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Old February 12th, 2011, 03:34 PM   #1 (permalink)
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Default Question for AT&T employees...

After having called customer service over 30 times and spending close to 3 hours on the phone, I have finally got it set up to upgrade early (contract ends in december, upgradable in August) for the $99 price for both myself and my wife. I don't want to order and have the phone shipped, I would rather go to the store to pick one up. The rep told me over the phone the store manager could let me but probably not. He said he has never had a store manager allow a customer to upgrade in-store so far from their upgrade date. My account has TONS of notations asking and justifying it, but they said there is nothing they can do.

My question is, do you know a way that I can get the manager to allow me to upgrade in store?

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Old February 12th, 2011, 04:07 PM   #2 (permalink)
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I got a headache reading your posting.. you sound like a very difficult customer.
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Old February 12th, 2011, 04:11 PM   #3 (permalink)
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I got a headache reading your posting.. you sound like a very difficult customer.
Im extremely polite and most of the reps offer to do this stuff without me even having to ask.

Why do you feel compelled to post something like that. You clearly aren't an att rep, nor did you have anything constructive to say.

Why don't you head back over to the iphone forums or something and let me be, you tool.
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Old February 12th, 2011, 04:13 PM   #4 (permalink)
 
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After having called customer service over 30 times and spending close to 3 hours on the phone, I have finally got it set up to upgrade early (contract ends in december, upgradable in August) for the $99 price for both myself and my wife. I don't want to order and have the phone shipped, I would rather go to the store to pick one up. The rep told me over the phone the store manager could let me but probably not. He said he has never had a store manager allow a customer to upgrade in-store so far from their upgrade date. My account has TONS of notations asking and justifying it, but they said there is nothing they can do.

My question is, do you know a way that I can get the manager to allow me to upgrade in store?
it's really gonna be luck of the draw if you get an understanding manager
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Old February 12th, 2011, 04:21 PM   #5 (permalink)
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Im extremely polite and most of the reps offer to do this stuff without me even having to ask.

Why do you feel compelled to post something like that. You clearly aren't an att rep, nor did you have anything constructive to say.

Why don't you head back over to the iphone forums or something and let me be, you tool.
I thought it was funny. Sorry.
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Old February 12th, 2011, 04:28 PM   #6 (permalink)
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Im extremely polite ....... let me be, you tool.
Priceless.
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Old February 12th, 2011, 04:45 PM   #7 (permalink)
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My question is, do you know a way that I can get the manager to allow me to upgrade in store?
I'm kinda in the same boat as you. I'm due an upgrade in May, and AT&T has offered me an early upgrade. It's noted in my account and I even have emails/voicemails from customer service indicating they have authorized me for an early upgrade. I called customer service to see if I had to order it through them or if I could get it in the store, they guy I spoke with said that I could do whichever I wanted (he even said that if I go to the store I would save shipping costs). I'm going tomorrow so hopefully everything will work out. I'd still be interested to hear from an AT&T employee to get their opinion.
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Old February 12th, 2011, 04:56 PM   #8 (permalink)
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Priceless.
I appreciate your one post on the forums referencing me lol
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Old February 12th, 2011, 05:07 PM   #9 (permalink)
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I appreciate your one post on the forums referencing me lol
What can I say, you inspired me enough to register
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Old February 12th, 2011, 05:08 PM   #10 (permalink)
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The more the merrier!
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Old February 12th, 2011, 07:38 PM   #11 (permalink)
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Im extremely polite and most of the reps offer to do this stuff without me even having to ask.

Why do you feel compelled to post something like that. You clearly aren't an att rep, nor did you have anything constructive to say.

Why don't you head back over to the iphone forums or something and let me be, you tool.
Fine.. you are correct. I apologize for upsetting you.
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Old February 12th, 2011, 07:43 PM   #12 (permalink)
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Fine.. you are correct. I apologize for upsetting you.
No worries. I just wasn't in the mood to be trolled. Someone stole my amazon package that had my lexar 32gb class 10 micro sdhc card off my doorstep.
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Old February 12th, 2011, 08:15 PM   #13 (permalink)
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If it is notated the manager shouldn't have an issue doing the upgrade early. There is actually a little drop down box that says "previously notated in account notes"
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Old February 12th, 2011, 08:22 PM   #14 (permalink)
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No worries. I just wasn't in the mood to be trolled. Someone stole my amazon package that had my lexar 32gb class 10 micro sdhc card off my doorstep.
You can get your money back from the shipper for that since they just left it on your door step, call Fedex or UPS or whomever delivered the package about it.
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Old February 12th, 2011, 08:28 PM   #15 (permalink)
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Early upgrades are not going to net you a $99 price point. In store Managers generally will not discount the price of their product to a 2yr pricing for an early upgrade even if the notes say so... for many different reasons. If customer service over the phone is offering you an early upgrade at the 2yr pricing, you'll have to stick with getting the product through the mail... I hate to say it. If you find a manager at a cor store that's willing to do it, more power to you, but generally they're not going to go against their policy because you don't want to wait for your phone..

I am not trying to piss in your wheaties or anything, but it's the nature of things.

Also, many of the customer service reps do not understand the regulations that we have set for us at the COR stores, so even if they say that we can give it to you at the discounted price that they offer, most likely we can't. I get calls from our CS daily asking if we have sim cards in stock and if we can give it to a customer for free. It's standard knowledge that at&t cor stores do NOT charge for sim cards.... so if that's any indicator to you about how informed is of CS is about stores and how they operate, I hope it would give you some insight or something to think about the next time you talk to a CS agent. It doesn't mean that they're not doing their job right, it's just that they are most likely mis-informed.
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Old February 12th, 2011, 08:29 PM   #16 (permalink)
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Im hoping he won't have an issue doing the upgrade.

I called ups. they said I had to contact amazon first, at which point amazon will contact them and they will initiate some investigation. Only down side is im out of card for 1-8 days, and amazon is back ordered on them...
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Old February 12th, 2011, 08:32 PM   #17 (permalink)
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Dunno Ori, down here to would do it if it is notated.
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Old February 12th, 2011, 08:32 PM   #18 (permalink)
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Dunno Ori, down here to would do it if it is notated.
lol what?
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Old February 12th, 2011, 08:35 PM   #19 (permalink)
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Dunno Ori, down here to would do it if it is notated.
Then you have a generous manager. In most cases, something like that goes against the stores numbers in operation which could cause adverse effects in staffing / training structures down the line. (It makes the store like they're just throwing out cheaper phones, doesn't matter if there are notes or not, it still goes against metrics)
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Old February 12th, 2011, 08:35 PM   #20 (permalink)
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Oridue said that a manager would not do it. From my experience as long as it is notated CLEARLY and it doesn't say early upgrade, but actually specifies that you are going to get the FULL discount on the phone it should be done.
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Old February 12th, 2011, 08:35 PM   #21 (permalink)
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Yeah I hear you Oridus.
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Old February 12th, 2011, 09:13 PM   #22 (permalink)
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Also, many of the customer service reps do not understand the regulations that we have set for us at the COR stores, so even if they say that we can give it to you at the discounted price that they offer, most likely we can't. I get calls from our CS daily asking if we have sim cards in stock and if we can give it to a customer for free. It's standard knowledge that at&t cor stores do NOT charge for sim cards.... so if that's any indicator to you about how informed is of CS is about stores and how they operate, I hope it would give you some insight or something to think about the next time you talk to a CS agent. It doesn't mean that they're not doing their job right, it's just that they are most likely mis-informed.
Oh my god I know exactly what you mean. I'll get customers all the time who says "I talked to customer service...they said i can get a full upgrade even though im not ready for one yet"

sometimes i feel like they hire just about anyone at those call centers. Most of the time they are really nice and helpful...other times its just plain messed up.
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Old February 12th, 2011, 10:51 PM   #23 (permalink)
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Oh my god I know exactly what you mean. I'll get customers all the time who says "I talked to customer service...they said i can get a full upgrade even though im not ready for one yet"
I had a great Cancellations rep yesterday who told me I can pick up the phone at a particular local store in the AM. He called the store to inquire about the possibility of them allowing me to pick one up, and they ok'ed it. While I was a touch skeptical, he gave me all the info I needed... such as names and AT&T Employee ID numbers of the managers and assistant managers.

I even went a step further today, and called the store, and spoke to the assistant manager who will be working the AM. He set a device aside for me, and has already spoken to the manager in question about my situation.

I am all set to go.
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Old February 12th, 2011, 11:06 PM   #24 (permalink)
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I had a great Cancellations rep yesterday who told me I can pick up the phone at a particular local store in the AM. He called the store to inquire about the possibility of them allowing me to pick one up, and they ok'ed it. While I was a touch skeptical, he gave me all the info I needed... such as names and AT&T Employee ID numbers of the managers and assistant managers.

I even went a step further today, and called the store, and spoke to the assistant manager who will be working the AM. He set a device aside for me, and has already spoken to the manager in question about my situation.

I am all set to go.
Lucky for you...

Although, I hate the fact that people will call cancellations just to get something cheaper than what it should be for them. I think it's a bit un-ethical, but whatever is whatever... people who do whatever they can to get ahead...
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Old February 12th, 2011, 11:10 PM   #25 (permalink)
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Lucky for you...

Although, I hate the fact that people will call cancellations just to get something cheaper than what it should be for them. I think it's a bit un-ethical, but whatever is whatever... people who do whatever they can to get ahead...
I called because I was genuinely going to cancel.

My iPhone is just about dead, and out of warranty. The battery can stay off a charger for less than 2 hours at a time.

So I simply called to inquire, in the situation I have, to see if I could upgrade early. When they said no, I was all set to leave for Verizon or Sprint.

I am very fortunate that I am being allowed to upgrade early, and frankly, I am thankful for it, too. I didn't want to go to Verizon, Sprint or T-Mobile. I love AT&T. I am happy where I am.
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Old February 12th, 2011, 11:14 PM   #26 (permalink)
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I called because I was genuinely going to cancel.

My iPhone is just about dead, and out of warranty. The battery can stay off a charger for less than 2 hours at a time.

So I simply called to inquire, in the situation I have, to see if I could upgrade early. When they said no, I was all set to leave for Verizon or Sprint.

I am very fortunate that I am being allowed to upgrade early, and frankly, I am thankful for it, too. I didn't want to go to Verizon, Sprint or T-Mobile. I love AT&T. I am happy where I am.

If you truly loved the company, you would have ridden out your contract, and found temporary options until you had an upgrade available, instead of pulling out the "i'm going to leave" tactic.....

And I don't think you were genuinely wanted to leave the company, I just think that you were intentionally trying to get an early upgrade... as you said, you love at&t.... you didn't want to go to verizon or sprint...

you had your heart set on this phone, and you were going to get it early come hell or high water...

Sheesh... like i said, lucky you...

I'm just waiting for the day to when people doing this sort of thing starts all sorts of adverse changes for the worse...
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Old February 12th, 2011, 11:23 PM   #27 (permalink)
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If you truly loved the company, you would have ridden out your contract, and found temporary options until you had an upgrade available, instead of pulling out the "i'm going to leave" tactic.....

And I don't think you were genuinely wanted to leave the company, I just think that you were intentionally trying to get an early upgrade... as you said, you love at&t.... you didn't want to go to verizon or sprint...

you had your heart set on this phone, and you were going to get it early come hell or high water...

Sheesh... like i said, lucky you...

I'm just waiting for the day to when people doing this sort of thing starts all sorts of adverse changes for the worse...

Riding out the remaining 10 months with a phone, that could barely hold a charge? Okay... let's look at this logically.

Apple wanted $200 to replace the phone because it was out of warranty.

I could have picked up the HTC EVO 4G through Sprint, from Amazon for $100 when I first inquired about upgrading.

My ETF was $105.

Total so far, $205 to have a phone in warranty.

OR... I could have spent $200 for a phone out of warranty, that wouldn't contain a warranty anymore.

So I am thinking of this in terms of trying to get the most out of my money here.

Did I want to leave for the other 2? No.

Would I have if AT&T said they couldn't help? Yes. I would have, and was totally prepared to do so, right then and there.

And, yes, you are right. I am lucky that they did this for me. I won't dispute that. I love AT&T because they took care of me when I needed it. But don't sit there and tell me what my intentions are/were. Because you have no idea.
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Old February 12th, 2011, 11:35 PM   #28 (permalink)
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Riding out the remaining 10 months with a phone, that could barely hold a charge? Okay... let's look at this logically.

Apple wanted $200 to replace the phone because it was out of warranty.

I could have picked up the HTC EVO 4G through Sprint, from Amazon for $100 when I first inquired about upgrading.

My ETF was $105.

Total so far, $205 to have a phone in warranty.

OR... I could have spent $200 for a phone out of warranty, that wouldn't contain a warranty anymore.

So I am thinking of this in terms of trying to get the most out of my money here.

Did I want to leave for the other 2? No.

Would I have if AT&T said they couldn't help? Yes. I would have, and was totally prepared to do so, right then and there.

And, yes, you are right. I am lucky that they did this for me. I won't dispute that. I love AT&T because they took care of me when I needed it. But don't sit there and tell me what my intentions are/were. Because you have no idea.

You had the option at purchase for an extended warranty option that you refused.... at&t did take care of you sure... but in all reality, you're getting more than you know. Everybody pays back the price of their device over a 2 yr contract... so you never finished paying off your original device... which in my opinion (yes, i said opinion, not fact or saying anybody else thinks like this) is theft. and at&t took a hit because of it... it may seem small to you, but that stuff adds up. Add up everybody who does this on a daily basis, and i am quite sure that over the past... oh maybe 5-6 years, with that money alone, at&t may have enough money to push a fully expanded backhaul MUCH sooner, being ahead of the competition.
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Old February 13th, 2011, 12:33 AM   #29 (permalink)
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Ive got no dog in this fight but I will say Oridus you could look at it from a different perspective. I have been with Cingular/AT&T for over 5 years now. I did take a two month hiatus and tried Sprint out. Network was good enough, call quality was fine, and the devices are ok. Its cheaper too, so why did I go back? Customer service.

AT&T has THE best damn customer service of any company I deal with on a regular basis, by far. They go up and beyond for the customer. Its amazing. My point is that if customer service was so amazing that maybe they wouldnt have as many customers as they do, myself included (maybe not, but it certainly helps). Then AT&T would be losing out on customers which equals revenue. Sure, some phones might not get fully paid off during a customers contract but in the end they keep those customers happy. Those happy customers tell their friends and family and in turn AT&T gets more happy customers who produce revenue. Im not saying give every customer what they demand, not at all actually, but AT&T has kept my business and several others for going above and beyond.

Just another perspective is all, like I said I have no dog in this fight. Truth is though, if AT&T didnt have the amazing customer support/service I might still be with a different carrier.
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Old February 13th, 2011, 12:39 AM   #30 (permalink)
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You had the option at purchase for an extended warranty option that you refused.... at&t did take care of you sure... but in all reality, you're getting more than you know. Everybody pays back the price of their device over a 2 yr contract... so you never finished paying off your original device... which in my opinion (yes, i said opinion, not fact or saying anybody else thinks like this) is theft. and at&t took a hit because of it... it may seem small to you, but that stuff adds up. Add up everybody who does this on a daily basis, and i am quite sure that over the past... oh maybe 5-6 years, with that money alone, at&t may have enough money to push a fully expanded backhaul MUCH sooner, being ahead of the competition.
Oh good God. Have you read these?

AT&T Q4 2010 Quarterly Results Posted [AT&T Posts Q4 Financials, Activated 442k Tablets, Wireless Revenue Up 9.9% With Wireless Service Revenues Up 9.6%] TFTS – Technology, Gadgets & Curiosities

Quarterly Earnings - 4th Quarter | AT&T Investor Relations | AT&T

And not to slight VZW, T-Mobile or Sprint, these wireless companies have been making money hand over fist for years. They cry poor mouth and brain wash their employees to believe that crap.

More power to her for getting the early upgrade. After what we all pay in fees, it's the least any of these carriers can, and really should do.
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Old February 13th, 2011, 07:18 AM   #31 (permalink)
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Add up everybody who does this on a daily basis, and i am quite sure that over the past... oh maybe 5-6 years, with that money alone, at&t may have enough money to push a fully expanded backhaul MUCH sooner, being ahead of the competition.
I can't believe you were able to type that with a straight face.
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Old February 13th, 2011, 10:12 AM   #32 (permalink)
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With all the ideas flowing around here, carriers should let everyone get subsidized phones any time they want.... every day!
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Old February 13th, 2011, 10:17 AM   #33 (permalink)
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Correct me if I'm wrong, but isn't the US different than europe in that they force 2 year contracts with the justification of subsidized phones? I'd prefer to have no contract and pay a fair price for the phone. Instead, because these mobile providers dictate service terms to me, with no options otherwise, ill play my hand against theirs.

I understand go phones and the like, its just the service and rates all but force you into their profit model.
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Old February 13th, 2011, 10:40 AM   #34 (permalink)
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Originally Posted by Blanco720 View Post
Correct me if I'm wrong, but isn't the US different than europe in that they force 2 year contracts with the justification of subsidized phones? I'd prefer to have no contract and pay a fair price for the phone. Instead, because these mobile providers dictate service terms to me, with no options otherwise, ill play my hand against theirs.

I understand go phones and the like, its just the service and rates all but force you into their profit model.

That's just it though, we ARE in America and this is how it operates. Nobody's forced to sign a 2 yr contract, nobody is telling anybody to buy the phone. If you want it, you abide by the policy that you sign. I just wouldn't be shocked if eventually we have negative effect if this continues to happen.
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Old February 13th, 2011, 10:49 AM   #35 (permalink)
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What we have is a situation similar to OPEC in which mobile providers have decided how consumers are able to purchase and enjoy mobile phones in our entire country. This is BAD for consumers. The powers that be make it nearly impossible for newer companies to test/provide an alternative business model. You could throw walmart into the mix as well. My options are limited as a direct result of the situation I find myself in. Ill play the system in hopes that one day I will find myself in a situation that doesn't require it.

And to say no one is forcing me is accurate. But no one is providing a viable alternative as a direct result of the mobile providers wishes. You reap what you sow...
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