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AT&T Mimics Verizon, Pushes Upgrades to 24 Months

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Top message:  Consumer Unfriendly by michael_herc   Jun 9, 2013, 6:22 PM

Replying to:  Re: Consumer Unfriendly by Downscripting   Jun 10, 2013, 6:00 AM

Re: Consumer Unfriendly

by T Bone    Jun 10, 2013, 6:59 PM

We were told by at&t corporate to waive the fee for everyone who asks us to, because no one at corporate cares about the upgrade fee....the upgrade fee is charged largely for the purpose of having something to waive if a customer gets bitchy and you need to calm them down....

The upgrade fee is a bogus fee....everyone knows it....the reason it is charged is as a negotiating tactic...you have a customer who is angry for one reason or another and you need to calm him down....you waive the fee..the customer thinks he has 'won' because he pulled one over on the big multinational conglomerate....when in fact he didn't win anything, all you did is waive a fee that no one cares about in the first place....

Why do we charge an upgrade fee? So that you can have something to waive if you need to appease a customer....that's the only reason.


That's what we were told by at&t corporate.

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