Complete Nightmare, never sign up through chat

[cdatee]

I made the mistake of ordering through chat. They were christmas gifts, it was cyber monday, I was tricked into believing the promotions would be gone in a hour. So I ordered unprepared, but was assured by the agent that they could be fixed later. It has been complete nightmare since then, he did absolutely nothing that took an extra step, this is, at the very least, my 40th hour spent on this. I have everything recorded. It has cost me so much more than the promotions offered, I am totally screwed on a project next week. I think it might have been finally fixed by an agent today, but the only thing in writing was an email we received literally telling us we lost our promotion. And I dont really liked how confident he sounded.

Also wanted to add a watch and ipad, and was practically harrassed about it everytime I spoke to an agent, but I wanted everything fixed first before I did anything else. Finally, when I want to add it, I get a "I dont know, I dont know if I can do it for you" "But give me a moment, while I do something very special for you". Literally this whole thing could have been in 5 minutes if I checked out through your website, but I have had to waste so much time and be so grateful for things you have advertised to everyone, and advertised as such because its absolutely not worth it to switch otherwise.  Then you guys act as if youre doing me a favor. And its just contrarians, everyone I speak to. Basically "you want this, so I dont want you to get that and instead want to win here." Hilarious, I knew the moment I asked to get the watch something would come up. 

But anyways just as an example of what I've gone through, today, end of day, Im trying to add the watch, and agent has to have me contact the fraud department for the second time, it took me 8 hours to make a order on christmas eve mostly due to fraud. I call the fraud deparment, after 30 minutes of a bunch of non sense, she asks for my ID, I have to run and get it, I get it, I cant take a picture with my phone because im on the call, have to get another phone, have to figure out how I can send it since email isnt set up yet. Finally only maybe 2 minutes have passed, shes sounding more angry, all I say is please dont disconnect," I've had 40 call or chats with you guys in the past 5 days, 35 have been disconnected when you guys found the simplest excuse". She then goes, Im disapproving this. I'm literally attaching the photos to the email. I say wait, shes says no im dissaproving and would not say anything esle, just sorry sir Im disaproving and you have a wonderful day but in an very angry voice. Par for the course.

I'm just done, Im probably returning by the 14th due date, unless I can get you guys to confirm everything that has been promised. Nothing special, just literally the same deal I would have got if I checked out on my own.

[cdatee]

The deal is just the basic free iphone 16 pro, watch, tablet w gift card for switching. I likely, got none of those deals. All promised, I had the original sales agent confirm mutliple times. Later learned he didnt even take the time to do the gift card rebate. Took about 8 hours to get that fixed, that is if i trust the agent and they actually pay out. Had I checked out by myself, it would have been clearly in the order details. 

Took 3 literal days to get the trade in done. Again supposedly done. Literally a good 20 hours to get an agent to take all the imei's, submit them ect. And actually finish. Took the agent a hour and a half who finally did it, I was on conversations that were at the 1 hr 15 minutes that were discnnected, And Im talking about a hour of actually talking to the agent, not getting to the agent, which would take a hour itself to finally get transferred.  My first attempt at doing all this was 2 days after christmas, it is now the 3rd of january. All these days lost. I would not waste my time writing all of this if it wasnt so small on the grand scale. 

And all I got is  an janky email for a link to a label that does not work. Thats it. That took 13 hours, no joke. 

The other half the of the promotion, the $23 credit for signing up, was literally removed from our account by the agent, so now as where I was at least only paying $5 without trade in, I'm now paying the full $28.

The watch and ipad I suspect will put me through more torment and will most likely not get, because I actually want it, instead of telling them not right now.  Thats after I spend 3 hours again unlocking my account. 

[vzw_customer_support]

We are sorry to read that you had this negative experience with your order, as this is never what we want for you. If you are still having issues with your account, let us know, and we'll be glad to help out.

~Freddy

[cdatee]

Yes, of course. This is hour 51, why would anything change? This has been an absolute nightmare, I only described half of it. I have on recording one of your agents telling us how your sales agents commit fraud daily and laughed about it. Again, i wasn't getting some secret deal, I coukd have got it on my own. The sales agent just decided to do nothing except buy the phone. And your customer service is absolutely non existent. 

[vzw_customer_support]

Thank you for checking back in with us. As the promotions take 2-3 billing cycles to appear can you please provide some clarification as to where you're seeing you're no longer eligible? 

-Melissa

[cdatee]

Yeah, hour 54, can I please get some help. Please, let me speak to a higher up. 

Was harrassed about getting the free watch for days, I told them "yes after I fix everything, no reason to get more if Im returning." At least twice every phone call. 

Finally, I think everything is fixed on the account, I try and get the watches, and the agent says she has to do some special promotion correction for me to get it for free. Said to call tommorow if I want another watch.

Family members wants one, so I call and chat today another hour down the drain. The agent tells me the lady yesterday straight up lied. And that after I activate he might be able to do something nice, like $4 off. This is utter insanity.

I'm literally looking at my computer screen, at your website where I could literally have this all done in minutes.

I should have done this from the beginning, just canceled and reordered on my own. You guys are socios. Truly.