Completely agree! Called customer service this morning, the automated system took forever to offer "speak to rep" and when it did, I choose that. Was notified of high call volume and place on hold where the original automated menu began again. An infinite loop of no service. I finally called the sales line and they were very quick to pick up. I was then transferred (with a short wait) to a representative.
Postpaid carriers charge an upgrade fee, and although I disagree with it due to the fact I'm agreeing to keep your service for another 24-months, it's still charged. They're saying it's offsetting the cost of activating the new device. I can assure you, it doesn't cost the company a dime to do an ESN change.
That said, representatives are at a loss sometimes, and don't have the access to make the required changes. That takes some time.
