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 (23,212 Views)
Former Community Manager

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

I am sorry you had difficulty with your order. 

 

Please take a look at my earlier post in this thread regarding the wireless charging plate. You do not need to cancel your order. 

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

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 16 of 69 (21,992 Views)
Explorer

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

I picked up the Lumia 920 at my local ATT store today and they knew nothing about the wireless charging plate, even though it was mentioned on the display stand.  I assumed I had to register on the nokia site when it goes up on the 16th to get one?

Message 17 of 69 (21,959 Views)
Contributor

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

Is there some guarantee that you can make concerning the charging plate? When will we hear about it shipping? I have sent two emails to customer support and its been over a day and haven't heard anything back.... I have had probably the worst experience with representatives over the course of the past 24 hours from when I first ordered the phone to now...

Message 18 of 69 (21,824 Views)
Professor

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


LS6TA wrote:

I picked up the Lumia 920 at my local ATT store today and they knew nothing about the wireless charging plate, even though it was mentioned on the display stand.  I assumed I had to register on the nokia site when it goes up on the 16th to get one?


The plates apparently were not shipped to the att brick and morter stores in time. The store I went to knew nothing about the promotion. A bunch of us pulled the att notice up on our 900's and showed the manager. She then called att and in the end the store direct shipped us the plates. They had to ring the plate up like a normal purchase for direct shipping and then the manager zero'd out the $45 charge by inputting a promotion coupon. You walked awy from the store with your phone and a separate reciept for a charging plate to be delivered to your door. Complete with transaction number etc.

Message 19 of 69 (21,793 Views)
Teacher

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


jamileh wrote:

 

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!


 

 

Technically this doesn't seem 100% true. I was told after I pre-ordered from ATT by a phone representative that I would get the plate for free even though my purchase, which was off contract, did not show the discount on the checkout. After it finally shipped they said, whoops nevermind it's not for off contract purchases.

 

Given the fact that the press release, the announcement itself, and the web-orders representative say/said nothing about requiring a 2-year contract, I am pretty upset that their only suggestion was that I return it. What's worse is that when I call CS they admit that the notes are on there about when the first person told me it would be credited back to my account later and not to worry etc... They refuse to discuss anything about that, though, and just keep saying it was a mistake and I have to pay for it now.

 

Message 20 of 69 (21,625 Views)

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

When I ordered, it said in red, that you get a charging plate for each order. I could not find it in the accessories, so I figured it would be included. But now I feel a bit nervous. I ordered 2 with 2 year contract.
Message 21 of 69 (21,600 Views)
ACE - Professor

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


mark.f.masters wrote:
When I ordered, it said in red, that you get a charging plate for each order. I could not find it in the accessories, so I figured it would be included. But now I feel a bit nervous. I ordered 2 with 2 year contract.

Everyone should get one per phone, once AT&T gets them (up to whenever the cutoff is in december for purchase.)

 

*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 22 of 69 (21,552 Views)
Mentor

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

[ Edited ]

Update: unable to get a CS response anywhere that assured me Id eventually be credited for the charging plate charge, I stared to consider cancelling the order. It helped my decision that the phone hadn't shipped by Friday. So much for the "pre-" in pre-order, huh?

 

So, I went to an ATT store where they had the 920s and cancelled my preorder while I waited in line. The store, tho busy, was friendly and helpful. They didn't know much about the free wireless charging plate, but it was on the signage there. So eventually they were able to figure out how to order me a free one (they weren't in stock in stores Friday.)

 

note to self: buy in store, buy in store, buy in store.

 

edit: Jamileh, thanks for your offer of help. I would have taken you up if my preorder hadnt failed to ship by Friday. appreciate it!

Message 23 of 69 (21,518 Views)
Mentor

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

[ Edited ]

LS6TA wrote:

I picked up the Lumia 920 at my local ATT store today and they knew nothing about the wireless charging plate, even though it was mentioned on the display stand.  I assumed I had to register on the nokia site when it goes up on the 16th to get one?



I hope you return to the store and insist on the plate. The local reps may not have gotten training on the offer, but if its printed right there by the price, then that's the deal.

 

In my case, a manager had to help my rep locate the accessory to order online, direct-fulfill it(I.e., ship it to me BC it wasn't in stock), and then manually credit me the $49.

 

i would bring my receipt back to the store and try again, and talk to a manager I'd needed because they might have heard of the offer first. And by now, hopefully they're all up to speed.

 

 

Message 24 of 69 (21,517 Views)
Former Community Manager

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

Hi there - I got your PM and responded just now. Thanks for the info. 

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

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 25 of 69 (21,320 Views)
Contributor

Free wireless charging plate offer?

Is this offer still available with the Lumia 920 or not? When I go to upgrade the devices on my account, it says it is, and prompts me to choose a wireless charging plate. However, all the charging plates listed are "out of stock" and cannot be selected.

 

Should I wait until these are back in stock, or is the offer over?

Message 26 of 69 (19,888 Views)
Highlighted
Voyager

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

I am trying to order the Lumia 920 Matte Black. I go online to AT&T and when I get to the point in the order where I add the wireless charging plate, I notice two new things. First, the order instructions pop up now states that you can add charge plate to the order for free. Second, the screen to add accessories now shows all charge plates all colors as out of stock and you cannot add them to the order. How do I go about ordering this now? The offer clearly states that it will run till January. Is there an option to add the FREE charging plate after I have ordered my 920? Or do I have to order that at the same time? If so, how can I order both since there is no option now to add the wireless charging plate..

Message 27 of 69 (21,213 Views)
Voyager

Re: Free wireless charging plate offer?

I have the same issue. I am trying to order the Lumia 920 Matte Black. I go online to AT&T and when I get to the point in the order where I add the wireless charging plate, I notice two new things. First, the order instructions pop up now states that you can add charge plate to the order for free. Second, the screen to add accessories now shows all charge plates all colors as out of stock and you cannot add them to the order. How do I go about ordering this now? The offer clearly states that it will run till January. Is there an option to add the FREE charging plate after I have ordered my 920? Or do I have to order that at the same time? If so, how can I order both since there is no option now to add the wireless charging plate..

Message 28 of 69 (19,863 Views)
Contributor

Re: Free wireless charging plate offer?

I went through my corporate account and had the same issue. The corporate account manager had no information for me as well. Hoping ATT can answer it.

Message 29 of 69 (19,844 Views)
Tutor

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

After much frustration online and on the phone (the phone rep wanted to charge me $199 for the 920), I just picked up my butt and walked into the store and surprise... They are sold out...all colors. Tried another store. Same story. But the Store manager did this for me. I love it.

 

 

Message 30 of 69 (21,129 Views)
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