Comments on: AT&T loosens its iPhone 3G S upgrade policy

Carrier has come around and will now offer some existing iPhone 3G customers a better upgrade price for the new iPhone 3G S.

[JOMICA]

CNET was nice enough to distribute AT&T's press release about loosening he upgrade policy; now it's time to report what a lousey job AT&T did in implementing the concession.
I read the release on the 18th and tried to purchase an upgrade online on the 19th. The attempt failed because records indicated I was ineligible. I called AT&T Customer Care and they confirmed that I was eligible for the best price. They offered to take the order over the phone but told me that I would have to pick it up at a local AT&T store and sign contract. I said it made more sense to go to the store and purchase directly. Customer Care agreed and told me I could purchase at an AT&T store or an Apple store.
I went to the local Apple store and they determined that I was ineligible and they had not heard of the changed policy. As they had a large selection of new iPhones on hand, I showed them a copy of the press release and told them what Customer Care had told me. Apple called their AT&T Customer Care and was told they did not understand why the program was reporting me ineligible. I was asked to contact the regular AT&T Customer Care and see if they could adjust my records.
I called AT&T Customer Care and they confirmed that I was eligible and they would put me on hold and call the Apple Store. I went back in the Apple Store, told the sales rep and asked her to check for the incomming call. No call came and my cell phone which was on hold got cut off.
I left the Apple Store and went to the local AT&T store and they advised me that I was ineligible. They had not heard of the press release of the change in policy. I asked them to contact AT&T and check. They confirmed that I was actually eligible, but they didn't have any phones but they expected a delivery next week. I decided to order and they then told me I would have to wait until the specific phone that I ordered came in. If they took delivery on phones next I could not have one of the store stock phones. I would have to wait for "my" phone. They did not know when "my" phone would come in.
I left AT&T severely agitated and without a phone.
The net effect of the poorly executed concession was one disaffected customer.

[dapriett]

Looks like AT&T is blaming the upgrade pricing for current iphone users on Apple. Ridiculous...

Dear Mr. #####

I did try to reach you today and have left a message for you; however I
advised I would follow up with an email. In reading all the emails you
sent and the replies that have been sent back to you, I see you have
been given the correct, consistent information for upgrading to the new
3Gs iPhone

The iPhone belongs to Apple, They set the criteria for how they want it
sold. AT&T is fortunate to have been selected to offer the voice and
data for their device. No matter what date that might be set for
eligibility, it will miss someone. Each time a new iPhone comes out, we
have the same issues and concerns from our customers and we try to
explain the "whys", however we can not change the criteria that have
been issued for the iPhone.

There are people in our call center that bought their iPhone in February
and they will not be eligible at this time, the eligibility is same for
absolutely everyone.. We value all our customers and want to be able to
meet all their needs; however the iPhone due to its uniqueness has no
room to negotiate on any level.

Louise Rowell
Ecare Manager

[scmanske]

I have Skype on my iPhone plus the new Verizon MiFi. That combination allows me to use the lowest monthly ATT rate and use the ATT competitors combination of productst and services to stick it to ATT. ATT wants to hit loyal users with outrageous iPhone upgrades charges then the users with counter with innovative ways to leverage competitive offering to deprive ATT of revenue.



Steve Manske

[scostantino]

This is a complete FARCE! Im eligible for early upgrade and I pay of 100 bucks a month and went through one sales person in the store and 4 customer service agent on the phone, all who gave me different excuses as to why i can not. Both Apple and AT&T should be ashamed for this....the las tone told me I did qualify, but the opportunity was over to upgrade on the new policy....totally disgusted!!!!!

[scmanske]

I have Skype on my iPhone plus the new Verizon MiFi. That combination allows me to use the lowest monthly ATT rate and use the ATT competitors combination of productst and services to stick it to ATT. ATT wants to hit loyal users with outrageous iPhone upgrades charges then the users with counter with innovative ways to leverage competitive offering to deprive ATT of revenue.



Steve Manske

[chagollia1]

I have a question. I own an original iphone. I have heard that I can basically take in my iphone, and exchange it for a new 3G/3GS.............Is this correct? I don't know when the exact date I purched it was, but it was in 2007, I do know that......CAN SOMEONE PLEASE HELP ME!!! LOL

[soup22311]

What about the people who started up a 2 year contract when the first iphone came out. I wanted to buy an iphone when they first came out but I had had bad luck with AT&T service in my area. So the solution presented by the wonderful folks at AT&T was to sign up for a trial period before purchasing the iphone. So I did. Within in the 30 day trial period the announcement was made that the iphone 3G would be out in the next few months. I went into the AT&T store to cancel my plan just incase there was a discount for new users on the iphone 3G. The store assured me that there would never be a discount on an iphone and that I didn't need to cancel my plan. Well 3 months later the new iphone came out for $199 for new customers. Needless to say I still don't have an iphone because I refuse to pay $200 dollars more for the device then the rest of the more fortunate population. I guess regular existing customers are not worth hanging onto but existing iphone customers are. Not sure I understand the logic.

[scmanske]

I have Skype on my iPhone plus the new Verizon MiFi. That combination allows me to use the lowest monthly ATT rate and use the ATT competitors combination of productst and services to stick it to ATT. ATT wants to hit loyal users with outrageous iPhone upgrades charges then the users with counter with innovative ways to leverage competitive offering to deprive ATT of revenue.



Steve Manske

[scmanske]

I have Skype on my iPhone plus the new Verizon MiFi. That combination allows me to use the lowest monthly ATT rate and use the ATT competitors combination of productst and services to stick it to ATT. ATT wants to hit loyal users with outrageous iPhone upgrades charges then the users with counter with innovative ways to leverage competitive offering to deprive ATT of revenue.



Steve Manske

[scmanske]

I have Skype on my iPhone plus the new Verizon MiFi. That combination allows me to use the lowest monthly ATT rate and use the ATT competitors combination of productst and services to stick it to ATT. ATT wants to hit loyal users with outrageous iPhone upgrades charges then the users with counter with innovative ways to leverage competitive offering to deprive ATT of revenue.



Steve Manske

[scmanske]

?There are significant benefits derived from using the combination of Skype on your iPhone plus the new Verizon MiFi wireless router card. That combination will enable you to use the lowest monthly ATT rate, leveraging ATT competitor's combination of products and services, to make unlimited calls to any landline or cell phone in the USA and Canada for $12.95 per month.

ATT is userous in its iPhone upgrade policy. When any product or service provider abuses the best interests of its client base, those abused clients will forever lose any existing loyalties and seek innovative means to workaround the provider's abusive policies. Send you emails to [e-mail] or text to 9792294574 to get more information on implementing the Verizon MiFi wireless router with Skype on your iPhone to legally operate outside the ATT infrastructure for the lowest cost possible for unlimted calls and data transmission.?

[nomoreexlcusivity]

I preordered the phones and paid $399 each and later found out about the enhanced pricing guidelines for "valued" customers. I went to the ATT store only to be told that "there was no such program" and that "you don't know what you are talking about". This coming from a sales staff that was telling customers that the "S" in the new iPhone stood for "Software". Dealing with AT&Ts customer service has always proved to be a nightmare and you can always count on them to follow up on your issue (not). Anyway, AT&T is refusing provide the credit even though a written email confirms the pricing eligibility. Apple needs to provide its customers a choice in carriers pronto!