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Verizon not honoring 1GB promotion

I purchased my IPhone 6 in store on 9/30/14 to meet the 9/30 promotion deadline for the 1 free GB. The store rep confirmed that since we made our purchase before the end of business that day we were entitled to the promo. We had not seen the promo added to our account however I waited till we activated the phone thinking that activation would be needed to trigger the system to add the GB. The phone ended up being on backorder and we received the phone today and immediately activated. To my surprise the GB did not show up. I immediately called customer service asking why the GB was not activated even still to which I was told by the rep and then again by the supervisor that the promotion ended and there was no GB to add for us. WHAT???? He said his hands were tied and the most he could do was offer us a $50 inconvenience credit. I said thanks but no thanks.....Verizon advertised the promotion, and no where does it say anything about 9/30 being the end activation date. I am publishing my complaint here, writing to Corporate and if Verizon is not a company who follows through with their commitments to their customers then we will be looking for a new company to do business with.

Comments

cuddyg25

I have a similiar issue with Verizon. They totally did an illegal act of bait and switch on alot of customer. No one can resolve the issue and is nearly a month for me. Wasted hours of my time on the phone and going to the store.

deb2too

I been reading about customers having nothing but complaints and problems. I preordered my notes 4 and received it this morning. Was also told I would receive promotional 1gb. Activated phone played around with it. No free 1gb promotional data on account. Called customer service she apologized for inconvenience and give me 2 promotional gb instead of just the 1gb. When I call customer service I keep in mine catch more bees with honey than vinegar.

I'm just saying.

Rodenbach

With all due respect deb2too, your comment about vinegar versus honey is misplaced. Facts are facts. The 2gb promotion is valid for only 1 year whereas the 1gb promotion was offered for 2 years. So this is, indeed, a bait and swtich. I ordered my new iphone 6 with Verizon on September 30 (the last day of the 1gb promotional period). Prior to purchasing with Verizon online, I called customer service in advance and was specifically told that because the I-phone 6 was currently out of stock, anyone ordering the phone by the 30th (with a credit card) would receive the extra gig for two years.. So I ordered the phone with a valid credit card and received a confirmation e-mail from Verizon that specifically confirms the extra 1gb for 2 years. Yet when I activated the phone, the data wasn't added. I then called customer service again and explained the situation to a customer service agent. He apologized, sent an internal e-mail/message to another group within Verizon, and I was told that the extra gig would show up within a week. One week later, no extra gig. So I called again and spoke with a different customer service rep. Once again, the agent apologized, reiterated that I was entitled to the extra gig, and another e-mail/message was sent. One week later still no extra data. I spoke with two other agents today (was put on hold for at least 30 minutes) and was told that another request would be submitted, but that there's only a 50 percent chance that the extra gig will be awarded. It's worth noting that I was out of contract when I took advantage of the promotion and I was induced by it to lock into a new 2 year contract. If I'm expected to hold up to my end of the bargain, then Verizon should too. I shouldn't be forced to accept 2gb for 1 year when I purchased 1gb for two years. This treatment of a customer is unfair and unethical. I hope that Verizon does the right thing here.

Verizon_Support

Thanks for the detailed explanation Rodenbach! I see that you called us today (as per your post), and another request was submitted for the promotion in question. Please allow that request to be completed and let us know the outcome. We can certainly take a second look at your account if that request returns as denied.

AntonioC_VZW Follow us on Twitter at www.twitter.com/VZWSupport

jfrolova

I contacted Verizon on Oct. 13, 2014 about getting my phones upgraded, and getting my plan cost reduced. At the time, I had one smartphone and three regular phones on a family plan, and after expenses, I was averaging $200/ month for 1400 minutes and 2GB.

I was advised that due to their current promotion, I can get 1GB per every new smartphone I get. The rep advised me that I can get 250MB for $15 and get 3GB for free, giving me a total of unlimited talk/ text with 3.25GB for $165/ month. He told me to call in once I receive my phones, and change the plan.

I ordered 3 iphones, and finally received them on 10/28 (even though the 5C's where in stock, they waited to ship them with the 6, even after I called and asked for them to be sent separately). I also used my upgrades for these phones, extending my plan by 2 years/ line, and paid $30/ line activation fee. I activated them on 10/29. When I called to change the plan, I was switched to 4GB on more everything plan. I spoke to several reps (original rep was Fred), and they advised me the promotion I was originally advised about on 10/13 actually expired on 9/30, and there is nothing they can do. They (rep's name was Sparkle) offered to throw in 2GB for free, even though I advised them my goal was to reduce my bill, as was my original intent.

They are sticking to this, even though I have a copy of the online transcript from 10/13, and they were able to pull up a copy to verify this.

This is mis-advertising, and pretty much illegal.

deb2too

I hope you can get this straighten out and receive the gb's you were told you are entitled to receive. I only suggested the approach that works for me. I have no doubt that the honey approach has got me a total of 3 promotional gb's. I meant no offense to you when I suggested the honey theory.

Rodenbach

Thank you for your response Antonio C. I spoke today by phone with another Customer Service representative from Verizon and was told that my request to add the extra GB for 2 years was once again denied. I was told that the extra GB can't be added by Customer Service because a "code" doesn't exit that would allow the rep to apply the data to the account since the promotion "expired" on September 30. According to this latest representative, the request to have the extra GB added should be directed to Verizon's "corporate" department (which will be noted on the account). I was asked again why I wouldn't accept the "superior" offer of 2 gigs for one year, and explained that I have never exceeded 2 GB of data in any billing period. I don't need 3GB of data (1 + 2) for

1 year, and it is much more beneficial to me to have 1 GB on top of my current 1GB plan for 2 years (i.e. 2GB for 2 years) rather than to receive something that I will never use or wanted. All I'm asking for is receive what I actually purchased, and for which I also received a confirmation e-mail from Verizon. Multiple Verizon reps have told me that this is what I'm entitled to, but they have had no luck in getting this request internally approved. Can you please look into this further for me? I really don't understand what's going on at this point. Thank you!

Maddening

Yes, I too have been duped. In the Springfield, Virginia Verizon Store at 6432 Springfield Plaza, on September 22, 2014 I upgraded 3 phones that were no longer under contract. It was clear that I would not receive or activate the new phones until they arrived on October 14, 2014, Not one, not two, but three store employees assured me that I would still receive 3GB of promotional data over the life of the new 2 year contract (1 Gb for each phone) if I made the order by September 30, which I did. I've been wary of Verizon since my previous upgrade in 2012 because I lost my unlimited data plan because Verizon failed to tell me I would lose it if I upgraded. So when I entered that store on September 22 I made sure that I would not be burned through Verizon's omission and made sure I was thorough about what I would and wouldn't get as part of the upgrade.

Just as other reported, when I received and activated my phones on October 14 ... no promotional data. I called the store and they said they would do me a "favor" by giving me 2Gb of data for one year. And to make up for the other 1 GB of data they tried to convince my wife to buy another 1Gb per month, which we would have pay for. I thought this was nonsense and insisted they make this situation right. Of course they told me there was nothing they could do because the phones were activated in October, even though the folks at the same store told me otherwise on September 22.

So after getting no where with the store I called 611 and talked to customer service, who assured me the situation would be remedied in 2 to 5 business days. I waited 5 business days and called back just to be told that the order had been denied because the customer service rep entered the wrong number for one of the phones; I was told that the problem would be corrected. After another 5 business days, still no resolution, so I called the store. The employee said he would look into this and call be back in an hour. A day later came and still no call.

So at this point I've given up. I don't have endless hours to convince someone to give me something I was promised as an incentive for upgrading and renewing my contract. I'll bite the bullet and pay the fee to get out of the contract and I will eventually get rid of my Verizon Fios TV, Internet and home phone. If I am expected to pay my bill in good faith every month I expect to be dealt with by my service provider in good faith also. Its apparent that that's not going to happen.

OK, I've vented. I don't expect Verizon to make this right at this point; its clear they wont... I just wanted to speak my peace and make sure that others deal with Verizon with eyes wide open. I've been burned twice-- that's about all I can take.

Rodenbach

When checking my account this morning, I noticed that the promotional data was added. While I am disappointed in how my purchase experience unfolded, I will acknowledge that at least my issue appears to have been addressed. Thanks to all on this thread who helped make that happen!

Verizon_Support

jfrolova, I understand your concern with the plan. We want you to enjoy your new phones and be on the correct plan. Please follow me and send a Direct Message to look into plan options.

AdaS_VZW

Follow us on Twitter at @VZWSupport

kard

I have spent hours and hours since mid September getting an upgraded plan, upgraded phones, upgraded line only to have all reps tell me something different and having to look back over hours and hours of conversation notes to piece it all back together. My latest episode was absolutely maddening. I ordered 2 iphone 6 on 9/24 and was told the gold would ship around Oct 11 and the silver would ship around Oct 24 ... by Oct 15 I hadn't had any shipment notifications or package arrive so I called in to find out that nothing would ship until the last phone was available ... they were holding up both upgrade lines until both phones were available I guess so they could save on shipping???? Really???? After spending an 90 minutes on the phone with a rep, his hold music, and his manager, the final decision was to cancel both phones, place a reorder, and then jump the queue so I could get the phones shipped when ready. What he didn't tell me was that they weren't going to honor the GB promotions I received when I ordered the phones on 9/24 - either that or the rep was so new and untrained that he forgot to add that to my order. Here is is Nov 2 and I am still trying to get this straightened out after 4 cases were opened and requests sent to supervisors/managers, and still NOTHING!!!!

If verizon is going to try to compete with some of the promotions their competitors are offering in order to keep their long-term customers then they need to train their staff on the promotions so that everyone is communicating the same story and they need to honor what they are offering.

I truly feel deceived.

Verizon_Support

Hi Kard,

It saddens me to hear of the difficulties that you are experiencing with making sure the correct features are on your account! I have sent you a private message, please respond to make sure resolved.

Thanks,

Pamelf_VZW

Tweet us @vzwsupport

curendero

I purchased a iPhone 5s based partly on the 1 GB promotion. When I check my status online, it says that the offer expires after a year, not two years as per the ads and what the sales person said. I have done a chat with Verizon rep, who said that the promotion was only a year if I was not already on the More Everything Plan. Implication is that I did not read the fine print and that I should be happy with what I got. This rep admitted that the ads were not clear, and did not provide anything in writing to substantiate my situation. This is total bait-and-switch marketing. I expected that promotion to run for two years as per everything in writing on Verizon ads as well as what the salesperson said. I cannot find any wording anywhere that this promotion was only for a year for a new purchase of phone and upgrade to the plan.

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