Ummmm, I refuse to sign up for automatic debits from my account since in the past I've had incorrect charges added & getting a refund or allowing for that additional charge in your bank balance is a nitemare.*
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 ass 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
I too would like an early upgrade and I understand your frustration, but it is based on being spoiled, like the rest of us. You have to understand that things change. Just because they have upgraded early in the past it doesnt mean they should now. You should not expect anything special when you sign a contract. If it is for 2 years and they let you upgrade early then you should be thankful to AT&T.
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.