AT&T WILLNOT honor their BOGO promotion sold by it's store associate
In March of this year (2016) I visited the AT&T store in Plano TX (store number D12B based on receipt printout) to look at replacement phone for my wife.
My wife was drawn to the new Samsung Galaxy S7 to replace her older Galaxy S3.
Both my wife and I have had individual and corporate wireless accounts with AT&T for the past 15+ years, and we now have 3 lines and a hefty data plan for which we pay over $200/month – so we’re “invested” with AT&T
The associate at the store offered to check if my line was also available for an “upgrade” and soon thereafter suggested that we could use their BOGO promotion that expires at the end of the month (3/31)
Having seen multiple commercials on TV for this BOGO, all of which included iPhones, I asked her if the promotion is available for any phone – which she confirmed as such.
Although I was not actually looking to buy a new phone for myself at this time, the offered BOGO promotion seemed like a no-brainer (pay for one as we expected and get the 2nd for free), we then further decided to get a more expensive phone – the Galaxy S7 Edge, since we will be getting 2 phones for the price of one.
When they printed out our receipts and paperwork (for 2 S7 Edge phones on a Next-24 plan) , which included the anticipated billing amounts for each cycle, I asked how the BOGO is accounted for and was told that the credit and deduction for the 2nd phone will kick in after the second or third billing cycle.
Several months later, when I noticed that nothing is being deduced/credited on my monthly statement, I visited the store, only to find a very inhospitable manager that took almost 30 minutes to review “paperwork” in his office (while I waited in the lobby) and then proceeded to tell me that there was no such BOGO recorded on my purchase deal, and that any BOGO was dependent on adding a new line – and at that point concluded with saying there is nothing he can do.
After a lengthy exchange of words, he promised to check with his supervisor and get back to me the following week. Needless to say that I never heard back from him or anyone at AT&T.
He also claimed that I was e-mailed a contract that indicated that I was being charged for 2 phone, and I should have checked it an disputed it within the allowed 14 days.
Very disgruntled, I went back to check my e-mails, only to find a link to the contract that was very similar to the paperwork I was given at the time of purchase, in which there was only one phone/account listed as to be charged.
So here I am with 2 S7 Edge phones that I now have to pay for over the next 30 months (or whatever remains of that payment plan) and AT&T will not honor their promotion
I’m at odds as to how this can be further handled, as it seem that the personnel in the store are not interested in honoring or helping a long term customer, and the online chat which I contacted could not assist (they actually referred me back to the store).
Is there anyone at AT&T Customer Service that can be contacted to resolve this matter?!?!?
Oddly enough, if they would have made a mention that a 2nd line is needed to honor this promotion, I would have considered adding the line, as my 2 younger kids are just coming of age where they will be getting their cell phones, and would have considered getting new lines for them to benefit from this prompting.
Given the wonderful (NOT) service that I’ve received from AT&T I will now opt to get these 2 new lines with one of their competitors as I have very low tolerance and trust with companies that do not treat customers with respect and honor.
One would think that in today’s climate where people are constantly enticed to jump on the next best offer, having been a loyal customer for over 15 years would mean something to a company (not to mention adding lines for other family member over time) – But I guess that is not the case with AT&T – their store managers do not appreciate customers and servicing them nor would they honor their advertised promotions that was sold to me by their store associate…
Furthermore, although I’m “held hostage” as an AT&T customer until I complete the payment plan on these phones, I will be dropping their service and moving my personal and any business accounts to a more trustworthy provider as soon as these payments are complete.
BTW – AT&T still runs these BOGO commercials on TV these days, but have interestingly enough added a statement to the tune of “when you add a second line”…
I guess their realized their flawed advertising (as it does appear many other have suffered similar situations) and have amended their campaign
If anyone if AT&T is monitoring these community posts - I would appreciate being contacted for a possible resolution.