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Who talked to AT&T and got a full upgrade?

Called At&t and

  • called. they said FFFFFFFUUUUUUUUUU

    Votes: 73 51.4%

  • was able to get a Credit for the $250

    Votes: 21 14.8%

  • Got some sort of credit or offer but still early upgrading.

    Votes: 21 14.8%

  • Butthurt. came here to rage that you are "entilted" to getting a upgrade every year.

    Votes: 27 19.0%
  • Total voters
    142
WOOT!

Thanks to the guy who suggested I call... but... I didn't get the same result as him. I called AT&T and told them i was getting the phone tonight one way or another, and I didn't feel like paying $250 to upgrade. My bills are typically between $200 and $130 (international data).

So after getting transferred around a bit, I spoke with someone in customer care, and she told me they want to keep me as a customer, and they are willing to push my upgrade date up, BUT they have to do it manually. I.E. they can't just do the thing in the system to say i'm eligible for an upgrade. Thus, I need to call back on the 21st... she said that right now the phone isn't in their systems so I need to wait until it is. Makes sense to me, I suppose. She said that when I call back, the person will just be able to check the notes field on my account and see that I'm now entitled to a new phone. Bummer that I cannot pre-order it tonight, I suppose, but at least I'll get it relatively soon.

So that's what happened to me. I'd say it's worth a phone call just to see what happens. I'm actually quite surprised that this was the result, rather than the $250 credit. In any case, if some crap gets messed up and I can't get my phone next Friday, then I'm going VZW and screw it. If nothing gets messed up, then Thanks AT&T :). I don't want to celebrate yet, in case these notes magically disappear or something.
 
Wasn't able to squeeze $250 credit due to 3 of the 5 lines being eligible for upgrade but I was able to get $50x3months. Maybe I'll test the waters again in a bit and hopefully get a good rep. First woman stone walled me 100% and then transferred me to cancelations.

To the guy who said he has 6 lines.. as far as I know 5 is without a doubt the limit unless you are under a corp acct..
 
spaceballl said:
WOOT!

Thanks to the guy who suggested I call... but... I didn't get the same result as him. I called AT&T and told them i was getting the phone tonight one way or another, and I didn't feel like paying $250 to upgrade. My bills are typically between $200 and $130 (international data).

So after getting transferred around a bit, I spoke with someone in customer care, and she told me they want to keep me as a customer, and they are willing to push my upgrade date up, BUT they have to do it manually. I.E. they can't just do the thing in the system to say i'm eligible for an upgrade. Thus, I need to call back on the 21st... she said that right now the phone isn't in their systems so I need to wait until it is. Makes sense to me, I suppose. She said that when I call back, the person will just be able to check the notes field on my account and see that I'm now entitled to a new phone. Bummer that I cannot pre-order it tonight, I suppose, but at least I'll get it relatively soon.

So that's what happened to me. I'd say it's worth a phone call just to see what happens. I'm actually quite surprised that this was the result, rather than the $250 credit. In any case, if some crap gets messed up and I can't get my phone next Friday, then I'm going VZW and screw it. If nothing gets messed up, then Thanks AT&T :). I don't want to celebrate yet, in case these notes magically disappear or something.
Click to expand...

AT&T is notoriously bad with customer service. By this I mean something typically gets jacked up on their end and the "notes" you speak of are either never found or missing. Don't ask how I know. If I was you I'd call back to get a different rep and ask them about "the note" on your account. That should confirm if it's actually there.
 
Fissure said:
AT&T is notoriously bad with customer service. By this I mean something typically gets jacked up on their end and the "notes" you speak of are either never found or missing. Don't ask how I know. If I was you I'd call back to get a different rep and ask them about "the note" on your account. That should confirm if it's actually there.
Click to expand...
No I have the rep's first + last name. I'll call next Friday like I was told to do, and if something gets messed up, then I'll just order the phone w/ Verizon and pay the ETF. I'm sure it will work out though.
 
Well I am dead set on pre-ordering two phones tonight with AT&T, one of which is eligible for the "early" $250 extra pricing and one of which will be full retail.

Now that it's too late to speak with anyone except for Indian call center reps (just spoke to one that was totally useless), I wonder if I would have any chance of calling back tomorrow or sometime in the next week and asking for a credit (after the phones are preordered...).

Guess that would sort of hurt my leverage saying, "well, I already pre-ordered but can I have some money back?"
 
I'm not eligible for the full discounted iPhone 5 until May 2013 but after asking a AT&T rep very nicely if there was any thing he could do to help me with the early upgrade fee I was offered a $250 credit that was applied tonight and left me with a negative balance of $138 due on my account.

Now I will have to pay the extra $250 (early upgrade fee) when I preorder from the online Apple Store but I will basically be getting it all back from AT&T through this current month and next months bill.

The whole process was pretty easy, the rep apologized for the longer upgrading eligibility timing, blamed Apple for the policy changes, and said that there was no way he could change that eligibility date.

He did not offer any type of discount at first, he waited instead for me to ask him specifically for his help in making the iPhone pre-purchase cost affordable for me at this time so that I would not have to wait until next year. And just like that I'm all set and ready to pre-order :D
 
On phone right now....

....for the 4th time today. This is the first rep who has actually offered to give me a bill credit. So far, only $100. He's checking with his manager to see if he can get me $150. Not great, but the best offer I've had all day.
 
Timechaser said:
I'm not eligible for the full discounted iPhone 5 until May 2013 but after asking a AT&T rep very nicely if there was any thing he could do to help me with the early upgrade fee I was offered a $250 credit that was applied tonight and left me with a negative balance of $138 due on my account.

Now I will have to pay the extra $250 (early upgrade fee) when I preorder from the online Apple Store but I will basically be getting it all back from AT&T through this current month and next months bill.

The whole process was pretty easy, the rep apologized for the longer upgrading eligibility timing, blamed Apple for the policy changes, and said that there was no way he could change that eligibility date.

He did not offer any type of discount at first, he waited instead for me to ask him specifically for his help in making the iPhone pre-purchase cost affordable for me at this time so that I would not have to wait until next year. And just like that I'm all set and ready to pre-order :D
Click to expand...



THIS GUY IS RIGHT!!!! I just called and asked if they could remove or lift the 250.00 upgrade fee. She said (Arlene) she couldnt lift or remove it but she could credit my monthy bill 250.00 so it took care of this months bill plus 117.00 left over :)!!! You guys it's worth a call!! I swear to god its true. I'm on my iPhone do I can't upload a pic of my account but I'll email anyone my screen capture showing my bill paid and 117.00 credit left.
 
erzeszut said:
....for the 4th time today. This is the first rep who has actually offered to give me a bill credit. So far, only $100. He's checking with his manager to see if he can get me $150. Not great, but the best offer I've had all day.
Click to expand...

Well, he got the $150 approved, but I couldn't push him any further. Because I have a corporate discount, my monthly bill is only about $70, so I understand I'm small potatoes to ATT. Still, this was the first time in 4 calls I got any sort of retention offer.

The guy is applying it strangely -- a $25 credit to my account has already been applied, and he will call me back tomorrow to apply the remaining $125, after confirming my upgrade. I guess this is to make sure I don't fink out on the deal? Anyway, he already also sent me an email confirming this arrangement, so I feel pretty good about this.

So, for the 32GB iP5, $250 + $299 + $36 = $585. Minus the $150 credit on my bill, equals $435. Selling my 4S to Gazelle for $280, so my net cost for this upgrade will be $155. Not as great as past years, where I basically upgraded for break-even. But I can live with this.
 
The rep even sent me a email called a "POST CALL NOTIFICATION SUMMARY" confirming our conversation and the $250 credit being applied to my account.

Just want to state that I have been with AT&T since 2007 and have always had my monthly payment of approx $111 automatically deducted from my banking account so never any late fees or interruptions in my service - I have been a pretty good customer and they showed me some appreciation tonight for that.
 
Really happy to see all the good news flowing in!

HAPPY FOR YOU GUYS!

A simple phone call is all it takes!
 
I am on a fan (discounted) account and just spoke with a rep and she positively turned me down for changing eligibility date or giving credits. I did mention that my other lines are eligible for the upgrade and she said I can buy the phone with the eligibility line and just call CS after receiving it and they will port the # over. Both ordering with Apple or ATT should be ok.

Should I call CS a few more times and see if anyone of them will kindly give me the $250 credit or you think this only applied to regular account?
 
Just talked to them and was able to get the lady to credit my account $85. Not the $250 I was hoping for but better than nothing.
 
No good for me. Have 4 lines all iPhones and been FAN customer since 2005. I talked to a lady in retention and she put me on hold for 15-20 minutes to ask manager and they said no, they cant budge on upgrade fee.
 
$500! ATT da bomb!

Thanks for this thread and to thread starter Wu! After reading this I decided to call an hour ago and asked for $250 each for both primary and secondary lines knowing full well i will be shut down most likely.

First rep told me she has to ask supervisor but he/she is not there and to call back tomorrow. She was pretty clueless. So I tried again and this time when I asked if she could help out with the $250 for both lines meaning $500 she said I will ask supervisor but I will tried hard to convince her. Put me on hold 2 mins later BAM!!!! Apparently she could do one herself and supervisor had to do the other so first $250 is credited to my bill and the second half in 24-48 hours. She sent me an email to confirm total $500 credit!!!!!

Woooooooooo!!!!!!! Unbelieveable!!!!!! BTW I was routed to business account customer care since I am FAN. Also we got the 4s on launch day so my full upgrade was to be May 2013 like many of you.
 
wutang61 said:
Really happy to see all the good news flowing in!

HAPPY FOR YOU GUYS!

A simple phone call is all it takes!
Click to expand...

Thanks man. I was on the verge of quitting this whole upgrade shenanigans until this thread came up. I'm sure lots of lurkers benefitting also but not dropping a thanks to you for the tip. Congrats to all the others who were successful too.

I called. I can't preorder and get the phone when it releases on the 21st, but I was approved for a full discounted upgrade. What they did was set up a callback on the 21 when the phone officially releases. When they call me, the manager will override the upgrade eligibility and set up the purchase of my iPhone 5 without a $250 upgrade fee.

I actually called back right away because I would have preferred an immediate $250 credit like wutang got. The next CS guy I talked to gave me the exact same solution, which was to set up a callback on the 21st (this guy was awesome btw...I forgot his name but he was like joking and having a good time). So I actually have two callbacks set up at the exact same time on the 21 when the manager will do his thing and I'll be able to get a fully subsidized iPhone 5.
 
Dang!!!!

Just checked $496.82 credited to account!!! Not exactly $500 but who cares! Christmas came early!!! Again thanks to all who suggested calling.
 
Took 3 calls. First two I was told no and there was nothing they could do but thanked me for being a customer. Third call I was told no and nothing they could do b/c Apple is very firm about the upgrade pricing. I then asked if they could just credit my account to lesson the pain of the fees. He said "sure, how about I cedit your account $100?" to which I replied "how about the whole thing". I was told no. I then asked for $150, was put on hold and then told yes. Credit was applied while on phone. I just checked online and it showed my on my account.

Not perfect, but I'll take it.
 
I've tried twice with no luck. The rep kept repeating the whole apple/AT&T is unable to adjust update date. I casually (lol) suggested a credit but she said apple/AT&T will not allow it lol. Before processing my cancellation she said I can try the Cancellation Dept tomorrow morning to see if there are any other offers available. I guess I will try that before placing my order.


Are guys having luck right now or earlier today?
 
Was promised they would not charge me the upgrade fee but I had to wait ... they said go ahead and pre-order and they would credit my account the $250.

Got it approved and in writing and sent to me via an email.

So ya I can pre-order but I still pay the extra $250 now but get a credit on my bills so I wont have a bill basically for about 2 plus months.

Works For Me !!!

Here is the email that was sent ... with their names and info taken out of course to cover them and me maybe is someone calls trying to ask for these people .........


Subject: AT&T Promise


Due to note on 09/13 at 14:56, Promised customer that if he goes ahead and pre-orders iphone 5 and pays $450,
that we will credit his account $250 when he activates the phone. Approved by mgr. DXXXX MXXXXXX

EXX XXXXXX (ENXXXX)
Customer Relations
 
falconman515 said:
Was promised they would not charge me the upgrade fee but I had to wait ... they said go ahead and pre-order and they would credit my account the $250.

Got it approved and in writing and sent to me via an email.

So ya I can pre-order but I still pay the extra $250 now but get a credit on my bills so I wont have a bill basically for about 2 plus months.

Works For Me !!!

Here is the email that was sent ... with their names and info taken out of course to cover them and me maybe is someone calls trying to ask for these people .........


Subject: AT&T Promise


Due to note on 09/13 at 14:56, Promised customer that if he goes ahead and pre-orders iphone 5 and pays $450,
that we will credit his account $250 when he activates the phone. Approved by mgr. DXXXX MXXXXXX

EXX XXXXXX (ENXXXX)
Customer Relations
Click to expand...

Mine was an official looking format with rep name, date, time, credit amount, and statement about credit showing up in 1-2 business days. Anyway the way I got my credit was not in one lum sum as shown on my online statement. It was a combination of different amounts (10 times) to make up 496.82!
 
They moved my upgrade date to Oct 7. They also cut my bill by $10 a month (down to $29) and gave me free texting for 6 months. That was my second call. My first one netted me a $400 visa card for trying U-verse. I had been wanting to try it anyway. They gave it to me with no contract. No installation either. I can say I am pleased with AT&T tonight.
 
was gonna open a new line and do the dummy line thing.

but saw this thread and gave customer service a call just now and was polite.

they are crediting my account $250 :D

this is the best case scenario, now i dont have to open a dummy line.

thanks so much OP.
 
thadoggfather said:
was gonna open a new line and do the dummy line thing.

but saw this thread and gave customer service a call just now and was polite.

they are crediting my account $250 :D

this is the best case scenario, now i dont have to open a dummy line.

thanks so much OP.
Click to expand...

Which number did you call aren't all the lines closed now? Are you guys emailing them instead, did they get back quickly?
 
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