Lumia Wireless Charging Plate - AT&T Wont Honor Offer

Mentor

Lumia Wireless Charging Plate - AT&T Wont Honor Offer

Today I placed my online preorder for the Nokia Lumia 920 w/ free black wireless charging plate. I placed the order signed into my account, the offer was present on the screen in the cart and I followed the instructions for the offer (add the black charging plate to the cart, basically.)

 

Yet, AT&T still charged me for the plate ($49) I've spoken to about four phone reps about this, and each time they give me the same explanation. I'm paraphasing:

 

AT&T: 'We received an update in our system this morning that the free charging plate offer is not available until November 9, therefore, you will be charged the $49"

 

Me: "But when I placed my order online, and even right now, you website is advertising the offer as available NOW. I am reading the full terms and conditions, and nowhere does it say it doesn't start until November 9. I am signed in, and in smartphone purchase list, the offer is there on the Nokia Lumia 920. I can send you a screenshot."

 

AT&T: "We can only go by the offers we see internally. Because the offer isn't available until November 9, you will be charged."

 

Me: "I appreciate and understand that you may not see the offer internally. But you are advertising it, live, right now, as being available, online and you did to me when I ordered. You cannot really advertise a price to the public and then charge them something else. You need to honor the price and credit me the $49."

 

AT&T: "We can only go by the offers we see internally. Because the offer isn't available until November 9, you will be charged."


I've read online people saying they heard from reps the offer is now sold out, but I haven't seen one person say reps told them the offer will be available November 9. I'm wondering if the reps I spoke to were confused by the preorder and the availability date of the phone itself (November 9), but none would listen to that and all four said the same thing.

 

 

Here's my screenshot.

Message 1 of 69 (23,224 Views)
Tutor

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

The AT&T reps are quite clearly not up to speed on what's going on, generally speaking. I called my local store and they didn't even know what the Lumia 920 was. They couldn't tell me what colors they'd be getting, and couldn't speak to whether or not they would have the free charging pads.


Basically, they just didn't even know what the Lumia 920 was.

 

So, personally, I'd release myself from the frustration and wait until Friday and then approach a local AT&T retail location and ask them to clear it up.

 

That's just me - I've played the games beating my head against the wall for a solution right now on things like this. I've found my sanity is more valuable.

Message 2 of 69 (22,488 Views)
Teacher

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

Are you signing a contract too? Or contract free?

Message 3 of 69 (22,416 Views)
ACE - Professor

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

[ Edited ]

When it went on preorder yesterday, it was available AT preorder only for web preorders IF you added the charge plate to the order when you added it.

 

The order should have shown the phone and plate, and the discounts. Mine did, as did the email conformation:

 

One-Time Charges
Phone/Device
Nokia Lumia 920 (Matte Cyan)    $199.99
Offer Discount    -$100.00
Accessories
1 - Nokia Black Wireless Charging Plate    $49.00
Regular Promotion    -$49.00
Services & Fees
Upgrade Fee    $0.00    Monthly Charges
N/A
Sub-Total(One-Time)    $99.99
 

If you ordered and did all that and the discount didn't apply at order time, then that sounds like a mistake.

 

You should PM ATTCustomerCare and ask them to look into it.

 

 

Oh, and it looks like the free charge plate promo is not being offered anymore - there doesn't even seem to be any charge plates available to order, nor is it mentioned anymore on the website.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 69 (22,407 Views)
Former Community Manager
Solution
Accepted by jamileh (Former Community Manager)
‎09-30-2015 1:39 AM

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

Hey Joeonsunset, 

 

I'm sorry that you weren't able to see the wireless charging plate when you ordered your 920.

 

Everyone who pre-ordered the Nokia Lumia 920 will receive a free Nokia wireless charging plate and it will be sent in a separate shipment. You'll get an email with delivery details so keep an eye out for that!

--------------

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Message 5 of 69 (22,369 Views)
Mentor

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

Thanks to everyone for replying. I'm conflicted. I mentioned in my first post that I DID add the plate to my cart when I checked out-- those were the instructions in the offer.

 

But, I was charged $49 for it. It didn't zero out. I dunno if my credit card was charged yet, or what, but I don't want to have to struggle through 100 layers of CS calls to get that charge credited.

 

Per the suggestion above, I'm considering cancelling the order and just getting up early on Friday to the local AT&T store. It's just a little far from me, and I am worried that they won't honor the free charging plate offer in store.

 

Bah. What to do. :-)

Message 6 of 69 (22,361 Views)
Mentor

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer


johninsj wrote:

Oh, and it looks like the free charge plate promo is not being offered anymore - there doesn't even seem to be any charge plates available to order, nor is it mentioned anymore on the website.

 



It's STILL there, 11/8 at noon Eastern, on the Premier side. 

Message 7 of 69 (22,361 Views)
Former Community Manager

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

You're welcome to please send me a private message with your name, account number, phone number and the best time to contact you so we can make sure everything processes properly. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
Message 8 of 69 (22,359 Views)
Mentor

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer


kprophet wrote:

 

That's just me - I've played the games beating my head against the wall for a solution right now on things like this. I've found my sanity is more valuable.


You're probably right-- I've been through this before and the amount of time and effort it took the get a credit, though I did in the end, was insane. The online offers seem very "buggy," and WORSE when Premier is involved. (Makes me wonder if that 15%-ish discount is worth it. But that's another post.)

Still, for some reason that free wirless charger has dug its way into my brain! Plus, I think in store I will get charged an upgrade fee. I guess I will call the store and see what---if anything, at all---the reps know.

Message 9 of 69 (22,357 Views)
Highlighted
Teacher

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

What a mess it is.  I attempted to do the pre-order yesterday morning but couldn't see any wireless charger accessory at all.  So after chatting with 2 online rep and 1 phone rep.  I was told my best bet is to just go ahead and get the pre-order in 1st and then deal with trying to get the wireless charger afterward.

 

I then called yesterday afternoon and was told that there were some website issues that prevents some customers from seeing the wireless charger at all and that to give them some time to figure things out and call back today.  I called back today and after a very long time and dealing with different reps, it seems that everyone are completely clueless and just said I dont have any wireless charger in my order and that they're suppose to send them out if they have in stock.  But she cannot tell me whether I will get one or not.  And I order this yesterday but still seeing people who ordered today that can still add the accessory.

 

I hope someone else can help those of us who pre-ordered but didn't get to add the chance to add the wireless charger to our order can help us.

 

And also for the very 1st time since I've been with ATT (over 10 years now), I'm charged with an upgrade fee.   ATT, you're driving your customers insane and I'm wondering why I'm bothering staying with you after all these years being a loyal customer when most of all my friends and families are either with Verizon or Sprint.

 

My worst experience with ATT so far.

Message 10 of 69 (22,308 Views)
Former Community Manager

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

I'm sorry you had such difficulty. 

 

As I mentioned above, everyone who pre-ordered the Nokia Lumia 920 will receive a free Nokia wireless charging plate and it will be sent in a separate shipment. You'll get an email with delivery details so keep an eye out for that!

 

I can't speak to why you've never had an upgrade fee before as they've been around for quite a long time. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
Message 11 of 69 (22,300 Views)
Teacher

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

I certainly hope so. It'll do wonder if ATT would just email those of those who has made the pre-order with that info as well as put a NOTE on the pre-order page.

I'm more worry now because when I call in, at the end of the 'status' (after I put in my order #), it said my order was cancel but when I spoke with the rep, they say it is NOT cancel and I also do not have any email that would indicate it will be cancel either.

You guys are making a heck of a big mess there.
Message 12 of 69 (22,292 Views)

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

I pre-ordered a white and yellow Wed morning. Our contract expired in June. During the order I called CSR because I saw nothing about the charging plate. They said to go ahead and place the order and it will probably be added.

 

Got an email today that the order was ready to ship.  Went online to look at the order and only one phone was listed. Called order processing. They said both phones were being shipped together, didn't know what was wrong with the online order info.

 

I asked about the charging plates and he said there was a note on his screen that they would be shipped seperately.

I'm Happy

 

I think all CSRs didn't get the memo.

Message 13 of 69 (22,145 Views)
Former Community Manager

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

Message 14 of 69 (22,068 Views)
Contributor

Re: Lumia Wireless Charging Plate - AT&T Wont Honor Offer

So I had preordered the Nokia lumia 920 on 11/7/12, but when checking out, the wireless plate would not show up with the discount.  Then I had the impression that the charger would be included with the order automatically, so I went ahead and submitted the order.  Yesterday, I called in the support center to ask about my order, and they said no mentions of any charger plate accessory is being included in the shipment.  So they suggest I could cancel the order and reorder it again with the charger plate and they can help me from there.  Unfortuneately they are unable to cancel the order because the order is in pending shipment status.  They then suggest I refuse the shipment and return the phone back so they can reorder again to include the charger plate in the order.  But to be honest I would really want my phone asap and not have to wait for a long time for the return processing, I am doing an upgrade so I would have to wait a while before the upgrade eligibility is reset again.  The whole thing can take 2 weeks and there's no telling if there will be chargers left in stock at that point.

 

I'm just a little disapointed that even though I preordered the first day that the phone becomes available, I still won't be able to get the free charger even though it is clearly a promotion that AT&T is offering.  It is a mess in the communications of this matter and also with the unreliable online ordering system.

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