Hi,
I joined Verizon in early August and was offered a chromebook as a promotional offer. The chromebook was a big selling point for me since I really could use a laptop (I have a PC). The agent never told me there would be a 65 day wait, which was one of the many reasons Verizon has been a pain from the start. I reached out in September to an online agent where I was told there was a 65 day period that my account must be in good standing, and I would be eligible 10/12/2023. I told the agent that the chromebook is not on my pending offers, whereas the other offer that needed 65 days was listed. He assured me not to worry and that they have it in their system that the chromebook is on there.
Fast forward to 10/12, I receive an email to redeem the other offer, but not the chromebook. I reached out to the agent where she told me that I need to wait 65 days etc. (they all say the same thing, which is so frustrating because it shows they are not really doing the due diligence). After explaining to her that it had been 65 days, which is evident by the other offer being ready, she said she would escalate the issue internally and I would have a resolution in 5-7 days.
Well, 10/19, I reach out for a status update, and shocker, the agent has no clue what I am talking about. She tells me the same message of having to wait 65 days etc., but I shut it down quickly. She said that the previous agent never filed the claim internally. She ensured that she and her manager will do it correctly and I will NOT have to contact verizon again. She even gave me the conversation ID to ensure that there would be no hassle.
10/22 I receive an email that an offer is ready, and guess what?? No pending offers are ready.
10/26 (tonight) I reached out again to chat, gave the conversation ID, and guess what the agent says?? I must wait the 65 days and the chromebook was on hold. I immediately told him that he did not read the conversation or else he would know that there is an internal claim about this very issue. I asked to speak to the supervisor, where they also told me the same information about having to be eligible. Again, I described that I am eligible, I am in good standing, I never miss a payment, and it has been 65 days. They proceed to tell me that I have to wait until 11/12:
"Once we have received the recent bill payment they will release the Chromebook offer and then you will be able to redeem it.
The autopay for the current bill is on 12th of Nov, once its done you will get an email from us to redeem ."
This agent guaranteed that I will receive the offer after 11/12 (after 95 days of good standing)
I am heated at this point for many reasons. First, the principle of promising an offer and then making it extremely hard for people to get solutions (even if there was an internal issue; I get it, things happen). Second, the lack of communication internally. I have repeated myself to every agent. I even had an agent tell me that there was no Chromebook offer on my account. Third, pushing this issue to the "internal people," but not having any way to communicate with them or get a status update is disingenuous. Also, even if there is an issue and I can no longer get the chromebook, Verizon has made no attempt to compensate me for the fraudulent promotion. I have been expressing my issues since August, and the only thing I am told to do is wait. I was told cases were filed when they were not, which is again, disingenuous. I do not know if they think I will stop reaching out if I do not get an answer with enough time, but I am persistent. I also have the offer written in writing, and I will pursue this issue out of principle.
This experience has been horrible.
I was fed the same line about paying. But then another agent told me it was a problem on their end. I was contacted about it here, and they sent me a link for a chat with a rep.....who told me that they couldn't handle Fios accounts.
This whole thing is screwed up.
Yea, it really is messed up.
I ended up calling Verizon and they credited me with a $350 Verizon gift card because they mistakenly exchanged the offer for another one.
Same issue here, keep getting the same run around, they said they will escalate it an open a ticket. No ticket number, no emails. Their chat service is horrible, its always better off calling them. When on the phone they can at least help. And yes this is beyond frustrating,
avgamerican_117 We want to make sure that you're getting the promotions you're eligible to receive. We'll be sending a private note. ~Peter
As I pointed out above, the chat support I was sent to said that they could not resolve Fios issues so I imagine the result would be the same.
I'll also point out that the issue has been resolved.....maybe.
I called a number and got a hold of a person who said I would be issued gift cards instead of the Chromebook offer. But the promised email with the redemption codes never came....but the Chromebook Go offer suddenly started working. So I used that.
I supposedly have a shipment coming but I won't hold my breath.
Can I please get a “private note” for the same issue? I keep hitting dead ends.
Yeah same thing happened here since September I have been with them and they did the exact same thing to me and I just got off the phone with them and they gave me $350.00 in Verizon gift cards so that I could purchase the Chromebook online so when I try and checkout even for the PRE-PAID VERSION they are still trying to get me to pay for a plan as to which I already do currently have a plan through them that my insurance pays for me as I am a stage 2 cancer survivor. well I digress, so anyways just got off the phone with them not even 10-15 min ago and they told me that they were not able to just sell me the item without a plan?!?!?? How does that even make sense and that was the "SUPERVISOR" that I SUPPOSEDLY talked to well anyways it still goes unresolved to this DAY!!!!!! ONE IRKED OFF CUSTOMER BOUT TO CANCEL MY INTERNET WITH THEM AND TELL EVERYONE 👀 KNOW HOW AND WHAT THEY DID TO ME AND YOU THEY AIN'T WORTH THE HEADACHE 😔 MAN 👀 HATE CORPORATIONS HOW CAN THEY DO THIS TO US "LOYAL" CUSTOMERS 🐂 POO IS WHAT 👀 AM CLAIMING
We definitely want you to get the offer you're eligible for. Was the offer for the gift cards or the Chromebook? ~Peter
My original offer was a chromebook, but I was compensated with gift cards.
That really stinks!! Please escalate further; I don't understand. The lack of professionalism is insane.
Congrats on surviving cancer. that's huge
@Rwrollick wrote: I have had the EXACT same issue since August. Please let me know if you have found a way to resolve this. I would have taken $25/mo pric e that had no promo gift instead of the $35/mo with promo gifts, if I had known the promotion would not be honored. What on earth is going on here??
Rwrollick, I'm sorry that you've not gotten a promotion. Naturally I want you to be able to get anything you qualify for. Can you share more on what promotion you've been unable to recieve, and has there been a reason shared as to why? Just so I can get a understanding of what's been happening.
-John
I signed up for Verizon home internet, August of last year. They were offering $25/mo or $35/mo with a Chromebook & $100 Samsung gift card or an NFL ticket package. I chose the $35/mo plan and then followed the prompts, through the app, to select and claim my promotional gift. I chose the Chromebook/gift card option. After a couple of months, I checked in and was told to wait another month or two. In February, I spoke to an in store rep who called customer support for me. They said I would receive an email within 5 days. I never did. I called in March and was told a supervisor would call me back that day. They never did. At this point, just switch me to the $25/mo plan, that didn’t come with any promo items -_-.
Thank you so much for that information, Rwrollick. We're truly sorry to hear that we haven't followed up as promised. We'd love to take a closer look at your account, and help turn this experience around. To best assist, we'll be sending a Private Message.
~Izzy
Good morning fergumi. We are not here to give you any runaround. You have invested valuable time and deserve solutions. No more frustration. Let's work together to review the promotional reward and move to the next steps to ensure you do receive all eligible promotional offers. Please reply to the private message that will follow, and we will get into your account specific information.
-Deb
Exactly!! My brain it seriously boggled. It took me almost 8 months to get a resolution and the best I could get(I turned down a $200 gift card for a Chromebook…. Who in their right mind would take that, when the whole promo was about you not paying extra for one?) was that I had them take me down from the $35 5G Plus internet with promotional gift to the other offer that was offered at the time, $25 5G for 2 years. My internet speed hasn’t changed and now I pay $10 less dollars, so I guess that’s a win… however, they told me to wait and see the change reflected on my bill. A month later, it still hadn’t shown and I had to call AGAIN.
I have sworn to never ever purchase another device from Verizon…. My phone and watch are 3.5 years old. I will be going to Apple and/or our local preowned store for my devices.
I also think that it’s worth mentioning that, from August to March, I was just told to wait on the Chromebook. It wasn’t until March that they told me I had never selected my offer, which I definitely did. Somehow, it took them many months for them to tell me I wasn’t even going to get it. This is what bothers me the most.
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