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Re: Rebate Runaround
9wood
Sr. Member

Much like on the phone you get nothing but scripts and no help got several private message from Verizon none more than repeat scripts and no help

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Re: Rebate Runaround
Jaypea33
Member

I’m also getting the runaround I submitted the same night we brought our own phone/added a line through a link sent by the chat agent and confirmed through email for a $250 rebate. It showed that the line needed to be active for 30 days before the rebate would be issued. 30 days later no rebate and no evidence of my submission and hours on the phone and no help unbelievable and so frustrating and so disappointed with Verizon used to think they were efficient trustworthy and responsive 

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Re: Rebate Runaround
vzw_customer_support
Customer Support

@ohadks11 ,

 

Making sure that you are able to receive all the promotions and rebates that you qualify for is important to both of us, and I see that we had provided you with the current status of two rebates using the tracking numbers you had provided us with that we had confirmed you would be receiving. You also provided us with a third tracking number that was not checked yet - that can easily be done here: https://www.yourdigitalrebatecenter.com/#!/check-my-status 

 

By means of elimination, this third tracking number would be the one you are having trouble with since the previous two are not showing any issues. When you check the status of each rebate submission using the previous link with the tracking number, you would also be given the reason it was denied (if it was denied) as well as an option to contact the Rebate Team. Should you need any further assistance with this, please continue in the Private Messages we have sent, or follow the link to contact the Rebate Team if preferred.

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Re: Rebate Runaround
vzw_customer_support
Customer Support

Hey, Jaypea33, have you checked the status of your rebate? Here is a link to check the status https://www.yourdigitalrebatecenter.com/#!/check-my-status

 

ScottD_VZW

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Re: Rebate Runaround
Jaytacus
Member

@ohadks11 

I was having the same issue and had replied to your post earlier and left a link for you to use.  I went higher in the chain and filled out a form with a Verizon Executive on 12/11.  I received a call from them the next business day on 12/14 to let me know he'll take a look at my issue.  Next day 12/15 he called back and found the error, which was in the system displaying our numbers weren't ported in but as a current Verizon customer.  He called back o. 12/16 with a resolution which was a credit for the FULL amount I was owed for the rebates!  He gave me an option as a monthly credit or full lump sum  credit.  I suggest you do the same and contact a Verizon exec.  Link is below, good luck.

https://www.verizon.com/about/our-company/executive-bios

Re: Rebate Runaround
ohadks11
Member

Your response is honestly insulting and further wasting my time. I fully acknowledge that is very rude to state, however I continue to receive useless facts about how to check the status of my rebates and general information about contacting Verizon customer support.

Neither of those respond to my need nor actually provide any new information or value to me.

It is therefore a waste of my time to continue to receive these messages that I feel compelled to respond to. If you had actually read my post and looked into it further, you would easily see that (a) I am not at all asking about rebate status, (b) I know what all 3 statuses are, (c) I have already contacted VZW support repeatedly and been routed around without resolution, (d) I have shared multiple private messages with agents from this community post also without any resolution, and (e) you don't actually have a way to contact your so-called "Rebate Team".

 

I filed a BBB complaint and contacted your executive team and that finally did the trick. I absolutely should not (nor should any customer) have to put up with gross mishandling of basic issues. Your executive services/escalation team contacted me yesterday, understood the problem within 90 seconds, agreed with me that the rebate denial MADE NO SENSE, and gave me the rebate I was truthfully owed. And she did it with grace and respect. We had a lovely and professional conversation, and she also acknowledged that training is lacking at lower levels of the organization on rebate handling. I was on and off the phone within 12 minutes.

 

This was not a complicated matter and whatever team is responding to these posts needs further training on how to appropriately treat customers as well as how to ACTUALLY resolve issues. 

Re: Rebate Runaround
ohadks11
Member

Thank you very much.

 

I ultimately filed a BBB complaint AND contacted the exec team based on your post, so thank you for that! Both seem to have had the needed result, which is that they called me and took care of it. The entire call lasted 12 minutes, and they also gave me a credit back. Right now it's for 1 of the rebates, because the other 2 are still processing, but I have the information for the person I spoke to in case there are future issues. Now at least I know how to escalate.

 

For others who may be running into roadblocks, I also suggest you just bypass the nonsense of back and forth with line-level agents and just go straight up the chain. I hate over-escalation, but in light of the fact that there is a clear lack of training, lack of care/concern, and no direct way to talk to the rebate handling team, I see no other way than to escalate, escalate, escalate. BBB has been very helpful to me, and if you are professional and calm and state the facts (and have the facts on your side), there is no reason you shouldn't expect to have them respond and help you.

 

 

Re: Rebate Runaround
rmac4242
Member

I've been dealing with the same customer support nightmare as well. They told me that they have photo evidence that my trade-in phone has damage, even though there were no problems with it when I shipped it.  The trade-in amount that I agreed to was $440.  Rather than honor that, they first offered me $50, and then moved it to $100, and then sent a "final offer" of $200. I've said that isn't acceptable and to return my phone to me, which they have refused. So now they have my phone and I've received nothing.

I've asked for copies of the photos of the damage, but they won't send them to me.  They told me that I need to go into a store to look at the photos (during a pandemic).  They also told me that I need to file a claim with the shipping company because it must have been damaged in transit. But they won't share the photos with me, so I have no evidence to claim anything against them even if I wanted to. 

I've been a loyal Verizon customer for 13+ year and just added a new line and purchased 2 iPhone 12s.  The way they treat their customers is absolutely shocking.

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Re: Rebate Runaround
vzw_customer_support
Customer Support

That is certainly not the experience we want for you, ohadks11. We want the best for you and I'm sorry to hear about everything that has happened including a much longer than usual path to resolution. We appreciate you making the switch. It sounds like the matter may be resolved but if not, please let us know and reply to the Private Note we have sent. 

-RSM

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Re: Rebate Runaround
vzw_customer_support
Customer Support

ohadks11

 

That hurts to hear. You always deserve world-class support. We certainly always want to help and make it as easy as possible. We always appreciate customers who take the time to give us their feedback. I’ll pass what you’ve said onto our management team so your voice is heard. We are glad to hear that your issue was ultimately resolved.

 

 

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