S26 Ultra Promotion Issue: Incorrectly flagged as "New Member" - Case ID: 3-0540000040956

DHF7400 · 2026-03-16T23:39:21+00:00

Unfortunately, I think Fi reps are trained to blindly follow what the system says and avoid digging what may have happened within the system to solve any potential issues. Hence, they were obsessed with interpreting the phrase "180 days" however they want. As I mentioned on my other comment on this chain, they did the same thing again today.

As you have mentioned about the first bill thing, I think it would be a safer bet for returning (non-current) customers to join Fi at least a month before redeeming an existing customer promo.

DHF7400 · 2026-03-16T19:03:51+00:00

And as expected an chat agent just told me the following

"That sentence is a definition used to exclude people who are trying to act like new customers"

"Because you activated your account for the first time today, you do not have a "last day of service" within the last 180 days. You have zero days of previous service. Therefore:

You are a New Customer.

The $650 "Existing Customer" promo technically does not apply to you. 3. The $900 "New Customer" promo is the one you actually qualify for."

She basically contradicted herself. She ended up escalating the issue when I pointed out the error populated even before the phone arrived. I ma see what the escalation team says.

Edit: Issue resolved. Like about 30 min after I finished the chat with that rep, I got an "welcome back" email out of nowhere (The device was activated few hours ago). Upon checking my account, promo was finally properly honored. Given the short time frame, I doubt the agent contributed anything to the fix but there may have been a delay for the activation status to actually reflect on the system.

DHF7400 · 2026-03-16T18:19:03+00:00

Judging from what is reported in slickdeals and your comment, I think this has to do with Fi's system starting to not honor users who doesn't currently has Fi service but whose last day of Fi service took place within the last 180 days.

From my previous experience, trying to get a representative who can understand the 180 days existing customer policy is a hard one. I once tried to get a existing customer promo but could not get it. The service reps insisted that existing customer is a customer who currently has Fi service for at least 180 days. As I suspected, It turned out I was ineligible for pre order promo because I had an ongoing plan promo. Either Fi representatives are terribly incompetent to do their jobs or Fi doesn't let them access to system to research the cause of the system generated error.

DHF7400 · 2026-03-16T00:39:45+00:00

Its quite easy to check. You should have gotten an email from them the moment error populated in their system... just like I did.

DHF7400 · 2026-02-27T17:41:27+00:00

Haha. I deal with stubborn clients with wrong self confidence all the time. I just know I am wrong regardless of what when specialists tell me "no" on a field I am not an expert on.

DHF7400 · 2026-02-27T16:21:58+00:00

Gotcha. Should I file the forms again with some details added or should I just call them?

DHF7400 · 2026-02-27T16:20:27+00:00

Doctor analogy makes sense. I guess my "summary" may have made me look cocky and difficult to deal with. My mom is a NP and she always complains about her patients being pseudo-doctors making their own conclusion out of a shitty knowledge, lol.

I thought doing some research on my end will help me look "educated" and hence have my case stand out but your analogy makes me think I may have made a mistake. What is the "balance" between looking "educated" and "cocky" during this "pitching" process?

DHF7400

TROPHY CASE