My son wanted a new phone for Xmas so my Husband popped into the Verizon Store in Brandon Mall in FL. The Rep told him that as he had a one year upgrade plan on that phone that he could get another phone and just pay the taxes on the new phone. Well my Husband asked if the monthly bill would change the Rep said no because they were running a $14.00 off per month special on the Note because of the time of the year so the monthly charge would remain around the same for all six phones on the plan. My husband agreed and my 17 year old son was over the moon. They started transferring data from old phone to new phone and paid and waited but the Rep kept trying to up sell them on things that they firmly stated they did not want because the Area Manager was in the store, so my Husband and Son decided to continue shopping elsewhere while the transfers were being made. When they got back the Rep says that he has made an error regarding the $14.00 discount. My husband had completed all of the paperwork and asked if they were going to honor the price, as the Area Manager was in the store he was asked to come over. No apologies he just said an error was made and would he like to return the phone and go back to the old phone. No thought of wasting their time, no thought on how my son would feel. My husband just walked out. When my husband told me of what had happened I must admit I was little upset because I set up the service in the first place. My husband kept the new phone for my son and most people are probably thinking that he is nuts. Well that was what I said but my husband just smiled. He said that he would now have a topic to talk about at Rotary and that the Verizon Reps that were vying for 2018 business at his company will not even get past security!
My question is where has customer service gone at your company? A mistake was made we understand but is no one held accountable? The Area Manager had the audacity to state is was firmly stated in the ads that the $14.00 discount on the Note was only for customers with unlimited plans and that my husband should have read that? So are we not to trust your sales reps? One last question, it seems from my research on this hard to navigate site my monthly bill will in fact be up by around $25.00 per month rather than $14.00, may I ask what else the Rep signed us up for without asking?
