You would fight this, right?

[sawyerthedestroyer]

I tried to upgrade (eligible for a free upgrade) on AT&T's website and kept getting an error and being redirected to a page that said something along the lines of "we're sorry site isn't responding right now. Try again later or call" I really wasn't in the mood to call so I got on their chat feature and explained the issue to the representative who said she could set up my cart for me and then have me check out. She tried for a while and then came back and said that the site was giving her errors too and that I could go into the store to get the upgrade.

I went into the store today and they charged me $140. I thought maybe it was an activation fee and taxes and just paid it and left. When I got home I looked at the receipt and they charged me for the phone. The activation fee is still to come on my next bill.

I called (still on hold actually) and the representative said that free upgrades are only if you do it online. Well, I tried to do it online and kept getting an error and then when I tried to do it online with the chat feature the representative couldn't get it to work either and told me to go to the store so I went to the store. There was never any mention of the upgrade being free only online.

So now I'm on hold waiting for a manager.

[shostakovich]

Yeah, that's some booshit. I've always had the option to do my free upgrades in the store or online (also with ATT). So they are being dumb.

[CurlyQ284]

Yep I would fight it.

[isabel]

Yes, you should fight that. Do you have the chat saved, by chance?

[pumpkin]

I would definitely fight that fee because you did it in store

[sawyerthedestroyer]

Thanks for the input.

Went in circles for a little bit, they told me to just take it back to the store and return it (subject to a $45 restocking fee WTF) and I said I shouldn't have to go through the hassle of going back to the store and paying a fee to return something because their chat representative didn't make it clear that the phone wouldn't be free if I went to the store. I said it was very convenient for AT&T that their website wasn't working and essentially being forced to go to the store where the phone wasn't free and it was misleading.

Anyway, I won. Free upgrade AS IT SHOULD BE.

[lilac05]

I absolutely would. I'm glad you did & got what you should have in the first place!

[bag]

I've never hated a company in my life as much as I hate AT&T. They are the WORST.

Glad you got it worked out.

[dexteroni]

You should refuse to pay the restocking fee too. This is their fault, not yours.

ETA: Or did they agree to waive the fee? I can't actually tell from your post what they agreed to do for you. Do you still have to take it back, or not?

[pumpkin]

If you're paying no additional fees and they dropped the restocking fee nonsense then I'm glad it all worked out. But I'm so annoyed for you that you had to spend all this time, energy and frustration dealing with them

[polarbearfans]

I hate att. Their bad customer service is why I returned my iphone 6 and am struggling with a dying phone. Every employee says something different, and in the end the customer gets screwed.

Glad it worked out for you.

[lexxasaurus]

I hate AT&T, I'm sorry they hassled you. No way would I pay that fee and in glad you talked them out of it. When I chat with the Sprint reps, they send me a copy of the chat. Do they do that with AT&T? Might be good for future issues you may have.

[olegregg]

Even though it's a pain, I'd fight it. That's ridiculous.

[sawyerthedestroyer]

Apr 17, 2015 22:39:02 GMT -5 dexteroni said:

You should refuse to pay the restocking fee too. This is their fault, not yours.

ETA: Or did they agree to waive the fee? I can't actually tell from your post what they agreed to do for you. Do you still have to take it back, or not?

I'm not returning the phone. They applied a credit to my account so I basically just paid next month's phone bill really early.