Lied to by Optus - Opinions Wanted

MisterX on 03/01/2023 - 19:22

Hi fellow OzBargainers. Just wanted to rant and see your thoughts.

Here's a series of events in chronological order:

12/12/22
- I was interested in the Galaxy Z Fold4 and shopped around for the best deal. I asked Optus to price match Vodafone, which was $89p/m for the phone.
- The rep agreed. Whilst still deciding, the rep said "If you place the order now you will get the $0 Samsung Galaxy Watch5".
- The rep pushed and asked "if there was any progress about placing the order", and then said "Because I don't want you to loose this big offer".
- I asked the rep summarise and confirm. The phone, plan and smartwatch for $0 was confirmed.
- I agreed and said "Ok yes, let's go ahead".

14/12/22
- Being confused that $0 Samsung Galaxy Watch5 wasn't on any documents I asked them to confirm it was still coming with the order and what the steps are.
- The rep told me "You will received an email from Samsung for the instruction how will you claim the bonus watch5".

19/12/22
- Again, confused, I message and the rep said "So you'll receive code to your email address after 15 days".

23/12/22
- Again, I message and this time, the rep said it wasn't put through the 'POS'. I asked for this to be escalated ASAP. A case was logged. (at this point I was totally WTF, all this time, I was lied to? My hunch / confusion was real on 14/12 and 19/12…)

03/01/23
- The case manager said the 'Galaxy Watch5 for $0' promotion is not available anymore, but happy to offer a $10 discount p/m, which equates to $25p/m total for 36 months instead of $10p/m over 24 months. I said, it was still available when I logged this case 23/12/2022 and was promised on both 14/12/2022 and 19/12/2022 that I will receive the watch. Again, he said it is not available anymore. I told him this is not a resolution and I will be escalating this to the TIO.

What are my rights here? I'm keeping my hopes high that the TIO will resolve this, but any thoughts?

Plenty of screenshots of this whole conversation (all provided to the TIO too).

I was really looking forward to the Galaxy Watch5, so obviously extremely salty here that after almost a month, I didn't get what was promised and pushed by a faceless salesman lol.

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Comments

    • jaejae69 on 03/01/2023 - 19:29
      +17

      I saw your profile and stopped reading there. Not sorry.

    • FireRunner on 03/01/2023 - 19:58
      +2

      I never started reading.
      Literacy is for nerds

      • Nugs on 03/01/2023 - 21:04
        +2

        Who typed that for you?
        .

        • FireRunner on 03/01/2023 - 21:12
          +1

          I said I can’t read not write

          • spackbace on 03/01/2023 - 21:24
            +2

            @FireRunner: How'd you know what you were replying to?

            • FireRunner on 03/01/2023 - 21:31
              +2

              @spackbace: Years of shower debates with myself allows me to guess what you’re all typing

  • Unorthodox on 03/01/2023 - 19:25

    Was the promotion for the free watch through Optus or via redemption from Samsung?

    Likely you'll be fine given the screenshots etc and transcript.
    TIO will reach out to Optus and you'll likely get a case manager to reach a resolution. You may not get the watch though but should push for equivalent value at least.

    • hasher22 on 03/01/2023 - 19:44
      +1

      From what I read, redemption through Samsung via a link and code. The rep prob didn't disclose its by redemption but just said it's a $0 watch with the plan.

  • spackbace on 03/01/2023 - 19:36
    +3

    Hmm Telstra was doing this promo, can't see any deals for Optus mentioned in comments

    https://www.optus.com.au/mobile/phones/samsung/galaxy-flip4

    Galaxy Watch5 offer
    40mm variant model ($599 RRP) for $0.
    Redeemable during checkout when you buy a selected Galaxy phone on an eligible SIM plan and remain on a $10/month Watch plan for 24 or 36 months.
    Watch discount forfeited if you cancel your Watch plan.
    44mm variant ($649 RRP) is an additional $50 for the watch split over your 24/36 month device repayment term.

    Ends 15/1/23…

    Can't see why you shouldn't have received it

    $0 Samsung Galaxy Watch5 offer: Offer available with the purchase of any eligible Samsung handset (Samsung Galaxy S22, Z Flip 4 or Z Fold 4 series) on a 24 or 36 month device payment plan with an eligible plan in select Optus channels. Customers will be entitled to take up a Samsung Galaxy Watch 5 40mm on a $10/month Watch plan on the same device payment plan as the handset and the watch payment will be zero dollars while the customer remains on the Watch plan. If the customer selects the Samsung Galaxy Watch 5 44mm variant they will pay an additional $50. The discount will be forfeited if the customer cancels, recontracts or changes to an ineligible Watch Plan and the customer will have to pay out the pro rata remaining cost of the watch (RRP$598.32 for the 40mm variant and RRP$648.72 for the 44mm variant). Max. one watch and Watch plan per participating device, max. 5 per account. New and recontracting Consumer and Business customers only. Eligible customers must redeem the watch offer at point of sale. N/A with other offers, unless specified. Offer available on purchases made between 29/11/2022 and 15/01/2023.

    Though you do need to pay $10/month for the watch plan

    • MisterX on 03/01/2023 - 20:10
      +1

      Yep, happy to pay the $10 p/m. No idea why the case manager said it wasn't available. Fingers crossed!

  • 87percent on 03/01/2023 - 19:44
    +1

    Wasn’t the redemption through Samsung? Normally you just send in your proof of purchase to them via a portal and they send it to you

    • MisterX on 03/01/2023 - 21:36

      Not sure at all! I thought Optus would have sent it and I join a $10p/m plan for 24 months.

      Complete mystery..

  • Jimothy Wongingtons on 03/01/2023 - 19:46
    +3

    Tio and optus complaints department . Too many cowboys at optus these days. So glad to have cut my last tie with these dropkicks

  • hasher22 on 03/01/2023 - 19:48
    +4

    The promo is still there on the website: Optus Galaxy Fold

    Don't know why your case manager said it's not available, it's clearly on the website with an end date.

    TIO will refer your complaint to the CRG team in Optus and they will sort it out for you.

    The reason why you're offered a $10.00 credit per month is to off set the cost of the watch on your plan for a watch you're not getting.

  • CyberMurning on 03/01/2023 - 20:16
    +3

    Galaxy Z Fold4 and shopped around for the best deal. I asked Optus to price match Vodafone, which was $89p/m for the phone.

    Wow i dont know why anyone happy to spend $89 (plus the usage plan) per month for 24 months…

  • brendanm on 03/01/2023 - 21:05
    +2

    Tio will sort it out, I've been through tio with Optus before, was resolved to my satisfaction, and the great dissatisfaction of Optus, whose bill from the tio would have been higher than the item I was complaining about.

    • MisterX on 03/01/2023 - 21:34

      Thanks, gives me some hope!

    • ThithLord on 04/01/2023 - 09:38
      +2

      Yeah, same with me and Telstra/TIO. Spent months effing around with Telstra billing me twice (like almost 6 months!) finally lodged a case with TIO, they resolved it within a week or two. I was taken aback that a regulatory body actually accomplished something….

  • Nugs on 03/01/2023 - 21:07
    +7

    Trusting Optus? I thought they lost all credibility
    .

    • USER DC on 03/01/2023 - 21:28
      +2

      Exactly

    • MisterX on 03/01/2023 - 21:34

      I was just about to leave until they sold me with a discount on plan plus price match plus Watch!!

      In hindsight though..

  • kipps on 03/01/2023 - 21:33
    +2

    Just wanted to rant and see your thoughts.

    Port carrier away from Optus the moment the contract is through. No need to support this business.

    • MisterX on 03/01/2023 - 21:35

      24 months to go :'(

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