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Revoking offers

I had an offer in my account for up to $1100 off iPhone 17 family with unlimited plus on each of my 4 lines. I verbally verified the offer on the phone and while the rep hesitated at first as the offer is usually with unlimited ultimate, he did confirm both were there. When I asked when the offer expires he told me 10/27. So, I spoke with my family and we were set to at least upgrade on 3 of the lines and went in to place the order and the offer was gone. I tried to chat and was told offers change always and expiration is unknown. I reiterated I was specifically told it would be there until 10/27. They wouldn’t do anything. This is just another disappointment after recent outages. Th not honoring their word will cost business. I know will need to even more seriously consider switching. I hope this isolated but I fear this is just the way business is done now. I also looked to file a FCC complaint, but with the shutdown they won’t even take complaints on their website.

Comments

Verizon_Support

We sincerely apologize for this frustrating experience with the promotional offer; we always want our loyal customers to have the opportunity to take advantage of our best deals. Since these targeted offers are system-generated without a set end date, we are reaching out via Private Note to review your account and see how we can best assist you with this.

-Christy

Blake460

I think the point has been missed. If it just disappeared then that’s the luck of the draw. However, I spoke with a rep by calling *611 and was told that offer would be there until 10/27. That’s the point is that Verizon confirmed that offer would be there an then go to pull the trigger on the offer 5 hours later and it’s gone. It’s the dishonesty that’s a bigger issue. If I knew it could disappear any moment I would have been more proactive with my family to get it to happen.

Blake460

I feel it’s important to update the forum. The private conversation only told me I was wrong that the offer wasn’t there. It was ignored to try and pull the call. I put in a support ticket and after over an hour text conversation and asking no less than 3 times for the call to be pulled, it was finally agreed to be escalated and to have the call reviewed but would take 3-5 days. Responses were clearly all scripted and wasn’t focused on what was being said just quoting what scripts were available. I say this to help educate the public on the interactions and for Verizon to learn to educate their reps to not further frustrate customers. The agreement to escalate and review the call should not have taken more than 5 minutes to agree to but has taken about an hour and half over 3 sets of conversations and still needing to wait 3-5 days for a response.

Blake460

It’s now been 12+ days. Finally yesterday one of the lines was honored. Still 3 to go and the one line was after 2 1/2 hours on the phone. I e spent upwards of 15 hours on the phone, support, chat, etc. still no solution in spite of at least 2 reps now admitting I was given wrong information by Verizon. Can someone at VZ please help resolve this? Support ticket timeframe is 3-5 business days I was told, but we are in calendar day 13.

JC1970

This seems about right. I outright bought my IPhone 17s. I got them before deciding on a new provider because Verizon has had zero service and no gps for the last month where I’m working. Not they tell me I’m stuck here for 60 days after I activated the two phones I own even though the lady that did them said nothing about this rule at the time. Two tickets later and I have 3 weeks to go and then I can cut ties with Verizon after 12 years with them

Blake460

Unfortunately this seems very fitting.

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