My wife and I were running errands on Memorial Day and decided to explore getting new iPhones. (We were both eligible for upgrades and had older phones that were becoming less stable with battery life and cellular performance.)

We went to the Apple store to research the different new models and settled on what each of us wanted for our new phone. Since our contract has been with AT&T, we drove to our local store to try and upgrade to the new phones that we wanted. 

The salesman greeted us when we entered and asked if he could help. We first wanted to look at the available model options on display and then went over to him and told him that we were eligible for upgrades with our phones and wanted to select new phones. We sat down at the table, and he entered my cellphone number into his iPad to retrieve information about my account, contract, and phones.

He said that we were eligible for an upgrade and asked my wife which phone and features that she wanted. Entering the information, he said that they would have to order the phone and asked if that be OK.

The salesman then said that this would be $35 per month but would require us moving to a new cellular plan from our current plan. I have had a grandfathered plan with discounts for state employees and being a medical provider for over 20 years. I was unsure of my current plan’s features and benefits, and logged into the AT&T app on my phone. I could not find information about my current contract. I asked the salesman why we had to change plans, what the benefits and costs were in the new plan versus my current plan. All he said was that you will save $20 per month with the new plan. He just wanted us to sign the new contract on his iPad and commit to the new phone.

I asked him to print out a copy of my current plan and the new plan so I could compare, but he said that he couldn’t do that. My wife and I asked to see his iPad to look at the information and he said that he couldn’t do that. He said that he had no access to my current plan information, and that he could not share the information about the recommended plan. After a prolonged discussion he finally printed a copy of the three available plan options, but this was just a comparison list of benefits with no pricing- and no information about my current plan.

At this point I was leery of moving forward since I could not compare my costs and options to make an informed decision. We never even discussed my phone choice.

Before leaving, I asked the salesman to communicate with his company that the lack of transparency and ability to share costs and plan details had likely lost them two sales, a long-term customer relationship, and over $3,800 per year of annual recurring revenue. He just stared at us.

Frustrated when I arrived at home, I asked Grok, the AI, for an opinion and suggestions. Here was my prompt: “I have a grandfathered unlimited cellular plan for multiple devices at ATT. In trying to upgrade to new iPhones they say I must enroll in a new unlimited plan that will save me $20 per month. They cannot provide side-by-side comparison of the two plan options. What advice do you have? Is AT&T above board with these practices?” 

Grok quickly gave me a detailed summary and opinion for next steps.

My Next Steps

1. Call AT&T customer service and ask for a loyalty or retention specialist. Request a side-by-side comparison. They can provide detailed breakdowns and often waive fees. Insist on a written estimate of the new plan’s total cost, including taxes, fees, and device payments. (Who knew there was such a thing as a retention or loyalty specialist?)
2. Understand my Current Plan. (Features, Cost, Data Usage)
3. Evaluate the New Plan 
4. Explore Alternatives at T-Mobile, Verizon, Boost Mobile, and Mint Mobile

Lessons Learned

1. Walk away if it doesn’t feel right or there is lack of transparency.
2. Ask for written side-by-side comparisons of total costs and features.
3. A functioning old current iPhone is just fine.
4. Always understand your current costs and features.
5. Compare other vendors costs and features. (Consumer loyalty only goes so far.)
6. If you’re comfortable using it, AI can be helpful in developing a strategy to solve problems and analyzing different options quickly.

I hope that my experience helps you if you are navigating these complex decisions.

Ralph Broadwater, M.D., CFP®

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