Mentor
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98 Messages
Samsung Free 50" 4K UHD TV
What is going on with AT&T and Samsung.? I can't stand being ping-ponged back and forth between the companies. On November 30th, I started wireless service with AT&T. I screenshotted the offer just in case something like this happened. I even copied and pasted the offer details into a TXT file. I will paste the offer details below too. It's been almost 14 days and I'm about ready to go turn this phone back in. I've done my research and searched the forums and saw the trouble people had getting their TV back in 2016-2017. I didn't see their troubles until today though. AT&T tells me Samsung is the one that sends me to the code after they verify my eligibility. Samsung tells me since it's a promotion from AT&T, then it's their job to send me the code. Neither company seems to know what they're doing. As a former customer service agent of another company and now as someone who spot-checks other quality assurance analysts who score those recorded calls all the customers take part in with the representatives, I'm ashamed to see the level of customer service I've received. I've spoken to over a dozen the past week. A few are great at expressing sympathy and empathy, but it appears none have the knowledge and expertise to truly own the call to put a customer's mind at ease.
I'm not here to go on and on about the lack of customer service though. I'm here about my TV. I started wireless service because I needed it, but also to provide a nice Christmas gift to my mother who is needing a new TV. If I can't get this resolved asap, I'm turning in my phone at the nearest AT&T store and canceling Friday within the 14 day window. I got a galaxy S9+ on the AT&T Next plan and it's a new account/new line because I transferred my number over from another carrier. AT&T swore up and down it would still count and be eligible because it's still considered a new line of service. Who do I contact exactly? What department? Do I email the attcustomercare email address?
Here is the offer details and the screenshot of the offer:
Get a Free Samsung Gift
when you buy an eligible Samsung Galaxy smartphone (up to $1,250) on AT&T NextSM w/ wireless (min. $50/mo. after discount).
Ends 11/30/18. Req’s new line. If svc cancelled, device balance due. Redeem one-time use code at samsung.com w/in 30 days of receipt. Shipping & taxes not included. $30 Activation and other terms apply.
How to redeem:
1. To take advantage of this offer, you need to purchase a qualifying Samsung Galaxy smartphone on an AT&T Next or AT&T Next Every Year installment agreement with new service or add a line of service to your existing plan. Qualifying devices include:
- Samsung Galaxy Note9
- Samsung Galaxy S9 or Galaxy S9+
- Samsung Galaxy S8 Active
- Watch your inbox! Within 14 days of purchase you will receive an email with instructions on how to redeem your offer.
- Once you receive your email visit Samsung.comto redeem your gift. Please note taxes and shipping charges are not included in your promotional value.
Samsung Gift with Purchase Offer: Ends 11/30/18. Available only in the U.S. (excludes Puerto Rico and U.S.V.I.). Consumers only. Not an upgrade offer. Eligible Devices: New Samsung Galaxy S8 Active, Note 9, S9, or S9+ on 0% APR AT&T Next or AT&T Next Every Year installment agmt. If svc is cancelled, remaining installment agmt balance is due (up to $1,250). Tax on full retail price due at sale. Down payment may be req’d. See att.com/next for details. Req’d Wireless: Postpaid wireless voice & data service (min. $50/mo. for new svc with autopay and paperless bill discount. Pay $60/mo. until discount starts w/in 2 bills). Existing customers can add to eligible current plans which may be less.Eligibility: At time eligibility is checked (min 14 days after purchase), smartphone must still be on its AT&T Next agmt & acct must remain active. Promotion code: Value of promotion code varies based on date of purchase. After eligibility confirmed, one-time use promotion code delivered via email w/in 10 days. Promotion code expires 30 days after emailed & redeemable only online at samsung.com. Valid for a single order up to the value of the gift. If total order amount is less than the value of the promotion code, you will not receive credit or cash back for unused portion. May not be combined with any other offer or promotion on samsung.com that requires the use of a promotion code. The promotion code may only be used to pay for the products being purchased, and may not be used to pay for sales tax or shipping charges. Samsung.com terms & conditions apply. Limit: 1 coupon per wireless account. Offer may not be combinable with select other offers, discounts, credits. Purchase & other limits & restr’s apply.
GEN. WIRELESS SVC: Subj. to Wireless Customer Agmt (att.com/wca). Credit approval required. Svcs not for resale. Deposit: May apply. Limits: Purch. & line limits apply. Prices may vary by location. Taxes, fees, monthly, other charges, usage, speed, coverage & other restr's apply per line. See att.com/additionalcharges for details on fees & charges. Promotions, terms & restr’s subject to change & may be modified or terminated at any time without notice. International and domestic off-net data may be at 2G speeds. AT&T service is subject to AT&T network management policies. See att.com/broadbandinfo for details.
Tripendiculaar
Tutor
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1 Message
4 years ago
I have had the same terrible experience. I have been on the phone for several days and MANY hours ( I am now at a total of 15 agents between chatting online and 5 different numbers). I have been told there was no such promotion or I had to go through Samsung. I have also been told it's an automated process and if i didn't get the email, there's nothing that can be done! I have contacted Samsung twice, as well. I'd be very curious to see how many people actually received this offer. I'd also like to issue a formal complaint, but I can't even get clear instructions on how to do that. Please let me know if you find a solution. The latest instructions I've been given was to contact 877-258-1427 and ask for a ticket , but I called once and was redirected and then called back and waited 50 minutes before hanging up. Good luck. I'm ready to cancel service all together.
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formerlyknownas
ACE - Sage
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107.5K Messages
4 years ago
@Kailef
You wrote: “ I got a galaxy S9+ on the AT&T Next plan and it's a new account/new line because I transferred my number over from another carrier. AT&T swore up and down it would still count and be eligible because it's still considered a new line of service. “
Why did they swear it would still count as a new line? Did you question that? WHY?
transferring from another carrier counts if it’s a competing carrier. It would not count from an MVNO of ATT.
While you included a lot of great information, the one bit you left out may have been the entire reason it failed.
You also indicate you are still within the return window of 14 days (which is not possible) and the promotion clearly says you have to wait till the 14 days are up, then within 10 days the code is sent.
“Eligibility: At time eligibility is checked (min 14 days after purchase), smartphone must still be on its AT&T Next agmt & acct must remain active.”
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Kailef
Mentor
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98 Messages
4 years ago
@lizdance40 - I do understand I won't get the code unless the line is active for at least 14 days, but at the top of that offer details, it says within 14 days of purchase, I should receive instructions. I haven't even received the instructions on how to redeem yet.
As for your other question, I was at the AT&T store and the manager himself said my transferring the number over would count. The offer details doesn't say anything about new service only counts on a transfer number if it comes from a competitor and not a MVNO AT&T. My number was through Safelink because I qualified for a free government phone. I recently became employed so I transferred it over here to take advantage of that offer because not only did I want to get off of Safelink, but I wanted to get that TV as a gift for my mother. The manager is the one who stated it would count because I didn't have any wireless coverage through AT&T at all. The offer details only says a new line of service of an additional line on an existing plan. I didn't have an existing plan and I started a new line of service.
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formerlyknownas
ACE - Sage
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107.5K Messages
4 years ago
@Kailef
I forwarded the thread to support because of the wording. They wording is confusing when clearly they don’t send anything until you can’t return the Phone. “Within” doesn’t seem correct.
I know nothing about safelink. I am concerned that if it is providing service through ATT, it may not qualify. How much do you know about safelink?
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formerlyknownas
ACE - Sage
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107.5K Messages
4 years ago
I looked up safelink, which seems completely separate and it’s not on the ATT MVNO list and not connected with Lifeline discounted service. In short, it should count as a new line to ATT.
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Kailef
Mentor
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98 Messages
4 years ago
@lizdance40 - I don't know if Safelink is associated with AT&T or not. I know it's a free service for those who are disabled and on Medicaid, snap benefits, and a few other qualifications that get you the free government phone.
I know that I can go through Tracfone's website and use the Tracfone app to determine my Safelink minutes.
The instructions should come within 14 days. It just doesn't supply the code. According to both AT&T and Samsung, who I have spoken with numerous times over the past week and a half, that I should receive 2 emails. One is a congrats email with instructions on how to redeem the code. The 2nd email that would come contains the code and a link on where to redeem it.
Making me wait until after 14 days to get the code when I don't even know 100% that I'm qualified for the TV is entrapment. If I can't get the TV, then that would really be disappointed and upset me enough to cancel all my AT&T service, and I've been with them for years. Heck, I had Fast Access DSL with Bellsouth before AT&T took it over. First customer to have it in my small town and the first customer to have AT&T uverse internet in my small town. The house next to where I live is owned by an AT&T employee and I talk to him often. He even comes to my house the same day I ever have an issue. I'll admit AT&T has top-notch stable service and their techs are great. Customer service reps not so much.
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formerlyknownas
ACE - Sage
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107.5K Messages
4 years ago
@Kailef
Hmm. It does concern me because tracfone is an MVNO of ATT. I get that you would be upset, but the rules are between Samsung and ATT intended to add new business. Coming in as a paying customer should count for something. I have alerted support about the confusing wording. Hopefully they will have insight on the entire promotion.
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Kailef
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98 Messages
4 years ago
I don't think anyone knows what they're doing. I spoke to the manager at the AT&T store who can't do anything since it wasn't a promotion they were running in the store. She recommended I talk to AT&T support online in chat since it was the site running the promotion. Customer service can't do it so they transferred me to loyalty, who can't do it, and wants to pass me to the sales department. I call the sales department and wait on hold for 10 minutes only to have someone pick up who has the worst connection you can imagine as I didn't hear a single word from them and they hung up after about 5 seconds.
I'm so glad this manager at the AT&T store who's letting me get to day 15 and still return without penalty. It looks like I'm going to return it tomorrow on day 15 because the customer service is completely lacking and the reps don't have the least bit of knowledge and expertise to help. While I'm at it, I think I'll just call tomorrow when I get back and cancel everything else.
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formerlyknownas
ACE - Sage
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107.5K Messages
4 years ago
@Kailef
I can almost guarantee, based on past posts, it’s not going to go well. The 14 day is company policy, you’ll still get a service bill, and the restock fee, or full phone balance will be on a final bill.
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Kailef
Mentor
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98 Messages
4 years ago
Yeah, so far it's not going well. I'm making one last attempt tonight. I spoke to some Ashley who said she did research and then transferred me to some rebates/reimbursement department who said they can't help because they handle reimbursements. I hung up after they tried to transfer me back to customer service.
So I called once more demanding to speak to a supervisor. One is supposed to call back in 15-30 minutes. If this supervisor can't handle it, then I don't care anymore. I'll just return the phone and the at&t manager at the nearest store said I can bring it there and the only thing I have to worry about is the restocking fee that will come out of the $60+ I spent. Won't have any penalty from day 15 because of it. So we'll see.
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