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Tutor

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6 Messages

Thu, Mar 29, 2018 12:26 AM

Deception & Lies from AT&T Austin Domain Store

I purchased a new S8 Active and activated a new line on March 18th.  I was then offered a second phone for free.  I left and came back with my wife to select a phone and they were out of inventory.  The next day I went to a Waco TX location and they said that the promotion had expired on March 15th.  The next day on the 20th I called the store and they said they would escalate the issue and that AT&T escalation team would call me by Wednesday the 21st.  It is now the 28th of March and no one has called me.  Tonight I called into the sales department and they see no note of an escalation but were quick to offer me a s9 phone, internet, cable, etc!!!  I have now spent numerous hours trying to get this resolved and a normal plain s8 sent to me.  This is beyond frustrating!!!!!!  

ACE - Sage

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97.4K Messages

4年前

If an offer expires, it’s done, kaput, gone, dead.  There is no way to make an exception. 

There is absolutely nothing that can be done because the BOGO is given automatically by computer if requirements are met.  Buying outside the promotion is a no go. 

Tutor

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6 Messages

4年前

I would think honoring your word would be important to AT&T. I've been a
customer for almost 20 years and all I got out of this ordeal is bad
customer service all around. Two individuals at the same store were
ignorant of their own promotions expiring and a manager "escalated",
however I never received a call back! When I leave AT&T, I'll never be
back! Does customer retention not mean anything either?

ACE - Sage

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97.4K Messages

4年前

Non existent promotions cannot be honored.  There is no paperwork or button to push.  The computer looks for requirements.  

You're seriously complaining when you got an honest answer and not ripped off?  

Tutor

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6 Messages

4年前

Actually if the phone had been in stock that evening, I would have walked
out with a free phone! Yes, per the next store, it would have been
reconciled in a couple of months and I would have started getting charged,
but that is here nor there. I was told by two separate store salespeople
that if I bought a s8 and added another line, which I did then I was
eligible for a second phone for free as long as it was cheaper per month
that the side active. Otherwise I would have to pay the monthly
difference. And of course if be responsible for the taxes. AT&T did not
honor their word! AT&T was decepful! Own up to your mistake of offering
an expired promotion and satisfy the customer!

ACE - Sage

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97.4K Messages

4年前

@jswltn

I’m trying not to laugh at the absurdity of that post.  They aren’t selling 2 for 1,  59¢ canned peaches.  They do not just hand out free phones, no carrier does.  

Who told you that?   (Exactly what store location).  Cause it’s bull poop.  Either they explained it wrong or you got it backwards. 

My money is on you getting it backwards as that’s not how sales work at all.  

Thats not how any of the promotions work.  You pay for the phone FIRST.  In fact you pay sales tax on BOTH phones up front per your state laws.  Then you sign a legal agreement to pay for BOTH phones.  There is no paperwork for the promotion.    IF you qualify for a promotion you get credits back starting 3 months later.   Since the promotion had expired, you never would have got any credits, and 3 months later you would be complaining you got ripped off.  

Instead, you didn’t get ripped off, and you’re still complaining?    

This is one for the books folks!  

 

MicCheck

ACE - Expert

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11.5K Messages

4年前


@jswltn wrote:
Actually if the phone had been in stock that evening, I would have walked
out with a free phone! Yes, per the next store, it would have been
reconciled in a couple of months and I would have started getting charged,
but that is here nor there. I was told by two separate store salespeople
that if I bought a s8 and added another line, which I did then I was
eligible for a second phone for free as long as it was cheaper per month
that the side active. Otherwise I would have to pay the monthly
difference. And of course if be responsible for the taxes. AT&T did not
honor their word! AT&T was decepful! Own up to your mistake of offering
an expired promotion and satisfy the customer!

If AT&T honored everything any sales person ever said, sales would have impunity to tell customers what ever they wanted knowing AT&T would "honor" it. 

Tutor

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6 Messages

4年前

The AT&T store in Austin at the Domain was where the misinformation began!
And now this AT&T forum is where my complaints are being marginalized! Two
facts - all information that I have shared are facts and second all
customer care has been underwhelming. Straight out, I have been lied too
and not taken care of as a customer! I'll have no issues leaving AT&T.
And I'll have no issues suggesting that others leave as well.

ACE - Sage

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97.4K Messages

4年前

@jswltn

You have good reason to feel “marginalized”.  You’re  in a class all by yourself.  

We never heard of someone who dodged a bullet, missed out of being ripped of, and is upset about it.  

Tutor

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6 Messages

4年前

I'd have to assume you are all alone tonight with your cats?
MicCheck

ACE - Expert

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11.5K Messages

4年前


@jswltn wrote:
 Straight out, I have been lied too

Yep, you sure have, and no one here has disagreed. 

 


@jswltn wrote:
and not taken care of as a customer! 

What would you have AT&T do? You didn't act on the misinformation. Do you really think AT&T should honor a promotion you didn't accept? That's silly. 

 


@jswltn wrote:
 I'll have no issues leaving AT&T.
And I'll have no issues suggesting that others leave as well.

That's your prerogative, but no other provider will honor a promotion that doesn't exist. 

Tutor

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6 Messages

4年前

I acted on the misinformation. I called back to the store in question and
"Edward" was escalating the issue. He said someone with AT&T would be
calling me back by last Wednesday. But no call, no concern! So I'm taking
to social media. It's simple math really for AT&T. Provide me with the
second free phone as promised or have me for the next 20 years persuade
others to go with their competitors. Obviously they got what they wanted,
me purchasing a new phone and another line, and now they are no longer
interested in providing customer support. They've move on! The store said
I had 14 days to get a second phone, and I guess that runs out today, so I
really have no recourse at this point. The fact is though, 3 individuals
from the AT&T Austin Domain store said I was eligible for a second phone
and I've got to imagine dozens of other customers are experiencing exactly
what I am right now! I'm a dissatisfied customer!

ACE - Sage

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97.4K Messages

4年前

You don’t get it.  There is no button or paperwork to get promotions.  The computer checks qualifications and if there, then credits are given.  

The only way you could get this promotion was to invent a time machine and go back the the 15th on the month, before the promotion expired.  Your first purchase didn’t qualify and a second wouldn’t either.  

FYI you had 14 days to returnyour purchase.

 

MicCheck

ACE - Expert

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11.5K Messages

4年前


@jswltn wrote:
Obviously they got what they wanted,
me purchasing a new phone and another line, 

Of course that's what they want. They would love for you to purchase 800 phones! That doesn't mean you have to do it. At this point, it doesn't sound like you've purchased the second line, so you've only purchased the one line you originally intended to. 

 


@jswltn wrote:
The store said I had 14 days to get a second phone, and I guess that runs out today, so I
really have no recourse at this point. 

 But we've established they were lying, so that deadline doesn't exist. You can purchase the second phone whenever your want, or not. Today is the last day you can return the first phone and get out of the installment plan, so keep that in mind if you decide you're leaving AT&T. 

 


@jswltn wrote:
3 individuals from the AT&T Austin Domain store said I was eligible for a second phone


They were wrong or were lying. 

 


@jswltn wrote:
 I've got to imagine dozens of other customers are experiencing exactly
what I am right now! I'm a dissatisfied customer!

If so, they probably are relieved they got the correct info before finalizing the second purchase and have moved on with their lives. 

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