11-09-2013 11:25 PM
11-10-2013 5:02 AM
11-10-2013 12:20 PM
Actually there are a couple of options. Insurance is always the first line of defense for broken phones. Assuming there is no coverage on your line, you can use any eligible upgrade for the replacement phone. It does not have to be that line that is broke to spend an upgrade for another line on your plan. Check your account to see if any of your lines are eilgible to upgrade now with a discount. Use one of those if one is available.
Also, you don't have to purchase a replacement phone from AT&T, you can get a replacement phone, from eBay, Target, Wal Mart or any other vendor of AT&T phones. Any AT&T compatible phone would work, even one that is laying around the house from a former upgrade since you have been with them a long time, you can re activate a phone you own now as well.
If a cross upgrade is not an option, you might want to see what can be done when you all into Customer Servcie and ask for the "Retention" department. They have more tools to work with customers that have been there a long time, and might be the solution to your problem.
11-10-2013 10:00 PM
Sorry to hear about your issues. Not sure how much is your car payment, I think you best you give a more exact number, how lines you have, etc to better help you.
As for your son's broken phone; I don't really think that is AT&T's fault; either I take care of my device or I buy a replacement if I break mine. Insurance is something to consider if buying a phone is a large out-of-pocket expense.
As for loyalty; you really won't find any major carrier in the world who really cares about customer loyalty these days. You'll find the same level of support from any other one you switch to.
My opinion is to pick the best carrier coverage that you need.