The ad and the linked terms don't say anything about the deal being available only for new customers and accounts. It's the lack of transparency that really gets me.
this post was submitted on 27 Nov 2025
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Mildly Infuriating
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I used to be a long-time AT&T customer. One time I wanted a new phone after a long time of being the ideal customer, so I looked into making a new contract. Called their hotline and the rep said “We only do deals for new customers, but you can buy a new phone for full price. It’s no problem.”
It seemed weird to me. Shouldn’t the long term customer loyalty be encouraged? I’m not locked into a contract any more, so why aren’t you worried about me jumping ship for a better deal? I tried explaining this to the rep in different ways, but they were genuinely confused. I finally told them “Alright, I’ll just get a deal through Verizon.” and he asked “Why? I don’t understand. I told you that you could buy a phone at full price?”
Never used AT&T again. I haven’t tried the same conversation with Verizon, because I won’t really have many viable options left if I boycott them too. I hear lots of people say “Well you can’t really blame them, it’s a smart move!” which seems weird to me because the smart move they made was to alienate me in order to get new customers. Of course I can blame them. Me blaming them was the acceptable loss they decided was OK.
I deal with this at one of my jobs. We offer the moon to new customers, but existing customers are constantly getting screwed over. People complain about it constantly, but corporations have no incentive to reduce the amount of money they're receiving from you, which could open the doors to losing income from every other customer who decides to ask, when they can just roll the dice on whether you decide to go through the hassle of leaving. It's scummy and I don't agree with it on a personal level, but the agent you're talking to has no power to change the system.
i wish agents would at least try to not be insufferable about it, tell me "yeah i know, that's the way it is" or something so i don't feel like i'm trying to communicate with some sort of advanced fungus colony..