just tried this unsuccessfuly, with the following conversation:
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Ray Collins'
Ray Collins: Hi there, ****! Thank you soo much for partnering with us since 2008! Let me see what I can do about this.
****: I appreciate it. thanks.
Ray Collins: Patrick, the $36 is a standard fee that we cannot waive. But come to think of it, the iPhone 5s is almost $800+ and you were able to get it for a discounted price plus the $36 upgrade fee. That's a huge savings already.
****: are you sure? I've had friends who've had the fee waived before simply by being an AT&T wireless customer in good standing. and I've never asked for a waiver before. it just seems like a lot, considering that we pay $2,400 a year for AT&T service already (I do appreciate that we get the phones at a discount, however)
Ray Collins: And we totally appreciate your businesss with AT&T. We are looking forward for more years to come. The $36 upgrade will help us recover the cost we shell out for this devices. This in return will help you in the future in case the phone get damaged, or for warranty reasons, we will be able to replace it FOR FREEwithout having to pay even the shipment fee.