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Verizon should honor it's actively advertised online FIOS offers without bait & switch tactics

I currently have Verizon Double Play (phone w/DSL). My budget is $90/month after taxes. I want to upgrade online to FIOS Double Play: FIOS Double Play (phone w/internet 15/5 Mbps), $6999/ month x12 months ($5 Off x1 year); No contracts (http://www22.verizon.com/home/bundles/).

Unfortunately, I am unable to do so through any online advertisement or through the My Verizon application (Add or Change Services, Change Internet Plan, Upgrade/Renewal Center etc.). I confirmed FIOS is available in my neighborhood. I've tried numerous times over the past 2 months using 3 different computers (Windows XP & 7 with Explorer 😎 & always get the same error message right before the enrollment page: "Please contact the Verizon Local Business Office. We're sorry, we are unable to continue your order at this time. Please try again later or contact your local Verizon office for assistance. 1 800 - VERIZON (1 800 - 837 - 4966)".

I just called Verizon to enroll and the Verizon rep refused to honor the online offer and instead proposed a much higher rate with a 2 year contract minimum, then suggested I enroll online if I still wanted the online deal (clearly established this is not possible due to Verizon application failure). He also suggested the online deals are all expired and if I didn't take his offer, the price would just go up. Clearly this was a dishonest pressure tactic. He then tried to talk me into a "triple play" offer (I don't want or need TV service) that would substantially raise my bill for 2 years—a 2 year contract for anything is a bad idea when you could get laid-off.

Verizon should honor it's actively advertised online FIOS offers especially when their own My Verizon website won't allow you to accept those offers. FIOS Double Play (phone w/internet 15/5 Mbps), $6999/ month x12 months ($5 Off x1 year); No contracts (http://www22.verizon.com/home/bundles/). This is what happens when a company out sources customer service and surrenders quality to meet sales quotas. They really don't care about winning over a customer unless they are embarrassed in public media. A legitimate customer service oriented Customer Service operation would say, "We're sorry you couldn't accept this offer online, I can help you finish your enrollment for that offer." That would do far more to reverse all the bad publicity from the FIOS roll-out and show "Occupy Wall Street" people not all corporations are evil.

Comments

Jerzybd

Any updates on this post?

ElizabethS

Hello Quakertown

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.

Quakertown1

No messages yet regarding this issue ...

JPY2

I have the exact same issue. I was going to upgrade my services to double play 25/25 internet & digital phone for 74.99. I navigated through the website which would only allow me to sign up for 84.99 with a 2 year contract. I chatted with a couple of representatives online who couldn't or wouldn't do anything except to try to upsell me with TV service, even though I told them that I'm not interested in TV. Very frustrating, especially since I've been a long term customer. Ended up spending about an hour on the phone mostly on hold and being transferred to various representatives who couldn't help but would try to upsell me and finally transfer me to another dept. So, after retelling the issue to several reps., the best anyone was willing to offer was 79.99 to which I said no thank you. They just kept saying that I needed to sign up online and that the advertised price was only for new customers to which I replied:

1) I tried to sign up online and could not.

2) The ad did not specify for new customers only.

3) You should be offering the best price to your loyal, long term customers to begin with.

4) You need to honor the advertised price and quit trying to upsell me.

It kind of felt like dealing with a deceptive "used car" salesman. Of course, they all use the line "I understand your concern" and then proceed to say "your not eligible for that price but......" and then comes the upsell spiel. I sent an email from the contact page although they don't really have any options of who to file complaints with. I wrote at the top of the email, "please forward to the appropriate person(s)." Still no response to the email and I'm not wasting any more time on the phone unless someone from verizon calls with an apology followed by "we've decided to honor the advertised price for you." Needless to say, I'm not holding my breath. Since verizon has demonstrated no interest in honoring their advertised price nor earning more money from me for upgrading my services, not to mention the runaround and upselling nonsense, they will lose a once loyal and satisfied customer and anyone else I can influence. I have my own business and I would never treat my clientele the way verizon has treated me or you. Customer service grade = F-

duffer11

Wow that's what I thought, and I been trying for about a week. Called business office, she insisted that the phone and internet were not $79.99 for 35/35 Mbps. Try to sell me triple bundle, didn't need TV, got Dish, think I'll call Comcast see if they will cooperate, this just tick me off

Quakertown1

Day 5 & still waiting for a response ... "an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue." Verizon, can you here me now? This issue could go viral ...

JPY2

I'm still waiting too.....no response to my email several days ago....no place to file a complaint....no customer service agents (only sales reps). Based on my experience with "customer service" at this point, I'm surprised that they don't charge to speak with one of their customer service....um.....I mean....."sales" agents.

JPY2

Quakertown, duffer1, anybody else heard from verizon? I've received no response despite my postings here and my repeated attempts to contact someone for assistance. At this point, I'm not sure they even have someone to handle these issues. If anyone has access to a more direct phone # or email address to contact a verizon representative, please PM me. And please avoid sending the generic contact info.....been there, done that....it doesn't work. Any assistance is greatly appreciated.

Hubrisnxs

Note: FiOS Internet and FiOS TV are not available in all areas. Other great bundles are available. Price varies by locations and starting at price may not be available in your area. Price does not include FiOS TV equipment charges.

You might have trouble getting it.

JPY2

"You might have trouble getting it."......Umm....all of us already have it and were trying to upgrade via offers which are, in fact, valid in our respective areas. I appreciate your desire to help but please read the thread more thoroughly to understand the subject to which you are replying. Thanks.

Hubrisnxs

I think you misunderstood what I meant by getting "it" I didn't mean fios. I meant the price. It was almost stating the obvious that "you might have trouble getting it" as you haven't actually "gotten it" yet but the reason why is probably right on the page you're trying to order from that states prices are pretty much variable and they make no offers of garuntee that every single person will get that same offer. in fact their "note" that I quoted said the opposite of that.

JPY2

Whether speaking of price or service, both are available at the respective locations of those posting on this topic. We all know this from clicking the "check availability" link on the web page. Online chat representatives from whom assistance was sought when ordering, but who are unfortunately not authorized to do anything, also acknowledged this fact. They just can't do anything about the webpage not allowing the order to be processed at the advertised price. So they refer you to the ever so helpful (not) phone #, etc. (all this info. was already posted earlier).

duffer11

https://www22.verizon.com/FORYOURHOME/GOFLOW/Common/LocalBusinessOfficeSR.aspx?Message=CSRRecordMismatch This is the address bar when I can't connect . Notice the ending CSRRECORDMismatch. Hmm

I'm wondering if this is the problem why we are having problems connecting . If so, it looks like we have to find a way to notify the Verizon IT DEPARTMENT instead of their sales dept. .

smith6612

Not too uncommon. Probably the typical "Contact your Business Office" message trying to appear. It's a database error and it's random on the account it affects. You'll need to call them up if the website won't let you connect if you're searching for FiOS availability.

JPY2

I don't know. You could try it. Let us know if it works. My problem is not connecting.....I just think they should honor the advertised price and more readily connect you to someone who can handle things like this. I've had verizon for years but this is my first experience with their customer service. Needless to say, I'm not impressed. They should immediately and willingly assist with order issues like this.....I just can't understand why a business would not want more of my money as I was attempting to upgrade my service. I've attempted to contact them by chat, phone, and email (twice!).....still no response. And their email contact says they'll get back to you in 1 day......yea, right.

KH-OrnEsh1

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

@JPY wrote:
I don't know. You could try it. Let us know if it works. My problem is not connecting.....I just think they should honor the advertised price and more readily connect you to someone who can handle things like this. I've had verizon for years but this is my first experience with their customer service. Needless to say, I'm not impressed. They should immediately and willingly assist with order issues like this.....I just can't understand why a business would not want more of my money as I was attempting to upgrade my service. I've attempted to contact them by chat, phone, and email (twice!).....still no response. And their email contact says they'll get back to you in 1 day......yea, right.

Adam_VZ

JPY,

I've sent you a PM to get some additional information. Please get back to me.

-adam.

JPY2

I have submitted the form.

duffer11

Thanks, this make a lot of sense, Ill call technical

GoodGuyGreg

I got baited and switch by them too. Saw a flyer for FIOs triple play package for $79.99 which had to be signed up online. There was a problem with their website processing and they had me call them to sign up. What they didnt tell me was calling them made it a $99.99 deal for the same thing. Over 5 calls tryign to fix this and they promised me they would. One month later when I got the bill, still shows $99.99. BUNCH OF LYING CROOKS AND THE WHOLE TIME THE HOME PHONE LINE STILL DOESNT WORK. I SHOULD NEVER HAVE SWITCHED FROM CHARTER.

JPY2

Form was submitted. Still no response....Hello???

JPY2

I thought I might get some kind of response after all this, but still nothing.

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