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Xbox promo no resolution

Here is all the communication i had with Verizon since I signed up for the wonderful Xbox Series X promotion on Dec 15th.

I have been given mixed information and there has been no follow up so I’m resorting to posting it here.

Background: Signed up for Verizon LTE home internet on 15th Dec via online. I couldn’t finish through webpage so called the provided number who assured me he’s a part of the online team before signing me up for the internet that had Verizon $100 gift card, Amazon $200 Gift card and Xbox Series X. Picked up the device on 16th and got the amazon $200 gift card even before i setup the gateway. However, there was no sign of the other promotions so i reached out for clarification:

17th: reached out via chat about Xbox and Verizon gift card. I was asked to wait 25-48 hrs
20th: Called Verizon (Alan) for further details where i had to explain and convince the support person that Xbox promotion didn’t mention about waiting 60 days before getting the claim code instead it was to be used within 60 days. After 1 hr and multiple requests to speak with supervisor or manager, which never got done the support person agreed I was right and he was wrong. He said he would raise and escalation ticket. And provided me with a reference number.
21st: to check on escalation i called once again and spoke with Levi who, to my surprise, told no escalation ticket was created by the previous representative and said the number given to me didn’t mean anything. I had to explain myself again and then he helped me with claiming the $100 Verizon gift card and mentioned that he spoke with his manager and raised an internal ticket via google form for the offline team. Apparently, it doesn't provide any reference number so i didn't get one but he asked me to wait for 5-7 days for resolution.

By this time, I lost the trust in Verizon following up on my case so I was going to do that myself.

22nd: spoke with Larry who was rude and asked me to wait 3-4 days.
same day i called again hoping to another representative confirm. I spoke with David who was very empathetic about the situation and confirmed everything was done correctly and i have to wait 3-4 days.
On 23rd: reached out via Chat and had a conversation with Isabella who left notes on the escalation but said he cant do more.
24th: spoke with Zara who sounded very empathetic and mentioned she would follow up on Dec 25th to provide and update (but that never happened.)
26th: I spoke with Priyanka who promised to follow up in 24-48 hrs (and that didn’t happen either)
28th: Spoke with Srong/ Shawn - who was questioning the offer, he was saying I should either got an Amazon gift card or Xbox and no both. After much discussion he looked through the previous conversation and said the offer is valid. Then he checked with his internal team and provided a Reference number for the promotion and asked me to wait until Jan 1st for resolution
Jan 1st: spoke with Oliver at 4:30 pm: he said the internal team found the promotion but said it needs to be added to the account. He promised and followed up at 7:05 pm during which he mentioned
Shipping will be done in a day. Xbox should be sent in 3 days.
I asked for an email with that information, he said he sent an email but that will take a few mins to appear. This was mentioned at 7:05 pm and no email until now.
2nd: Reached out via Chat with Lofie who said she raised another escalation.

I see no end in sight. I wish Verizon was more transparent about the internal investigation and timelines for resolution. If it was easier, I could have cancelled and signed up again. I waited all year end holidays waiting for the Xbox that never arrived.

Comments

DevElphy

01/03/24: No luck in connecting with Verizon customer care. I waited 38 mins to be connected though I was told the approximate wait time is 18 mins.

Verizon_Support

We're sorry for the issues you're having getting your Xbox and that you've had to reach out so many times to try and find a solution. We want to make sure you're able to take advantage of that promotion, and we're going to do everything we can to help you. Please be on the lookout for a Private Message so we can gather more details and better help you.

~Jesse

DevElphy

Jesse, thanks for getting back. I got the private message. Let’s continue the conversation there.

DevElphy

Fyi, for people viewing this thread.

01/04/23

Call with support (Mike): re-assured that I’m eligible for the Xbox promo and mentioned that the Xbox is usually sent 30 days later but since others have received it sooner, he’ll try getting it to me sooner as well. After discussing with offline support he said the Xbox should be shipped between Jan 9-12 once they are restocked and i will get a tracking number for it then.

Upon asking for email confirmation, he said that he can’t do it but the offline team would be sending it to me any moment now. ( never got that)

01/05/24

Support from Verizon Community forum reached out via private message. Support person (Joseph) empathized with the situation and mentioned he also signed up for this promo on 19th and waiting for the Xbox.

He clarified that shipping wouldn’t be automatically done but instead they’ll get me the Xbox claim tile in the Verizon app so I can click on it and avail the offer.

Lastly he mentioned that he made another escalation and he will get back to me in 5 business days on 12th Jan about the status.

Verizon_Support

Thanks for following up. We are continuing via Private Message, please review at your earliest convenience.

~Gilbert

DevElphy

Thanks Gilbert. I’m just waiting on the update that is potentially coming on 12th Jan.

Verizon_Support

I'm sorry we missed you. Please send us a private message or contact us here: https://www.verizon.com/support/contact-us/ -Joe

DevElphy

For the people viewing this thread.

Verizon Support, please ignore.

01/10/24

I called support to inquire about the status.

Emil mentioned that there hasn’t been any update on the escalation that was made on 5th. He asked me to wait for the complete 5-7 business days from the previous escalation (on 5th) to follow up. He apologized for setting the wrong expectations that the issue would be resolved in 5-7 days the first time (on 21st Dec) considering there were holidays.

Folks, I was told raising an escalation while one is in progress (not that I asked) would invalidate all the previous ones and delay the resolution. Be sure the representative you’re speaking to doesn't raise an escalation before the previous one gets resolved or elapsed 5-7 business days.

DevElphy

Although, the issue hasn’t been resolved, Joseph, who raised an escalation on Jan 5th and who promised to follow up on 12th, did follow up. He has also reached out to the operations team to get any new updates.

Joseph - your efforts are much appreciated.

Finally, I am feeling heard.

DevElphy

Finally, it's here!!!
I got the Xbox promo email.

It comes with a Promo code, Expiration Date, and steps to redeem the offer.

I placed my order. There was no pickup option so I chose the Free 2-day shipping.
Currently, it is estimated to ship between 9th Feb to 23rd Feb.

david-keeler@live.com

I’m in the same boat over a month and a half of back and forth, 2 escalations , praying I finally get that email you received. Verizon really screwed up on this promo, they shouldn’t offer something they have so many issues redeeming, I’m glad you finally got somewhere, hopefully it actually ships. I’ve had one saying it was ordered 12/16 now a shipment delay and still hasn’t shipped. I was told another 4-6 weeks we will see..

Jayhawk84

Thanks for the lengthy and through timeline. I have likewise called Verizon a few times and the last call they told me to “wait for an email” that could take 45 days to arrive. I also had to call Verizon to continue setting up my internet the first time and the rep assured me it would count as an internet setup. From everything I’ve read, both here and Reddit, this entire promotion has been a nightmare for many excited new internet customers. The bright spot in all this is I’m saving $20/month on my internet and getting out from Cox’s stupid data caps they have. Verizon was the only other high speed option and I’m happy to say it delivers on that front. If I don’t get my email soon I will reach out again. The 45 day window started about two weeks ago so I don’t want to wait another month to find out it’s too late. Congrats on your resolution!

Verizon_Support

Jayhawk84 we would be glad to take a closer look at your promotion experience to better assist you. We want to do everything we can to help. Please be on the lookout for a Private Message from us so that we can gather some additional account specific details.

-Andi

froggy909

Can you please share with the rest of us what you did to actually get a physical Xbox shipped to you because I’ve been told since July 2023 that they’re not available to ship at all and that the only way I could ever possibly get the promotion that I was promised was to sit around and wait until maybe, just maybe they were restocked .

froggy909

Hey that happened to me also in December 2023, so let us know if you actually end up getting something as I’m still patiently seething over here!!

Unsatisfied333

I'm in the same situation as you but I signed up like November 12th I was reassured I'd get the Xbox. I've been talking to 30 40 different representatives and finally got the VIP executive service or showed me that he was going to take care of it and still got nowhere. I got offered a credit for the Xbox s which isn't even what I asked for. I signed up for the Xbox x promotion

Ninerfan85

Went through the exact same thing except I had the redemption email right away. I chose pick up in store because a store associate told me I could and the option was there so I selected it. Got a confirmation of the order emailed then the next day my order was canceled without anyone calling me as to why. That is when the nonsense of multiple excuses and stories by verizon associates happened. Told me all the same stuff, “I’ll escalate”, “wait for an email”, “pick up in store is not an option”, “it is backordered” and blah blah blah. When I would ask for a manager they would ignore me and try to keep helping me. Im 6 weeks into this whole ordeal and they keep telling me to wait for an email that is never sent. They don’t actually escalate anything. I have no faith in these associates. Terrible experience and such a waste of my time.

Verizon_Support

Hi Ninerfan85. You have spent valuable time getting answers and we will assist with the eligible promotional offer. We invite the opportunity to restore your trust. Let's work together. Please reply to the following private message so we can discuss your account details in private. Answers are awaiting.

-Deb

Tillerj2194

Yeah me to I’m about done with Verizon! This promotion is a crazy nightmare!!!!!!!!!!!

Verizon_Support

Tillerj2194, let's make sure you get your Xbox as well. It definitely could have been a lot smoother, but we're here to assist. We're going to send you a Private Message so we can help you redeem.

~Jesse

Ninerfan85

Update- Surprise surprise, still no progress. They sent me an email stating it was finally escalated after my 30th attempt. Email states their “goal” is 4-7 days to resolve and to check back the 31st. Also states it can take 7-10 days to resolve. I finally gave in to one of the reps that was private messaging me about my post thinking they would be able to help but I was wrong. No help. Told me to wait and that it can take 10-14 days. Not one of these people are on the same page. Every single person tells me something different. After contacting them for 6 weeks straight, I am still told to wait and continue to just be put at the back of the line. Who ever gets their xbox at this point should play the lotto because it seems like the same chances. So ridiculous.

Jayhawk84

Hey Andi,

you and I spoke exactly two weeks ago and had a lengthy chat. You said it was escalated and that a resolution would be achieved 7-10 business days. That 10th day is today and I’ve received no email for the Xbox promotion. I’ve got a screenshot of your last message here from Jan. 18. I should have received an email by now for my Xbox. What is going on? This issue is widespread and persistent across this community.

Ninerfan85

Lol escalation from jan 24th has still produced no resolution. This has got to be a joke

Noahkevans

I need my xbox too. It's been too long.

AxanaMoran

So I signed up for the Verizon Home Internet promotion 7 weeks ago. At that time it was "promised" I'd be able to pick up my Xbox console 2 days later only to be told the store didn't have any consoles on hand. So I contacted Verizon customer service and asked what to do. I asked if I could change the pickup location to another Verizon store I had called, who had confirmed they had the Xbox consoles in stock. Verizon customer service informed me that I could not change my pick-up location...WHY NOT? Yesterday, I stopped by a local Verizon store for an unrelated issue, THEY HAVE 25 XBOX CONSOLES IN STOCK AT THE STORE!!! Contacted Verizon customer service again and asked why I couldn't change the pickup location to a store that has the console in stock and I am being told I cannot pick up the console at a different location. I had to wait until another store received a shipment. Why?

Why am I now having to wait until February 23rd for shipment when I ordered 2 day shipping on December 19th? Why was this not planned better? Where is my Xbox?

A customer service representative offered to give me a $499 credit on my Verizon bill...I don't want a bill credit, I WANT THE XBOX I WAS PROMISED!!

I signed up for the Verizon home internet Why can't I receive the items promised? This was the worst promotional idea ever. I'm reading through some of these posts and see some people have been waiting 5 months or more, wish I had read first. I am so disappointed with Verizon.

copcar340

I'm still waiting for an answer or some type of communication about my Free Xbox I was promised for signing up for 5G Plus home internet. My account is so screwed up due to having to try and return 3 boxes before the 4th one finally worked due to no fault of my own. I signed up through the Verizon app on my phone on Dec 18th which met all the Qualifications for getting the Promo, which at the time was a Free Xbox and a $200 Amazon Gift Card or Echo Show AND a $100 Verizon gift card. I spent Hours on the Phone with customer support trying to get the 1st 3 boxes activated to no avail, having to repeatedly travel back and forth to the Verizon Store for New Boxes and also the UPS Store to return said Boxes. Finally on Dec 28th the 4th box instantly connected and activated like it should and has been working fine ever since. Now as far as the rebates, I was constantly reassured multiple times by Customer Service every time I called trying to activate all the boxes, not to worry I would get ALL the Rebates I was Promised. Never received any Notifications to Redeem any of the Rebates so I called Multiple Times and was told to wait a few Days for the Notifications to Appear...Nope, Nothing. Last time I called I asked to speak to a "Supervisor" and he came back and said the Xbox rebate was Invalid due to me Signing Up at the Store and not Online....WRONG, as I stated at the beginning, I Originally Signed up on the App, on my Verizon Phone. Due to all the Bad Boxes and HAVING to go to the Store Multiple Times for Replacements, they were trying to say I signed up at the Store. I told him the Whole story and convinced him that due to no fault of my own, I still qualified and he agreed, but they had no Xboxes in stock and I would have to wait but he would put it in my Account Notes. A Month later I have no word on Status or nothing on my Account saying I'm getting it. I did Finally get my $200 Amazon Card, but NO $100 Verizon Card or Xbox. Today I get a Text telling me it's my Last Chance to get my Rebate by 2/19/24 Link, which sends me to my Verizon Account App. where there is NOTHING to Redeem. Also, I keep getting notifications that " It's Time to set-up your 5G Home Internet" when its been Activated since Dec. 28th. I've been with Verizon for Quite a few years and never had to deal with Customer Service before, but with this Fiasco, I'm just about on the Brink of CANCELING all my Services unless this is resolved.

Verizon_Support

Oh, wow! Being on top of your promotions is vital, especially if you are having issues redeeming them. You have certainly been through ALOT! The last thing we want is for you to switch.

We sent you a Private Message, please review at your earliest convenience.

~Gilbert

MikeLeo19

I was told after about a dozen chats & calls they were on backorder back in December.
We finally did get ours.
What other promos were you offered?
Had to fight to get my Amazon card and am now fighting to get the $50 Xbox card!

copcar340

After chatting with an agent the other day in response to my Post, I was told that my request for the Free Xbox I was promised has been "Escalated" in my Account. I asked for some type of Written Proof, E-Mail, or something on "My Verizon" Account that Verifies what I was being told, She claims that there is no way to do that, so I have to take their word for it. As I mentioned in my Original Post, I did Finally get my $200 Amazon gift Card but I can't get an answer about the $100 Verizon Gift Card I was Promised when I signed up that was part of the Promotion also. At this Point I'll be Happy to just get the Xbox and be done with this. Between having to Pick-up and Return THREE 5G boxes before getting the FORTH Box to Work/Activate and Spending HOURS on the Phone with Customer Service getting said Boxes to work and Dealing with these Rebates, This has been the Worst Customer Service experience in my Life.

cjay222

The crazy part is how they give you the run around for what they own and sometimes can't even find the promo they offered but can find you RIGHT ONE TIME when the bill is due

cjay222

I got alllllll the way to the point I finally got a rep to order the Xbox but now it's just sitting in order status when I called they told me that they needed to put in an update ticket which is another week. I just want my Xbox and to get paid back all the days I wait.

Verizon_Support

@cjay222
wrote: The crazy part is how they give you the run around for what they own and sometimes can't even find t he promo they offered but can find you RIGHT ONE TIME when the bill is due

cjay222, We understand how important it is to receive your eligible offers and we would be glad to help. Are you having a current issue with a promotion that we can assist with?

-Andi

Theresaj221

I hope Verizon is taking care of everyone with this issue! I bought the qualifying internet service on 12/18/23. On January 24 I reached out to my sales rep, then was told to go ask at a second verizon store, then told he would forward to customer service. That never happened, so I called customer service on January 24 and opened a ticket to escalate. Called back 2 weeks later after hearing nothing and learned ticket was never actually opened - after spending 45 minutes waiting to speak with someone. The ticket was open by a very nice rep. She scheduled a follow-up call for 1 week later then cancelled it because she had nothing to report. The rescheduled a call for 2 weeks later. I switched to Verizon from Xfinity based only on the promotion. I told my 15 year old son the xbox would be a delayed christmas present. Do better Verizon! You reputation looks terrible to my family. My son asks me EVERY DAY if I've heard from Verizon. If we do not get the xbox as promised, he especially will never forget this- and will never choose Verizon as an adult!

Verizon_Support

Hi Theresaj221. We hear your frustration, and you have been very patient. We don't want your son to be disappointed and would be glad to check the status of the Xbox promotional offer. We are here to provide answers. Please reply to the following Private Message, and we will work together.

-Deb

becorrea

I had the same issue, I never had the option (APP/Verison Website) to claim the promised, What do I need to do? IO called and the customer service representative told me to wait 15 to 30 business days to get the Xbox or a gift card for $500, same with the $200 Amazon gift card, and for a $100 Verizon gift card, I need to redeem by my profile. Still, I don't have the option under my account to do it. Honestly, I feel cheated.

Ana O/ Benjamin C

nojoke734

I am in the same boat. I have been contacting Verizon customer service since January 3rd to get the email to claim my Xbox. Between calls and texts over 10 times, one of the chats I was in for over 8 hours and still no resolution. I've had escalation put in to no avail. I'm VERY upset over this, like the customers time isn't valuable. It shouldn't be that hard to honor an advertisement especially if you got a email on 12.31.23 that said you qualified for it and paid your first bill. I always heard Verizon was the best and so far its proving to be the worst, I hope they can change my view before I take my card off file and return the equipment.

Blindreaper696

I also am going through the same I’ve been told I’m a liar by the support where as the past months I have been informed I am correct they state to me mr.Alfredo we will get you the redemption via email I am still waiting and have not gotten any responses back it is making me very depressed as a Verizon customer I am very disappointed by the support I have had countless calls and hours put into this please help corporate Verizon

Verizon_Support

Blindreaper696, we're sorry to read that you haven't received an update regarding the Xbox promotion you were expecting. We'd be happpy to review your account and take a fresh look at the promotion, to help find out what's going on. To better assist, I'll be sending a Private Message.

~Izzy

nojoke734

I finally got my email with the promo code to claim the Xbox for free as promised. It'll be here next week. Verizon you kept your word and made me a happy customer

copcar340

Good for you, it must be nice. I've been fighting this for months and the last contact I had through here and the chat they said they" ESCALATED" it and I should have it in 4-6 weeks. Well it's been 6 weeks now and NOTHING! I originally signed up for the 5G Home Plus Internet Plan way back on Dec. 18th and was Promised a Free Xbox AND a $200 Amazon Gift Card AND a $100 Verizon Gift Card. Took over a Month and a Half and LOTS of Calls,Chats and E-mails to get my Amazon Gift Card, and STILL NO XBOX or Verizon Gift Card. This their LAST CHANCE before I CANCEL all Services, Home and Mobile!

Verizon_Support

copcar340, we'd love to take a look at the status of your Xbox order. We're giong to send you a Private Message so we can take a look at what's been going on.

~Jesse

Blindreaper696

How did you get support they reached out to me but then were calling me a lair

Ltortorella

I have only received a text that i was approved for the Xbox but no email.

Verizon_Support

Normally, once you have been approved it can take 4-6 weeks for you to receive it, but you will get a confirmation of shipping once it has been shipped as well. Let us know if you have any questions.

~Freddy

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