Contributor
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2 Messages
Stuck at backoffice regarding case to honor promo
Hello,
I'll keep it short.
I tried to take advantage of Samsung Galaxy S8 "Buy One Get One" promo 3 months ago.
I tried to transfer number, but they told me that I needed to get a new number.
So they canceled my order and re-ordered requesting new number.
I have talked to 3 CS in the meantime to ensure that the promo would still apply, and they all answered yes.
I noticed that the promo did not apply.
CS created a case to apply the promo.
I waited 2.5 months and talked to 4 other CS in the process. They kept telling me to wait.
I had enough, and contacted CS and demanded manager.
Manager told me that the case was reviewed within 7 days of creation, and was denied, and suggested I create a new case.
I told manager that I am sick of waiting, and I want resolution.
Is this how AT&T customer service usually operate?
formerlyknownas
ACE - Sage
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117.2K Messages
7 years ago
The promotions are not open to interpretation or substitution. If you were required to port a number from a competing carrier, and did not/could not, then you did not qualify and ATT won't honor the promotion. It's too bad you were not told at the point of sale you would not qualify for credits.
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oochulshin
Contributor
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2 Messages
7 years ago
I understand. But if they were going to deny it, they should've said so from the beginning.
Now I can't even return the device.
And even if I switch carrier now, I already lost money on it.
By the way, I did fulfill all conditions of the promotion requirements.
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formerlyknownas
ACE - Sage
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117.2K Messages
7 years ago
3 months ago would be April, and this promotion?
https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Bundled-Buy-One-Get-One-Offers-2017.pdf
Read carefully through the requirements to verify you meet them all. TV service, new line, etc.
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