Followed ATT Loyalty Rep directions for BOGO and then others Reps reneged. Presidential Complaint

Mar 26, 2017 12:46 PM

Katie, Thank you for responding. Here is the short version. Long time ATT customer (first through Comporium Communications, the ATT partner in the area) my wife Kim Smith and I wanted to take advantage of the BOGO iPhone 7 deal, so we visited the ATT store in Rock Hill SC, and were told that we could do it but I would lose my number. The reason being, that in order to add a “new line”, I would have to cancel one of our ATT lines and add a new line, and in doing so, one of us would lose the number, and I’m saying that it would have been me because Kim’s number is more widely used. 

 

So when we came home and looked on-line by accessing the account, it really didn’t say that, and I chatted with a representative, and guided me in a few clicks to a page/place that said that a new line was needed. The representative suggested that I talk to the loyalty department and gave me a TF number.

 

I spoke with Tamika T. on March 3rd, I explained to her that I was trying to get the iPhone 7 BOGO offer, and that I was told that I needed to add a new line, I explained that I had no commitment to ATT at this point and the BOGO offer would really tie us to ATT for the duration of the “NEXT” commitment and I was willing to do this for the BOGO offer, but for losing the number. Tamika clearly understood the situation, and said that she could not just give me the BOGO offer with keeping the same number, but told me that if I “ported” my number to another Carrier, then got the BOGO offer with the new line, as part of that new line process I could “port” my number back. I told her that I wouldn’t know how to do that. She explained that I could go to Walmart and get a new phone or sim card for another carrier and port my number to that carrier, she suggested TracFone would be the cheapest about $30. She said porting was done all the time, and didn’t I think it would be worth the $30 to keep the number and get the $600 phone for free. I thought why ATT would put me through this to get the offer, but I thought well, if this is how they are telling me to do it.

 

So a few days, maybe a week, went by and I did exactly what Tamika described, Walmart, TracFone, porting of number, $30.

Then I went on-line to get the BOGO, however, when I added the new line, I could not get the number porting part to work. So I chatted a representative, explained what I was trying to do (BOGO, Porting of new line number), and where I got stuck in the process. This chat Rep told me to complete the first phone order, I was hesitant, but “no worries” from the chat Rep, and I followed the instructions. Then on the addition of the new line I got “stuck” again, but this time, I got a ATT technical difficulties screen, lost the new line add to that point and the chat Rep. I restarted and go a new chat Rep, provided all the background, (BOGO iPhone, First order placed, Second order failing at porting of number). After more attempts to get a second order place, finally a chat Rep said that they would place the order for me. The there was a catch, they could not have it go to the store, (where the first order went), it would have to come to me, and then there was a second catch, the phone would have a “temporary” number that I could switch to mine, when the phone arrived at my residence. I was happy to have that done.

 

My wife, Kim was notified that her iPhone, the first order BO ***** was ready for pick-up at the ATT store, she went there had the info transferred from her iPhone 5 to the iPhone 7, and bought a case and glass accessories for the iPhone 7.

The next day, my iPhone 7 the second order (GO) arrived at my residence, I call the number to activate it, and then asked to port my *****number to it. I was told by Rochelle ***** that I would have to go to the store to do that.

 

I went to the ATT Rock Hill SC store L483, and I believe that it was Matthew that I initially engaged with to have the number ported. He was on his phone doing the porting and I explained to him the whole process that I had gone through to get to this point, and that I was concerned about the problem I had on the website causing an issue with the BOGO. He said that there was no way to check on it, that after the two billing cycles the credit would happen. I said that if it doesn’t then I should come back to the store and his response was yes. Matthew left for a while and came back with a new simcard with associated with my ***** number. Matthew then told me that if he put the simcard in the iPhone 7 I wouldn’t be getting the BOGO offer. I said that the BOGO offer was why I did any of this, and I followed what customer loyalty told me to do. I was not interested in a commitment to ATT other than to get the BOGO. He said that he could sell me a phone straight out, but if I didn’t take the phone under the NEXT program, I would get a $45 restocking fee. I asked for his manager, and Randy ***** told me basically the same thing. I asked for his manager, now here is where I really have an issue. On the phone with Kevin *****, he tells me that I will not get the BOGO Offer and that I must have misunderstood what Tamika told me. I was furious, I told him he was rude to tell me what the conversation was that I had and assume that I misunderstood. I asked for his manager, he said that I could file a Presidential complaint, and that Randy would give me the number. What we agreed to do on that called was that they would take it all back, to put me where I was before the BOGO. Randy took back the second order (GO) phone and waived the restocking fee and I told him that I’d have Kim bring back the (BO) phone, when I got done escalating the issue.

 

Randy gave me a Presidential complaint number of *****, I called for the parking lot. The number was answered by the U-Verse Spanish help line, they transferred me to another call center that gave me a URL ***** to submit the "Presidential Complaint", of course that URL is U-Verse as well. Having had no response I found the forum and posted my complaint which brought your response.

 

Simple examination of the events will allow one to logically arrive at the conclusion that Tamika described to me the method I could use to obtain the BOGO offer and keep my number.

 

I am not a wireless shopper, I’ve had the same service through ATT (with Comporium as Distributer) for years. Up until this painful encounter, I’ve always told people that I was very satisfied with ATT, you should try them.

So in a nutshell, here is what I see as acceptable solutions to this fiasco, besides an apology from Kevin Hitson for his rudeness and condescending attitude.

 

1. Honor the BOGO, by providing the GO phone with my number on it under the NEXT plan. Meaning Kim keeps the BO on the NEXT plan.
   1. OR
2. Take back and reimburse Kim for NEXT BO phone and accessories, reinstating her iPhone 5, making us whole again.
   1. OR
3. At Kim’s discretion, outright purchase of the iPhone 7 for negating the NEXT agreement without penalty or additional costs.

 

Please call if something is not clear, thank you.

Regards,

Tom[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]