Upgrade Issues

usmcmason · ‎01-20-2012

My wife and I went to a local AT&T store a few days ago looking to upgrade our phones. I have an iPhone 3GS and she has a 3G. We were both looking to get 4S's as we're both pretty hooked on iPhones. We are both eligible to upgrade (or so we thought) since it's been a couple years for both of us.

The rep looked up our account and told us that we weren't eligible due to a billing issue and that we should call customer service. I did, and was told that the account has been suspended several times due to late bill payment. This prevents us from upgrading until September, which the phone rep said that it may or may not be available even at that time. After speaking with his supervisor, she tried to turn it around on me after I told her that my wife's phone hardly even works anymore, asking why I haven't called about her problems. I had to explain to her that it's a hardware limitation and is a widespread problem.

This is my situation, as was explained to the supervisor. I am a retired US Marine. I was injured while serving in June of 2009. I finally received my discharge in October 2011, having money issues due to lack of pay and numerous medical expenses. This led to not being able to pay bills on time, but my cell phone was always pretty high on the list. If it was shut off, it was always back on within a few hours. Last week I finally received my severance pay and we thought we'd treat ourselves to new phones.

My wife and I have been good customers since the bag phone, and have never had an issue with upgrading. We have never been told that a late payment would cause us to not be eligible to upgrade. We are current on our bill, and my wife's 3G takes about 5 minutes to open an app. Mine is beginning to give me headaches too.

Is this a policy? Is this in my contract? I can't find any information about it, and the supervisor on the phone was less than courteous. We talked to Verizon and they said that they don't have a policy like this and would have no problem giving my wife and I 4S's, but i would have to pay AT&T more money to break my contract since we put the account in my name about a year ago to take advantage of the military discount. I feel that AT&T is punishing me for getting injured and dealing with medical issues after serving in the Marine Corps.

usmcmason · ‎01-20-2012

While on hold with 611, standing there in front of the store rep, a text came through to my phone.

"See the latest device and upgrade online at wireless.att.com or dial *NEW# (*639#) from your current device to check upgrade eligibility."

Thanks AT&T.

jamileh · ‎06-20-2011

I'm sorry you're not able to upgrade due to a lapse in payment.

Upgrade status depends on many factors, one of which is payment history. While I understand and sympathize with your situation, we are not able to make exceptions to this policy.

I recommend troubleshooting your wife's phone to see if there are some things you can do to improve performance. Perhaps restoring the phone will help with the speed issues she's experiencing.

You might also try Apple's support site or their community to get additional tips on speeding up your wife's phone.

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usmcmason · ‎01-20-2012

Can you point me to where I can find a written policy regarding upgrade requirements? I can't find anything about payment history.

Regarding my wife's iPhone - the iPhone 3G does not work with ios4. Plain and simple. That is not my focus anyway, it just adds to the problem. - Edited for spelling, my 3GS has a hard time keeping up with spellcheck. I guess if AT&T would let me give them some money...

wingrider01 · ‎05-26-2008

first place I found it was on their upgrade page

http://www.att.com/shop/wireless/upgrade-advantage.jsp

Upgrade Advantage Program: See rate-plan brochure and Wireless Customer Agreement for full terms applicable to selected rate plan. Customer eligibility may vary based on credit history, payment history, payment status, customer type, and other factors. Two-year service agreement required. Upgrade fee of $18 applies. Subscriber must live and have a mailing address within AT&T's owned network coverage area. For further details regarding AT&T's Return Policy and Early Termination Fees, including Cancellation of Service, please see our return policy. AT&T may change the terms and conditions of the AT&T Upgrade Advantage Program at any time without notice. All other charges apply. Some dealers impose additional fees. Coverage not available in all areas.

Not sure if this was what you are looking for but it does specifiy what was stated earlier

usmcmason · ‎01-20-2012

You understand and sympathize? Glad to hear I've got such great support from those I risked my life for.

Thanks for the standard copy paste response anyway, I guess it's to be expected. Hello Verizon.

usmcmason · ‎01-20-2012

"Customer eligibility may vary based on credit history, payment history, payment status, customer type, and other factors."

Where does it say "# of suspensions per # of months"? All that says to me is that someone at AT&T flips a coin every time someone that's had a late payment wants to upgrade. We don't like your accent, no upgrade for you.

jamileh · ‎06-20-2011

I know this is not the response you had hoped to receive and I'm sorry that we're not able to bend the rules for you.

As a veteran myself, I do sincerely appreciate your service to our country and my words are genuine.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

wingrider01 · ‎05-26-2008

usmcmason wrote:
"Customer eligibility may vary based on credit history, payment history, payment status, customer type, and other factors."

Where does it say "# of suspensions per # of months"? All that says to me is that someone at AT&T flips a coin every time someone that's had a late payment wants to upgrade. We don't like your accent, no upgrade for you.

credit history = credti score

payment history = how many times have you been late, how many times your account been suspended due to late payment

payment status = hwat is the current status of your bill - is there late charges on it, is there a unpaid balance due on it

usmcmason · ‎01-20-2012

Thank you for explaining what those words mean, not quite what I had in mind though.

Less than perfect credit = no upgrade?
Late once = no upgrade?
Obviously not. The policy is vague and is written like that to allow for exceptions to be made. I want to see a specific number of lates in a specific number of months. This way I can see exactly what I did wrong.

usmcmason · ‎01-20-2012

So I guess it's one of those "unwritten" policies.

Oh well, it's been a fun 15 years. I find it amazing that AT&T would be willing to lose a customer instead of locking me in for another two years and taking the cash in my wallet.

wingrider01 · ‎05-26-2008

usmcmason wrote:
Thank you for explaining what those words mean, not quite what I had in mind though.

Less than perfect credit = no upgrade?
Late once = no upgrade?
Obviously not. The policy is vague and is written like that to allow for exceptions to be made. I want to see a specific number of lates in a specific number of months. This way I can see exactly what I did wrong.

nope

Less then perfect credit = hefty 1 year deposit

late once = delay in upgrade date due to payment issues

wingrider01 · ‎05-26-2008

usmcmason wrote:
So I guess it's one of those "unwritten" policies.

Oh well, it's been a fun 15 years. I find it amazing that AT&T would be willing to lose a customer instead of locking me in for another two years and taking the cash in my wallet.

No matter where you go, all major carriers have the same type of policy, as far as losing a customer becasue of it, put yourself in the companies view of the issue and it might be better understood.

usmcmason · ‎01-20-2012

You're telling me that if I'm late on this months payment, an upgrade that's due 1.5 years from now would be pushed back?

AT&T hasn't lost a dime during my time with them, in fact they've made more money off me than they would have due to a late fee every once in a while. A customer that's current on their bill and willing to lock in to another 2 years should be able to upgrade. Especially a customer of 15 years.

The policy as quoted is vague, there are no specific causes and effects. "...may vary" & "...other factors", doesn't tell me if I'm late on a payment you'll tack on another 6 months to my upgrade. Edited to add- I said 6 months... Stupid me they added 11 months to my upgrade date.

Max69 · ‎06-19-2006

In your original post you indicate that there was more than one late payment. "I did, and was told that the account has been suspended several times due to late bill payment." I imagine each of those late payments can result in your upgrade being pushed further back.

usmcmason · ‎01-20-2012

The reason I was late was clearly given to them too, including official military documents. I guess AT&T doesn't give a $!&* about the Military.

I'm done posting here, I'll be with Verizon by 7pm today. Semper Fi and all that jazz.