July 31, 2017 – resigned a new contract with Verizon by chat for 75/75 internet. A new router was promised as a part of this “great deal” in 3-5 days time frame, with prior notification via email; August 3rd – nothing. Another chat initiated by us:
Chat #1:
Lie #1: they cannot check the previous chat;
Lie #2: no router included in our contract;
Advice to contact with Customer Service by phone.
Chat #2-#3 (the 3rd one was initiated from Verizon them self as the connection was “broke” and the same rep entered in the chat under different nick name - first it was Vick, after – Verizon. I found out his name at the end of the chat):
Lie #3: new version about the chat history checking: it’s not like they cannot see it at all, but they cannot see it after the 3rd chat (didn’t they initiated the 3rd chat by purpose?)
Lie #4: they don’t offer the router which appears online in my Verizon account (how it is in the account then?);
Lie #5: if we sign up to another promo – we’ll get even faster internet 100/100 and new router just for $5! The rep will make a discount of $4 so we’ll have to pay only $1 extra. Sounds good! But later, it appeared that he actually cannot do a discount for a deal made from our online account, but he was very impatience me to click on the check out button regardless. I didn’t as I learned my lesson from July 31 “sweet” deal.
Lie #6: he sent me another “great” deal by email which not only was with $10 extra per month (instead of $1), but the estimate for the next month included $30 penalty fees for switching (he failed to explain in details what are those fees and why we have them – we do not switch because we wish to, we simply cannot use the new 75/75 without the new router which was promised). This was the best what he could do;
Lie #7: after 3 hours in the chat he sent the following info "...contract with higher internet speed includes new router". I think he forgot that this actually our case - new contract with higher speed. After I asked him about it, he tried to convince me that it is not free router, but after I insisted on the word “included” – he agreed that it’s free after all. So, when I asked him (again) where is this new router "included" in our contract - the answer was amazing as always: he don't know if this was included at that date of your contract and he cannot check (of course!). But, this is not a "deal”, those are their usual terms and it does not depends on any dates (we didn’t know this before);
Lie #8: I asked him to send me this chat on my email - he assured me that I'll be able to print it after I close it. I knew that there is no such an option (unlike other companies chats) and copied it prior closing, but still - another lie. He insured me that he escalated the case to his supervisor, but I don't believe him.
Now, we are stuck with new contract from July 31 with spead 75/75 and an old router which cannot support our new speed internet.
Any suggestions besides to call them? I’ll call, of course, but I think it will be another hour or two of my time without any result except more lies. To terminate the contract and go with another provider?
