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Question for AT&T employees...

Discussion in 'Android Devices' started by Blanco720, Feb 12, 2011.

  1. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    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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  2. mehrvarz

    mehrvarz Newbie

    I got a headache reading your posting.. you sound like a very difficult customer.
  3. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    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.
    coreymcl likes this.
  4. it's really gonna be luck of the draw if you get an understanding manager
  5. chief113

    chief113 Well-Known Member

    I thought it was funny. Sorry.
  6. iPood

    iPood Lurker

  7. ttusomeone

    ttusomeone Newbie

    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.
  8. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    I appreciate your one post on the forums referencing me lol
  9. iPood

    iPood Lurker

    What can I say, you inspired me enough to register :D
  10. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    The more the merrier!
  11. mehrvarz

    mehrvarz Newbie

    Fine.. you are correct. I apologize for upsetting you.
  12. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    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.
  13. Yaken

    Yaken Member

    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"
  14. MassacrMan

    MassacrMan Android Enthusiast

    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.
  15. Oridus

    Oridus Android Enthusiast

    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.
  16. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    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...
  17. Yaken

    Yaken Member

    Dunno Ori, down here to would do it if it is notated.
  18. Blanco720

    Blanco720 Android Enthusiast
    Thread Starter

    lol what?
  19. Oridus

    Oridus Android Enthusiast

    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)
  20. Yaken

    Yaken Member

    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.
  21. Yaken

    Yaken Member

    Yeah I hear you Oridus.
  22. MarcMaiden

    MarcMaiden Android Enthusiast

    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.
  23. Loiselle

    Loiselle Well-Known Member

    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.
  24. Oridus

    Oridus Android Enthusiast

    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...
  25. Loiselle

    Loiselle Well-Known Member

    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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