My Conversation with AT&T re: iPhone 3G

[Malux]

Below is an email thread between AT&T and I. Just FYI i replaced my phone # with XXX-XXX-XXXX and my wife's phone number with YYY-YYY-YYYY.

Like just about everyone else, I'm eying the new iPhone 3G. I called at&t a couple of days after the iPhone 3g was announced and was told I could upgrade.

I also called a corporate store and was told the same thing.

Two day ago, I called again to confirm (I wanted to sell my current phone), but this time AT&T said no, I could not upgrade. What gives? So, just to be sure, I emailed AT&T and asked in writing. Below is the thread of emails between AT&T and I


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My Email to AT&T #1
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Dear AT&T

Last week, I called ATT and was told I could upgrade to the iPhone 3G. This week, I called and was told I could not.

ATT corporate store says I will be able to.

My last upgrade was February of last year. I've been a customer for years and would like to have upgrade pricing on iPhone 3g.

Please Contact me.

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AT&T Reply #1
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Thank you for taking the time to e-mail the new AT&T regarding your question about whether or not you will be eligible to upgrade to the new 3G iPhone on July 11th. As I understand it, you have conflicting answers. I apologize for any misinformation you may have caused, and I am happy to help you with your inquiry.

Upgrade eligibility will be determined based on standard upgrade eligibility rules. Customers must be upgrade eligible to receive the qualified upgrade pricing. AT&T has not determined the price of the 3G device for non-qualified upgrades.

According to our records, mobile number XXX-XXX-XXXX will not be eligible for an upgrade until 02/10/2009 which means that line will not qualify to upgrade when the 3G iPhone is released on July 11th. On the other hand, mobile number YYY-YYY-YYYY is already eligible for an upgrade so that line will qualify for the upgrade to the new 3G iPhone.

Unfortunately, at this time further details are not available. However, at www.wireless.att.com and by searching 3G iPhone, you can sign up to receive e-mail alerts when more information becomes available. I hope you find this information useful.

Again, we thank you for allowing us the opportunity to assist you with your account. Thank you for being part of the AT&T family. If we can be of further assistance, please contact us at http://www.att.com/wireless.
As always, thank you for choosing AT&T!

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My Email to AT&T #2
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Thank you for your email. I have be an AT&T customer for many years and am disappointed by being unable to receive the iPhone before new customers. Can I upgrade early and extend my contract two years beyond 2/10/2009?

Also, a couple of questions for you:

1. Can I upgrade my second line and switch the SIM cards? so I can use the iPhone 3G with my phone number?

2. I saw the upgrade rules below on several websites. Is there any
truth to them. Also, is there an truth to the leaked AT&T memo on Gizmodo
(again see links below). It looks as though AT&T is allowing early upgrades
for customers with data plans and good credit (both of which I have).

a. AT&T Memo about iPhone upgrades: http://gizmodo.com/5014909/att-memo-...hone-3g-policy

b. Upgrade Rules: http://wireless.bestbuy.com/autocont...omain=bestbuy3


There is a lot of confusion about this upgrade and corporate stores are
still maintaining that everyone will be eligible to upgrade. Do the stores
have any discretion?

Please advise

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AT&T Reply #2
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Thank you for taking the time to e-mail the new AT&T regarding your question about whether or not we can offer you an early upgrade on XXX-XXX-XXXX. I apologize for any inconvenience this may have caused, and I am happy to help you with your inquiry.

You are not eligible for an upgrade on XXX-XXX-XXXX until 02/10/2009 and that can't be changed. You can not upgrade the YYY-YYY-YYYY and use the new iPhone on the XXX-XXX-XXXX because the iPhone requires a $30.00 iPhone data plan that will be added when the iPhone is activated in the store.

We would not comment on any other information on other websites other than to say that at this time further details are not available. Again I would refer you to visit www.wireless.att.com and search for 3G iPhone, and you can sign up to receive e-mail alerts when more information as it becomes available.

Again, we thank you for allowing us the opportunity to assist you with your account. If we can be of further assistance, please contact us at http://www.att.com/wireless. As always, thank you for choosing AT&T!

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My Email to AT&T #3
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Thank you again,
When can I terminate my contract? Sprint now has the "Instinct"
which would be an excellent phone with a comparable touch interface...

Many thanks again

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ATT Reply #3
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Thank you for taking the time to e-mail the new AT&T regarding your question about when you can cancel you accounts since Sprint it offering the Instinct which would be comparable to the iPhone. I apologize for any inconvenience this may have caused, and I am happy to help you with your inquiry.

According to our records, you can cancel your account with no early termination fees. You do have the option to transfer the financial responsibility to another individual to avoid early termination fees. A Transfer of Service (TOS) request requires a credit check for the receiving party and a deposit may be required. An $18 TOS processing fee will be applied to the recipient?s account. The new account holder must accept an 11 month contract from the date the transfer takes place and select a new rate plan at the time of the transfer. Both parties must contact Customer Service at 1-800-331-0500 to request a TOS.

We appreciate your business, and we would hate to lose you as a customer. Unfortunately, cancellation of your service cannot be completed via e-mail. If you wish to terminate service, you will need to contact Customer Service by calling 1-800-331-0500 for assistance. Your service will remain active until you call Customer Service and instruct otherwise.

Once your account is cancelled, myWireless Account at www.att.com/wireless will no longer be a resource available to you, and your account will not be registered. If you have further issues with your account at that time, such as: payment arrangements, billed charges disputes, service restoration, etc. please contact our Customer Care Center at 1-800-331-0500 and a representative will be happy to assist you.

Please be certain to verify your billing address is correct to receive the final statement prior to cancellation. You can update your account information online by logging in to myWireless at www.att.com/wireless and selecting the Account Profile link. Modifying any of the information within My Profile is simple and will take effect instantly once you select Save Changes.

Remember, AT&T is recognized as the number one company with first class products and services. AT&T has numerous advantages over our competition. The characteristics outlined below explain why AT&T has the advantage!

1. Best Technology: AT&T has the largest digital voice and data network in America that customers can count on.

2. Great Value: AT&T delivers great value with simplified rate plans, the largest mobile to mobile community and our exclusive offer of Rollover Minutes.

3. Best Products and Services: AT&T offers exclusive products and services such as the SmartChip. In addition, we give customers what they want with MEdia Packages, Bluetooth, downloadable Music Tones and pay-as-you-go flexibility.

4. Newest Handsets: AT&T does business with the largest phone manufacturers to offer our customers the latest and greatest wireless phones.

5. Most Convenient Service: AT&T offers numerous self care options to allow easy account access through online services and directly from the customer's wireless phone.

Again, we thank you for allowing us the opportunity to assist you with your account. If we can be of further assistance, please contact us at http://www.att.com/wireless. As always, thank you for choosing AT&T!


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My Email to AT&T #4
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Thank you for contacting me again,

I am considering sprint as the instict is a compelling device.

That said, I'd like to stay for the iPhone 3G, but it appears that there's no way for current, longstanding, AT&T customers to utilize what is possibly the most compelling device in the last few years. I've asked to extend my contract an additional 2 years after 2/10/2009, but currently this is not an option.

I'm not sure if this email thread will make it up the chain, but I hope it will. It would be good for AT&T to understand that existing customers may be dismayed by AT&T's upgrade policy in this situation.

Also, keep in mind that the google Android phones will be coming in Q4 2008 from many carriers making future loyalty to AT&T less attractive for customers who will not be allowed to receive the iPhone 3G.

I'm hoping AT&T will take into consideration current users who have been waiting for the iPhone 3G for some time.

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That's the last I heard for now...who knows, maybe AT&T will take my comments into consideration, but I doubt it...Maybe I should send this to Gizmodo or maybe post it on AT&T's forums. I'll edit the thread with more updates if they respond

[TheMBC]

I would love to see if they email back with:
"Uh, oh, okay...yeah, you can renew the contract!"

It's ridiculous that customers that have been loyal for a long time cannot upgrade.

[tnutzinc]

quote:
Thank you for taking the time to e-mail the new AT&T regarding your question about whether or not you will be eligible to upgrade to the new 3G iPhone on July 11th. As I understand it, you have conflicting answers. I apologize for any misinformation you may have caused, and I am happy to help you with your inquiry.

Upgrade eligibility will be determined based on standard upgrade eligibility rules. Customers must be upgrade eligible to receive the qualified upgrade pricing. AT&T has not determined the price of the 3G device for non-qualified upgrades.

According to our records, mobile number XXX-XXX-XXXX will not be eligible for an upgrade until 02/10/2009 which means that line will not qualify to upgrade when the 3G iPhone is released on July 11th. On the other hand, mobile number YYY-YYY-YYYY is already eligible for an upgrade so that line will qualify for the upgrade to the new 3G iPhone.

End Quote

Yeah I kind of thought they would pull that on at&t customers. I bet Apple will make them let us either get early upgrades or get a refund like they did for other iphone buyers in the past before they dropped in price! The more people that complain, the better the odds of getting a refund or early upgrade....

Or what some "condenscending" forum members would say,...subsidized price...hahaha

The truth is, no one will really know until a week or two after the release....just be patient, Im gonna... however some ppl (that are also "condenscending") just cant get off riding the iphone diik LOL

[iKaz]

AT&T isnt the only ones who dont allow the intro price to people with existing accounts. The same goes for Verizon, if you want a new phone you have to pay the full retail price, which in most cases for a decent phone is like 400 buckaroos.

I totally get what you are saying though..it does seem a little unfair to not be able to upgrade if you are willing to dish out the dough, you shouldnt have to pay extra.

Btw I read yesterdya somewhere that ATT is goign to have to be paying apple about 300-400 for each phone...anyone confirm that?

[Malux]

Originally Posted by iKaz

AT&T isnt the only ones who dont allow the intro price to people with existing accounts. The same goes for Verizon, if you want a new phone you have to pay the full retail price, which in most cases for a decent phone is like 400 buckaroos.

I totally get what you are saying though..it does seem a little unfair to not be able to upgrade if you are willing to dish out the dough, you shouldnt have to pay extra.

Btw I read yesterdya somewhere that ATT is goign to have to be paying apple about 300-400 for each phone...anyone confirm that?

i head the same thing on the 300-400 per phone to apple. Did you read it or hear it? I know there's an article out on the web about it.

Btw, on the upgrade. I have no problem with AT&T making the policy that you have to be upgrade eligible. The problem people like me are having is the stores saying one thing and different CSRs saying another. Who knows what the story is. That's where the frustration is coming from.

[iKaz]

Originally Posted by Malux

i head the same thing on the 300-400 per phone to apple. Did you read it or hear it? I know there's an article out on the web about it.

Btw, on the upgrade. I have no problem with AT&T making the policy that you have to be upgrade eligible. The problem people like me are having is the stores saying one thing and different CSRs saying another. Who knows what the story is. That's where the frustration is coming from.

Hey I totally agree with you theres noting worse than getting the run around..especially when its form someone who you want to give money too.

Yeah Im gonna try to find that article. I remember reading in one that att will have to shell out like $425 for each phone....
and it might sound like we as the consumer are getting a deal but paying a minimum of 70 dollars a month will put that money right back in att's pocket.

[Malux]

Originally Posted by iKaz

Hey I totally agree with you theres noting worse than getting the run around..especially when its form someone who you want to give money too.

Yeah Im gonna try to find that article. I remember reading in one that att will have to shell out like $425 for each phone....
and it might sound like we as the consumer are getting a deal but paying a minimum of 70 dollars a month will put that money right back in att's pocket.

Found the article, here's the link

[CocheseUGA]

You're wasting your time calling CSRs, they don't know any more than we do.

[sully5981]

you should send that e-mail to a news station or something. and prove to them that one unhappy customer can spread to hundreds

[CocheseUGA]

Originally Posted by sully5981

you should send that e-mail to a news station or something. and prove to them that one unhappy customer can spread to hundreds

In every email they send, it states at the bottom that the contents of said email cannot be redistributed.

[anypats]

Most people probably don't realize why companies won't allow people to upgrade their phones even if they are willing to pay a higher price. Almost every phone on the market is subsidized by the cost of your bill. Every month that you own that phone and have it in service, part of that money goes to pay for the phone. If you switch phones then the old phone is no longer in service and they no longer collect any money towards it. That is why they have a specific time period that you need to be using your existing phone prior to allowing you to upgrade. That is also the reason they have such high prices to cancel your contract prior to your two year committment. Of course if they wanted to they could rewrite their contracts to allow you to pay for whatever amount they are still lacking on the phone you currently have and allow you to upgrade.

Also the cell phone companies are willing to let you go because they receive a cancellation fee if you leave. Collecting $200 now is better than receiving small amounts of profits each month over several months. Of course this isn't always the case depending on how long you have been with them, how many times you upgrade your phone, and what plan and features you have. Every now and then they may do something to try and persuade you to stay. I have been with AT&T now for about 9 years so a lot of times they have been willing to waive fees or try and get us to upgrade our phones more often than they typically allow.

If someone is currently upgrade inelligible and they allow them to switch over to the iPhone, they not only are losing the money they are still counting on for your current phone but now they are deep in the hole for the iPhone since that is highly subsidized over the two years. Of course a lot of people think "It's just one person. It can't do too much to a big company like AT&T." However, if they do it for one then the word gets around and they start to have to do it for thousands."

This all being said, however, a lot of people are still able to find loopholes or other ways around to get what they want. One thing you may want to do is go into an AT&T store and talk to a manager or supervisor rather than continuing communication through email. Just make sure it is an official AT&T store and not just an "Authorized Dealer".

[sully5981]

Originally Posted by CocheseUGA

In every email they send, it states at the bottom that the contents of said email cannot be redistributed.

thats why you just erase that little bit... no one would ever know. and replace that name with mr. X

[iKaz]

the whole cell phone industry doesnt make sense... unfortunately they can charge whatever they want and we just have to go along with it.
I think we all know that most of the charges are over the top and hopefully some day they come down....at least they are making baby steps though wuth the recent Unlimited plans..

[CocheseUGA]

Originally Posted by sully5981

thats why you just erase that little bit... no one would ever know. and replace that name with mr. X

And that won't stop any potential legal action.

[jonboy71]

This is taken from the Money Section in 6/10/2008 USA Today.

Jobs told USA TODAY that current iPhone customers can buy a new one and have their old plan morphed into a new two-year arrangement.