A few months ago I decided to change carriers and start new service with Verizon. The first phone rep convinced me to take advantage of the free iPhone 14 promo ($1000 off with trade in), which I didn't need to do (my prior iPhone 13 was working fine), but then I thought why not... it's basically a free upgrade. What a mistake that was.
The first rep couldn't finish the order due to an internal system issue on their part, and said he'd call me back the next day to complete the order... which of course, he never did. My order ended up getting messed up between the promo, the trade in info, and the new line of service.
This led to me spending an exorbitant amount of time talking to multiple phone representatives, across several days because nobody was able to get it right - finding out later that at least one of the representatives flat out lied about literally everything he said to me.
On top of the phone conversations I ended up going to a Verizon retail store for help, at which time someone at the store assisted as we called Verizon together...
After all that, an incorrect promo was still applied... and I'm essentially paying for a phone I didn't need - a phone that was marketed as free... So several months later I'm back on the phone with yet another Verizon rep (for over 80 minutes), waiting for him to submit a promo correction.. Hoping he was actually able to help (unlike some of the prior reps). But whether or not this will fix anything is anyone's guess.
I also have yet to see the promo in documentation related to my service... even though I've asked for it many times.
This has been the most convoluted experience with a wireless carrier I've ever experienced in over 25 years... and there's been some bad ones but this takes the cake.
Anyone else experience anything similar? Are the phone promos just a lie... and they assume you'll forget about it or not want to deal with it... while they take your $$ ? Or are their people/processes/systems that incompetent and insufficient?
We're sorry for the issues you're encountering with your promotions. We would like to check this out further. We will be sending you a private note to further assist.
~Ivone
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