Free phone upgrade possible with Perpaid?

That is the upgrade that was texted to me by tmobile on 4-1.   

On direction from tmobile customer service I went to store on 4th and 13th. On 4th store was clueless (see earlier note).  On 13th they managed to call 611.  After 20 minutes or so on the phone they figured out there was a promo code and it wasn't active till the 14th.  There is nothing on the web page that says promo code or the 14th.  They were unable to give me the phone despite me being there by their CS  instructions.

I went back on the 15th.  I was finally able to get the phone.  Store manager had to enter the promo code.  I thought for sure they were going to stick me with "service charges" or something.  But no, phone was completely free.  Just 6+ hours of my time wasted.

I'm very pleased with phone so far.  But what a nightmare.  How can the tmbile CS not know the details of the upgrade plan?  How can the web page not show the correct starting date?  How can they not fix their mistake and instead expect customer to return to the store 2 times?

I would have dropped the service if I'd had the time to find an equivalent plan elsewhere.  Competent companies don't expect their customers to suffer from their mistakes.  They fix their errors promptly.  I should never have been asked to come back the 2nd and 3rd time.  I should never have been told to go to the store twice before the offer was valid.

A call to the store "might" be able to confirm you can get the phone.  Calls before my 1st and 2nd visits  they would not confirm anything.  Call before 3rd visit the manager did confirm on the phone.  At the very least confirm the phone is in the store.

Good luck all.