iPhone 4s upgrade policy - Formulated to drive business to other carriers

[vortexrider]

Have an iPhone 4 with AT&T and planning on getting the new iPhone 4s at the $199, $299 or $399 price points?

Sorry folks, you're screwed!! ...

Even if you purchase a the iPhone 4 on the day it was released (which I did), AT&T upgrade policy will not let you purchase a iPhone 4s until sometime in 2012 unless you want to pay for the phone, then a $250 early upgrade fee and a additional $18 administrative upgrade fee.   Even being a loyal customer since 2006 with multiple lines, an early adopter of the iPhone 4 and referring dozens of people to AT&T who also purchased iPhones gets you no consideration from AT&T. 

This on top of the fact that I specifically asked the AT&T store employee I consulted before purchasing the iPhone 4, if I would automatically be eligible whenever the next iPhone came out...his response "Sure, since your buying on the first day the iPhone 4 is available, you will automatically be eligible the day the next phone comes out".

So my alternatives:

1 - Wait until next year - while folks who didn't spend money with AT&T to buy the iPhone 4 are rewarded with purchase of the iPhone 4s...

or

2- Cancel your contract with AT&T (pay the early cancellation fee $175) and go to Verizon or Sprint (they have unlimited data), start a new contract and get the phone for $199, etc.

I'm sorry that AT&T has taken such a hard line, disregarding it's loyal customers...up to this point I've alway been happy with my service. 

Mike U.

[wingrider01 ACE - Geek]

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vortexrider wrote:

Have an iPhone 4 with AT&T and planning on getting the new iPhone 4s at the $199, $299 or $399 price points?

Sorry folks, you're screwed!! ...

Even if you purchase a the iPhone 4 on the day it was released (which I did), AT&T upgrade policy will not let you purchase a iPhone 4s until sometime in 2012 unless you want to pay for the phone, then a $250 early upgrade fee and a additional $18 administrative upgrade fee.   Even being a loyal customer since 2006 with multiple lines, an early adopter of the iPhone 4 and referring dozens of people to AT&T who also purchased iPhones gets you no consideration from AT&T. 

This on top of the fact that I specifically asked the AT&T store employee I consulted before purchasing the iPhone 4, if I would automatically be eligible whenever the next iPhone came out...his response "Sure, since your buying on the first day the iPhone 4 is available, you will automatically be eligible the day the next phone comes out".

So my alternatives:

1 - Wait until next year - while folks who didn't spend money with AT&T to buy the iPhone 4 are rewarded with purchase of the iPhone 4s...

or

2- Cancel your contract with AT&T (pay the early cancellation fee $175) and go to Verizon or Sprint (they have unlimited data), start a new contract and get the phone for $199, etc.

I'm sorry that AT&T has taken such a hard line, disregarding it's loyal customers...up to this point I've alway been happy with my service. 

Mike U.

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Sorry you are wrong, that is the standard upgrade policy for ANY phone, ATT gave a PERK to the existing Iphone (for those with family plan, it was only given if the iphone was the primary line on the plan) users to allow them to upgrade early.  They have not done it for any other phone that they carry, which spoils the Iphone users who thing they deserve that every time a new iphone is released. If , in 6 months the mythical Iphone 5 is announced will  you be back demanding a upgrade to that? That is the problem with perks, people tend to think they deserve them all the time.

I am actually surprised that the other smartphone users are not flooding the boards demanding the same thing

[vortexrider]

Verizon and Sprint must be very happy with AT&Ts upgrade policy...

BTW my daughter who bought an iPhone 4 with Verizon (in June of 2011) is being offered an upgrade to the 4s for $199...I just called then to confirm this...Guess they just value customers more...

Had to add an edit to my reply...

If you live in the Baltimore market, watch WBAL-TV news this evening, an close associate of mine and news director will be running this story as an OP-ED piece tonight.  (It seems he's also an AT& iPhone 4 - iPhone 4s ineligible owner).

[wingrider01 ACE - Geek]

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vortexrider wrote:

Verizon and Sprint must be very happy with AT&Ts upgrade policy...

BTW my daughter who bought an iPhone 4 with Verizon (in June of 2011) is being offered an upgrade to the 4s for $199...I just called then to confirm this...Guess they just value customers more...

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If you think their policy is any different I suggest you read it closer.

I would double check your comment on Verizon with the iphone, that is NOT what is being reported on the forums nor is it what is being said on the upgrade date for my Verizon Iphone which was one of the first ones to hit the bricks, along to 20 others on the business account. From the Verizon site, so if this is true they have not updated the online information

[vortexrider]

Regardless of what their policy might state, they apparently make exceptions to keep customers happy...imagine doing something insane like that...

[JFizDaWiz]

why do you need a new phone every year? just pay the full price for the phone and you can have it whenever you like

[belome]

Yeah, and Verizon doesn't have unlimited data plans anymore either.

[yozhbk]

@wingrider01 I like the way you disagree with everyone and keep saying that ATT is so great in giving 1 time perk for iPhone 4 and now we should sit and just take what we get... While everyone who is in the same position as me crying about this.

There is such a thing as customer satisfaction.... If your customers are not satisfied because they are being jerked around you will loose business, specially if options are so broad now and its cheaper to take other options then to stay here......

People are not happy with service already and now this smack in the face, oh boy the fourth quarter doesn't look good......

[yozhbk]

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JFizDaWiz wrote:

why do you need a new phone every year? just pay the full price for the phone and you can have it whenever you like

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Wow what a question ? Why do you need new computer every few years ? Why do you need a new car ? Why ? If we werent paying service fees and not using ATT I can see paying full price, but then why stay here ? 

[vortexrider]

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JFizDaWiz wrote:

why do you need a new phone every year? just pay the full price for the phone and you can have it whenever you like

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That has to be one of the most arrogant comments I've seen.  First, it's new technology, new features...if there were no point, Apple wouldn't have introduced the 4S...

As for the "'just pay the full price", I'll tell you what, give me an email address and I'll tell you where you can send the check for the difference, since apparently you don't see the additional cost as a big deal...might as well send enough to upgrade my wifes phone too...

Between what AT&T makes from my personal phones and the 80 phones I've contracted for my company...I think they can squeeze out a single upgrade...

[dwill05]

There really isn't much more to say, is there? Either ATT will change their mind and let people upgrade early or they won't. And if they don't, either enough people will leave and ATT will collapse due to their own inner rottenness soon afterwards, or nothing really will happen to ATTs bottom line or business.

At this point, all we can do is sit back and wait. We can argue back and forth about what's "right", but ultimately it's ATTs choice and everyone, us and them, will just have to deal with the consequences, whatever they turn out to be.

[yozhbk]

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dwill05 wrote:
There really isn't much more to say, is there? Either ATT will change their mind and let people upgrade early or they won't. And if they don't, either enough people will leave and ATT will collapse due to their own inner rottenness soon afterwards, or nothing really will happen to ATTs bottom line or business.

At this point, all we can do is sit back and wait. We can argue back and forth about what's "right", but ultimately it's ATTs choice and everyone, us and them, will just have to deal with the consequences, whatever they turn out to be.

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But we have to voice our opinion on this, if enough peolpe complain ATT is bound to do something..... 

[JFizDaWiz]

Why should at&t have to change its policy for upgrades just so you can have the new iPhone, though. you don't need to have the phone the day it comes out if you're not willing to pay the full price.I actually don't sign contacts anymore, I buy the phone out right.

[vortexrider]

It's so comforting to have someone who knows what I need, when I need it and how much I should be willing to pay for it...with that philosophy, maybe you should be called  "The People's Republic of AT&T".

[BadBadLeroyBrown ACE - Warrior]

Well,  you're wrong on another account. Got my iPhone 4 the day it was released (actually, day before the official launch date b/c of UPS or FedEx), and I'm eligible for an upgrade NOW. Why? Because my line runs over $100/month before taxes, and I've been a customer of BellSouth/Cingular/AT&T since the last CENTURY (the dark ages of 1998 or so).

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vortexrider wrote:

Have an iPhone 4 with AT&T and planning on getting the new iPhone 4s at the $199, $299 or $399 price points?

Sorry folks, you're screwed!! ...

Even if you purchase a the iPhone 4 on the day it was released (which I did), AT&T upgrade policy will not let you purchase a iPhone 4s until sometime in 2012 unless you want to pay for the phone, then a $250 early upgrade fee and a additional $18 administrative upgrade fee.   Even being a loyal customer since 2006 with multiple lines, an early adopter of the iPhone 4 and referring dozens of people to AT&T who also purchased iPhones gets you no consideration from AT&T. 

This on top of the fact that I specifically asked the AT&T store employee I consulted before purchasing the iPhone 4, if I would automatically be eligible whenever the next iPhone came out...his response "Sure, since your buying on the first day the iPhone 4 is available, you will automatically be eligible the day the next phone comes out".

So my alternatives:

1 - Wait until next year - while folks who didn't spend money with AT&T to buy the iPhone 4 are rewarded with purchase of the iPhone 4s...

or

2- Cancel your contract with AT&T (pay the early cancellation fee $175) and go to Verizon or Sprint (they have unlimited data), start a new contract and get the phone for $199, etc.

I'm sorry that AT&T has taken such a hard line, disregarding it's loyal customers...up to this point I've alway been happy with my service. 

Mike U.

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[vortexrider]

I'd love to talk to whoever you did since my monthly bill is near $150.00/month for my two lines, I bought the phone pre-order pickup on the day of release and have been a customer since 2006 with and have had every model of iPhone, besides this the company I own has a contract for 80 phones with AT&T.

Now explain why I'm not eligible until 2/2012, while apparently others are...A little honesty and explanation would go a long way here AT&T !

[BadBadLeroyBrown ACE - Warrior]

I didn't talk to anyone. I just used the *639# to verify my upgrade eligibility, and I went to the upgrade site to see if it would let me go through the preorder (since I'm a Premier customer). 

It doesn't matter how much you spend on multiple lines; I think it's really keyed on whether the primary line in a family plan costs more than $100/month. Of course, there are other factors, some of which I don't likely know. The formula for AT&T calculating upgrade dates is about as transparent as the one used to pick High Holy Days.

[yozhbk]

I wonder what will happen if I change my plan now to have primary line go over 100$ and then change it back

[BadBadLeroyBrown ACE - Warrior]

Not going to work at this point. It has to be in place for an unknown number of months to drive your average revenue figure above a certain point (and I've never worked for AT&T, so I can't even give you an approximation of the formula).

Chances are, unless AT&T magically relents on this in the next 12 hours, that anyone who isn't eligible for an iPhone upgrade tomorrow won't get any special dispensation.

[21stNow]

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yozhbk wrote:

I wonder what will happen if I change my plan now to have primary line go over 100$ and then change it back

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That actually extends your upgrade eligibilty to a later date.

[elnoseface]

I don't understand why people are white knighting AT&T.  For the past 3 years they have been letting iphone users upgrade early. This year they decide to not only stop letting people upgrade early they have pushed back the upgrades for some people with no explanation. Of course people are going to be upset. 

All AT&T would have to do is say "hey guys we just can't afford it this year, sorry!" and people wouldn't be so mad. Instead they go with excuse after excuse one of them being "We don't even know how upgrades really work. There are 150 variables that go into it." 

If a company doesn't want it's customers to expect discounts and perks, they shouldnt have offered it to them for the past 3 years. If you stop giving out those expected perks you should be open and honest and tell them what is going on. 

[vortexrider]

This is part of the problem, AT&T is giving the appearance of an un-level playing field.  As I see it, I meet all the criteria that others who have been eligible have cited.

So what is it AT&T, do you throw darts, flip a coin, use a ouija board...?   I was told that by a customer service manager on the phone that there are NO exceptions to the upgrade policy and it's the same 'across the board'.  After seeing proof from others with iPhone 4 that are eligible, it is obvious that their staff are either outright lying, or totally misinformed. 

[yozhbk]

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BadBadLeroyBrown wrote:

Not going to work at this point. It has to be in place for an unknown number of months to drive your average revenue figure above a certain point (and I've never worked for AT&T, so I can't even give you an approximation of the formula).

Chances are, unless AT&T magically relents on this in the next 12 hours, that anyone who isn't eligible for an iPhone upgrade tomorrow won't get any special dispensation.

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I think most people would be happy (like me) just to have 1 phone line to be able to upgrade at a 199$ price point and then eat the "early upgrade" fee on the other line, but ATT is being stobern and will not budge at this point. Will see what happens in coming week...... 

And I dont think ATT is going to give in at this point. I think they well however apologies in few weeks, when cancelations will start coming in and a big out cry from public. This is generally the way this companies express there appreciation for a customer.... 

[atomix]

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BadBadLeroyBrown wrote:

Well,  you're wrong on another account. Got my iPhone 4 the day it was released (actually, day before the official launch date b/c of UPS or FedEx), and I'm eligible for an upgrade NOW. Why? Because my line runs over $100/month before taxes, and I've been a customer of BellSouth/Cingular/AT&T since the last CENTURY (the dark ages of 1998 or so).

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This is most clearly not the case. I have been with AT&T as a Premeir Business Customer since 2004, and my phone bill is over $150/month. I called Premier Support, got transfered to their "Customer Resolution Department" and spoke with an employee named Neil {Personal content removed for safety}. After spending 30 minutes on the phone with gentleman, I realized that my concerns were not being addressed. 

I am in the costumer service industry myself, and one of the rules we follow is the 10-10-10 Rule. It states it takes $10,000 to get a customer, it takes 10 seconds to lose one, and it take 10 years for a problem to go away. 

Further, a satisfied customer will tell 4 people about the care and services recieved from the organization for 18 months, and a dissatisfied customer tells 20 other people about a bead experience for about 23 years. 

I am most definitely one those dissatisfied customers. I am giving AT&T one more opportunity to retain me as a customer, or I am taking my business to Sprint. 

[iphone_chick]

I made a separate post about my friend's upgrade issue. You can see it here:

http://forums.att.com/t5/Phone-Upgrade/2-Year-Contract-up-but-NOT-allowing-iPhone-upgrade-for-anothe...

It's true that AT&T will push back people's upgrade for many issues. My friend made some late payments. His bill has been current for some time now. He bought his iPhone 3G back in 2008!!! He has NOT upgraded all these years but now wants the 4GS. AT&T tells him he has to wait until FEBRUARY 2012 to upgrade an old phone Apple doesn't even support anymore. He had no idea that his upgrade would be affected by late payments. ESPECIALLY considering his contract with them has been up for a year.

AT&T couldn't explain it. They were "kind" enough to say they could upgrade him to any phone other than an iPhone. REALLY?? They obviously want people to switch to other carriers.

[MRConsumer]

for those who arent aware there are actually ways out of your AT&T contract at no additional cost to you, although we are bound by these contracts so are they and a simple web search can provide some additional enlightenment

[BadBadLeroyBrown ACE - Warrior]

I don't know what to tell you. I'm just imparting to you what I've gleaned from reading the forums here. I've no more insight into upgrade eligibility calculations than I do the temperature on Mars. I'm not sure if different FAN accounts negotiate different upgrade terms, or what. It seems like a number of people are eligible in the next month. 

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yozhbk wrote:

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BadBadLeroyBrown wrote:

Not going to work at this point. It has to be in place for an unknown number of months to drive your average revenue figure above a certain point (and I've never worked for AT&T, so I can't even give you an approximation of the formula).

Chances are, unless AT&T magically relents on this in the next 12 hours, that anyone who isn't eligible for an iPhone upgrade tomorrow won't get any special dispensation.

---

I think most people would be happy (like me) just to have 1 phone line to be able to upgrade at a 199$ price point and then eat the "early upgrade" fee on the other line, but ATT is being stobern and will not budge at this point. Will see what happens in coming week...... 

And I dont think ATT is going to give in at this point. I think they well however apologies in few weeks, when cancelations will start coming in and a big out cry from public. This is generally the way this companies express there appreciation for a customer.... 

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[BadBadLeroyBrown ACE - Warrior]

So let me get this clear...you've been a Premier customer for 7 years, and your LINE (not your whole account) runs over $150/month? Seriously, I don't know what to tell you. Not an AT&T employee, and have no insight into their magical formula for determining upgrade elibility. I just know what the deal is with MY account, and I've shared what I've read in this board.

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atomix wrote:

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BadBadLeroyBrown wrote:

Well,  you're wrong on another account. Got my iPhone 4 the day it was released (actually, day before the official launch date b/c of UPS or FedEx), and I'm eligible for an upgrade NOW. Why? Because my line runs over $100/month before taxes, and I've been a customer of BellSouth/Cingular/AT&T since the last CENTURY (the dark ages of 1998 or so).

---

This is most clearly not the case. I have been with AT&T as a Premeir Business Customer since 2004, and my phone bill is over $150/month. I called Premier Support, got transfered to their "Customer Resolution Department" and spoke with an employee named Neil {Personal content removed for safety}. After spending 30 minutes on the phone with gentleman, I realized that my concerns were not being addressed. 

I am in the costumer service industry myself, and one of the rules we follow is the 10-10-10 Rule. It states it takes $10,000 to get a customer, it takes 10 seconds to lose one, and it take 10 years for a problem to go away. 

Further, a satisfied customer will tell 4 people about the care and services recieved from the organization for 18 months, and a dissatisfied customer tells 20 other people about a bead experience for about 23 years. 

I am most definitely one those dissatisfied customers. I am giving AT&T one more opportunity to retain me as a customer, or I am taking my business to Sprint. 

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[Ba1dwin]

Ok, so I have read a couple forums and most are saying they take into account a lot of factors: Credit score and payment history, additional lines on phone, preimier service holder, etc.; but I don't think that's right.

I think I know what it is:

ATT has always offered a ONE TIME upgrade for "free" (on any phone) after the first year in a 2 year commintement (allows them to extended the contract further). So when you had your 3G, you upgraded to 3GS (Using your ONE TIME ) then upgraded to the 4 (which they made an exception for everyone because they knew they could lock customers into another two year commitment since their contract with Apple was ending at the end of the year and Verizon could now pick it up and they would loose customers; but they won't admit that). They knew for the iPhone 4S release (all providers now carry) that current customers over the 1 year mark that have used the ONE TIME upgrade option still have another year on the their contract and most won't pay the hefty early termination fee; so ATT is holding off current customers over one year mark who have already used the ONE TIME upgrade until November to try and bring in new customers and get their new iPhone 4S to them sooner so that current customers won't be 'Hogging" up all the phones for pre-order. So if you used your eligable ONE TIME free upgrade option from the 3G to the 3GS, this is why you have to wait. My wife originally got the iphone 3GS and was able to upgrade to the 4 (ATT allowing all customers to due this did not use her ONE TIME upgrade) but she has not completed her one year out of the two year commitment until April 2012; at that point in April she is able to use her ONE TIME upgrade option for the new phone. Now, they may allow customers to upgrade every year for the iPhone to keep curent customers but there will be a waiting period for now on so new customers can be obtained and get their phone fast and not already be mad at ATT (Just give them a few weeks!) for waiting weeks for a their phone to arrive.

I orginally bought the 3G and waited the two years until I got the 4, so I did not use my ONE TIME upgrade and I am over the one year mark; I think this is why I can upgrade now.

[21stNow]

My experience conflicts with your theory.  I have never upgraded a phone at the one-year mark.  In fact, in my 8+ years with AT&T, I've only had three phones.  However, my upgrade date for the iPhone 4S is at the 20-month mark.