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AT&T "Tech Glitch" Causing 1000s to Be Misled into Thinking They Get Cyber Deal

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Short summary:
If you purchase a LG G8X, Google Pixel 4, iPhone XR, Samsung Galaxy, etc. through their Black Friday or Cyber Week Deals (where it says the phone will be free or very cheap by giving you bill credits) it will tell you all the way through the checkout process that you will start getting your bill credits in approximately 3 months. It will let you select any plan to go with this deal. If you pick an unlimited data plan, you are fine. However, if you choose one of the family data share plans, everything will appear fine and it will tell you that you are getting the bill credits, but they will never come. This is according to three different chat agents and one supervisor. Here is the transcript of my last conversation with them:

Jackson : Hello! How may I help you today?
Me : I would like to speak with a supervisor about a concern I've had.
Jackson : Hi! My name is Jackson. I'm happy to help! Let's get started.
Me : Hi Jackson
Jackson : Hello there.
Jackson : Hope you are doing well today.
Me : I am, thank you.
Jackson : Glad to know that.
Jackson : Please elaborate your concern. So, that I can discuss with my supervisor and connect you to her. So, that she will help you with that best.
Me : No problem
Jackson : Thank you.
Jackson : May I know if you are there?
Me : I have been trying to add two lines to my account. For both lines, I want to purchase the Google Pixel 4 under the bill credit promotion for $0/month. After I add the phone, it tells me to pick a plan. There are two sets of plans available to pick after selecting the Pixel. One set are the unlimited options, the other are the family data share options. When I choose the family data share option (3GB shared between 2 lines), it lets me add both phones to my cart. When I check out, in my cart it says "Congratulations! This order qualifies for the Google Pixel 4 64GB offer. Credits start within 3 bills." under both phones in the cart. However, after speaking with two different chat representatives, both of them tell me that's not true, and that I will never receive the bill credit. They say that those phones are not available unless I get an unlimited plan. If I had not talked to a chat representative, I would be waiting 3+ months for my bill credit to come, then find myself stuck with two phones I'm paying $28*2 = 56/month for 30 months for.
Jackson : Let me review your concern please.
Jackson : Please allow me a minute.
Me : No problem.
Jackson : Thank you so much.
Jackson : Yes, it is right. You need to have any of unlimited plan as Google Pixel 4 64GB is only free with Unlimited plan.
Jackson : Let me help you with the first 3 months bill for these 2 lines for you.
Jackson : May I know how much lines do you have in your account right now?
Me : So you are confirming that everyone who goes on your site and purchases a Pixel 4 or any of the other phones that require an unlimited plan will be allowed to purchase them, told they will be free all through the checkout process, and then never given the bill credit?
Me : Assuming they sign up for the family share plan instead of unlimited, which it allows them to.
Jackson : I am afraid to tell you that without selecting the Unlimited plan, no one will be eligible for get the free Pixel 4 64GB phones.
Me : Can you tell me what other phones this is true for?
Jackson : You can get free iPhone XR 64GB, Google Pixel 4 64GB and Samsung Galaxy xxxGB with Unlimited plans.
Me : What about the LG G8X? It says it available with any data plan, is it unlimited only as well?
Jackson : Yes, it is also with with Unlimited plan as well.
Jackson : I am sorry for not sharing its details.
Me : Can I please speak with a supervisor who can explain to me why it tells me all the way through checkout I'm going to get a bill credit when I'm really not?
Jackson : However we have other iPhone 8 64GB, iPhone 7 32GB, iPhone SE phone, you can get these phone free with any plans.
Jackson : Could you please share me your best call back number, so that I can connect you with my supervisor.
Me : ***-***-****
Jackson : Thank you.

http://www.att.com
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8 Comments

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Joined Dec 2011
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#2
the website clearly show unlimited data needed in BOLD font and the same information comes up when you review offer details.

"When you buy on an installment plan and select unlimited data."
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#3
Quote from thetrails
:
the website clearly show unlimited data needed in BOLD font and the same information comes up when you review offer details.

"When you buy on an installment plan and select unlimited data."
Not for me. The only place it references the unlimited plan on this page: https://www.att.com/buy/phones/go...white.html is if you expand the "legal" section at the bottom and scroll down.

The point is, if it isn't allowed, it shouldn't let you add it to your cart and then in your cart tell you that it qualifies with a non-unlimited plan. "Congratulations! This order qualifies for the Google Pixel 4 64GB offer. Credits start within 3 bills."
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#4
May I know where you came up with "1000s"?
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#5
Quote from eryeal
:
May I know where you came up with "1000s"?
Spoke with the supervisor on the phone who told me it was a tech glitch and they have escalated it to their upper management to address. I asked if they realized that thousands of people would have been able to order phones during the life of this deal thinking they have bill credits coming, and they confirmed that to be the case and said they were also very concerned.
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#6
Quote from eryeal
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May I know where you came up with "1000s"?
I think OP meant 10. I sometimes fat finger additional zeros too.
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#7
Quote from JosephDirt
:
I think OP meant 10. I sometimes fat finger additional zeros too.
You believe that on a Cyber Week sale for AT&T 10 people ordered a free phone and selected family share instead of unlimited?
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#8
Quote from chemlabrat
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You believe that on a Cyber Week sale for AT&T 10 people ordered a free phone and selected family share instead of unlimited?
Unfortunately, I don't know what to believe anymore. Believe nothing you hear, and only one half that you see. I am sorry things turned out like this for you though.
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What did I just buy?!
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#9
Cool story bro
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