Wow. I guess I am a fortunate one. Maybe being a current iPhone customer had something to do with it.
On Saturday, January 29, 2011, I called to inquire about the possibility of an early upgrade. When the lady from Customer Service said that I am too far away (May 29 is my official upgrade day) to allow me for an upgrade. I immediately said, "I would like to speak with Account Cancellations, then."
The operator I spoke with next was actually pretty awesome. He simply asked "What's the issue? Why are you looking to leave us?" I explained the situation, that I wanted to upgrade early, not to the iPhone 4, but rather to a device that is coming out soon. I stated that I have no issue paying my low ETF (at the time of the call, it was $105.) and going to Verizon or Sprint for their phones.
After being on hold for a minute or 2, he came back on the line and asked what phone, exactly, I had in mind. And, "If you want, I can upgrade you to any phone right now if you want for the new customer price, not the early upgrade price."
I thanked him for the offer, but was only interested in the phone. I told him it was the HTC Inspire 4G that should be out in the month of February. He put me on hold again, and came back to say, "Well, the phone isn't out yet, and hasn't been given a date yet. What we can do, is flag your account right now, that when the phone is released, we can call you to go through the order process. We'll let you upgrade to the device, less $50."
Once I heard that, I was happy. But a touch confused. "Less $50? What's that mean?"
"You get the new customer deal, with a 2 year agreement, and an additional $50 off" he replied.
By the end of the 45 minute phone call, I had this operators ID, email address, and noted in my account of the entire conversation. No matter who I speak with in cancellation when I go to order will be more than aware of the prior calls and what to do.
So, maybe it's because I am a current iPhone customer, and the threat of leaving like that had something to do with it. Maybe it was a good Customer Service Rep. I don't know. But I also made sure to get everything copied on my end. The names and operator ID's of everyone I've spoken with. You gotta keep track of these things.