I received an email Dec 3 regarding an invalid rebate. 2 phones were purchased as gifts online on the same date (10/31) and activated within the Rebate period on 11/4. Both rebates were mailed at the same time in the same envelope soon after 11/11. The Rebate period on the sheet I mailed in states Metro PCS/Rhapsody activation: 10/01 - 11/24. Postmarked by: 12/24 and received by: 01/07. The rebate was received on 11/29.
I initially contacted the rebate center via chat line on Jan 16 to ask why my rebate was denied. Here's the Transcript. Galia: In this case, since we do not have access to your account, we will need to forward this information to Metro PCS for a response Galia: Please allow up to 10-14 business days for us to have a resolution CB: Do you know what information they base the rebate on?
CB: How could they state the phones were activated outside the rebate period?
CB: I'm not sure how they could miss that?
Galia: Activated outside the program or deactivated
Galia: Have you disconnected the service?
CB: I still have the service on both phones
CB: I purchased them as gifts and activated them myself on Nov 4
Galia: My apologies for all this inconvenience. Please contact us back within the next 10-14
days. Hopefully we will have a resolution for you
Galia: Is there anything else I can do to assist you? Cherye baldwin: Will I get an email or should I call? Galia: Please contact us back again by chat. We will gladly assist you
The tracking website then changed to reflect the rebate was being processed. I checked the rebate tracking site again on Jan 27 and it stated it was denied. I then had an online chat with Sindy 12:29p/Jan 29 Transcript..
Sindy: Your rebate is invalid due to the product activation for your submission occurred outside of program period.
Sindy: the product was activated on a date outside the promotion period dates
CB: OK. I thought we went through this before. Are there any notes regarding my previous
contact?
Sindy: Yes I can see then and your rebate was sent to the escalation department and it
was denied and will reaming invalid.
CB: And as I asked the other agent (who refused to answer..) What is the rebate period. It clearly states that it was received 11/29.
CB: I still have a copy of my rebate form in which I sent it within the time frame needed.
Sindy: What that agent did was sent the rebate to review to the escalations department.
Sindy: It was denied.
CB: No one has answered for what reason yet. Does any one know?
Sindy: For further follow up you should return to the MetroPCS location where they purchased the phone and inquire with the person in charge at that location. That person can contact their local Account Service Representative or their Manager of Customer Operations with MetroPCS and work through this situation with you.
CB: The phone was purchased ONLINE!
CB: Is this information not available to you?
CB: Does the rebate EXCLUDE online purchases?
Sindy: On that case you would need to contact customer service.
CB: What does that mean?
CB: No one has any idea why the rebate was denied?
CB: There's no substance to the denial. Cherye Baldwin: No one has any idea why yet!
Sindy: The reason is invalid is because the system found the product activation for your
submission occurred outside of program period.
CB: The phone was activated 11/4. Again. What was the activation period? DOES ANYONE HAVE ANY IDEA!!!???
Sindy: what I gave you is not an idea, it is the reason
CB: Are you with Metropcs in the US?
Sindy: I am with MetroPCS.
CB: in the US?
CB: I need to chat with someone in the US.
Sindy: We are in Texas
CB: So why is it that you dont have access to the pertinent information needed to answer?
CB: What is the activation period?
Sindy: Because we are the rebate center not customer service.
Sindy: There is only one number for customer service *611 and is real.
CB: chat ended!
116Pm 1/29 spoke to CAROLINE/AGT#3744 at 888-863-8768)
she said rebate postmark date was changed to Nov 24 instead of DEC 24. I stated you can't arbitrarily change the rebate submission date witout proper notification which now makes me 4 days out of the submission period! I asked to speak to a supervisor. I was transferred to..
1/29 2pm Alex/spvsr#5756 stated he could not help because they are the customer service ctr
and do not have access rebate information. He advised me to contact the rebate center again.
This time to speak to a live agt at 877 603 3032 and offered a fx # 866 964 1214 as well.
1/29 2:22p spoke to Supervisor Angela who stated she is not Knowledgeable on any of the
MetroPCS rebates.
1/29 2:30p I phoned back to ask if there were an managers on duty. The agt stated They are all off on the weekends and I should try back 1/30 to speak with supervisors Amanda or Sandra between 9-5pm. I would like to have my rebate processed under original submission requirements as stated on the METROPCS/RHAPSODY PROMO rebate form.
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