My wife broke the iPhone that I gave her when I upgraded mine so for a while now I have been trying to get her a new iPhone. She doesn't want to pay more than $50 for a new iPhone so we waited. Recently AT&T began to offer the refurbished 16GB iPhone 4 for $100. I convinced her that it was worth the extra $50 to get the newer phone. The last thing that you want is to sign up for two years with a phone that is already a year old. It will feel ancient by the time that 2 year commitment is done.

Great! I log in using her login for her AT&T wireless account and start the upgrade process. Once I log in, I find that the refurbished iPhone 4 is no longer an option. Only the 3GS is available in a refurbished model and it's out of stock.  I immediately realized the situation and that AT&T were being butt holes and making the refurbished model only available to new subscribers. I figured I would try to talk to customer service to see if they would allow it. Before I even click the "Contact Us" link, a pop up opens asking if I would like to chat with a representative. I click on OK and the transcript below is what resulted.

Thank you for your patience! An AT&T sales representative will be with you shortly.

You are now chatting with Natlee, an AT&T sales representative.

Natlee: Welcome to AT&T online Sales support.  How may I assist you with placing your order today?

Nardeen: I would like to upgrade my phone.

Natlee: I'd be happy to assist you today

Natlee: Do you have a phone in mind already?

Nardeen: I want to get the iPhone 4 16GB refurbished model.

Natlee: Thank you for your interest in our refurbished devices.  Due to temporary inventory constraints, refurbished devices are not available for upgrades or when adding a line to your account.  You may, however, select from a wide variety of new devices.  We value your business and we apologize for any inconvenience this may have caused.

Nardeen: That isn't completely true. The iPhone 3GS 16GB refurbished is available for upgrade.

Nardeen: Why can't I pay the additional $50 to get the iPhone 4 model instead?

Natlee: Okay, well you're quite welcome to take advantage of the phones and devices offered to you on your site, but when you're logged in and the refurbished iPhone 4 does not show, it is not available for upgrade

Nardeen: Okay, so I understand that it is not available for me but what I don't understand is why I can't get it but a new customer can.

Nardeen: It seems that if ATT really valued me as a customer, they would give me at least the same options as a new customer would get.

Natlee: You will notice your Upgrade prices should be very close (if not the same) as the Phones and Device prices for new customers without Package deals as well.  

Nardeen: Yes, expect for the phone that I want.

Nardeen: You say that ATT values my business but it doesn't seem like ATT wants to keep me as a customer.

Natlee: I see, well the advantage that the new phones have is a 1 year warranty versus a 90 day warranty and so you may want to consider the new phone instead anyway

Natlee: In all fairness, we do offer some packages and deals to joining customers to help offset any costs or inconvenience switching to our family. While the packages and deals are offered to help us bring these new customers to our calling family, these are similar to the packages that should have been available to you when you joined us as well.

Nardeen: Wouldn't it make business sense to keep your existing customers? I am most likely going to switch to Verizon because of this.

Nardeen: ATT has made little effort to keep me as a customer.

Natlee: I see, well there are some differences in their iPhone that may have you think twice about that

Nardeen: Like what exactly?

Nardeen: I'll be able to make phone calls with the Verizon iPhone?

Natlee: Yes you sure will

Natlee: Verizon will carry iPhone 4.  However, While AT&T competitors may now offer iPhone, ATWith &T is still the best choice for customers who want an iPhone.  It will perform better on our network due to AT&T having the Nation’s fastest mobile broadband network, ability to talk and use data simultaneously, broad international coverage, as well as access to AT&T’s nearly 23,000 hotspots nationwide, at which qualifying customers get access to AT&T Wi-Fi Basic at no additional charge.  Additional detail will be provided as it is made available to AT&T.

Nardeen: I would rather have a phone that works well all of the time than a phone that works really well only some of the time.

Nardeen: The least ATT could do would be to allow me to buy the refurbished phone at a discount if I have going to have to deal with their spotty coverage for 2 years.

Nardeen: I don't think that is too much to ask for.

Natlee: Right, well there is nothing we can do here online

Nardeen: Are you implying that there is something that can be done elsewhere?

Natlee: I do apologize for the inconvenience, what is offered, and the price shown cannot be changed or edited or adjusted

Natlee: I am just saying that we do not have the capability to do anything here online, nor do we have access to customer's accounts

Nardeen: Then I guess there is nothing left to be done.

Nardeen: I'll just wait till February 10th.

Nardeen: Thanks for the information. You have helped to make my decision much easier.

Nardeen: Have a wonderful day.

Nardeen: Goodbye.

Natlee: You're quite welcome

Natlee: Thanks for choosing AT&T

Natlee: Have a great weekend

Nardeen: HA HA! "Thanks for choosing AT&T"

Nardeen: classic!

Of course I tell them that if I don't get the discounted price, I will just leave for Verizon. That doesn't seem to phase them at all and she gives me a copy and paste message that they apparently have for their customer support reps in case someone says that they will get an iPhone with Verizon instead.