So I want to share how awesome (so far) AT&T has been for me.
All this time, I thought AT&T showed I had an upgrade, all summer long. After the keynote, I went to check again and I don't have one. I still have a 5c my daughter uses on a two year contract through NEXT July. Panic time.
I discover this at like 11 pm, so their call centers are closed. But, their chat support is still open. So I try to ask what I assume is a robot. I explain the situation, they ask me to hold on. After about 15 minutes they come back and say they are able to put a manager override on that contract and will in fact allow me to upgrade the phone to a brand new iPhone 7 on Friday. Gave me the chat ID and their employee ID in case there are problems and need to reach out to support again.
As a customer since the Cingular days, I was blown away and so appreciative of this customer service, by a random chat support person in the middle of the night. Now, we will see if it works, but I'm very hopeful. I will be calling today and making sure all is good to go with the info they gave me.