Xbox Promotion

[JM3899]

We have been incredibly disappointed in the customer service we have received. We switched over to Verizon in December and were assured numerous times that we would be receiving the Xbox with our new account. I was told I would be getting it in a couple weeks. That time passed, I called again and they said that yes, we were eligible and would be receiving within 2 weeks, but that a supervisor had to approve and we would be getting a call back. (Broken promise #1)

I asked if we could pick up the Xbox because at this point we got our friend to join (same offer) and they were able to pick up their Xbox next day. Customer service said that they were going to see what stores were available within a 20 mile radius for pick up. I was promised I would be getting a call back to let us know where we could pick up the Xbox  but never did. (Broken promise #2)

I called back again a couple weeks later (this time in January) and was told that we were not eligible for this promotion. I told them that we had been assured we were eligible and that I was supposed to be getting a call back about where we could pick up the Xbox. I was then told that it had to be escalated to a supervisor (which I had hoped for) for their approval. I was told I would be getting a call back about where we could pick up the Xbox, but again, never did (broken promise #3).  

I called again a couple weeks later to check on this and was told that we signed up for our account after the deal had expired. I told them again that we had been ensured we would be receiving the Xbox numerous times before this, and that all of the calls stating this would be recorded. Also, the friend we got to sign up for Verizon after us already had his Xbox, so that was also not true. They said again, they would expedite the process and that we would be getting a call on Monday (yesterday) about where to pick up the Xbox (broken promise #4).

I would like to note that 4 people have now told me that I would be getting a call back about getting our Xbox as “Verizon doesn’t break promises”. At this point, I don’t believe anything they say. Fast forward to yesterday, I called back because I again didn’t receive a call back (broken promise #5).

I was told that the promotion is no longer eligible and our request had been denied. I told them that we had been fighting this for 2 months already and that it’s not my fault that the promotion is expired now because it took too long for them to figure this out. I was offered a WiFi extender for free, which I said I didn’t want because we had already been promised numerous times that this would be taken care of and that we would be getting our Xbox. The person I spoke to yesterday said we would be receiving an email on 2/16 about this and that the request would be expedited. I told them that I didn’t believe I would be getting an email about this as they’ve already broken all of their promises, but was told there is nothing they could do until then. I don’t believe I’ll be getting contacted on the 16th, but am incredibly frustrated and distrusting of anything Verizon says at this point. We’re seriously considering switching back to our old provider because every time I speak with someone I get told something different and have our “promises” broken