As has already been stated, stop asking for waived fees. Instead plead your case as a loyal customer and see if they can give you a bill credit instead. Often times, fees can't be overridden by CSR's, but a $15 bill credit "ain't no thang."
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Post here if you're going to dispute the $15 AT&T upgrade charge
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As has already been stated, stop asking for waived fees. Instead plead your case as a loyal customer and see if they can give you a bill credit instead. Often times, fees can't be overridden by CSR's, but a $15 bill credit "ain't no thang."
I ordered a 6S full price contract free att from apple and I was motivated to remove the fee mostly on principle. This is how the dispute over the $15 transpired:
(Agent 1)
End result: put in note to apply credit on a one time basis due to the "inconvenience" and my loyalty as a customer. However I was disconnected abruptly when trying to transfer me to someone who can provide unified billing credit and I had to set up a new chat to finalize...
(Agent 2)
End result: agent was confident that BYOD should not trigger an upgrade fee and added a note stating the credit being applied was valid and not a courtesy.
So in the new policy you can see above, you are correct. If you go off the policy you DO technically fall under the Upgrade even though you are bringing your own device, HOWEVER, you purchased the device at the full retail and it is considered a BYOD, so you would get a waived upgrade fee. Just tell the reps to read their MyCSP article on the upgrade policy, and you will be taken care of =] so you have nothing to worry about. No upgrade fee you'll have to worry about. Our systems should technically automatically waive that for you.
I never got any message about a $15 fee when I preordered via the Apple Store app and I highly doubt AT&T authorized that message for those that received it. AT&T very explicitly states that the new $15 fee is for NEW customers/lines with AT&T next/BYOD. If you're an existing customer, using your existing line and just changing phones, you will not be charged an activation fee.
If your ordered on the apple app it's there. You can also see it on your confirmation email.
Thanks, this is good info. I probably posted my transcript while you were finishing up that helpful policy disclosure. It would have helped to have that as ammunition in my battle of wits with the chat team. But on the flip side, it forced me to use basic reasoning and creativity against my customer service chess match opponent, as opposed to reverting to - "I know your manual."
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I dont see it. I pre-ordered to pick up in store...is that the difference? All my email says is that my reservation is confirmed at date/time/store, what I need to bring, and the retail price of the phone.
In fact, I have no order confirmation or anything showing up. Just an email confirming my in-store reservation and the model I selected. If I go into my account no recent orders show up. I assume that's because I haven't purchased a phone yet..only reserved one?
Thanks, this is good info. I probably posted my transcript while you were finishing up that helpful policy disclosure. It would have helped to have that as ammunition in my battle of wits with the chat team. But on the flip side, it forced me to use basic reasoning and creativity against my customer service chess match opponent, as opposed to reverting to - "I know your manual."
The way I see it, there are those of us that are transparent and share the same point of view as you, and then there are the others lol.
From my personal experience being with the company, they do try to hire people that are going to be friendly and honest. I do try to be upfront about what is going on. I'm just the face that explains what the company is doing. Lol. I'm really glad this post has helped people out
I've been with AT&T forever and, in general, have been very happy and never felt I was being screwed by the company. It's barely more expensive than budget carriers, and has the best coverage by far in my area. I've always had good luck with their associates also, both in store and online. The only time I was disappointed was when I pulled out the $200 gift card I received for selling an old iphone to AT&T. I had assumed it wouldn't expire, as it wasn't a promotion, I had sold them a product. Threw it in a drawer to save it for my next phone purchase. Pulled it out when I went to order the 6S+ and saw it was expired. It's not enough to ruin my overall happiness with AT&T, but it did push me to buy direct from Apple this time.
Anyway, I'm getting off topic. Thanks for the info; hopefully it cleared this up for some people.
You forgot one more thing. Some FANs have a fee waiver, regardless of the plan. For example, I should be paying $45, to upgrade my contract phone, but wasn't, due to the agreement. However I was charged last year, and apparently there was a contract adjustment with my FAN over the past year. The AT&T employee would not offer a courtacy credit.
I didn't forget anything. All I did was post the policy as its stated. No more no less. I did not add nor forget anything. As I keep saying... Posting just factual stuff. Not opinionated content. I'm just trying to provide information to you guys.
There's nothing in there regarding FANs. That is a case by case basis and has nothing to do with what I've posted
I understand no problem. I understand case by case.
But some people don't even know they are on a FAN and have the waiver. I don't know if it's automatic. But I do know I was not charged the fee this time. Last year I was charged the fee. So I am led to believe that some people get charged when they have a waiver available.
Technically its not a gift card. It's a promotion card loaded with cash that was paid to me for selling them my phone. They must've figured out some workaround. I think it was sleezy that they made it expire BEFORE the one year mark when people usually upgrade phones. What else was I going to use it for...$200 worth of charging cables? Stupid.
PS. Good choice of color for your 6S+
I'll send them an email complaining and report back what happens...just for you. Haha
FANs can change depending on negotiations AT&T has with each company. I have seen it where the system hasn't automatically waived the fee, it is rare, but it has happened. For the most part though, the fees do get waived automatically. We don't have a way though to look back at last year to see what the FANs status was, we can only see the current state.
I'm currently trying to get them to say something publicly about this - I really would love to hear their justification for why the hell they're entitled to this money.
If you want to signal boost, here's a Twitter post I did (with a few very lame responses from "ATTCares".)
https://twitter.com/acitrano/status/644619840733478912
If you want to signal boost, here's a Twitter post I did (with a few very lame responses from "ATTCares".)
https://twitter.com/acitrano/status/644619840733478912
If you want to blame someone, blame Apple. Why is it an iPhone won't work without a sim card to activate first. Why does the carrier know you have a new iPhone if you bought it for full price with no contract from an Apple store? Seems like Apple is passing on some private info to carriers.
Thanks for the info! I w ill be calling them to get the charge removed. I was already on the Next plan as of August 1 but was charged the fee.