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Old February 11th, 2011, 04:47 AM   #2 (permalink)
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Originally Posted by kmr2010 View Post
Wanting the Inspire 4G! I have been reading this site for info, and you all seem very informed, so here is my question. I've read about cancellations department and how contacting them with threatenting to cancel MAY get an early upgrade. I'm now on my 3rd iPhone 4 since Halloween (whenever I got the first one) because they all either 1) won't hold a signal 2) won't find edge or 3G AT ALL or 3) "cannot connect to cellular data network". It's quite annoying and I have expressed to AT&T that I just want a phone that works and they are very nice, but say there's nothing they can do as I'm under contract. I really am considering switching, but if I call, and tell my story, does anyone think this will really work? We've been with AT&T for 8 years.
First of all, the cancellations department is _not_ where you want to start. They get threats of canceling all day long, get pretty tired of it, especially right now with all the Verizon activity ,and therefore are more likely to flex their authority and tell you to get lost (so to speak).

I take a completely different approach. I call into the regular customer service department, with a friendly, but matter of fact tone of voice. I tell my story, explain that my current phone (whatever it might be, cause I do this whenever I want a new phone) is not working for me and I want to replace it with _______ whatever phone I happen to want.

They listen and usually say no. At that point, I say thank you for trying to help me, (even though they didn't) and then I ask for a supervisor. They usually say they're busy, I say no problem I will wait. They say, let me have them call you back. I say I'm too hard to reach and I will hold. When the super comes on the phone I repeat the story and say that I've been long time AT&T customer (true) and that I am unhappy but do not want to threaten to leave, I just want a new phone.

It's at this point they ask to put me on hold, they check with whomever they need to check with and come back saying they will be happy to help me. They then offer me the phone as some price above the upgrade price. I say thanks that's a generous offer, but it won't work for me. I want the upgrade price, since that's what others are getting.

When they say I'm not eligible for the upgrade, I remind them I'm being courteous, I'm not threatening to leave that I want to remain a happy customer and the upgrade price is what I am willing to pay. They then ask to put me on hold, they check and come back with an authorization to sell it to me for the upgrade price.

Be prepared to be on the phone about and hour to get this done, but in my estimation this is an hour well spent. So that's how I get what I want, I've done this more than six time in six years, as I upgrade every time something new comes out that I want.

Now let's debunk a myth right now. This has _nothing to do with iPhone_ customers. I see reports that AT&T is worried about losing iPhone customers so they are getting special treatment, that is NOT true. I know this as fact.

Use the method I have outlined with patience courtesy and a matter of fact, but pleasant attitude that the only thing that will satisfy you is a new phone at the upgrade price and they will take care of you.

It's why I have remained a happy AT&T customer for years.


Oh, and by the way, I've also been a Verizon customer for the same amount of time, (over a decade) and they will not do this. Their customer service is terrible.
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