Samsung S24 Pre-order Issues with Samsung

I have been having issues with T-Mobile since the beginning of the year. Their customer support is HORRIBLE!!! It is the worst I have ever experienced with any company I have ever dealt with, including non cellphone company's. They had me under a business account; I do not or ever owned a company.  I have four phones in my account (wife and kids). They all upgraded their iphones. I'm an android guy so they recommended that I wait for the s24, so I did. I also changed our account to the Go5G Plus 55. I can access the account through the app, but not online. Online it keeps opening the business account, that I no longer have. Their customer support put in a couple tickets and nothing. I was on the phone with them so many times and for hours at a times. I regret renewing/upgrading with them. 

I just ordered the new s24 Plus with Samsung. It was half the price of what T-Mobile offers. I am also getting two cases with screen protectors from a $75 disciunts Samsung also offered. I wish I would have known sooner and before I renewed with them. Now I am stuck with them for the next two years. This company is one of the worst! Their customer reps stateside have more knowledge about their products and how to help, unfortunately there is no real way to ensure you get one in the US.

I wanted to say I work in Technology and understand mistakes happen.  I don't fault T-Mobile for that.  But they need to have escalation procedures in place to address situations like this when their low-level employees are unable to address a database error of some kind.

It's just inexcusable to say "yes, we have confirmed you're eligible and should not be getting that error.  Lamentamos el inconveniente.  Hope we gave you excellent service today!"

That's just a giant middle finger to a loyal customer.  What they should say is "looks like the price difference would have been about $80-100 per line.  How about a $100 credit per line when you do this upgrade to make it even?  Will that work?  Awesome great.  I'll help process that for you."  

That’s bare minimum, as it doesn’t address the massive hassle and inconvenience, but they’re offering NOTHING for their own mistakes that they’re in no rush to fix.

HeavenM wrote:

Sail2020 wrote:

HeavenM wrote:

gramps28 wrote:

lnegron wrote:

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?

 

Sí

As long as you have a regular individual account. If you have a business, government, or employee account, you would need to go directly through T-Mobile using your preferred resource: online, in the app, over the phone or in store. 

Here's a question.  What does Tmobile consider an employee account?  Was the insider promotion they were running several years ago the same as an employee account?  I would assume actual employees get a much better deal than that but perhaps Tmobile flagged that as a true employee account and that's causing the problem.

A T-Mobile rep specifically told me it wasn’t but who knows.  

An employee account could be that you work for T-Mobile or if you work for a company that provides a discount on your monthly bill. If you get a discount because of your employer that is not T-Mobile, then you would be on an MCSA account like eden77 mentions. 

An insider discount does not change your account type, so if you are on an individual regular account and get an insider discount, you could still place your order through Samsung’s website. 

I can confirm that neither of those apply to me but I am still unable to place an order on Samsung’s site and so far TMobile has done nothing to address the situation other than blame Samsung (and Samsung blames Tmobile)

I've been such a big fan for years so it's very disappointing that this cannot get resolved or at least a fair work around offered (T-Mobile could just offer me a similar discount to what Samsung is, but they won't.) To upgrade my family from Tmobile's side rather than Samsung's side is going to cost me around $400 more. All Tmobile will offer is to waive the $35 activation fee, something you don't pay for on Samsung's site anyway.  Thanks for nothing guys.

I have spent HOURS on the phone with T-Mobile and nobody can escalate or fix (or even figure out the issue). I have to do all the work myself and tell them how to fix it and they still can't. 

Sail2020 wrote:

HeavenM wrote:

gramps28 wrote:

lnegron wrote:

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?

 

Sí

As long as you have a regular individual account. If you have a business, government, or employee account, you would need to go directly through T-Mobile using your preferred resource: online, in the app, over the phone or in store. 

Here's a question.  What does Tmobile consider an employee account?  Was the insider promotion they were running several years ago the same as an employee account?  I would assume actual employees get a much better deal than that but perhaps Tmobile flagged that as a true employee account and that's causing the problem.

A T-Mobile rep specifically told me it wasn’t but who knows.  

An employee account could be that you work for T-Mobile or if you work for a company that provides a discount on your monthly bill. If you get a discount because of your employer that is not T-Mobile, then you would be on an MCSA account like eden77 mentions. 

An insider discount does not change your account type, so if you are on an individual regular account and get an insider discount, you could still place your order through Samsung’s website. 

I hope this helps everyone. After a ton of research and finally getting a T-Mobile tech guy on the phone to bounce some stuff off of, I think we pretty much got to the bottom of it and ultimately it's bull crap but it provides an actual answer finally. At some point at least for me, in all the years I've had my account after starting as an individual regular account or I/R, I received some discounts through employers towards my phone service which for some arteries and turned my account into a business account or I/M, MCSA. If they would just tell you this on Samsung site and be very detailed it would probably save a lot of headache. But there's multiple reasons why your account might be listed as a business account instead of a regular account and apparently in order to change it you would have to basically start a whole new account from scratch and probably more headache than it's worth. I wind up finally succumbing to order my phone on T-Mobile but it's very disappointing and really something that should be addressed properly in the future. Hope this helps some of you.

HeavenM wrote:

gramps28 wrote:

lnegron wrote:

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?

 

Sí

As long as you have a regular individual account. If you have a business, government, or employee account, you would need to go directly through T-Mobile using your preferred resource: online, in the app, over the phone or in store. 

Here's a question.  What does Tmobile consider an employee account?  Was the insider promotion they were running several years ago the same as an employee account?  I would assume actual employees get a much better deal than that but perhaps Tmobile flagged that as a true employee account and that's causing the problem.

A T-Mobile rep specifically told me it wasn’t but who knows.  

I have this exact same issue and have been calling back over and over trying to get it fixed over the last 10 days.  Please share if you're successful.  TMobile has been utterly useless at resolving it. What they need to do is fix it, but at minimum they should offer to match the deals on Samsung since they f'd up my account. 

I am tired of wasting hours and hours on this.

gramps28 wrote:

lnegron wrote:

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?

 

Sí

As long as you have a regular individual account. If you have a business, government, or employee account, you would need to go directly through T-Mobile using your preferred resource: online, in the app, over the phone or in store. 

lnegron wrote:

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?

Sí

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?