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zbkFIVE's profile

Contributor

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2 Messages

Tue, Mar 5, 2019 10:18 PM

S10 Preorder Nightmare

I’d like to share what has been the worst consumer experience of my adult life in regards to purchasing, or trying to purchase, a Galaxy S10 via a timeline of events that predated my order:

 

  1. The end of 2018 and early 2019 – I haven’t upgraded my phone in quite some time by phone upgrade standards (I’m currently using a LG V30) and instantly fell into “I HAVE to buy the Galaxy S10” after spending hours upon hours reading about leaks and potential specs. I have used LG phones for the last 3 years with no issue, but something about the S10 had me very excited.
  2. February 20, 2019 – I take a half day from work to watch the Samsung Unpacked event and after I CAN’T wait to place my order. I set my alarm to wake up when I would usually be sleeping to place my order (and to ensure I’m one of the first that orders so I can take advantage of the free Galaxy Buds promotion). I order my Galaxy S10 and my Galaxy Buds on Samsung.com as AT&T approves my AT&T Next agreement (I also get a charging pad and black silicone case free due to a $50 accessory credit) and am excited so it’s tough to fall back asleep.
  3. February 21, 2019 – I get an e-mail my order is confirmed! I spend the next day’s checking my order status daily waiting for the S10 to ship. My finance agreement with AT&T shows up on my account and I am charged an activation fee on my bill (this is later removed by an AT&T rep).
  4. March 2, 2019 – I’m on a weekend trip and get an e-mail my order has been cancelled as AT&T did not approve the order. I think there is no way this can be and call Samsung. The Samsung representative is of little help and advises I must call AT&T. I call AT&T and they advise they did not cancel the order and still show it pending. I go back and forth with Samsung and AT&T 3 times with each side pointing the finger back at the other but decide to stop as I’m on a trip and don’t want to waste more than the 3 hours I have wasted.
  5. March 4, 2019 – I spend 5 hours on the phone between AT&T and Samsung (I’m still out of town on my trip). AT&T advises they still show a pending order and can’t do anything about it until Samsung sends them the cancellation. I contact Samsung back and am advised by a representative that the order has been cancelled and AT&T has been notified. I call AT&T back and advised that they don’t show any cancellation and advise they can’t accept any e-mails when I advise I can send them all the cancellation documents from Samsung. After a nearly 3 hour call an AT&T rep gives me 2 options: Go to a retail store or they can start a case for further research. I explain I am out of town and due to work/upcoming vacation can’t get to a retail location, so I set up a case number.
  6. March 5, 2019 – I am frustrated beyond belief and have asked AT&T to just cancel my finance agreement, so I can re-order the phone at another time, but am advised that Samsung has not sent a cancellation to AT&T, so this cannot be done (I have the cancellation documents from Samsung!). I wanted the device at launch as I am taking my yearly vacation shortly after the launch date and couldn’t wait to use the upgraded camera set, but now it looks as if I will be traveling with my LG V30.

As you can read this has been a nightmare after a period of great excitement from my end. So far, I have lost: 1. Having the phone I desperately wanted to use on my vacation, 2. Galaxy Buds, 3. My desired phone case, 4. Nearly 9 hours of my weekend/trip. I hope others haven’t had to deal with this issue and subsequent hold music purgatory and they get to enjoy their new device as I use my LG V30 to capture my vacation. I’d love to revert everything back to how it was when I thought I’d have my phone on launch day, but this seems to have passed and I think my interest in Samsung and AT&T has as well.

Tutor

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4 Messages

4 y مضت

I have the same issue. Got the email from Samsung today saying my order is cancelled because the activation cannot be completed by the carrier. Called AT&T and asked. All I got was that they know there is an issue but they have no idea when and if this would be corrected and I was told to be patient and wait. The rep was super rude and kept explaining to me about how there systems don't talk to each other so they have wait for Samsung to cancel the order. It was a very frustrating call. Called Samsung right after with of course no hope and I wasn't disappointed. They had no clue whatsoever about what's going on or what's the follow up or the next steps. Right now there is no resolution in sight but I have a feeling that the order will not go through and by the time there is some kind of resolution, there will be no promotion for ear buds and all. The worst part is that we cannot order elsewhere as the contract and installments already show up on AT&T side without us having the device. Worst kind of handling these two companies have. They should compensate the customers affected as we are being denied orders without any reason.

QuarryRye

Master

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3.2K Messages

4 y مضت

This is why buying phones direct from the manufacturer isn't always the best option.

Tutor

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4 Messages

4 y مضت

Well if the manufacturer is contractually tying up with the carrier to
sell customers the phones, they better have their act together and systems
figured out. These companies have a lot of tech for crying out loud so
better system integration should be the least of their problems.

ACE - Sage

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100.2K Messages

4 y مضت

Best Buy does it well and had another $100 over Samsung.  

 

Tutor

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4 Messages

4 y مضت

Well I had a trade in which best buy was honoring but only in store. I
didn't have a chance to go to the store and check out how they would have
done it but at the same time I didn't anticipate that it would be such an
issue with companies of that scale

Tutor

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6 Messages

4 y مضت

I had the exact same thing happen to me today, and also wasted almost 2 hours talking to the customer service reps for both companies. It is terrible service. Now we are stuck without even being able to reorder due to the cancellation not going through. I'm very upset and I don't understand why AT&T can't simply cancel on their side so that we can at least re-order in time to still get the free buds.

QuarryRye

Master

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3.2K Messages

4 y مضت

Having read the terms and conditions on the phones it sells, I would never buy a phone from Best Buy.

ACE - Sage

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100.2K Messages

4 y مضت


@QuarryRye wrote:

Having read the terms and conditions on the phones it sells, I would never buy a phone from Best Buy.


Really?  I didn’t see anything that AT&T doesn’t also include.  What did I miss?   

Both I and @GLIMMERMAN76  have taken advantage of deals there.  I got $400 off the top of my S9 when I traded in my S7 last year.   

 

GLIMMERMAN76

ACE - Expert

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23.4K Messages

4 y مضت


@QuarryRye wrote:

Having read the terms and conditions on the phones it sells, I would never buy a phone from Best Buy.


@QuarryRye 

 

Yeah I would love an explanation of what your talking about.  If your buying a carrier branded phone the terms and conditions are ATT's unless your talking about BB return policy.  I have not bought unlocked from BB.

ACE - Sage

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100.2K Messages

4 y مضت


@GLIMMERMAN76 wrote:

@QuarryRye wrote:

Having read the terms and conditions on the phones it sells, I would never buy a phone from Best Buy.


@QuarryRye 

 

Yeah I would love an explanation of what your talking about.  If your buying a carrier branded phone the terms and conditions are ATT's unless your talking about BB return policy.  I have not bought unlocked from BB.


I have purchased unlocked from BB, more than once.   It’s a straight forward transaction, like a TV or any other electronic.   I also bought the Verizon S9 at BB, no paperwork.   

You only get paperwork if you are buying with a carrier plan.  

 The difference is AT&T provides it all on a tablet for you to read and sign.  BB gives you paper.

 

Tutor

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4 Messages

4 y مضت

I also tried to Pre-order through Samsung to get the free ear buds, but it wouldn't approve the ATT Next financing; I went through the ATT site and was able to preorder with no problem, but I'm assuming I won't be getting the free earbuds since I had to go through ATT. This bums me out.  

GLIMMERMAN76

ACE - Expert

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23.4K Messages

4 y مضت


@Tanta007 wrote:

I also tried to Pre-order through Samsung to get the free ear buds, but it wouldn't approve the ATT Next financing; I went through the ATT site and was able to preorder with no problem, but I'm assuming I won't be getting the free earbuds since I had to go through ATT. This bums me out.  


why you just have to use the shop samsung app to register for the buds if they still have them or the 130 bucks in store credit

 

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Tutor

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4 Messages

4 y مضت

There is no option on the shop samsung app to register for the ear buds.
GLIMMERMAN76

ACE - Expert

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23.4K Messages

4 y مضت


@Tanta007 wrote:
There is no option on the shop samsung app to register for the ear buds.

There was but hey I got mine...  They may be down to the 130 gift certs

Tutor

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4 Messages

4 y مضت

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