Nothing you didn't know but... (AT&T Chat)

[iBreatheApple]

I figured some might find my chat with AT&T interesting even though there's nothing new or special here. Also, I know how it all works, but I wanted to dumb it up just a little bit. The purpose of the chat was really just to see what they had to say.

I also wasn't aware that they bumped dates last year, they just gave me a $250 bill credit. Here's to hoping they will do some bumping! (See the red text.)

Bradley S.: Welcome to AT&T online Feature Sales. How may I assist you with your features today?

*: Good evening. I previously spoke with someone in the billing and payments chat. Have my inquiries been sent over to you upon me being transferred or do you need the information again?

Bradley S.: I'm happy to help you today. Unfortunately your previous chat didn't come over. I'm sorry about that. What features can I help you with today?[/color]

*: Well... I understand that you all are not provided with any information regarding products that have not been released yet but I have a pretty good feeling that a new iPhone is launching in the near future. My concern is that previously, I've always been able to upgrade every year. I've heard rumors that AT&T no longer allows this and am not sure if this is true or not. It's almost like being punished for upgrading each year. I should also note that I've heard having a FAN account helps your eligibility date, is that true?
*: The automated system has informed me that I cannot upgrade until May of 2013 and I don't understand why when I have been allowed to upgrade previously. I do understand that I sign a 2-year commitment but I thought It was an incentive for remaining a loyal customer and I don't know why it's it's telling me I'm not eligible this time when it was always that way before...

Bradley S.: Unfortunately I don't have access to any of that information. Until Apple announces their next iPhone I won't have anyway of knowing weather or not there will be specials to upgrade to the new iPhone early. In the past there have been those options but I don't know weather or not that will be an option this time. When the new iPhone is released it's possible that you may be able to get the full upgrade early but until then we have no idea of that will be possible. I'm sorry about that. As for your FAN upgrade options you can call AT&T Premier at 866-499-8008 and they can check on that for you. What else can I help you with today?

*: If they do not allow the upgrade like previous years... is it possible to take an upgrade from my other line and place it on my primary one?
*: As of now I am eligible for an iPhone upgrade at the additional $250 price.
*: (On the line I don't use)

Bradley S.: It is yes, You would just upgrade that line like normal and when you get the phone call customer care for help activating it on your line.

*: Okay. I do have one last question...
*: Do you know what the policy was last year? Before the 4S was announced, did people have dates that were farther than a year out and after the launch did they move up? I know you have know idea about the next phone, I'm just curious how they did it last year.
*: I added a new line last year so I am unfamiliar

Bradley S.: Yes, I did see last year that some customers who had the iPhone and weren't eligible to upgrade before it was released did get the full upgrade option for the new iPhone 4S. I assume it may be the same this year but have no way of knowing for sure.

*: Okay, thank you for your time and explanation. And good luck because I know that once the new phone is announced Wednesday you're going to 'hate' your job for the next few weeks.

Bradley S.: Thank you so much, it will be a very busy time. Thank you for choosing AT&T and have a great night!

*: You as well.

 

[britneyfan]

They all give you different answers. I called today and a person said I was eligible next month and then I called back and they said it was a mistake. I was livid. LOL. Hopefully there was some truth to it though.

 

[trlyka]

Working in a CS type job, I can see why he wouldn't be able to say either way on the upgrade eligibility. I think AT&T may treat it like a promotion on letting you upgrade early rather then a contract contingency. If you have a FAN#, I do believe this helps. I know people that had other iPhones longer then me without the FAN# and they weren't able to upgrade and I was. I use my real estate FAN# and I am considered a business account, so that may be why as well.

I never questioned it because my first 2 iPhones were 3GS (Oct. and Dec.) and then the 4 was out the next summer and I was able to upgrade both to the 4 at the discount/contract price. Maybe the fact that we added 2 more lines and still used the 3GS iPhones (4 phones total) helped as well.

 

[iBreatheApple]

Well I opened a ghost line 4 months before the 4S launched and that line is eligible for the +$250 pricing. I wish I understood their upgrade formulas better.

 

[GoCubsGo]

The upgrade formula seems rather simple. A 2 year contract is signed once you purchase an iPhone at a subsidized price. Any time your upgrade date is pushed forward it is called luck. It is not required, it is not "your right", and it may or may not happen. The formula for this is unknown but one does not need a formula for something like this when they're sitting on a 2-year contract.

Weird, right?

 

[randy98mtu]

I'm wondering how long it takes to reset upgrade status. I bought a Galaxy last week and I'm taking it back today. Wasn't my cup of tea. Fortunately I have 4 other phones on my account elligible for upgrades. My dad was going to get whatever the free iPhone is, so I'll just use his line if mine isn't restored and let him use my iPhone 4, since that's what the free one will probably be.

FWIW - My upgrade status now say 4/14, which is 19 months after I bought the S3. I have been with AT&T/Cingular since 1999 and have 6 phones on my account now with a bill close to $300/mo.

 

[iBreatheApple]

The upgrade formula seems rather simple. A 2 year contract is signed once you purchase an iPhone at a subsidized price. Any time your upgrade date is pushed forward it is called luck. It is not required, it is not "your right", and it may or may not happen. The formula for this is unknown but one does not need a formula for something like this when they're sitting on a 2-year contract.

Weird, right?

It's not called luck, actually. There are factors such as having a FAN account. Will you also show me where I stated it was required for me to be eligible for an upgrade? In fact, I specifically acknowledged the fact that I understand I signed a 2-year commitment. Not here for arrogance.

 

[JayLenochiniMac]

Bradley S.: Yes, I did see last year that some customers who had the iPhone and weren't eligible to upgrade before it was released did get the full upgrade option for the new iPhone 4S. I assume it may be the same this year but have no way of knowing for sure.

Or you can see it as a quicker way to get customers who are wasting their time off the phone