Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
The Samsung Galaxy S24
zbkFIVE's profile

Contributor

 • 

2 Messages

Tuesday, March 5th, 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

 • 

4 Messages

5 years ago

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.  

ACE - Expert

 • 

23.9K Messages

5 years ago


@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

 

Capture.JPG

1 Attachment

Tutor

 • 

4 Messages

5 years ago

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

ACE - Expert

 • 

23.9K Messages

5 years ago


@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

 • 

4 Messages

5 years ago

How do I get the cert?

ACE - Expert

 • 

23.9K Messages

5 years ago


@Tanta007 wrote:
How do I get the cert?

you have to use the shop samsung app..  That is the only way samsung has to redeem a offer now.

 

https://samsungpromotions.com/

 

Follow the link and it will take you to the app.

 

and watch the video that tells you how to redeem it if your having trouble https://www.samsung.com/us/mobile/galaxy-s10/offers/redemption/

Tutor

 • 

4 Messages

5 years ago

Did anyone get a resolution to the order cancelled by Samsung? I was told
by AT&T that they'd have an update of Friday but nothing so far. I did tell
them to remove the upgrade that they put on my billing already so i could
order elsewhere even though I lose out on the buds now.

Tutor

 • 

4 Messages

5 years ago

Nope. No solution here.

Contributor

 • 

2 Messages

5 years ago

After it took AT&T 5 days to remove a pending finance agreement (about 7 hours of phone time with AT&T Customer Service) I was finally able to order on 3/7 and received the S10 on 3/11. I was able to get the free Galaxy Buds (well they'll ship on 4/22 LOL). Samsung gave me a $25 credit for their error which was not worth all my time/effort, meanwhile AT&T did nothing to compensate their inability to remove a finance agreement they knew was not going to be in place and my half a day on the phone. The nightmare came to an end, but only due to my over persistence. Good luck to anyone else still dealing with this; my advice is keep pushing AT&T to correct any issue, push Samsung to honor your Buds promotion, and don't allow a "no" from either side.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.