Just went through an absolutely ridiculous experience over the last 2+ months. As a former Verizon employee, I am ashamed that this is what now goes on.
I've been a customer for 12+ years. Recently upgraded my phone, and went into the store to return the old phone. The sales rep told me that there was a new promotion that would allow me to get a second line for free, keep my old device (to use for the second line) and still get the upgraded phone at the original discount. I agreed. Then begins the nightmare... First, they didn't apply the promotion correctly, so the discount for the new phone disappeared. And second, the second line was discounted but still cost $10 + fees/taxes (~$16). I spotted that on the next bill estimate and called and was told since the rep was busy I should just call VZ main customer support line. Didn't like that I was being punted, someone else could have helped, but no. I asked if the rep can call back when free and was told ok. An hour later, I decided to just drive back in. The sales rep acknowledged the promotion wasn't applied correctly and that would fix the upgrade discount, and also kept telling me that second line was not yet free just because paperless billing discount was likely still pending (that wasn't the case, the bill estimate clearly showed the discount already applied). They corrected the device upgrade discount and said to wait 24 hours and both the upgrade discount and the second line's correct charge (expected to be $0) should start showing. Next day, device discount was not finally correct, but not the second line.
I called customer support and was told that the second line would not be free. I explained how the promotion was explained to me and she insisted that wouldn't be the case. However, she can apply for a loyalty discount of $20 which would cover the difference but takes a week to approve and promised me a call back. I was also told that this discount would be permanent.
A week later and no follow-up call, so I called back. The new agent confirmed line would not be free, the loyalty discount request was still pending approval and there was no ETA. He then said if I could go into the store, he would call me at 12:30 next day, the sales rep in the store would have to confirm that the second line was promised to be free for me and then he can address it on my account (not sure how). He then happened to mention that it can take 1-2 billing cycles to apply after approved. Great, wasn't told that before. Another promise not clearly explained. So I asked to speak to a supervisor. I was left on hold for a long while and eventually the line disconnected. I got a message that I will get a call back, never did.
I still went to the store the next day at 12:30 per his request (3rd store visit at this point), never received a call. This time I spoke directly to the manager and expressed frustration over what was a simple upgrade deal I had signed up for turning into this nightmare that no one had yet resolved after 2 calls to customer support and 3rd visit to the store. She reviewed everything, again pointed out that it must just be that paperless discount wasn't yet reflecting for second line. I showed her that was not the case. She then looked up the original promotion and confirmed that the line was supposed to be free. I asked to see the promotion and she gave me a screen print (apparently they don't have these in a format they can share with customers). She said they often see charges and promotions not reflect accurately until the actual bill generates which was a week later. So I should wait until then, and if the issue still persists, to come back. Well, I was traveling out of country. So she gave me her card to call her.
Unfortunately forgot to pack her card with me on my trip. But regardless, once the bill was generated and still did not reflect the correct discount for the second line, I looked up the store's info and called the main line. Over 4 days. 15 times. No one answered. So you know, this is the line I had called earlier in my saga and was answered. Frustrated, I finally called VZ customer support again. Over an hour and 3 agents, the first 2 somehow just putting me back in queue after explaining everything, the 3rd agent finally took pity and tried to help. He was from the rewards/loyalty team and offered a $20 discount (10 for each line). But this would only be for a year. Then I would have to call back after a year and see what promotions might be available. WHAT?! I told him I'm not spending any more time on this so then he offered a $10 discount on the second line for the full 3 years lock-in period. After that, the line is now almost free ($4).
First, I'm not one to spend this much energy and time on $20 / month offer, but at some point it just became a matter of principle. Second, through these interactions, I asked at least 3 times if I can just go back to my original upgrade offer and not take the second line. No one entertained that option (very keen to sell lines I guess). Third, not one person has bothered to investigate how the store is selling a promotion that is inaccurate or whatever else the issue is. Finally, I don't understand why I had to go through so many visits and calls to get this resolved, including follow up calls that I never got.
HUGE DISAPPOINTMENT! Is this really what passes for sales practices and customer service at Verizon now?
