To those upgrading through AT&T Customer Service

AT&T does tend to do some odd things, like release a phone on Sunday. They are the only carriers I've ever witnessed do such a thing.

 

Ill be getting it on sunday, so this is definitely not an option. shame you can order it to be delivered on saturday.

 

What about their website, that's not through customer service, just online. Did they mention anything about online?

 

quick question: is an authorized retail user the same as a billing authority in terms of att accounts? i talked to a guy who said i needed billing authority to change my wifes account and all i can find is authorized retail user...

 

My contract expires in December of this year and, according to retail stores, I am not able to upgrade until August (6 months out). I called 1-800-331-0500 (att customer care), selected option #3 (sales, upgrades), then selected the terminate option. I didn't really even have to sell them on anything and the guy offered to upgrade my wifes phone and mine, signing a new contract today (which ends up in adding a net of 14 months if you follow my math) and morphing our lines into a family plan. Unfortunately, we cant do it until the phone is launched because it isnt in his system yet, but he is calling me back on monday to handle it all. This is literally saving me $700.

He explained to me that this is possible because he is accts cancellation department, not a retail store (whose business model is based upon sales and commissions) nor the online sales department (similar situation?). I didn't ask how many months of the two year contract you needed to fulfill in order to be eligible, but I assume safely it is about 1 yr give or take.

Exceptions to this are GOING TO or COMING FROM an iphone. He didn't go into details, but he said things get complicated and he didn't sound like he would be able to do it.

Additionally, he informed me that there would be no upgrade fee, and that he would waive shipping costs for overnight delivery (hopefully tues, no later than wed).

So in short, if you are in contract and dont mind signing a new one, this is the absolute only way to go if you trying to save a buck. I can wait 3 extra days to save that kind of scratch. Hope this helps someone who may be in the same boat.

 

Sounds like a no go for me then.

 

Did you try the same thing?

 

Just call cancellations. they don't get paid to sell or not. they get paid to keep you. literally. give that a shot and see if it doesnt work out.

 

What is it you exactly said?

 

This is the exact reason I enjoy AT&T. They've done similar things for me literally every year. People who complain just don't know how important it is to be courteous to the reps. I've honestly never had one bad experience.

Here's another tip. You may get a no at some point. Thank them genuinely and immediately call back. The next person you speak to will do the deal for you. It's a sure thing.

 

I had to call back a couple of times. but I had luck the last two of about 5 I tried. Essentially, I told them this:

In response to, "why were you looking to cancel your acct"

I am looking to upgrade to 4G. I saw that you are launching Inspire on the 13th, but the store told me I wasn't eligible until August and there was nothing they could do. I read online that Verizon is launching the HTC Thunderbolt on the same day and it is also 4G. I would like to know how much my early termination fee.

In response to, 'how can I help you'

I would like to know my early termination fee.


Sometimes they make you sweat a bit but I have gone so far as, I would like to cancel, can you help me or transfer me to someone who can?

I usually get a good response on those hard reps with that.


(don't ask why I called so many times lol)

 

So you got shot down the first few times, and then just simply hung up and tried again? They don't keep track of the fact that you called several times earlier that day?

 

Im sure they log it. But once I called and my bill was late (by 1 day!), next I called and she said she couldnt help, then I called and the person was clueless. I called back and got a guy to help but I needed some information from my wife for my particular case so I asked him to call me back. He didn't call back so I called the number again and got help. then he called me back and we are going to speak on monday when the phone is in the system. Hes going to overnight it to me for free lol.

this is the best way to go. make sure you are talking to cancellations. like i said, they get paid to keep you, so if you threaten to leave, they will help. no use calling before monday though, Inspire isnt in their system.

 

Amen brother. I think I might have gotten the idea from you. We will be getting Inspire a bit late (as compared to most the peoples in this forums) but we get it EL CHEAPO! lol

 

Okay, first try, unsuccessful. lol. The lady didn't try very hard to keep me. Instead of trying to offer me incentives to stay, she simply fed me reasons why AT&T is better than Verizon.

Although, surprisingly, my ETF fees amounts were much lower than I thought they'd be. $80 for my wife's 3GS, and $122 for my Captivate.

 

Family plan.