Some T-Mobile Note 7 pre-order customers having issues claiming gifts, but Samsung is on it

galaxynote7videotmo

T-Mobile opened pre-orders of the Galaxy Note 7 immediately once the calendar turned to Aug. 3 on the east coast, but it looks like that may have wreaked havoc on some customers’ effort to get their bonus gift.

Some T-Mobile Note 7 pre-order customers are reporting that their request to get their free gift is being rejected by Samsung. The issue is that the promotion, which offers a free Gear Fit 2, 256GB microSD card, or year of Netflix, runs from Aug. 3 through Aug. 28. However, because T-Mobile’s Note 7 pre-orders opened on Aug. 2 in some time zones, some customers’ orders are showing that they purchased their Note 7s on Aug. 2 instead of Aug. 3.

The email sent by Samsung to these customers says that “Your purchase date is Aug. 2, 2016, which is not within our purchase period.” It goes on to say “We would like to register you. Unfortunately, we cannot make any exceptions and/or changes to the Terms and Conditions of this promotion. The promotion expired on August 28, 2016.”

These customers ordered their Note 7s during the correct pre-order period, it’s just that because T-Mo opened pre-orders at 12:01 am ET, orders made in other time zones showed up as happening before Aug. 3. Thankfully, Samsung is going to make things right.

Samsung has issued a statement that says that it has fixed the “minor issue” in their redemption system and that everyone will get their gifts. The full statement to Android Police:

“There was a minor error in our redemption system. This has been fixed and everyone who purchased their device within the promotion period will receive their device. Our fulfillment agency should be reaching out to affected customers over the next few days to confirm with them.”

It’s nice that T-Mobile opened Galaxy Note 7 pre-orders at 12:01 am ET on Aug. 3, as it allowed folks that were super excited for the Note 7 to guarantee themselves a unit right away. Samsung’s system wasn’t prepared for that, though. The good news is that the story is going to end well and that all of the customers that pre-ordered the Note 7 will indeed get their free gift.

Did any of you run into this error when trying to claim your Note 7 gift?

Sources: xda-developers, Android Police

Tags: , ,

  • Jose

    Was there an option to enter mailing address once the imei/Macwas eentered Because i don’tremember adding a sshipping address

    • samsung freud

      Same here, I never had saw a spot to enter my mailing address!!
      I suspect a Jedi Mind trick…

    • Debra Premo

      It’s on the receipt we uploaded… maybe they go off that.

    • Jose

      I think the photo I submitted didn’t have a mailing address XD so i hope I get a second email or that they contact tmobile

    • FryChickenIsha

      After entering the phone info and submitting a proof of purchase. The next page should be about your info and shipping info. Unless, you have previously used the same email to claim other promotions, It will not show up. I claimed the $150 prepaid visa prmotion for my S6 Edge Plus, then the S7, and now the Note7, and it did not ask me for my shipping info.

  • mreveryphone

    Yep… I got rejected so I just resubmitted… Hopefully it goes through this time..

  • rcn

    I received my phone on the 18th and filled out the form to get the 256gb microsd card immediately. I just checked the status on it today and it says “Congratulations! Your submission has been approved and your gift has been processed and is currently in route”. Anyone else seeing the same message? Also, I don’t remember adding a shipping address either…

    • jralphroman

      Yes… I’m having a previous Samsung promotion S7 Edge offer being displayed when I run a status check.

    • Debra Premo

      Mine says the same thing but I got an email confirmation that said it can take 12 weeks :(

    • Corey Jalette

      If you guys have redeemed offers witg your email before they still show there. Ove done 2 before these 2 and they still show up because i used the same email adress. Im thinking those are old offeres you claimed. Youll get an email saying your submission was subbmitted/ approved and another email saying your order is on its way.

  • Melissa

    I find that very messy I was told the same thing when I got the S7 Edge it was to come with the gear vr Samsung said it would take 12-16 weeks because everything was on back order when it was time to produce Samsung claimed that they could not honor the promotion because it had ended….

  • WT

    I got an email from Samsung saying that they need more information according to the receipt it doesn’t show transaction date so I called them (was on hold for almost an hour) and spoke to rep and she sees the date ordered and date shipped so she said she’s going to escalate to different dept to manually review it til than I just have to wait for 2nd email from Samsung within 48hrs she said. When I check my account on T-Mobile site it shows my order date on Aug 2nd 9:10pm, I’m on Eastern time zone I hope this will not effect anything.

    • superg05

      i used screen shot from t-mobile site order info it was accepted try it

      • WT

        That’s what I did so just waiting.

    • AussieB

      Probably cuz Tmobile is based on the West Coast so their systems are on Pacific Time

      • WT

        That’s exactly what it is I hope this will be resolved it takes about an hour just to get hold of someone when you call Samsung.

  • MayitoTek

    I received an email from Samsung the same day letting me know that my request was not processes because “Your purchase did not occur within the retailer purchase period.”, I also preorder it through Tmobil and my receipt shows as if I purchased it a day before the promotion. After calling Samsung, a rep assured me that there was no issue with my order and that the gift was waiting to be shipped. Now I am sitting here hopping it doesnt get rejected later..

  • George Salcedo

    Samsung promotions are a joke, never got my gifts of the season stuff.

  • Lee Bennett

    I had this happen to me. I ended up calling Samsung, and they pushed it through. Kind of a pain in the ads, but at least they made it right.

  • AussieB

    Never understand people so worked up over a cell phone that they have to have it first for bragging rights. Guess I have different priorities.

    • lomsha

      Why are you making assumptions about why people are getting a phone?

    • FryChickenIsha

      If those people who you think are bragging have JumpOnDeman or Jump, why not use those services? They’re paying for it, so might as well use it.

  • Calgrav24

    It appears that Samsung has already started approving submissions.
    I checked mine and it says submission has been approved and gift is on route.
    And I know it is for My Note 7 because I used a different email than when I bought a previous S7 edge and got those bonuses also.

    • Corey Jalette

      Just check the last few digits of the imei or Mac address. I did one that was approved waiting for shipment and the other is still under review. Had to see which gift got approved by looking at the imei.

  • Panzer

    Hmm still no word on my pre-order gift. It’s been since Friday, I wonder how long it will take?

    • Jose Campos

      Mine says….

      Congratulations! Your submission has been approved and your gift has been processed and is currently in route.

      I registered for the gift Thursday night and Friday night that was the status. I think they are processing a lot faster than before.

    • FryChickenIsha

      Usually, it takes 8 weeks. But, I’ve received my gifts earlier. When the S7 came out, my free vr came in the mail after 4 weeks.

  • Homero Garza

    Samsung is incompetent

  • Guest

    I like buying phones after doing some test drive, waiting to see if there are some major issues and checking some reviews. Not always of course… the other day I got the LG tablet that was in promotion after only checking the specs online.

    I would like to know why some of you buy phones even before they are released? Is it the promotion? For bragging rights, like someone mentioned? Or you just can’t help it, you want the phone in your hand ASAP? Or what?

    I don’t want to offend anyone with this, it is just curiosity. I accept that we are all different, nobody is perfect and that if you want something, sometimes why not just do it.

    • Jose Campos

      Ill give you my .02, if tmobile users pay for the Jump program, why not use it. That is the whole point of having it. Its very similar to a lease on a vehicle. I had the S7 when It came out and now I have the Note 7. I could have stayed with my S7 for longer, but why is TMO lets you jump 2 times per year.

      Take advantage of the subscription you buy.

      • Guest

        Thanks for sharing your opinion. You see, I wasn’t thinking of people who have JUMP, and JUMP is a good reason for just getting the new phone.

  • Ms Chocolate 37

    What did you have to send in for your gift? I sent my receipt they said they cant accept that so I’m trying to figure out wat they want..the contract from the jump…those eip papers?

    • FryChickenIsha

      I sent the paper where it says the name of the phone purchased. How much was it. It also includes my number, account number. The date and time I purchased the phone. The info of the T-Mobile store I bought it from. Unless the EIP papers have similar info, try those instead.

      • WalrusMilk

        EIP page 4 is what I sent on both of mine and both got approved and gift is in transit for both.

    • superg05

      I used account Order information it shows when you preordered before 18th phone and address then imei serial and mac verification proves that you have device is located on phone

      • WT

        That’s what I sent and Samsung is saying that is not the proof of purchase so I called Tmobile and asked them to send me an invoice and Tmobile said all I have to do is goto my account and under account activity choose device and open that up and take a pix that should be more than enough so today Samsung said that’s not good enough….

  • Drey

    I try getting my gift but it doesnt let me post a pic of my receipt. Wtf

    • rjgreen3

      I had the same issue until I converted my receipt from a pdf into a jpeg.

  • Jose Campos

    I got my tracking number yesterday for my free gift.

    • samsung freud

      Which gift are you receiving?
      I put in for the SD card and it’s still under review.
      I called in earlier to make sure they had my address and check on the status.
      For some reason, they have all the info and it’s still under review.

      • Jose Campos

        I went for the gearfit. I am seeing that the label was made but it has not shipped.

    • Joey Enderle

      I’m having that problem today, It said it was supposed to be shipped two days ago on Monday then be delivered today. I called FedEx to see if this was true and they said they have not even picked up the item yet which is weird.

      • Corey Jalette

        It takes about a week from the day you get the tracking number. That email is to notify you it left samsungs facility and is heading to FedEx. Atleast that was the time frame for the last one my friend submitted.

  • Myphone007

    Samsung is learning bad practices from T-mobile. I had my tracking info sent to shipper FEDEX for my memory card on last Friday. It was expected to deliver today. It still has no tracking pickup or transit details. Anyone else have this same issue?

  • Corey Jalette

    To those who got the gear fit 2 what colors are people getting? My friends came in and his was black.
    Wondering if it’s just whatever one they have or if they are all black. Still waiting on my Netflix code. Still under review. Watch says shipped but no tracking info yet. Should be about a week. Hopefully. Lol

    • Debra Premo

      I called in to request that mine be black and they told me they are shipping randomly and no one can choose the color, only the size. My fingers are crossed for black lol

      • Corey Jalette

        Nice thanks for the info! As long as I don’t get a pink one I’m good lol

      • A-Squared

        wonder if tmo will let us swap at local tmo locations?!

        • Debra Premo

          I doubt it, tMobile only carries the large black

    • A-Squared

      Going with black.. it will match my Onyx Black Note 7!!

      • Corey Jalette

        You can’t choose the color, I was asking what people have actually gotten. I just don’t want the pink one lol blue or black is fine with me.

  • Ms Chocolate 37

    Anyone having trouble with the iris scanner on N7???

    • Debra Premo

      No, sorry… mine is super fast!

      • Ms Chocolate 37

        This is horrible mine has been giving me trouble since i had it..i called tmobile they told me to do a master reset on the phone…n i still haven’t heard anything from samsung about my gift after i sent my eip papers in…

        • Debra Premo

          If the phone doesnt work right after the reset they need to exchange it. Did you check your promo status on their site?

      • Ms Chocolate 37

        I finally got a email about my gift…they said it was approved..tech support said the same thing…if it still doesn’t work after the reset take it to a store. Im scared they wont have this coral blue one anymore lol

    • samsung freud

      only when i’m next to a bright light source

  • neopanther

    I preordered over the phone. Samsung rejected my request because I dont have a receipt. Anyone know how to get a receipt?

    • Debra Premo

      There would be a recipet via email and also in your tmobile account

      • neopanther

        That’s the thing. I asked them to email me a receipt. It’s basically just an order confirmation with the order date and the account number. It looks no different than the basic generic shipping confirmation with magenta-colored borders. Maybe there’s an attachment

        • Debra Premo

          As long as it has your order number, address, etc then should be good. If you take a screenshot of your order status on your my-tmobile that works. Thats what i used and I was approved

        • neopanther

          I did that and they rejected it. Grrrrrrrrrrrr. Annoying!

        • Critic4U

          I sent my eip_disclosure.pdf and it worked

      • neopanther

        I also don’t see a receipt in the account

  • Debra Premo

    So i was told yesterday by a Samsung rep that anyone that preordered through t-mobile has to wait 12 weeks for the gear fit, that the FedEx tracking numbers we received were temporary just to alert FedEx of a delivery and we will get new numbers when they actually ship… wth??

    • neopanther

      That doesn’t make ANY sense

      • Debra Premo

        I agree!! I said so you gave us fake shipping info and she said yea. I dont know if its true but my confirmation from them did say allow up to 12 weeks. I got my tracking number last Thursday and still says no updates. I also have seen people post that they received their gift. Reps never know what they are talking about lol

    • Jose Campos

      I find it funny and really fishy. I think it is all BS. Why would you allocate thousands upon thousands of tracking numbers and acquire an estimated expense to have it done again????

  • A-Squared

    Well my free Gear Fit 2 label was generated on the 08/19/2016. No further info yet.. I guess i cant complain since they said it could take up to 12 weeks.. :-/

  • samsung freud

    I just had a call from samsung canada for a customer satisfaction checkup.
    They wanted to know if my call to samsung was satisfactory.
    It wasn’t.
    After chatting with the operator she transferred my call to “call tree hell”
    to clear up this promotion problem.
    I hung up after a few minutes.
    Come on samsung! Get it together!

  • WT

    Just got another email from Samsung saying

    “Thank you for your interest in the Samsung Galaxy Offer. Unfortunately, we were not able to approve your resubmission for this offer.*

    Here’s why your resubmission wasn’t approved:
    Your purchase did not occur within the retailer purchase period”

    I just called Samsung and spoke to rep for 5th times and she said they will make an exception for pple who preordered the device. I’m going to be very very mad if this is just turn around they’re giving me since the deadline for the promotion is few days away 8/28/2016, hope next email better be Congratulation your submission has been approved.

  • A-Squared

    We got movement! Scheduled for delivery by end of day tomorrow!!! If it doesnt come in black i am gonna be sick!

    • Corey Jalette

      So did ya get it?!

      • A-Squared

        Yessssssir and in black!!

  • Engi19

    I just got my 256gb sd card today. Quick and fast.

    I ordered my note 7 the first day you could. The info I gave Samsung for the offer was the day mobile billed me. Worked like a charm.

    • Panzer

      That’s crazy, my Netflix credit just got approved. No idea when I’ll actually get it.

  • ConservativeWaysSave

    I hope mine gets approved. I’m an authorized user on the account so I put my name in the form to have it sent to, the SD card of course. Then I read the conditions and it says the name must match the name on the receipt which is actually my parents name. Guess we’ll see…

    • Corey Jalette

      You might want to call and make sure because tomorrow is the deadline for the promo.

  • WT

    Very frustrated with Samsung I’m still under review for my submission for the SD Card. I’ve email them at least 4 times about the purchase date is wrong and I’m still waiting for the approval. Now I’m scared to charge this phone due to exploding issue, I heard in Korea they recalled all the devices and stopped sale and one source is claiming that Samsung is preparing to recall in U.S. also.

  • Somerandomdude

    Bought on the 27th and submitted form a few days ago only to receive an email stating Here’s the issue:
    Your purchase did not occur within the retailer purchase period.

    Last i checked 27 comes before 28. Maybe there’s a different number system there.

  • Carol Liu

    I pre ordered a Note 7 when it’s first available from T Mobile. It was 8/2/2016 9 pm West coast time, which was 8/2/2016 on the East Coast. But when I tried to register for the sd card promotion, I was told purchase was outside the promo period of /2/2016 -8/28/2016!!! I think they are just driving the customers away to iPhone!