In regards to waiving fees & such, we most definitely have the power to waive anything. The key to getting it waived, is being nice & be understanding that sometimes, we're just not allowed to. I have waived numerous swap fees due to me being the sympathetic person that I am, for customers for various reasons. The main reason a swap fee is waived, more than likely as a ONE TIME COURTESY, would be to them being a customer for over five years. I've argued with supervisors to have the fee waived sometimes, you just have to get the right agent to feel your pain. Some agents are stubborn, & some are polite & extremely helpful, like myself, & will do anything to correct an issue or make something right.
In regards to swapping/transfers, a lifetime plan on an OEM (Original Equipment Manufacturer), can be swapped to another OEM after the September 2007 terms changed. Again it's only a ONE TIME COURTESY & the swap fee will be charged. If the customers reasoning is good, or it's just a few months outside of the grace period, I try & help the customer out. If you're rude, screaming & cursing, it's probably not going to be done. I usually give the customer the option to swap it out for another OEM to stay there FOREVER, or swap it to a portable radio with another two transfers.
I don't think you guys understand, if you are polite & courteous, what you want done, can be accomplished in some form or another. Nothing is guaranteed, but you have a better chance of doing so if you're not rude to the representative that you're speaking with. More than likely you will want to get to the cancellation department, because they are the people who have the ability to do what I'm talking about. Again, nothing is guaranteed, it would just depend on who you're speaking with. If you get me, & you're nice, I would consider yourself lucky. You have to be persistent when asking for things, in a nice way of course. As soon as your demeanor changes to that screaming, cursing, rude customer, the chances of you getting anything accomplished are slim to none.
If you have specific questions, just call in and ask. Of course, you will again want to speak with the cancellation department, mostly because they know what they're talking about, & to check the availability about something being waived. If you have been a customer since the beginning, use it to your advantage! The longer you have been a subscriber, the better!