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Upgrade fee for iPhone 6

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Upgrade fee for iPhone 6

I am no longer under contract with AT&T so I don't understand why I have to pay $40 to "upgrade" to the iPhone 6. I can just take my business to Verizon or another carrier and not have to pay the $40. Is anyone else bothered by this unnecessary charge?

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Message 1 of 85
ACE - Sage

Re: Upgrade fee for iPhone 6

That's correct. You keep the discount and avoid the upgrade fee if you buy at full cost.

You can do so with Apple if you want to add Apple Care plus to your phone.

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 61 of 85
Highlighted
ACE - Sage

Re: Upgrade fee for iPhone 6

@AngryPerson81

 

The Apple website is wrong.  I have passed the information along, I don't know why it hasn't been fixed yet.   the ATT website is correct.

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 62 of 85
Tutor

Re: Upgrade fee for iPhone 6

It's not wrong. I have a $15 upgrade fee on my bill now after preordering through Apple.

Message 63 of 85
ACE - Sage

Re: Upgrade fee for iPhone 6

@ryan_975

 

I didn't say it wasn't there.  It is, it should NOT be.   It is Apple's error.

I just got off the phone with 1-800-my-apple and they said while both apple and ATT know of the error, they have not been able to fix it yet.  

 

please call ATTENTION and have them credit the $15 on your bill.

 

I repeat, again, the charge is wrong, you are entitled to a credit.  Do not wait for ATT to catch it, call and request the credit.

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 64 of 85
Tutor

Re: Upgrade fee for iPhone 6

I called to talk to an AT&T support person and they said the $15.00 upgrade charge IS correct as of August 1, 2015 for Next and BYOD phone changes.   However, they did waive it for me as a "one time courtesy"  since it was such a recent change in their policy.

 

 

 

Message 65 of 85

Re: Upgrade fee for iPhone 6

That is absurd..you buy your own device and they charge you an "upgrade" fee that defies logic...

Message 66 of 85

Re: Upgrade fee for iPhone 6

Just as I suspected.  How many people will take the time to call ATT over this "upgrade" fee? Seems like a huge money maker to me.

 

 According to this article (http://www.droid-life.com/2015/07/21/att-raising-upgrade-fees-to-45-will-add-15-activation-fee-to-ne... the "upgrade" fee is only supposed to be for new lines.  Seems like awful good timing to do it one month before the iPhone release.  Guess they want us to pay for not only monthly service but also the privilege of using our phone on their network.  I love oligopolies!

Message 67 of 85
ACE - Sage

Re: Upgrade fee for iPhone 6

@AngryPerson81

 

The link keeps saying page not found.

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 68 of 85
ACE - Sage

Re: Upgrade fee for iPhone 6

@ryan_975

 

WHat the?   Both Apple and ATT are telling me it's a mistake...

 

I bought my last 3 phones somewhere else (eBay).   If there is a fee for paying full price, then I will continue to buy my phones and move my sim card myself. 

 

annoying....

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 69 of 85
Contributor

Why upgrade fee on a new 2 year contract with no monthly commitment?

Why does AT&T charge an online upgrade fee of $45 for a new 2 year contract phone, when it is not part of the next/monhtly payment plans? had i purchase a new service or one of the monthly next plans - i would get charged upgrade fee of $45.

 

Customer has to pay a penalty of $45 of paying upfront; this is like signing up for those olden days mortgage loans, where if you pay in advance, you are penalized

 

I spent long time with CS on phone, on chat and also spoke to loyalty department. Been with AT&T for 15 years, never had such an experience in the past. Really dissatisfied today

 

Instead why dont you just include the $45 in the cost of the phone itself, that way, you dont find it difficult to explain th concept of an upgrade fee. and we will see the total cost and not even come nearby of buying a phone

Message 70 of 85
Contributor

Re: Upgrade fee for iPhone 6

So as a former ATT Sales Rep who worked for an actual corporate store let me go ahead and say that ATT has ALWAYS charged an upgrade fee on 2 yr contracts renewals. The purpose of this fee is to simply create additional revenue. The only reason why there is so much confusion around it is because at one point ATT DID automatically waive it for some customers. Depending on your relationship as a customer, certain people got waived upgrade fees. However, all that ended around 2010-2011 when ATT's exclusive contract with Apple ended. Since then it has been an company mission to create more revenue. It's just funny reading some people's comments on here who have NO IDEA what the heck they're talking about. From blaming ATT for the cost of their plan changing because they decided to go upgrade at Target, Walmart or at an Apple Store. Guess what? It was that Target or Walmart employee who messed up your plan, not ATT. It's like asking your plumber to do some electrical work on your house and expect a good outcome. As for the NEXT plan....remember that all ATT Sales Reps are commissioned and have to reach a certain quota every month. Otherwise, they'll have management down their throats. When I left the company, the NEXT plan was just beginning and even then there was a big push for it. I wouldn't be surprised if ATT stopped paying commissions altogether on 2 yr contract upgrades in order to get Reps to push NEXT plans. A NEXT plan is where you buy the phone at full retail price by paying the phone off in monthly payments. ATT will then give you a service discount on your plan if you choose to do this. It is NOT a "lease plan" like others suggest and YES, ATT DOES pay the manufacturer $500-$600 for that smartphone on the wall after a small discount (I've seen the company costs lists myself. The only reason people suggest it's a lease plan is because Sales Reps are told to pitch it as such by telling customers they can come back in as little as a year and upgrade again by trading in their phone for a new shiny one. Of course, you're not obligated to come back and trade in your phone. You could just finish paying it off, but that rarely happens because everyone wants the latest and greatest. As far as getting wrong or misleading information....it's true. During my 5+ years as a Sales Rep I did come across other coworkers who would totally bullsh*t and lie to customers in order to reach their goals. They rarely got in trouble because they knew how to walk that fine line and as long as they produced numbers everything was gravy. My advice as a former Sales Rep....READ EVERYTHING! That upgrade fee, that increase in data charge, that extra charge the Rep tried sneaking in, that mistake the 16 yr old kid did at Walmart, absolutely EVERYTHING is listed in that blue and orange paper called Customer Service Summary. However, you don't sign the paper itself, you sign electronically. The only requirement for the employee helping you is to give it to you. The good Reps will go over it with you and explain every charge. The sneaky or lazy ones will just throw it in the bag with your empty phone box and accessories. You can't sit there and complain about something when you clearly accepted the terms.
Message 71 of 85
ACE - Sage

Re: Upgrade fee for iPhone 6

@scabrera22

 

Thanks for putting it all in print as a former insider.

 

We repeat portions of this information constantly.

 

While you are at it, you might want to read the post of 2 on the upcoming price increase of the unlimited data plan.  I am not looking forward to the deluge of customers insisting they have a contract and therefore ATT can't change their price for unlimited data.

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 72 of 85
Contributor

Re: Upgrade fee for iPhone 6

shame on ATT, you always come up with some stupid fees to get more money out of your customers, even your loyal customers like us.it is so crazy you are spending tons of money to steal other providers customers but you , don' t even try to spend a dime to keep the customers you already have. i upgraded 2 phones last week and singed for 2years cotract, but you still went ahead charged me $90 for hidden not mentioned upgrade fees. shame on you for deceiving your customers. what goes around comes around i bet you that. plus your customer service is nothing but fake. they say managers are busy and they supposed to call bak that they never will. i just talked to the your rudest employees on the phone after kepting me the phone for nothing , wasting my time. 

the funny thing is next day you ask for useless survey to grade your employees rudeness and nothing happens!!!! big shame on you

Message 73 of 85
ACE - Sage

Re: Upgrade fee for iPhone 6

ATT has been charging upgrade fees for 5 + years.  They have gone up from $30 to 40 to 45.  

 

If if you buy your phones with Next, no interest loan, you pay only $15.  If you buy at full price, on your own, you pay no upgrade fee.

 

Every other carrier charges some kind of upgrade fee and contract upgrades are always more.

 

I buy my phones full price on eBay and save a bundle.

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 74 of 85

Re: Upgrade fee for iPhone 6

Well All,

 

I relented and got myself and daughter new phones. I handled my daughters through chat which seemed smooth. New phone came old one returned all good...well after 16 years here I should know better.

 

1. received a letter the old phone not returned. Well of course kept the tracking called customer care and of course sorry a mistake we have the phone. Ok good all set..well not so fast..

 

2. phone is returned to me in the mail saying it is the wrong phone...good i had chat emailed to me. Call customer care they say it is wrong imei number...I said look up chat on 12/17 with bernadette which he does and says yes that is different than what we show. If I had wrong imei dont you think bernadette would have said something? I said the number in the chat is the phone...he then discovers that the phone was replaced via warrranty and imei was never updated...well ok then he says I need chat to fix it he cant transfers me to chat after 20 mins with chat rep he says he cant fix and sends me back to customer care..I get angelou who spends 45 mins talking with warranty to figure out the same thing we knew. At the 1 hour 20 min mark i ask for a supervisor..which apparently they only have 1 of who is busy...she continues to help to no avail and at 1 hour 40 min mark I ask again for supervisor who is still busy. She then says she will resolve it by sending me a new label to ship it again...which was fine but should have happened an hour plus earlier...So I will make a 2nd trip to post office to ship again...

 

How about I am sorry you had to call us 3 times and spend 1:55 mins on the phone for a simple transactiion and now make a 2nd trip to the post office. 

 

A gesture of how about a small credit on your bill for all your trouble and time wasted might have been a reasonable thought after 16 years?

Message 75 of 85
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