Another XBox Promotion Issue

[thoma011]

I saw ads all over the place last December about the "Free XBox AND $200 Amazon Gift Card" promo if you switched to Verizon 5G Home Internet. I switched from AT&T on 12/26/23 and was told when I picked up the equipment at a local Verizon store that I would need to wait 30 days to activate the promotional items, and would receive an email about how to redeem. I have not received that email, so I went online to chat with Verizon customer service (which are normally excellent). 

After much typing and waiting, I was told by "Ben" that this promotion "didn't exist" in December, and that all I was eligible for was the gift card OR an Amazon Echo. I explained the promotion again, and was told multiple times that I was mistaken, and the promotion was not a real thing. 

I sent links from this community forum showing how others have had similar problems redeeming this, and was still told that the promotion did not exist.  Then I was told to "just call the place you went to and see if they can help." 

To say I'm upset is an understatement.  I am stunned that it seems that Verizon pulled a "bait and switch" with this, changing the promotion before people can redeem it.  I have never had such bad customer service. I saw multiple posts of people using this forum to get resolution, so I'm hoping Verizon can step in and make this right. The promotion was a pivotal factor in switching, so this is highly  disappointing. 

[vzw_customer_support]

Hello thoma011, we're sorry to learn you're having issues with our promotion. We want to help as much as we can. Were you ever able to redeem the promotion via your My Verizon tiles? If so, what happened? 

We will gladly provide you with some steps that have helped others in redeeming the promotion. If that doesn't work, don't worry. We have the ability to escalate the issue so that you can claim your promotions. 

~Ivone

[thoma011]

The only tiles I saw were for the Amazon card. No other tiles were available. I redeemed the gift card, but still getting no resolution otherwise. 

[thoma011]

Now I'm being told that my activation date was outside the promo dates so I have no recourse?!?  I verified with Verizon customer service on 12/26/23 that the promo was valid and they helped me sign up. Why would they tell me this if they knew the activation date was not valid? 

[vzw_customer_support]

Here are the steps for the Xbox redemption process that have helped other customers. 

1. Sign in to My Verizon (make sure you do this on the website not the app).

2. Navigate to the My Verizon account page.

3. Click on Get Xbox Series X on us redemption tile under "Make the Most of Your Plans".

Result: The customer is taken to the page to redeem the Xbox Series X.

4. Do the following under the Xbox Series X console redemption tile:

Review and accept the Terms & Conditions by checking the box.

Click Select.

Result: You are taken to the Cart with the Xbox Series X console with the promotion applied and the price of the Xbox Series X console is shown..
5. Select Shipping information.
Note: Delivery of the promotional device may take up to 6 weeks. Advise customers that paying for expedited shipping will not decrease this shipping time frame.

6. Submit order.

~Ivone

[thoma011]

I don't see that tile at all. I only see Amazon Home Offer is Ready (which I already redeemed) and a tile to "Get Exclusive Offers on Accessories from Verizon Up."

[vzw_customer_support]

No worries, we can go ahead and escalate this issue for you. We will be sending you a private message to further assist.

~Ivone

[Stryder17]

I have received the same exact issue with Verizon on every time I’ve talked to them about the Xbox  series x and Amazon gift card promotion I’ve gotten different answers each time from several different representatives and it is now almost the end of January and I still have not been able to redeem any of my promotion.  I just want what’s promised to me so come on Verizon help me out here. The tile isn’t on my Verizon app 

[vzw_customer_support]

Hello Stryder17, we're sorry to learn you're having issues with our promotion. Were you able to redeem the promotion at any time? Do you have a submission ID? Please provide us with the details of your situation. 

~Ivone

[Stryder17]

Submission ID for what? 
I ordered the 5g home internet in December for the promotion of the Xbox series x and 200 dollar gift card or the Amazon show 10 and it said after internet was active i would get an email on how to redeem my promo items. I have yet to receive the email on how to redeem any of those items and I’ve spoke with several different reps and I keep getting different answers as to why I’m not getting an email. One said I had to wait 60 days to get the redeem code and the other said I would get an email in two weeks but on the promo it said it had to be redeemed within 60 days or I won’t get the products 

[vzw_customer_support]

Stryder17, if you qualify for the Xbox promotion, you will go into My Verizon (I recommend via browser) and after signing-in, you'll see any qualified offers under the 'Make the Most of your Plans' section. Both the Amazon and Xbox offers, are located there for the 5G Home purchases during the holidays, with the requirment for the Xbox is that you purchased your 5G Home via our website (no such requirement for the Amazon promotion). Please sign-in to My Verizon and see if the tiles to redeem the offers are there. If not, please let us know. 

-John

[Stryder17]

That’s what I’ve been told before and it’s not there on my end but one of the reps told me once that they said it was ready for me to redeem on their end and that I should be able to redeem mine but it’s not there for me 

[vzw_customer_support]

Thanks for checking, Stryder17, We can help with your promotion. So we can best assist, we will be reaching out via Private Message.

-Lauren

[Stryder17]

Ok I’ll be waiting for a message 

[kiddunn7]

be careful on talking to any representatives about this promotion or order. Apparently, if you speak to a representative that invalidates the promotion of handling it online by yourself.

[Stryder17]

Thank you for the heads up. 
they ain’t gonna do that to me I’ll make sure of it 

[vzw_customer_support]

Thank you for the details. We're sorry you have not received anything from the gift card, but if you were able to redeem it, we're on the right path. It is taking longer than we expected to get a response for the gift card. Submissions are normally reviewed within 5 business days and gift card promotions may take 4-6 weeks to be fulfilled.

~Ivone

[thoma011]

I redeemed the Amazon card just fine and have the tracking number

[kiddunn7]

I had a similar experience with Verizon regarding the Xbox.

I ordered the Home Internet on January 2 and  followed the rules very carefully knowing I had to do everything online. I did call Verizon to  ask how I  was to redeem the gift card and the Xbox, as the details were not clear on that aspect  and at that point, “apparently”  a sales agent jumped onto my order to appear as if I called and ordered the Home Internet via live agent instead of online as the offer had indicated. 
I did receive the Verizon, the Amazon $200 gift card immediately that did not know how to redeem the Xbox, nor was it clearly written.

I did Everything online myself, but I guess calling to ask a but I guess calling to ask a question locked me out of the promotion and a deceitful agent claimed  commission on a sale they did not initiate. 
The rules were pretty vague. I have a picture of those.

After being a customer with Verizon, and all its previous affiliates for the past 40+ years, I’m very disappointed in Verizon and how this so-called promotion, was done. It promised all these offers but was not complete or clear on how to redeem them, so by making one phone call, if that’s what happened they can’t tell me, to Verizon with even a simple question would invalidate the promotion. 

I will be canceling when  my 180 days is up. I also have 5  lines of service that are not in contract that I will be taking with me in the 180 days.
I have had Verizon for a long time and have been very satisfied with their service but, if this is the company they have become, I want no  know part of it.

[vzw_customer_support]

Oh, no! We are truly sorry to see you in this dilemma. Before anything thanks for your 40+ years of loyalty to the company, Verizon appreciates your business. Having questions about claiming, redeeming or checking the status of your Amazon Gift Card from the 5G Home Plus Promo offer? Here are some notes, or steps to take that can help:

1. The redemption process begins upon the activation of your qualifying 5G Home Plus Plan.
2. - Once activation is confirmed, qualified Home Plus customers will have a notification tile within your My Verizon Online / My Verizon app after logging into their account.
3. Upon redemption, Your eligible Gift Card will be delivered electronically within 24-48 hours.
4. - You can check your redemption status at https://www.yourdigitalrebatecenter.com/#!/check-my-status
5. Qualifying customer may also want to check their spam folder for the below Subject and Sender:
6. - Email Subject: Your Gift Card has Arrived
7. - Email Sender: YourWirelessRebate@YourWirelessRebateCenter.com
8. If you still have questions about your gift card redemption, status and eligibility, please let us know, so we can further assist you.

For other Verizon Gift Card Frequently Asked Questions, please visit our FAQs at https://www.verizon.com/support/gift-card-faqs/

~Gilbert

[vzw_customer_support]

Regarding, your Xbox Console Redemption:

- Upon activation of 5G Home Internet with the 5G Home Plus plan, qualifying customers receive information highlighting the promotion:
* In an email with the eligible redemption date
* As a tile on My Verizon Online / My Verizon app
- Redemption is available immediately after activation for the Xbox Series X.
- Customers have 60 days from this date to redeem the offer.
- The final day to redeem is listed on the tile under "Make the Most of Your Plans" on the My Verizon Mobile account page. 

Actions:

1. Sign in to My Verizon.
2. Navigate to the My Verizon account page.
3. Click on Get Xbox Series X on us redemption tile under "Make the Most of Your Plans".
4. Do the following under the Xbox Series X console redemption tile:
 A. Review and accept the Terms & Conditions by checking the box.
 B. Click "Select".
5. Select Shipping information.
6. Submit order.

Let us know if this information helped.
 

~Gilbert