- 09-15-2012, 05:00 PM #26iPhone Nanite
- 1 Posts
Also, late payments may be due to so many things beyond a person's power. Like death in family, or you have an accident & end up in hospital where being two days late on your AT&T bill is the last of your worries. Whether it's 16% that I'm late over my contract time or 16.5% the fact is, I pay my bill.*
OK, I've dealt with a couple of cell providers & I have to say that when AT&T launched something new like this, the *** end doesn't know what the front end is doing when I call. Yes, they are polite most of the time but it's the transfers to other reps, the "I'm not sure, please hold" then the disconnect & call back scenarios. AT&T provides a great cell service, cool phones, but I'm not going to go so far as to say it's the best customer service IN THE LAND! All companies have good & bad points. But this iPhone 5 fiasco & eligibilty thing for someone who has a 100% on time paying history with AT&T plus has been a customer for a long time it makes me ill to think I've got to jump through so many hoops to simply upgrade. I totally understand everyone's disappointment & frustration over this upgrade stuff! I have an iPhone 4S & have to wait to upgrade (or pay the big money). Quit making newer phones each year or two & expecting your customers to wait. AT&T should reward valued customers & be happy with the new customers they will get by word of mouth from their happy, satisfied, upgraded customers....just sayin
- 09-15-2012, 05:44 PM #27
- 09-15-2012, 05:45 PM #28
- 09-15-2012, 06:02 PM #29
Switching carriers is never easy. Especially when all carrier staff are overly stressed with the iphone launch. I will share that VZW has a tendency to sneak charges on your account. I recently ported one of my VZW lines to AT&T, and noticed that VZW took the opportunity to charge me 65.00 for voice overages when the affected line was no where near the shared family plan limit.
Bottom line: scrutinize your bill, and stay on top. The carriers are nothing but school bullies.
- 09-15-2012, 06:13 PM #30iMore Intermediate
- 210 Posts
That being said, I do agree that customer loyalty should come into play as well if you want to be a successful company. They have rewarded us in the past for that.
Maybe times have changed and the economy is bad now so the don't think it is wise to do that at this point. They obviously lose money when they let you off the hook for an extra $250 charge for an upgrade right ? Just think of how many they let do that in the past? Tens of 1000's probably, right ? How much money is that ? If you are a company in this economy now would you think it is wise ?
And the late payment thing is far more impactful than you think also. Yes, of course things happen it is not your fault or their fault either, it is just a fact, and they are running a business where the bottom line counts. You would feel the same way if it was you. I am part of a small business also and try to do what I can for loyal customers but sometimes it is what it is and I can't make exceptions like I have in the past when the economy was better.
Here is a hypothetical. Say AT&T has 5% of customers making late payments. Say they take in $10 million a month. Well I think that adds up to half a million dollars.
If you are AT&T then you would view those customers as bad customers, although loyal. And if that happens more than once, well you do the math.
It's about the numbers and I can see why they would make it a lot tougher to "give away" money doing early upgrades when you are not eligible.
- 09-15-2012, 06:14 PM #31
Now, once AT&T started telling me that I did not have an order and refused to recognize that my credit card had a pending charge, you bet I got pissed. Wouldn't you? Would you just sit back and smile and say "oh ok, everything sounds good then, thanks!"? That's the whole reason I had to go through "all this" -- the pending charge that AT&T claimed didn't exist. The first call was very short and very happy for both parties.
I never told anyone to do it -- just sharing my story.
Regarding auto payments -- I've never had an issue. Sorry to hear that you have. If I didn't have auto payments set up on just about every bill I have, I'd be late on so many of them because I'm terrible at that kind of stuff. A long time ago I did have adjustments that needed to be made, but they didn't refund my bank, they just credited my account for the next bill.
For the most part, I'be been happy with AT&T's customer service, but you're right, they're definitely not the best. Well, I guess I can't really compare with other carriers since I've always been with AT&T, but just as far as customer service goes, in general, AT&T isn't amazing, but they aren't bad.
- 09-16-2012, 03:56 AM #35
Honestly would it have made you feel better with a big fat "No"?? Customer service tried the best they could to hook it up. So now that you are not happy you chose to bring it up to management to put a service rep on blast because you cannot wait. This could cost someone their job but you are mad because you didn't get a break or the best out of AT&T?? I have a iPhone 4...I waited just like most. Don't take for granted a early upgrade ..it's a favor not a right. Think it over...you might have cost a good rep a job.....
- 09-16-2012, 11:34 AM #36
- 09-16-2012, 04:14 PM #38
- 09-16-2012, 05:04 PM #39
- 09-16-2012, 07:19 PM #40iPhone Nanite
- 2 Posts
So what I'm getting from you is that your a whiny spoiled rotten individual. Who has no respect for people. First of all you are going take an IPhone and return it later so that another person will not have the chance to pick one up. Secondly your going to hit the person who gets stuck selling that phone with a return rate as well a diminished pay check. Please grow up and realize that your actions have consequences that affect other individuals.
The gentleman who will most likely get stuck helping you.
- 09-16-2012, 07:52 PM #41
- 09-16-2012, 10:26 PM #42
Last year i was able to upgrade my HTC inspire 4g to a samsung galaxy s2 (switching back to iphone this april) but i had to buy an android tablet and a phone and they bumped my cousins upgrade for me about 9 months. I paid $600 but got a new phone and tablet and kept my unlimited data plan. I think this all depends on things like credit rating, and your payment history. Do you pay your bill on time? Do you have a good credit score? Is there a problem paying your bills? I am not positive on this but i believe its a factor. My mother has an amazing credit score and always pays the bill on time.
- 09-17-2012, 12:46 AM #43
- 09-17-2012, 01:28 PM #44iMore Nanite
- 9 Posts
I have been a cingular/att customer for over a decade. I have 5 phones on the plan. Unlimited text, One iPhone and one blackberry, three dumbphones.
I have never missed a payment, never had a complaint. I upgraded one phone last year, and waited to upgrade my iPhone 4 until the 5 came out.
I went in to the store to pre-order, and found out I am not eligible, even though last year all my phones except one were supposedly eligible this year. "Somehow" (according to the att rep in the store) my dates are all changed, and I can't upgrade ANY until Nov 1.
Their reply to my incredulity? "Come back and see us maybe we can work something out in 6 weeks or so."
Att really does have No business running a profit. I am now looking forward to my switch to Verizon. At least I may get a hotspot, instead of a eff-off from a jerk rep (oh yeah, he was an asst mgr).
- 09-17-2012, 01:58 PM #45iPhone Nanite
- 1 Posts
Great Story Leanna, thanks for sharing. I had similar issue with AT&T and made the switch to Verizon. There are some add'l charges with Verizon. I paid my ETF - $225 and then had to pay Verizon $35 activation fee per line and then a $30 upgrade fee to get the iPhone 5. I opened an account prior to iPhone 5 launch to make getting the phone easier.
I don't care about the extra money though. I just can't deal with AT&T and their approach to treating customers. Also their business practices when it comes to data throttling. I would rather pay more an get what I pay for. Verizon has a real cell tower coverage and LTE service actually exists in many major cities. AT&T runs on a toothpick and bubble gum connected system. I'm not OK paying $200 a month for that.
Looking forward to hearing more about the iPhone 5 at iMore. I like your site.
- 09-17-2012, 02:17 PM #46
I was eligible for an upgrade on July 17th, I changed my number a few days after because I was receiving a lot of harassing calls and text messages, my new upgrade eligibility date is october 21st. I've called several times and spoken to several managers even visited an ATT store, and was told there is nothing they could do about that, it comes as a consequence of changing my telephone number which to me makes no sense.
I thought I'd give it one last try because I live in Philadelphia and ATT happens to be the only carrier you can use in the underground subway, spent about 40 minutes speaking to what I'm sure was a brand spanking new customer service rep who told me he could get my wish of being able to upgrade at a store friday morning accomplished only to find out at the end of mine phone call that he couldn't. He told me he wasn't sure where I got the impression that if I had preordered my phone on 14 Sept that I would have it by the 21st.. Honestly.
I think the point is that I've never had any issues extended my contract with ATT because I've been pleased with the service but the fact that they seem to be going the extra mile to keep me from something that I am technically entitled to (I think you are eligible for an upgrade 18 months in to your 2 year commitment) gives me all the incentive to change carriers. My EFT is 145 dollars, I can sell my iPhone 4 to cover that. I have friends who have Verizon Wireless, whenever we are at a concert or any setting with large amounts of people my phone seems to never work and theirs do. I'm excited to move on to a (hopefully) better network
- 09-17-2012, 02:19 PM #47
- 09-17-2012, 02:22 PM #48
- 09-17-2012, 02:30 PM #49
- 09-17-2012, 02:34 PM #50
Has anyone else been told by the AT&T rep that this was a Apple directive? The lady I spoke with was very pleasant all the way through the conversation. She tried to push the upgrade through on my primary account (primary of 5-line account of iPhones w monthly bill just over $250) - the line for which I was given an annual upgrade for at least the past 5 years... only to find out that she could not work around it. When I pushed her on "why it changed?" she said that it was something Apple now required.
I explained that Apple had nothing to do with it - their primary objective was to sell the phones, and it was AT&T that offered the subsidy/allowed (or disallowed) early upgrades, etc... and at that point she became quite short and started working to end the call.
Do they all think that we're stupid enough to believe whatever crap they want to throw at us?
I read online somewhere that others were reporting similar reasoning, and was wondering if any one here had gotten it, too.