Forum Discussion
Eligibility problems with keep and switch promotion time frame
So, I have had a couple problem lately. We just came over from Verizon and I'm starting to regret it. First my son's line when we changed the sim card to T-Mobile stopped working, he can't make cal...
Oh no. Sorry you've had this much trouble. Should be a pretty seamless switch. I have some info that I think will be helpful. Looks like you might be referring to the Switch to T-Mobile offer that gives you a payoff for your phone up to $1,000. If that's right, there's a section for Verizon devices that are eligible for the offer. I'd check their first since that's a limited offer. If you're using an eligible device, you've gone through the 4 steps and the issue continues, you can message our T-Force team on Twitter using the @TMobileHelp handle. Link them to this thread so they can see what you're going through and help you out.
Sadly, I've gone through these strict requirement promos/rebates with various phone companies now, beginning with a surprise bill from 8 years ago, thinking T-Mobile paid out Verizon when I switched back then. Lesson learned… Now, I always search for the promo online and read the fine print! And I do it even before switching over.
This way even if your promo claim submission gets ‘denied’, you have the fine print for back up!
The other advice I can offer is don't just talk to any rep, make sure you get connected to the rebate/promotions department. They are definitely far more knowledgeable with promos than in-store or CSR's and will provide you with the 'correct' info. Also, don't make the same mistake I did and assume you'll get the promo 'automatically'. Read the requirements, follow the steps exactly, submit supporting documents, and watch out for submission deadlines, they are strict! For promo deadlines, it's usually from the date your services were 'activated' (another loaded term!) or in other words, the date you signed your contract/started services. Not the date you received your new phones or ported numbers over, just FYI!
Even if you pass your deadline, or were told you met the requirements (phone compatibility, etc) and actually didn’t, you can always talk to the rebate department (nicely!) and they can help you or escalate your claim to be approved under reasonable or explainable circumstances.
Lastly, never rely on the in-store reps' promises or explanations of promotions! They are there to sell to you and get you wrapped up as quickly as possible since, they make a commission for each contract signed, and accessories sold, etc. They don't waste time on going over requirements and how to submit promos. (They're eyeing the next customer in line!) And for some reason or another, in-store and customer service (over-the-phone) never seem to line up. What is promised at the store, will be superseded by customer service each and every time!
Hope this helps!
Recently Switched T-Mobile Customer
