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Upgrade Date Changed?!? What Gives?

thehopscotch

thehopscotch

macrumors regular
Original poster
Dec 7, 2009
207
1
US
I have checked my upgrade date via the AT&T website several times recently (as recent as about a week ago) and it always said 6/7/2010 was the date I'd be eligible for new contract pricing.

After reading through the FAQ thread, I decided to check by sending the *637# (or whatever it is) to check eligibility date by receiving a text. That message said I wasn't eligible until 9/7/2010. NOT HAPPY! (ETA: I have not changed anything on my account recently either)

So...I went back to the AT&T site again after sending that message and it now shows 9/7/2010 too.

Anyone else had your upgrade date pushed out? I'm planning to contact AT&T tomorrow to figure out what happened because I am not happy about waiting or paying a bunch of extra money for something that has been telling me I'd be eligible for weeks.
 
Goaliegeek said:
What does it say when you do this?

My txt version said 12/22, but when I did that from Apples site, it said I'm eligible (w/o 2yr re-up) now for a cheaper iPhone ($399 for a 16GB 3GS) which is a helluva lot better than what I was planning on having to pay (full blow $599)
Click to expand...

Thanks for the link. I think what it shows is that you get a partial discount, which is $200 less than no discount and $200 more than a complete discount. I am scheduled to be able to upgrade on July 2nd and I get the same prices as you do. And it is the same price as I got on the AT&T website.
 
thehopscotch said:
I have checked my upgrade date via the AT&T website several times recently (as recent as about a week ago) and it always said 6/7/2010 was the date I'd be eligible for new contract pricing.

After reading through the FAQ thread, I decided to check by sending the *637# (or whatever it is) to check eligibility date by receiving a text. That message said I wasn't eligible until 9/7/2010. NOT HAPPY! (ETA: I have not changed anything on my account recently either)

So...I went back to the AT&T site again after sending that message and it now shows 9/7/2010 too.

Anyone else had your upgrade date pushed out? I'm planning to contact AT&T tomorrow to figure out what happened because I am not happy about waiting or paying a bunch of extra money for something that has been telling me I'd be eligible for weeks.
Click to expand...

Late payment on a bill?
 
AT&T website is not good. What model you have? I had the original iPhone and it always was pushing the discounted price for upgrade date. I went to the AT&T store and got a 3GS without any issue. I paid the full price for the original iPhone and the discounted price for the 3GS.
Check at the store and ask for the manager in case the associates don't help you.
 
Mine is still 2/7/11 lol......


I got the 3gs on the day it released for $299 (32gb), skipped the 3g, got the original on the day it came out.
 
Goaliegeek said:
What does it say when you do this?

My txt version said 12/22, but when I did that from Apples site, it said I'm eligible (w/o 2yr re-up) now for a cheaper iPhone ($399 for a 16GB 3GS) which is a helluva lot better than what I was planning on having to pay (full blow $599)
Click to expand...

That shows $399 for a 3GS 16GB right now...but I wouldn't expect it to show anything different until 6/7/2010 when I was initially quoted for an upgrade via the site. I'm calling AT&T today to find out what is going on. I am trying to figure out when I'll be eligible for $199 pricing (not $399 pricing) because that is what initially was showing 6/7.
 
McGiord said:
AT&T website is not good. What model you have? I had the original iPhone and it always was pushing the discounted price for upgrade date. I went to the AT&T store and got a 3GS without any issue. I paid the full price for the original iPhone and the discounted price for the 3GS.
Check at the store and ask for the manager in case the associates don't help you.
Click to expand...

Thanks for that info. I have the 3G...never got a 3GS (which is why I really want the next version). I've had the 3G since January 6, 2009.
 
elephunkman said:
Definitely give them a call soon. Something doesn't sound right.
Click to expand...

You were right! I called and they said the only thing that had changed was that I paid my most recent bill a couple of days late. I had no idea that could affect upgrade eligibility. It wasn't that I didn't have the money...just slipped my mind. I asked if I set up an automatic payment through the site, if they would change it back...and she said there is absolutely nothing they can do to override it and that it is all computer generated.

She said in store they can override it within 30 days of the upgrade date, but that's it...which still puts me at 8/7/2010.

Contract termination for me at this point is $95, so I may just end up going that route. Annoying, but it is cheaper than paying an extra $200, and I'm not tied to my number at all (I actually hate it).

Ugh...do I have any other options?? Can Customer Service (over the phone and in store) really not do anything until 8/7/2010 or are they just saying this??
 
thehopscotch said:
You were right! I called and they said the only thing that had changed was that I paid my most recent bill a couple of days late. I had no idea that could affect upgrade eligibility. It wasn't that I didn't have the money...just slipped my mind. I asked if I set up an automatic payment through the site, if they would change it back...and she said there is absolutely nothing they can do to override it and that it is all computer generated.

She said in store they can override it within 30 days of the upgrade date, but that's it...which still puts me at 8/7/2010.

Contract termination for me at this point is $95, so I may just end up going that route. Annoying, but it is cheaper than paying an extra $200, and I'm not tied to my number at all (I actually hate it).

Ugh...do I have any other options?? Can Customer Service (over the phone and in store) really not do anything until 8/7/2010 or are they just saying this??
Click to expand...

You can cancel your contract, but you do realize that you can't become a "new" AT&T customer for another 90 days (or something) afterward, right?

And as far as I know, they have very little control over a lot of things on customer accounts.
 
thehopscotch said:
You were right! I called and they said the only thing that had changed was that I paid my most recent bill a couple of days late. I had no idea that could affect upgrade eligibility. It wasn't that I didn't have the money...just slipped my mind. I asked if I set up an automatic payment through the site, if they would change it back...and she said there is absolutely nothing they can do to override it and that it is all computer generated.

She said in store they can override it within 30 days of the upgrade date, but that's it...which still puts me at 8/7/2010.

Contract termination for me at this point is $95, so I may just end up going that route. Annoying, but it is cheaper than paying an extra $200, and I'm not tied to my number at all (I actually hate it).

Ugh...do I have any other options?? Can Customer Service (over the phone and in store) really not do anything until 8/7/2010 or are they just saying this??
Click to expand...

i am sure you can talk to a csr manager about this. i dont see why they would let you go as a customer. force that upon them and hopefully you will get your date back, good luck.
 
So, I called again...got another CSR...she told me there was nothing they could do. I asked for her supervisor - she had him look at the account and he said that the change from 6/7 to 9/7 was due to a rate plan change that took place back in FEBRUARY.

I checked as recent as last week and it was still showing 6/7. I asked if I went back to my old rate plan (450mins to 900mins) if it would change back to 6/7...she said no.

I threatened to cancel my line, my husband's line, and my parents' lines if they couldn't put it back to 6/7...she said she'd put me through to the cancellation team.

What happened to retention call centers? Most will do anything and everything to keep you as a customer (especially multiple people)! Apparently AT&T just doesn't care.
 
thehopscotch said:
So, I called again...got another CSR...she told me there was nothing they could do. I asked for her supervisor - she had him look at the account and he said that the change from 6/7 to 9/7 was due to a rate plan change that took place back in FEBRUARY.

I checked as recent as last week and it was still showing 6/7. I asked if I went back to my old rate plan (450mins to 900mins) if it would change back to 6/7...she said no.

I threatened to cancel my line, my husband's line, and my parents' lines if they couldn't put it back to 6/7...she said she'd put me through to the cancellation team.

What happened to retention call centers? Most will do anything and everything to keep you as a customer (especially multiple people)! Apparently AT&T just doesn't care.
Click to expand...

If it was that easy to hold them hostage everybody would get whatever they wanted and AT&T would start losing buckets of money. Most threats are idle, especially if you have that many lines. They know this.
 
thehopscotch said:
What happened to retention call centers? Most will do anything and everything to keep you as a customer (especially multiple people)! Apparently AT&T just doesn't care.
Click to expand...


Someone posted an interesting internal memo awhile back that had the things they look at to decide whether or not they care whether to give you any incentives to stay or not. It had the "script" and everything. I wish I could find that again.
 
thehopscotch said:
So, I called again...got another CSR...she told me there was nothing they could do. I asked for her supervisor - she had him look at the account and he said that the change from 6/7 to 9/7 was due to a rate plan change that took place back in FEBRUARY.

I checked as recent as last week and it was still showing 6/7. I asked if I went back to my old rate plan (450mins to 900mins) if it would change back to 6/7...she said no.

I threatened to cancel my line, my husband's line, and my parents' lines if they couldn't put it back to 6/7...she said she'd put me through to the cancellation team.

What happened to retention call centers? Most will do anything and everything to keep you as a customer (especially multiple people)! Apparently AT&T just doesn't care.
Click to expand...

I believe it has to do more with your late payment because I do remember I read a memo somewhere that explained it. I highly doubt you got your date pushed back because of a rate change.
 
UngratefulNinja said:
Someone posted an interesting internal memo awhile back that had the things they look at to decide whether or not they care whether to give you any incentives to stay or not. It had the "script" and everything. I wish I could find that again.
Click to expand...

that would be interesting to look at, you should try and find it!
 
I am a business customer, as well...so you would think they'd care a bit more about business customers.
 
I'm new to this, but couldn't you just add another line to your plan and get an Iphone on that line?

Then you could cancel yours for $95 and not have to pay for both lines.
 
http://consumerist.com/2007/08/inte...andling-all-kinds-of-customer-complaints.html

This maybe?

I quoted a snippet - I recommend everyone read it!:

Customer asks: If I decide to cancel or port my number will you offer a special offer?
CSR: "We realize you have many choices for your wireless service, and I appreciate that you have selected AT&T. However, we are unable to offer any special incentives in addition to what is currently on your account."

Customer asks: I have been an AT&T customer in good standing for 10 years and have always qualified for a special offers and promotions. Don't you have any special incentives available to keep me as a customer? Isn't there anything you can offer to keep me as a customer?"
CSR: "Our promotions and discounts change as we change our offers. As we can, we do try to offer appropriate promotions to customers. Your account does not qualify for the incentives similar to what you were previously offered on this account."

Customer asks: "My buddy is on the same plan as me and you offered him a free phone and an even better rate plan when he called in to cancel. How come you aren't offering me anything?"
CSR: "The privacy of your account, and that of all our customers, is very important to AT&T, so I can't speak to what your friend experienced. However, at this time, we are not featuring any special incentives for this account."

Q&A (for CSR reference only, do not discuss with customer)

What is LTV?
Life Time Value (LTV) measures the subscriber's overall value to the company (based on revenue, account plan, on and off-network and data usage, length of service, etc . ). LTV1 accounts are customers who create a negative profit for the company. In most cases, these customers actually cost the company money each month.

How are these customers different from EON customers?
LTV1 customers are unprofitable to the company for one or more of the following reasons: revenue, account plan, on and off-network and data usage, length of service, etc . EON customers are unprofitable solely for their excessive off-network usage. EON customers are in direct violation of AT&T's Terms and Conditions and must change their calling habits to be eligible to keep their AT&T service. Keep in mind some EON customers may be LTV1 based on their off network usage as this is one of the factors used to determine LTV.
Click to expand...
 
tesilential said:
I'm new to this, but couldn't you just add another line to your plan and get an Iphone on that line?

Then you could cancel yours for $95 and not have to pay for both lines.
Click to expand...

Is that possible? Could I just add a line...then cancel my current phone and pay the ETF?

Do they allow that?
 
thehopscotch said:
Is that possible? Could I just add a line...then cancel my current phone and pay the ETF?

Do they allow that?
Click to expand...

They sure do! I'm happy to answer this question because this is what I plan on doing on iDay. Add new line, cancel current line and eat ETF. Even the CSR on the phone and at the AT&T store recommended I do this since my upgrade is not ready.
 
The date on that looks to be from 2006/2007, so it's possible things have changed.

However, no one should be surprised that big companies sort out their customers on terms of attractiveness.
 
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