I have been reading these forums and seeing that my experience is all too commom.
My wife and I upgraded our phones in an AT&T store last month. When the employee mentioned the $36-per-phone Upgrade Fee, I asked if they could waive the fee since I am a long-term customer (this was done for me in the past). He replied that he couldn't do it in-store, but that Customer Care would do it if I called once my first bill arrived.
Of course, that did not happen. Once I contacted Customer Care, I was given the speech about how the Upgrade Fee is a "mandatory fee that helps [AT&T] offset the price of the device," and both Agents I spoke with online ("Brigitte Adams" and "Jason Little") refused to help me.
Basically it's clear to me that AT&T Store employees lie to customers about these fees, misrepresenting the Upgrade process (which Customers of course sign, agreeing to pay the fees even though they've been told that Customer Care can remove them later). Then, when customers call Customer Support and recieve a rude awakening, they are given nothing but an empty apology. I was told repeatedly that the fees are "mandatory" and they "can't" remove the fees. But it is obvious that there IS a mechanism for removing the fees, but the Agents I spoke with were simply unwilling to help me. I asked where I could register a complaint, and the Agent told me that he would email the store. Thanks buddy!
My major complaint is that I was lied to in the store, and then AT&T accepts no responsibility for the lies that are told to Customers. If I had been told the truth in-store, that I could not have my Upgrade Fee removed, it would be different. But the Upgrade process was misrepresented to me, and the Customer Care agents refuse to offer any help. The Customer is the one who gets screwed, especially since I am already locked into another 24-month contract.
I am disgusted by the entire experience. Not that it matters to a company with billions in annual revenues, but I will be sure to shop around for new wireless carriers once my current contract with AT&T is up.