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Phone sold for more than double the price originally told - how to get price refunded?

I bought Samsung S20 FE on Thanksgiving day for $12 monthly payment, after chatting with an Agent. I was promised the phone will be in home within 2 days.

However, the phone came 5 days later. Worse, the phone cost is $29.31.

This is the worst form of marketing, I have ever come across. It shocking that a company like Verizon will do this.

Anyone know how this can be resolved?

Comments

DMathews1

I have no idea what those phones are going for "on sale". At $12 per month, your cost is $288. Is that what those phone sell for??? If so, you should be able to get them to honor that price. if those phones normally sell for lots more, you probably will not be successful. @29.31 per month, the cost over 24 mos. is about $700.

Of course, if you happen to have "anything at all" in writing that confirms the terms offered to you, you should be able to get Verizon to honor that as well.

The issue of Verizon promising you delivery in 2 days, but not getting it in 5 days seems to be part of the lousy Verizon "Service".... Verizon "service" is not at all good like it used to be. - Good luck getting things settled on the price of your phone! - - Btw, "always" ask to speak to a manager in situations like this; a regular front line employee is not normally going to be able to resolve your problems.

Doggo

That phone retails for $700. If it was a Verizon promotion, those don't take off the amount up front, it gets spread over 24 months with monthly credits offsetting it.

Please stop encouring bad customer etiquette with pushing unnecessary escalation. A manager isn't a magic fix it button. They can cancel orders, approve credits, change email for terms and conditions amongst a few other things, changing price isn't one of them.

DMathews1

With all due respect, I will suggest a manager whenever a manager seems appropriate. In many/most cases a manager "can and will resolve" one's problems. - - But that is no guarantee with Verizon.

I have even communicated with the highest levels of Verizon support (Executive Vice President's office) several times and have experienced what they pass off as "customer service"; believe me, it is laughable!!! - - Verizon has big problems with their customer service!!! As a customer for almost 20 years I remember the good customer service times. And these are definitely NOT "good customer service times"!

rsrini

So what is Sales etiquette? Agreeing to sell phone on one price, but selling it for double the cost?

Strange that you are blaming me, instead of pointing out, the deficiencies in Verizon Sales & Marketing department.

All I am asking is provide me the discount on the sales invoice. That is a tall order?

Verizon_Support

Hello. We definitely want to congratulate you on the purchase of your new device. These are definitely exciting times, and we will be more than happy to help you make sure you are taking advantage of all the available promotions for you. We contacted you via a Private Note to continue assisting you.
GeovannJ_VZW

rsrini

Hello @vzw_customer_support
, thank you for your message. But that does not help. The promotion used by the CSR when he arrived at the sales price and Monthly payments should be mentioned, in the First bill.

A bland statement that says, I will get all promotions due for me, is as clear as mud

9wood

Seems very suspicious and misleading to me get told one price than end up paying more than that price gouge comes to mind other have issues with getting promotion price and or trade in amounts of less than qouted I can only guess that many are having same it's rather unfortunate that this continues

Verizon_Support

rsrini, our goal is to do business with integrity by providing full transparency. Please check your Private Messages for further assistance with this issue.

rsrini

Guys, I have report that after several attempts to connect with "Private messaging",I finally connected.

I had more than 2 hours of "messaging" with verizon customer service, have 7 messages.

It is a matter of shame that a giant like Verizon cannot provide an invoice at the time of sales ( I am sure, that if I had bought this in a brick and motor store, I would not have faced this issue).

I have 3 issues against verizon.

1. The salesperson has either misquoted the selling price ( I had texted him that my budget is $300), as it was late in the night or he wanted to make sales. I guess this is probably unique to Online sales.

-- This issue can be easily resolved, when at the end of the sale, s/he will provide us an invoice and insist upon us to acknowledge that we have read the invoice.

2. Customer Support should be able to identify the actual sales price, without any issue, as the chat is the property of Verizon. We should not have to wait for 45 minutes for each message to be replied.

3. Verizon customer service asks us to come for a private chat, yet insists us to explain our issues ad nauseam! If there is no seamless interaction, what is the point in this Verizon Community?

It is unfortunate that Verizon resorts to coverup by a mistake of one of their Employee, instead of being transparent and use the opportunity to pull up its socks.

I have regrettably concluded that Verizon Customer Service is dysfunctional, does not care for Customer.

9wood

I agree

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