New sign up, need help.

[cdatee]

TLDR; sorry, I could write a book on the experience Ive had. I'm leaving out multiple unreal conversations with customer service. I usually would never spend the time writing so much, but in the grand scheme of things, this just adds on 45 minutes to 50 plus hours already spent. The issues this purchase has caused, exceed any promotion they could offer, its been a total loss.

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Signed up with chat for free iphones 16 pro, $200 gc's upon switching, free watches. 

I'm pretty sure I got the first two promotions fixed, however the third, the watches, I'm not 100% confident, and I'm very afraid they might two months from now will be like we gotcha, what are you gonna do about it? I spoke to one agent, who laughed and thought it was funny how sales agents lie about promotions. I dont know the situation here, maybe everything will be totally good.  But I have everything recorded and documented, and will pursue it further if necessary. You cant just lie to people like this. I assume  you guys easily fix things like this, I dont know but I dont feel good about a maybe.

-Therefor, what I should have done from the very beginning was cancel and return everything, even if it seems totally ridiculous, then sign up on my own through the website and get all the promotions, all there confirmed with no problems. If you read below, I was made to believe by an sales agent that all the deals were leaving in hour and I had to order though him. 

-I think the promotion ends tonight, can I just do a quick return rebuy online? A whole nother day will be spent on this purchase. Are they going to charge me fees, will I have to do it under another family members social? This is just crazy unnecessary but I dont like hearing from a few agents that "we'll see, maybe you'll get the watch for free." I was literally harassed about the watch deal, every time I called, I had two agents calling me about the watch deal multiples a day.  They could care less about the problems I was calling them about, and one of those agents blantantly lied that he fixed them just so Id take him up on the watch deal. Then when I actually buy, I have one agent telling me I might not get the promotion. That is crazy, you simply can not do that. 

-If I do cancel and just go back to Tmobile, how do we get our numbers back? I'm assuming we will have to keep the lines open for a month. I absolutely will not be paying for any restocking fee's. This has just been such a nightmare.

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Signed up on Cyber Monday, asked chat if any promotions would leave at midnight, he acted as if everything will be gone. I knew better as this has never been the case with phone sales, and they last throughout the season. but just to safe, I signed up. The main reason I did was he assured me that everything would be fixable later.

The deal was the same deal advertised through out their site, free iphones 16 pro with trade in, $200 gift card upon switching, free apple watch and ipad with 3 years service. 

At the time, I did not have everyones IMEI for their trade ins, and was notsure who would want or use the watch or tablets. And was not sure if I'd be doing three or four iphones.

Christmas eve, I added a fourth phone for a family member I was not sure at the time of the first order would upgrade. That took me 7 hours. I was disconnected at 7 times, essentially if you I didnot  respond within 20 seconds of their questions, they would disconnect. Any trouble, if I needed ID, they would disconnect. We had to go through fraud prevention, everytime I touched my account. While checking out I noticed it was different than the first time, it made mention of the gift card and promo. So I asked about my original order and apparently the guy did absolutely nothing that took an extra step. No gift card, no trade in, no promotions.

It took 50+ hours to fix this, again all they cared about was sales, and badgered me about the free watch and ipad. I told them yes I wanted it, but if I dont get what I originally was promised, then I'm just cancelling and returning everything, so lets fix this first. Again, disconnects, lies, we literally had an agent lie that he fixed everything. Basically 1 out of 5 agents are borderline sociopaths. Now my problem is with the watch, apparently an agent flat out lied again. BTW, I have everything recorded and documented. She sold us the watch, telling us it was free, that we just had to do a promo correction after we get it. She apparently made no note of that on our account. Maybe because its not unusual, I dont know. But when I contacted you guys again, to get a fourth watch the following day, after confirming with my family member, I was told by an agent, she dictated nothing, it would not be free and to contact us back and we might be able to do something like a little discount. 

I was just in shock, luckily my very next call was someone state side and helped the most. He said I most likely will be getting the promotions. it was not time related, as long as the promotions were ongoing I would get it. That they do something called a PCA, and retroactively get the promotion fixed, the only problem being is that its another department, so he cant confirm anything, however hes never seen a situation like this not get fixed. If I did want everything confirmed then I could just cancel everything and reorder. Which seems so insane, though it probably should have been the very first thing I did. 

[cdatee]

Btw, the same agent who supposedly lied about notating my account about the watch order, is also the one who fixed my trade ins. Supposedly we are to receive shipping material and have not yet, nor any email.

This could be the fourth time an agent has lied about setting up our trade ins. 

[vzw_customer_support]

We definitely hate to hear about your experience, sending a PM now

-Anthony