued as a customer, because we do, it is a valid fee that is different from

a new activation.

CSR Supervisor: What it is called and what it is makes a difference.

CSR Supervisor: What else can I help you with today?

Michael: As a customer, it doesn't make a difference to me what you want to call a fee. A fee is a fee is a fee. Bottom line, if I get get the

iPhone cheaper from Verizon, I'll do that.

Michael: Nothing else that you can help me with.

CSR Supervisor: Have a great day

CSR Supervisor: Goodbye

Your AT&T representative has closed the chat session.

 

[Nautilus007]

Are you a premier customer?

 

[alent1234]

for anyone with an Apollo FAN discount, i checked and they now go through T-mobile for the discount. the AT&T one seems to be still active though as well but its going to be $120 for me for 4 lines on a t-mobile plan compared to $220 or so on at&t

 

[Charadis]

Are you a premier customer?

He has a FAN account with a 25% discount. His FAN waives new customer activation fee, but not upgrade fee. Per the customer service rep and supervisor.


On a side note, I'd be grateful to have the 25% discount regardless of a $36 upgrade fee credit. My FAN is only 17%, and I don't feel entitled to a fee credit even if it would be nice. It would be a waste of an account to move to Verizon when you have unlimited data and grandfathered text with AT&T. Just saying..

 

[Nautilus007]

Bottom line the fee has no merit. It is pretty disturbing carriers charge you to re sign with them. There really is no perks of being a wireless customer anymore.

 

[vahighland]

Are you a premier customer?

Yes, I am.

I understand their policy. However, I'm a dream customer. I have paid my bills on time for the last 4 years, never late. The last time I called in was two years ago. My texting is less than 200 messages, phone less than 300 minutes, and Internet usage has never been abused. No tethering, no streaming. I don't tax their network or resources in any way.

The supervisor's point was that no carrier comps the 'upgrade" fee, but there are different policies for 'activation' fees. She really wanted to debate this point as if we were in a court room.

While I realize their policy, I'm a great customer and like I said, At&t already spent more money of the chat time for their resources than that $36. Seems ridiculous to lose a customer over $36.

Reminds of a movie quote from Back to the Future 4, where they stumble upon a gravestone that tells Doc and Marty that Doc will be shot to death by Buford Tannen over a matter of 80 dollars.

----------

He has a FAN account with a 25% discount. His FAN waives new customer activation fee, but not upgrade fee. Per the customer service rep and supervisor.


On a side note, I'd be grateful to have the 25% discount regardless of a $36 upgrade fee credit. My FAN is only 17%, and I don't feel entitled to a fee credit even if it would be nice. It would be a waste of an account to move to Verizon when you have unlimited data and grandfathered text with AT&T. Just saying..

I do like the 25% discount. In fact, that the very reason why I had considered staying with At&t on the same plan. Two years ago there just wasn't a lot of carrier competition. Now, many of them are offering contract and off contract deals worth investigating.

 

[Beezy253]

Wow, I just had a pretty bad experience with Chat. They lost me over $36 and I've been a customer for 4 years. I spent 1/2 chatting. It probably cost At&t more money for the customer service call than if they waived the fee. The names have been removed from the chat session:

{extra long quote cropped}

IMO, you need to get on the PHONE with AT&T and ask to speak to someone in the retentions department.

 

[Charadis]

Yes, I am.

I understand their policy. However, I'm a dream customer. I have paid my bills on time for the last 4 years, never late. The last time I called in was two years ago. My texting is less than 200 messages, phone less than 300 minutes, and Internet usage has never been abused. No tethering, no streaming. I don't tax their network or resources in any way.

The supervisor's point was that no carrier comps the 'upgrade" fee, but there are different policies for 'activation' fees. She really wanted to debate this point as if we were in a court room.

While I realize their policy, I'm a great customer and like I said, At&t already spent more money of the chat time for their resources than that $36. Seems ridiculous to lose a customer over $36.

Reminds of a movie quote from Back to the Future 4, where they stumble upon a gravestone that tells Doc and Marty that Doc will be shot to death by Buford Tannen over a matter of 80 dollars.

----------

I do like the 25% discount. In fact, that the very reason why I had considered staying with At&t on the same plan. Two years ago there just wasn't a lot of carrier competition. Now, many of them are offering contract and off contract deals worth investigating.

I've considered other carriers as well, but I look back every time still grateful I never gave up my account; I have unlimited data and 1000 texts/$10/month grandfathered. The competition is good, but the service with AT&T is hard to beat, my experience anyways. Before you decide to lose what you have over $36, try taking some time to think about it. Buy the 5s, try it out for a time within return period, and try your luck again with waiving the charge. Last year, I tried by phone and got shot down. I later tried by chat successfully, even though I was the credited the entire upgrade fee (I wasn't a dream customer though, either).

When the hype blows over, you're still getting an amazing deal with your grandfathered features and huge discount. And they may just decide to waive your fee if you keep trying.

 

[aloecool]

IMO, you need to get on the PHONE with AT&T and ask to speak to someone in the retentions department.

----------


IMO, you need to get on the PHONE with AT&T and ask to speak to someone in the retentions department.

Agreed. I think you just got a rep and a supervisor that could care less.

 

[nburwell]

Agreed. I think you just got a rep and a supervisor that could care less.

It certainly seems that way. If I were him, I would get on the phone with AT&T and see if they get a different result (my guess is that they would).

And do all AT&T CSR's use smiley faces in their chats with customers? To me, it seems a little unprofessional.

 

[windnsea26]

Just finished my online chat.
CSR said the fees could not be waived but instead he would give me a $60 dollar credit off my bill.

Just chat and be nice and they will try to help. If not, close the session and try another CSR. Took only five minutes.

 

[Legionnaire]

Just finished my online chat.
CSR said the fees could not be waived but instead he would give me a $60 dollar credit off my bill.

Just chat and be nice and they will try to help. If not, close the session and try another CSR. Took only five minutes.

60 credit is better than fee
Why don't all reps have same power? Some waive some don't? Seems unfair. Lenovo is same way, I haggled a price for a custom laptop, some reps say yes some say no. I don't understand how they do that.

 

[vahighland]

Just finished my online chat.
CSR said the fees could not be waived but instead he would give me a $60 dollar credit off my bill.

Just chat and be nice and they will try to help. If not, close the session and try another CSR. Took only five minutes.

That's awesome! At the same time, it irks me how customers are treated differently. I do plan to play CSR roulette. Sometimes you win, sometimes you don't.

 

[rockstarjoe]

Thanks for this thread. I looked at my bill and saw that I was charged the upgrade fee even though I haven't even received my phone yet. Did a chat and the rep said that even though I have a FAN on my account, it doesn't mean I can get the fee waived. I was polite and pushed back a little and he waived it after all. So keep at it folks! That fee is such BS.

 

[vahighland]

OK, I got another rep and he waited on the Chat session while I placed the order. He confirmed that the $5 text messaging plan would be preserved and gave me the $38 credit to offset the 'upgrade' fee. In fact, I just got a text message with the $38 credit adjustment.

 

[jjp007]

I just got my fee waived via chat when I couldn't get it credited via phone yesterday. Chat guy was super nice YAY!! 36 is absurd to charge someone for signing a 2 year contract. Keep trying guys. And yes be nice nice nice!!

----------

Thanks for this thread. I looked at my bill and saw that I was charged the upgrade fee even though I haven't even received my phone yet. Did a chat and the rep said that even though I have a FAN on my account, it doesn't mean I can get the fee waived. I was polite and pushed back a little and he waived it after all. So keep at it folks! That fee is such BS.

Same thug happened to me. I prob won't get the phone until nov but it was charged right when I ordered it. Do a online chat and be nice and get it waived/credited. I just did!!

 

[meihcydna]

anyone had to pay the activation fee even if they purchased the phone at full retail price?

 

[JLEW700]

Are you guys calling after the phone has already been activated or are people calling before the phone is even activated?

 

[F123D]

OK, I got another rep and he waited on the Chat session while I placed the order. He confirmed that the $5 text messaging plan would be preserved and gave me the $38 credit to offset the 'upgrade' fee. In fact, I just got a text message with the $38 credit adjustment.

You could've saved yourself a lot of time by just saying thank you and moved on to the next rep. Most don't give a care if you threaten to switch carriers. That 25% discount is awesome though. Wish mine was that good.

 

[vahighland]

Are you guys calling after the phone has already been activated or are people calling before the phone is even activated?

For me, it's before the activation. Actually, after I place the order well before it even ships.

----------

You could've saved yourself a lot of time by just saying thank you and moved on to the next rep. Most don't give a care if you threaten to switch carriers. That 25% discount is awesome though. Wish mine was that good.

You're right, I shouldn't have wasted so much time with her. I guess it became a mission to try and change her.

I'm surprised they don't care if you switch carriers. Dish network cares. Shoot, even the local Comcast monopoly cares about switching.

 

[Carlanga]

I don't see why. Nobody is forcing anybody to upgrade their phone every year when they knowingly sign and agree to a 2 year contract.

lmao, the fee is for whenever you upgrade the phone. So all of us that renew our 2 year contract got the upgrade charge tacked on. Is not an early upgrade fee, it's a fee because you have new hardware.

 

[malnar]

lmao, the fee is for whenever you upgrade the phone. So all of us that renew our 2 year contract got the upgrade charge tacked on. Is not an early upgrade fee, it's a fee because you have new hardware.

Exactly. It's for all that hard work AT&T does behind the scenes when we switch from one phone to another. That hard work costs $36.

That was sarcasm, by the way.

While everyone is at it, if you see another mysterious charge, something like "Additional AT&T fees"... something similar... that amounted to $25, get them to take care of that too. I got both the two upgrade fees AND that $25 knocked off. I don't know what that is, or why it was there, but together the three fees for our two phones added almost $100 to our bill!

 

[RaNdOm]

Just got mine waived as well

Called in a day ago to get my iPhone 5 unlocked and was denied that because I hadn't fulfilled the 24 month contract on that phone even though I had signed a new contract on the 5s. I used that and was extremely nice and they agreed to waive the upgrade fee for me today. It seems like this is just a trial of luck. I must call At&t every month trying to request some sort of service and I'm not always successful. This turned out well for me this time though.

 

[cityhopper]

lmao, the fee is for whenever you upgrade the phone. So all of us that renew our 2 year contract got the upgrade charge tacked on. Is not an early upgrade fee, it's a fee because you have new hardware.

That's what the rep tried to run on me but I'm convinced them they did not earn the revenue:

(1) ATT's countdown website on launch day was a fail and the order website never opened up even though I was on att.com well before 3:00AM

(2) They charged me the fee before the phone was even activated (and even physically in the US).

(3) Apple free shipped a phone from China in 2 days.

(4) I'm a Premier customer.

They agreed and credited the fee!

 

[Carlanga]

I have been with At&t for a long time with stellar payment history

LMAO, 4 yrs is not a long time in my book. I'm w/ my same account and number since cellularone/cingular/AT&T