12-31-2018 10:30 AM
I purchased two phones on the Next plan and opened a new line on November 30th 2018 .I purchased the Note 9 and an LG Stylo plus.
Ive chatted online and have spent nearly four hours on the phone with many different customer service reps over the last 2 weeks, trying to resolve this. I've been hung up on, transferred (a lot) and had to be put on hold for up to 30 minute. Its become infuriating and I'm a pretty mellow guy .
I'm needing help with a promotion that I should have received already.Ive contacted At&t numerous times and I've even called Samsung but no-one has been able to help.The promotion was a 5-day Cyber Week promotion called Gifts of Galaxy and was offered by Samsung and AT&T. I was supposed to receive a redemption code for a 4k TV by email within ten days of the purchase but I got nothing.
There's got to be some way to check on this.
I even have a receipt from the AT&T store that my Note 9 was shipped to .The receipt says the "Gifts of Galaxy promo was applied". . I also talked to a customer service rep earlier and she said that the promotion shows up on my account, but for whatever reason it says on her screen to check back later, whatever that means? She tried her best to help but said she couldn't do anything because she said the order wasn't put through to her department.She said she would note everything on my account, so I wouldn't have to go through this again with the next customer service rep. The next person that she transferred me to obviously wasn't able to help and said she wasn't able to see the note from the previous rep,so I asked if she could escalate this or let me talk to a supervisor, unsurprisingly the line went dead¯\_(ツ)_/¯ So here I am...I would like to have something figured out with this, a yes or a no, anything. Thanks for any help that you can provide and sorry for my grammar or if this is confusing. I'm a bit exhausted from working graveyard last night. If there's any other details that you need please let me know. Thank you for your help.
01-01-2019 1:30 PM
I was researching the Gifts of Galaxy Promotion and found a couple details that are slightly helpful, but do not solve the main issue unfortunately. To start with (and this is a mute point now as it has been a month) the promotion code would be emailed after the Buyer's Remorse Period, which is 14 days as opposed to the 10 days you were told.
If the email was sent to you already and it somehow got missed or skipped over, the promo code within would expire after 30 days. I would quadruple check all of your junk and spam folders to make sure it isn't hiding anywhere.
Another important bit of info that I located is that the original TV that was associated with the deal is now out of stock, this Samsung TV is the option in it's place. It is still a 50" 4K UHD TV, but I don't know what the differences are unfortunately.
With these things in mind, and if you still can't locate an email with a code, my only other suggestion is to call our team who supported the promo at 1-877-258-1427. They will likely need to know some basic account info along with the promotion name and date, let them know that you can see the promo was applied on your receipt but you never received an email with your promo code to Samsung.
I hope this helps out at least a little bit.
01-01-2019 5:56 PM
The information provided by @AustinHC S is accurate. If you have not received the promotional code for your Samsung device, we do recommend reaching our support team at 1-877-258-1427.
Let us know if you have any further questions!
Bobbie, AT&T Community Specialist
01-01-2019 8:35 PM
Thanks for looking into this. Trust me, I've been through my email a lot. No offense,but I'm not sure if a TV is worth calling AT&T's customer service again.. Thanks for taking the time to reply and thanks for the information.
01-02-2019 6:15 AM
Hey there @MetaMottern,
I understand your reluctance to call us. I would like to further review your account to see if I can find the email with the promo code on our end. I am sending you a private message. Please check your forums inbox and reply with the requested information!
Bobbie, AT&T Community Specialist
01-04-2019 4:10 PM
Update: I called the numbers that were given to me earlier today and was given the same runaround that I've been given every time I call AT&t. I would ask to talk to a manager and the rep would act like they're getting the manager, but would never let me speak to a manager. That scenario happened twice, I finally got to talk to a manager named Chasity (who wasn't very happy to talk to me) she suggested that I escalate and that she was going to transfer me to escalations, but ended up just transferring me to Samsung e-commerce. They obviously wasn't able to help...so here I am at step 1 again. I guess my next step is FCC or to contact the corporate office, I guess. I'm just not sure if I have the energy to keep dealing with this crap. I do appreciate the help of some of the reps that actually seemed like they wanted to help but just wasn't able. I do have to say that a large percentage of them are extremely unhelpful and just don't give a dang about you and your problem.
01-07-2019 7:53 PM
I am in the exact same situation, i was supposed to get promo code for Samsung sound bar. However after spending 10-15 hrs no one from customer service team was able to help. i also reached out to rewards team 877-258-1427, they said they had no clue on the promotion which is something i cant even believe. i also have the confirmation email from AT &t rewards that my order qualifies for promotion. I am fed up following up on this, i am eagerly waiting for some good promotion from T mobile to switch.
|Congratulations on making a qualifying purchase with AT&T!|
Your code to redeem your Samsung Curved Soundbar w/ wireless Subwoofer
will be delivered soon.
|What happens next?|
01-07-2019 8:01 PM
i wonder did anyone find solution or received promo code so far. How can a company like At &T provides false promise and worst customer service for the same.
01-07-2019 9:27 PM
- edited 01-08-2019 11:16 AM
I am having the same issue as everyone else and am stuck in the habitual at&t customer service circus. I just tried calling the number you had posted and it goes to a voicemail box? I can't seem to find the direct call center number online to verify the number and 611 won't give me or verify a number to specific call centers .
Has anyone actually been able to redeem this promo successfully. At this point, I'm tired of messing with it but going to see it through because of principle. Has anyone contacted the BBB or their state attorney general consumer protection division?
01-08-2019 12:54 PM
I'm thinking about contacting corporate, because I still wasn't able to get this taken care of. Its become too much of a headache to even follow up on. Every time I call I get transferred to about five or six different agents. Makes me even more mad that I was going to give this TV to my daughter that's a gift.
The funny thing is this only scratches the surface on the problems that I've had since I made this purchase and opened the new line. There's other issues that I had, that took just as long to take care of but should've been simple. I don't know what's going on with AT&t but they need to get their stuff together. I really wish I wouldn't have gotten this new phone and contract because I would definitely go to Verizon. If anyone else finds a solution please let me know because obviously AT&t don't give a shat.
01-08-2019 12:59 PM
Nope, I never was given a solution. They would just transfer me until I would finally would give up. I honestly feel defeated at this point.
At least you got some type of email. All I got was a receipt that said the promotion was applied. Good luck, please post back if you hear anything that can help
01-16-2019 2:32 PM
Same issue, I have called 7 times for more than an 1 hour each time! It's ridiculous and they should be reported, all I get is the run-around where everyone says it's someone else's job or the email has to be generated by this department, etc. I don't understand how this could happen. AT&T even tried to tell me the promo comes directly from Samsung and provided me with a Samsung promotions number. That number takes me nowhere so I emailed Samsung directly and this is their response:
Thank you for reaching out to us and purchase of a Samsung device. You can get your free TV directly from Samsung using a promo code delivered to you by AT&T upon meeting the terms. Please contact your retailer for promotion details, terms and conditions. You may find information at: https://www.androidauthority.com/att-deal-samsung-tv-galaxy-november-2018-930527/.
Please let us know if you have any questions or if there's anything else that we may assist with.
Samsung Tier III Promotion Support