On November 28, I ordered a new AT&T Tilt phone from the Wirefly.com website with a purchase price of $299. The offer included a promotional offer of a 1 year free subscription to Napster Mobile and a 2G memory card for the phone. With the phone, I subscribed to a new AT&T wireless phone package at $39.99/month and a 10M data connection package at $24.99/mo with a 2 year service contract. I received an e-mail confirmation from Wirefly that summarized the order and stated that I qualified for the promotional offer.in addition, my order details on Whereismyorder.com summarized my entire order and included confirmation of the promotional offer. When I received my phone, included in the box was a bar-coded document that congratulated me for qualifying for the promotional offer (summarized above) which stated that I would receive redemption instructions by e-mail within 5 days. After a week, I had not received anything, so I contacted Wirefly by phone and was told that there was fulfillment problems with their subcontractor for the promotional offer (1 year of Napster Mobile and a 2G memory card) and that I would be receiving the redemption instruction e-mail soon. After the second week passed with no e-mail, I sent an e-mail to WhereIsMyOrder.com inquiring about the promo offer and received a response apologizing for the delay and stating that I would receive further information within 24-48 hours. This correspondence continued for three weeks and Wirefly continued to apologize for the delay and continued to tell me I would be receiving redemption details soon. Then, on January 5, after inquiring for the 5th time, I received a response from Wirefly that said that I didnt qualify for the offer because I didnt subscribe to a MediaMax package from AT&T. I responded back that the offer did not specify that I must subscribe to MediaMax and received another e-mail from Wirefly that said I must subscribe to MediaMax or I would not receive the promo. So on Monday, Jan. 7, I contacted AT&T to inquire about MediaMax. The AT&T rep told me that MediaMax would not work with my phone, that my phone required the data connection package I currently subscribed to. I told her that Wirefly was insisting that I subscribe to MediaMax to qualify for the promotional offer, so the AT&T rep contacted Wirefly with me on the phone. After being placed on hold numerous times and being redirected to new phone numbers 3 times, she insisted on speaking to a Wirefly supervisor. We ended up speaking to Santosh who gave us his id number, but no last name, and after the AT&T rep explained for the 5th time that MediaMax would not work with my phone and that the data connection package I was subscribing to cost more than MediaMax, the AT&T rep adamantly insisted that I receive the promo that was offered. The AT&T rep had gone to the Wirefly website WhereIsMyOrder.com and viewed the details of my order and had personally seen the confirmation that my order qualified for the promo offer. Santosh finally agreed that I would receive the promo offer and further said that I would get the redemption instructions within 24 hours. Accolades to the AT&T rep who spend more than one hour on the phone trying to assist me. After 24 hours had passed with no e-mail instructions from Wirefly, I contacted them by phone again and went through 3 levels of customer service and received 3 completely different reasons why I didnt qualify for the promotion. I ended up with a senior resolution officer who gave me yet another reason why my order didnt qualify for the promo. Bottom line - false advertising, fraudulent offer, and complete disregard to customer satisfaction. I have no hope of ever receiving the promo offer, but would like to let everyone know what kind of company Wirefly.com is! Do Not Use Them!!!
Debbie
Mauldin, South Carolina
U.S.A.
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