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Member
Posts: 10
Registered: ‎12-08-2017

Cell Phone Promotion not Honored

Novemeber of 2016 my husband and I traded in our iPhone 5's to Best Buy, and switched carriers from Sprint to AT&T. With this switch we received new iPhone 7's. The promotion the best buy employee wrote us up for was an unlimited plan, and the phones were free for switching carriers. I have the written documentation to show that was the offer we were written up for. The young lady told me the phones would be charged on our bill for the first 3 months because it takes time for the credits to appear and they want to ensure we stay with the service provider, but after the three months we would receive credit for the 3 months of payment, and the phones would then come off of our bill. After 3 months I noticed the credits were not received and we were continuing to pay for the phones. I contacted AT&T, and they told me I was not eligible for the unlimited plan so the plan had to be switched, and the phones were not going to be credited. I called Best Buy and was in contact with 2 managers who attenpted to help me receive credit for the phones. I have numerous e-mails and voicemails saying they phones were going to be credited, and then nothing would happen. Finally, in October of 2017, ONE of the phones was credited. At this point the managers said there was nothing more they could do because AT&T was not willing to credit any more of the phones. This leads up to this past weekend where I went into the store and asked to speak with the general manager to see if she would be able to help me with the remaining 2 phones. I brought in my paperwork, and she snapped a pictutre of it with her cell phone. She said she was aware of my situation and that there was just nothing she could do. She asked me if I thought she could "just open a cash wrap and take out $1500.00". I replied that I didn't know what she could or couldn't do, but that somehow Best Buy should make this right. She offered me a $50 gift card and when I declined she walked away. I had to have the employee call her back over because I wanted to see if she could provide me with the district managers information or if I could give her my information for the person to contact me. She would not give me any information and gave me the general 888 Best Buy phone number to pursue it any further. I did call the number and support services was not able to help me because it was an in store purchase. I am now at a stand still. I don't know where else to go to get resolve. The fact that I have tangible written paperwork showing that was the offer I was written up for, and yet Best Buy is unwilling to do anything to make this right is ludicrous. I'm hoping this post will find someone who can help me. Thank you for any and all feedback! 

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Member
Posts: 10
Registered: ‎12-08-2017

Re: Cell Phone Promotion not Honored

Would really appreciate feedback and resolve to this issue. Happy to supply the paperwork with the promotion I was written up for. 

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Registered: ‎09-29-2008

Re: Cell Phone Promotion not Honored

Hey brunsellj,

 

Thanks for reaching out to us here on our forum. After being advised these phones would be free last year, I can of course understand you being upset that they are not. I do apologize for any miscommunication that caused you to have an incorrect expectation of this phone purchase. I have never heard of a switch carrier and get free phones offer, but I guess it was possibly an offer AT&T had going on. It would be surprising that any carrier would have been giving away iPhone 7 phones in November of last year as that phone had just hit the market, and was in very high demand at that point.

 

Ultimately these offers come from the carrier, and we would have no way to zero out the cost of these phones. If you want these phones free-of-charge you are going to have to work with AT&T towards that end. A store could just give you money, but that would directly affect their bottom-line; because of this it is up to the management of this store to decide if they would want to get you these funds. It sounds like the General Manager of this store has already decided they would not be able to give you any money in this matter.

 

Our district management are not customer facing positions in our company, and that would be why the management of this store was not able to give you their contact information. I would love to see the paperwork you were given, but that fact will remain that it is up to this store if anything will be offered in this matter. If you want to send me this paperwork send me an email to online.communities@bestbuy.com attn:Allan In your email to me include your forum user name.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎12-08-2017

Re: Cell Phone Promotion not Honored

I have sent you the paperwork. Thank you!

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Registered: ‎09-29-2008

Re: Cell Phone Promotion not Honored

Hi brunsellj,

 

I did get your email, and I looked at the photo of the paperwork you got from this store. I don't see anywhere on the paperwork where it says the phones will be free. I clearly show the cost of each device is listed as being $21.67 per month. Am I missing something?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Registered: ‎12-08-2017

Re: Cell Phone Promotion not Honored

Yes. Right next to it in parenthesis it says ($0 bill credit) and on the bottom it restates what our total would be and it says after bill credit. I also have emails and voicemails from the best buy employees acknowledging I was supposed to receive those bill credits.
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Registered: ‎09-29-2008

Re: Cell Phone Promotion not Honored

Hey brunsellj,

 

I did see that, but it looks like it says -0 Bill Credit not $0 Bill Credit. A $0 Bill Credit would me to me that you were getting $0 off the cost of the phone. I did see later on in the paperwork that the plan is listed as costing $180 per month, but that looks to me to be just the cost of the plan not the cost of the phone per month. Am I missing something?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎12-08-2017

Re: Cell Phone Promotion not Honored

 
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Member
Posts: 10
Registered: ‎12-08-2017

Re: Cell Phone Promotion not Honored

Thanks for taking another look. I understand how you could interpret the -0 bill credit as meaning I was not receiving a credit, however, you are incorrect. The -0 bill credit in parentheses next to the $21.67 means that after the 3 month period the phones would go to 0 due to my bill credits for the phone. This is how she verbalized and wrote the contract up to be.
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Posts: 9,041
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Registered: ‎09-29-2008

Re: Cell Phone Promotion not Honored

Hey brunsellj,

 

I hear what you are saying, and it is strange that they wrote bill credit at all if there was to be a $0 bill credit. This paper work just doesn't outright state what you are stating the store advised you. What is the location of the store these phones were purchased from?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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