BOGO buyer beware

magenta3796992

    On Oct 16, 2017 my wife and I went to a T-Mobile store to sign up for phone service. We also purchased 2 new Samsung phones because they had the bogo deal. I asked the salesperson two different times during the transaction if I needed to do anything to get the rebate card and was told no and that my the rebate card would be here in 8 to 12 weeks via mail. After 12 weeks and no card I went online to find out where it was and discovered that I was suppose to send in paperwork in order to get the rebate which the salesperson twice told me I did not have to do. Now that the 30 day from purchase is long expired, I am out $850.00 which is a lot of money for people who are basically living paycheck to paycheck. I am now stuck without any recourse and out my rebate,but you can be sure that we will tell all of our friends, the Better Business Bureau and everybody else that is willing to listen, not to deal with T-Mobile because at least some of their employees are either incompetent or worse yet out and out liars and thieves. BUYER BEWARE. Do NOT trust any sales people to tell you the truth, especially at T-Mobile.      Jim and Cindy  Tucson AZ

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      • tmo_marissa

        Re: BOGO buyer beware

        Oh no, magenta3796992 -- that's a huge disappointment, both in terms of our expected ability to offer you the next steps necessary to complete a promotion, and in terms of the sum of money involved. We'd hate to see your family leave -- I know that this experience is awful, but I certainly hope there's another resolution option here. Were you working with our Care team -- how did you learn that the rebate submission needed to be entered on the Promotions site?

         

        - Marissa

          • magenta3796992

            Re: BOGO buyer beware

            No. I have not been working with anyone. I found out about the paperwork submission by researching it online myself.

              • tmo_marissa

                Re: BOGO buyer beware

                Apologies for the delayed reply! I was out for a few days, and then the long weekend added some extra time away. It must have been doubly frustrating learning about the promotion steps online. I'm wondering if working with a team with account access might yield an escalation opportunity for this promotion? I know that we're outside of the 30 day timeline since the purchase was initially made, but it does seem worth investigating, just to be sure! We'd want to take a look at your account details to see if there are any opportunities to make this right. It would definitely be preferable to come to some kind of resolution, rather than leave you stuck with no recourse at all.
                We're not able to verify your account and take a look from this public forum, but if reaching out online is your preference, our T-Force team -- social support on Twitter and Facebook -- do have a secure platform to authenticate your account and look into this further. For a promo like this that may have played a large part in your decision to switch, we want to see if there's anything that can be done to help. If you're active on either of those social media channels, you can send a DM to @tmobilehelp on Twitter, or send a Message on Facebook to reach the T-Force team.

                I'm sorry for the way this played out -- I sincerely hope we're able to come to a resolution.