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arubiana425's profile

Tutor

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7 Messages

Sat, Sep 28, 2019 4:53 PM

August's Galaxy Note 10 Promotion

Hello,

 

I'm not sure I've picked the correct forum for this issue, but here goes...

 

I am a customer of AT&T who was apparently given incorrect parameters for last month's Galaxy Note 10 200 dollar trade-in and 300 dollar reward credit promotion. Your customer service assured me my purchase, trade-in, and service upgrade would fall within the parameters of the promotion.  

I have chat transcripts to prove my story.  Today I called CS to check on getting the shipping supplies for my trade and was told my purchase did not qualify for last month’s promotion. This BEYOND frustrating because I talked to your online purchase team, the online rebate center, etc. a month ago and was assured I would be getting shipping materials for my trade and the 300 dollar credit for upgrading my phone. I was even given a code (which does not work, btw) for the ATT reward center website.

Today I talked to three different people, general CS, the trade-in department and a mobility specialist. Now, all of a sudden now one knows about the promotion, and I qualify for NOTHING. I have been an AT&T customer for years. I am beyond disappointed is there anything that can be done to fix this?

 

Thanks.

Responses

Brand User
ATTHelp

Community Support

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152K Messages

2 y ago

Hey there, @arubiana425!

 

Let's look into that for you. In order to better assist with your case, we need a little more information.

  • How did you place the order, online, through an AT&T store rep, or customer support agent?
  • Did you upgrade or add a new line?

Let us know so that we may provide support.

 

Lar, Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

2 y ago

This is interesting I too have gotten nothing but the run around talking about my upgrade doesnt qualify for the visa reward card when I too chatted, called and VISUALLY seen the special promotion on the website! They had your bogo deal and they also had the one I am mentioning, that stated that I was eligible for a 150 dollar visa gift card for during the pre order with att! I am BEYOND frustrated because seriously how do no one know there promos!!??!! I am so close to filing a complaint with BBB because I feel like AT&T is false advertising! I need answers!

lizdance40

ACE - Sage

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83.5K Messages

2 y ago

The preorder information isnt on AT&T anymore.  But 3rd party information:  https://www.droid-life.com/2019/08/07/best-galaxy-note-10-pre-order-deals/

Records from At&t on the deal:

AT&T offer was $200 trade in.  $150 if you preorder online.  < This deal REQUIRED an eligible unlimited data plan. 

@arubiana425  The only $300 deal was the Online BOGO deal.   Not the same as the preorder also required unlimited plan.  

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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7 Messages

2 y ago

Hello,

 

I placed the order online after chatting with one of your reps (I have the transcript to prove this). I was explicitly told that my upgrade qualified me for both the 200 dollar minimum trade-in program and the 300 dollar reward credit.  There was some issue with the service upgrade which was taken care of when I took delivery of the phone. I made a few phone calls to various AT&T departments after delivery to be sure everything was done correctly and that I would receive the two promotion, once again I was assured everything was in order and even received the code to claim my 300 dollar credit once everything eas processed.  Now 30 days later, I NEVER received the shipping materials for my trade-in no one knows anything, and my upgrade doesn't qualify. I'm upset because I upgraded my service on the word of one of your reps, and now you guys won't stand behind it, I've been with AT&T since the Cingular days, and I have NEVER had such shoddy service. I honestly am considering leaving once my new service contract is done. 

Tutor

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7 Messages

2 y ago

I upgraded to an unlimited data plan. Again, I have proof that the rep explicitly told me I was eligible for both promotions.  

Brand User
ATTHelp

Community Support

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152K Messages

2 y ago

Hello @arubiana425,

 

Thank you for informing us. We do apologize for any misinformation that may have been provided to you. Upgrades are not eligible for this promotion. A new wireless line must have been added to an eligible unlimited plan to qualify for this offer as well. It seems that you haven't met all of the requirements for the promotion that you're referring to. Please let us know if you have any other questions or concerns.

 

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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7 Messages

2 y ago

Thanks for the apology, but you guys need to do better. How is it fair that I am now locked into a two-year contract based on false information from your staff? Nothing about that seems fair or remotely legal. I'm going trade my phone in someplace else and when this contract is up I'm leaving AT&T.

lizdance40

ACE - Sage

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83.5K Messages

2 y ago


@arubiana425 wrote:

Thanks for the apology, but you guys need to do better. How is it fair that I am now locked into a two-year contract based on false information from your staff? Nothing about that seems fair or remotely legal. I'm going trade my phone in someplace else and when this contract is up I'm leaving AT&T.


 Hang on. You are eligible for the $200 trade-in,  and $150 for each phone for upgrading during the pre-order.. Both the 150 and the 200 have to be claimed by you.   If you do not know how to claim your rewards please ask. I think AT&T misunderstands your post and thinks you are claiming a BOGO reward when you are not.   

    FYI you are not ‘under contract’.   You have an obligation to pay off your phones. Installment plans are similar to a no interest loan. But there is no contract on service.    

     During previous pre-order events there were gifts with purchase. This time instead of free earbuds there was a rebate offer for pre-order. All of these offers are from Samsung not from AT&T. Again please ask. Hopefully it is not too late to claim your rebate. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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7 Messages

2 y ago

@lizdance40 That's the thing. During my checkout process for the new phone, I was offered the opportunity to trade in my old phone.  I selected yes, After selecting yes, there was some information that stated AT&T would send me shipping materials to pack my traded phone and ship back to AT&T. No one seems to know about any of this and there of course magically no record of this transaction in the system. Even though I called after going through the check process to confirm the details of the trade-in and was assured everything was okay and that I would receive the materials. Honestly, I'm just tired of being jerked around. and AT&T has yet to ask to see the chat transcripts where I was given false information.  They've lost my traded and they've lost me as a customer and soon I as I can legally leave them without any penalty.

Brand User
ATTHelp

Community Support

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152K Messages

2 y ago

Hello @arubiana425,

 

We completely understand your frustration and do apologize for the confusion. Although you don't qualify for the $300 reward card offer, you should still be eligible for a minimum trade-in credit of $200, plus the assessed trade-in value of your eligible trade-in device if you placed your order on or after August 23, 2019. After your cell phone was shipped to you, you should have received an email with information about the trade-in offer, along with the one-time use promo code that you referenced in your initial post. However, the promo code is used for online redemption through our Trade-In Program website at the link provided, instead of our Reward Center website like you originally stated. Please let us know if you have additional questions.

 

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

 • 

7 Messages

2 y ago

Thank you. This whole experience has tainted my perception of AT&T and at this point, I don't trust you guys to process my trade. I never got the email (and I check my spam folder twice a day). Everyone I talked to knew absolutely nothing about the trade-in promotion and tossed me from one team to another. I'm just done, as I said thank you for your time and instruction, but Best Buy will get the trade and once I can depart from AT&T's wireless services without penalty I will.  

Contributor

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1 Message

1 y ago

Same here I have been given nothing but the run around. I have talked to approximately 11 people, two who I think was the same guy and just gave me a different name and pretended to know nothing, no his name wasn't Jon Snow. Now I have a case # and I'm pretty sure they will do nothing and just screw me out of the $700 they promised me. This might be the camel that breaks the camel's back.

Contributor

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2 Messages

1 y ago

I have the exact same problem why doesn't customer support know about this promotion 

Contributor

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1 Message

1 y ago

Me too and it's been 4 months and I am like where is my rewards!

Contributor

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2 Messages

1 y ago

After speaking with customer service many times they told me that my credit
of $8.27 is applied every month for 30 months and that was the promo, even
though on the promo banner it said we would recieve a $200 promo card.
Needless to say I'm not satisfied with the outcome.

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