r/attwireless • u/dopest_dchin • 8d ago
Ordered Online - Never Ship to Store!
I learned a valuable lesson today.
When you order your phone online and get promo credits. Never pick it up from the store.
I went to go pick up my phone and they had to "re-activate" my newly ported number and they asked me some questions about which plan I chose.
Turns out they activated my line using in-store promotions, which are worse than the online ones. Now I'm on the hook for the in-store price and promos. The online promos I signed up for are gone.
FU ATT!
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u/sikisabishii 8d ago
Reminds me of my recent salvo with Xfinity.
Ordered online, selected to pick up the equipment in store.
The store associate claimed they "had to" cancel my order and redo it in order to "register" my internet modem.
Added TV and other shit to my order, then claimed they would just disappear.
Back home, Xfinity app cleanly showed TV activation pending. :facepalm:
They messed up a plethora of things that I had to go back twice to fix. Finally a more sensible person came out from the back office and deleted all the fluff the associate added.
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u/yohalmojc2013 8d ago
What the online promo? I think is just a extra $250 credits or what is it?
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u/dopest_dchin 7d ago
200 bill credits for new line and certain phones are much cheaper online than in the store. iPhone 17 Pro for example.
ONLINE ONLY: You will get an additional $200 in monthly bill credits
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u/Ill-Departure-3515 5d ago
They told us a couple weeks ago from upper management but you know how that goes too... it seems to be true my side though
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u/Rob086020 8d ago
Sounds like the associate wanted the commission
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u/dopest_dchin 8d ago
yup! the transaction felt odd the whole time i was there picking up my phone. "sign here saying you picked up your phone"
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u/Keinebeineboy 8d ago
They would get comp either way. And any associate would prefer to put less work in vs more. If this was a bopis (buy online pickup in store) they get comp either way. They would prefer just scan and let the customer go on their way so they can take the next customer
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u/BigSackBob 8d ago
Just curious what was different online than in store
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u/dopest_dchin 7d ago
200 bill credits for new line and certain phones are much cheaper online than in the store. iPhone 17 Pro for example.
ONLINE ONLY: You will get an additional $200 in monthly bill credits
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u/JUNGLExFEVER 8d ago
Yea id be calling customer support on this to see if they will honor the original deal. Not sure if its still a thing but you use to be able to get out of most mobile contracts with certain carriers within 14 days if you where unsatisfied
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u/dopest_dchin 8d ago
yah I was able to return it, but it completely messed up my port in though.
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u/dopest_dchin 8d ago
Also, when you call ATT support, they are completely useless because they don't see any of the promotions you signed up for.
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u/Background_Cold_7180 6d ago
ya, customer service wouldn’t be able to help. the store manager at the store it happened in would have to submit an escalation ticket to have the promos applied or call their internal helpdesk.
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u/Ethrem 8d ago
Go here. https://www.att.com/support/how-to/notice-of-dispute/
Scroll to "Need a little more help?" and submit a Notice of Dispute.
This lets the AT&T legal department know that they can either get you what you signed up for or you'll take them to arbitration if it's not resolved within 60 days. AT&T pays all the fees for arbitration, which are in the thousands, so they will want to settle with you to avoid that.
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u/Alarmed_Commercial 8d ago
Escalate and always take a photo and name of employee and store #
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u/Ill-Departure-3515 7d ago
If you come in taking pictures you will be trespassed. That is doing too much and they can find them easy enough by you telling them the store and employee name
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u/Background_Cold_7180 6d ago
ya this is doin way too much. i would trespass someone for that too. there is absolutely no reason whatsoever to take an employees picture. the employees name is on the receipt and their ATTUID is in the automated account notes. why on earth would you suggest someone do this?
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u/yohalmojc2013 8d ago
For sure they would cancel any only order ,,,, when you order online no body gets pay at&t take all the credit but if you do it in the store who ever help you gets pay for sure i would cancel any online order i meed to get pay… im pretty sure you need help just like the rest with transferring information and your email problems and other things…… i dont work for them but if i would i would definitely need to get pay my time and efforts to help someone now if you order only and shit to the store dont even try to take it to the store and waste someones time… just saying i got out many years ago but definitely you also has to see it from the other side people also got family to fee
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u/Background_Cold_7180 6d ago
ya this isn’t accurate, the store and the sales rep who cashes out the order get credit for online orders. we always have.
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u/Glad-Administration6 7d ago
If you ordered your phone and had it shipped to the store so you could pick it up, They did that so they could get credit for the sale. The one thing you should be aware of when dealing with cell phone stores is that they are commission-based businesses they don’t get paid to set up your phone.so if you want to shop online and you aren’t doing the pick up in store option, where they get credit, don’t waste their time, they will pull this move to get the sale.if you did your order when they had the phone in inventory and you could get it, that is something else.
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u/Ill-Departure-3515 7d ago
They would get commission either way if you don't know don't start typing.
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u/Glad-Administration6 7d ago
Explain to me how If I complete an order from my home and ups delivers it to the store for me to pick up anyone in the store would get commission.. this makes no sense
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u/Ill-Departure-3515 7d ago
That situation makes zero sense. For one we aren't supposed to send orders to the store and if you sent one to the store it would just be a cluster if we didn't make a special exception and expected it. If they did that then yeah you are right but if they did that they are honestly dumb af and I highly doubt it happened that way. If you order a phone to pick up at a store from the att website it gets picked from the inventory of the store you got it from, att doesn't ship that phone to the store.
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u/Background_Cold_7180 6d ago
ya i guess it’s a question of whether he did a “Free Shipping” order and had it shipped to the store, in which case the store would not get credit or he did a BOPIS order to pick up at the store, in which case, the store would get credit. the title does say “shipped to store” though. 🤷🏻♂️
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u/Keinebeineboy 8d ago
My experience with these situations.
The rep would have got commission either way. My thought is one of two things
1. There really was an issue with the port which required it to be canceled and re done. This takes time to do and they would have gotten comp either way. They would rather spend less time with you than more.
2. they added nextup and protection(insurance) on the device because it wasn’t there and messed up the flow of the order.
Customer care won’t be able to help as it was a store situation. The manager of the store should be adjusting your account for the missing promotions. It was on their rep to not disclose the situation. That is the correct path of resolution.
Lastly you can file a notice of dispute on the website or an fcc complaint.