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False Advertisement and Lousy Customer Service

What a waste of my time! What a way to treat a long time customer. After all the runaround and attempts to upsell me, Verizon is actually refusing to honor their advertised online offer. It's false advertising, plain and simple.

Verizon was fine until I requested to upgrade my services based upon an online offer. One would think they would be happy to assist and be glad to keep a satisfied customer. Instead they've lost me and my neighbor. Furthermore, their "customer service" has left such a nasty taste in my mouth that I'll see to it that they lose a lot more customers.

Goodbye Verizon and Good Riddance!

Comments

Anthony_VZ

Sorry to hear about the troubles with the rates. You have to signup online to get the online rates. If you have a printed or saved confirmation page showing you made the changes online we can look into this further and to please send me a private message.

VAviator

Totally agree. I can't believe no one has mentioned the false advertising of Parental Controls. It clearly says Verizon Parental Controls is free with your FiOS service, but try to download it and you find you can't without buying Verizon Internet Security Suite which is $5.99/month. Unbelievable.

@JPY wrote:
What a waste of my time! What a way to treat a long time customer. After all the runaround and attempts to upsell me, Verizon is actually refusing to honor their advertised online offer. It's false advertising, plain and simple.
Verizon was fine until I requested to upgrade my services based upon an online offer. One would think they would be happy to assist and be glad to keep a satisfied customer. Instead they've lost me and my neighbor. Furthermore, their "customer service" has left such a nasty taste in my mouth that I'll see to it that they lose a lot more customers.
Goodbye Verizon and Good Riddance!

topdog

It is true that they do not treat their longtime customers too nice. But, then, we do have the choice to try another cable company!!

I have found that they all have poor service. Few companies care about anything except the almighty dollar. That is why our country is in so much trouble. It is called greed!!! Smiley Frustrated

SomeOldBlindMan

VAviator... http://my.verizon.com/micro/parentalcontrol/Default.aspx

atantekeier

Verizon has the worst customer service I have ever seen. They act like they want to help you with your issue, but they really dont care.

I have called many times about my service interruption and they have hung up on me multiple times. And actually been told that their computer shows no coax disconnects since the tech came out (by the way he just looked at the lines and left) and once I copy/pasted the system log of the coax drop after the tech came he simply does not reply to me any more.

I'm with you man, verizon sucks, horrible customer service. I hope more people see this and know how **bleep** poor they are. I will be sure to tell everyone I know just how bad they are.

Jungle2

False Advertisement was the case for me.

I had a similar situation happen to me. I was looking to upgrade my current plan and saw that there was a web deal for $104.99 for the Extreme HD tv and 50/25 internet bundle. So I tried to logon and order it. After attempting to do this for some time it became apparent that something with the account was wrong.

I called into sales to see if they could apply the change however was told that it was a web deal only and that I would have to apply for it online. I explain that it was not possible because there was account problems on Verizon's end. I was then put on hold to be transferred to techsupport. After what seemed like a very very long time I greeted by "Chris" he was helpful and nice.

With Chris he tried to fix my issue by resetting this and that but unfortunately after all our attempts it was not sucessful. He then got the web guys involved. While still on the line a long back and forth went on. Chris told me that it was some type of data error and that they could not fix my online log in situation at the moment. I was told they should have a resolution in 24-48 hours.

To my surprise somebody called me the next day with a resolution to my log in problem. I was then able to log in and begin the process of puchasing the upgrade for $104.99. This turned out to be another struggle as each time i attempted to do so i would click upgrade to this package. From there it asked for my address and zip code which then prompted to log on, which I did. From there the promotion disappeared and i was prompted to build my own upgrade package.

Now at this point I am pretty frustrated. I had spent 6+ hours on the phone with different sales reps, technical team, elite team to have no success. I was told that I would need to sign up for the package online to get the price. When i went to sign up for it online it disappears.

At this point I feel like I have wasted all my time. What i was told by sales reps was false what was shown on Verizon's website was false. Isn't there some type of law against false advertising?

I tried to get answers from online help in turn led to more blatant lies. I was told that it was an offer for a 1 or 2 year contract only. I pointed out it clearly stated there was no contract and it was a price for 1 year. Then I was told it was a price for new customers only. I read the details and everything in the ad up and down to make sure prior to going throught the agony of all the phone calls. I printed this conversation out because i was shocked that they would flat out lie to their existing customers.

Now I am at the point in which if someone from Verizon cannot offer me the package online without complication, I will be cancelling my service. This will be promptly followed by cancellation of all of our cell phone services. when our contract is up in March. We are an honest family and do not want to put up with deceit and lies.

Its amazing how they will lose $3,000+ a year because no one is willing to provide a service that is advertised on their website.

TonyaD_VZ

Jungle,

We sent you a message on our private support board to assist you and we did not receive a response. Please repost the issue if you are still experiencing a problem so that we may assist you.

Thanks,

Tonya D.

1Ignored

Verizon is guilty of false advertising.

1. My DSL services gives me Internet speeds that are considerably below published speeds. I have made many attempts to contact Verizon about this, but they never fix it. My contract says I will get speeds of 1 Mbps but the most I get when I run speed tests is 768kbps.

2. I keep getting letters to Dear Valued Customer, suggesting I upgrade to High-speed Internet & Phone (with a 2nd line included) for $99.99/month on my second line, which is a business line. When I called to order this service and cancel my residential phone, I was told that this deal is only for new customers when the letter is addressed to Dear Valued Customer. And, on my business line, this would be a new service. They told me on the phone I am not eligible because I am not a new customer. Nowhere in this letter from Marc W. Adams, Director of Business Marketing.

3. I wrote a letter to Marc W. Adams at the return address on the letter, and it was returned with a label Return to Sender Attempted - Not Know Unable to Forward.

Is this a way to treat a customer. I teach marketing for a major university, and I consult with Fortune 1000 companies on marketing and business issues. Both 1 and 2 are clear cases of false and misleading advertising, and if Verizon is unable to honor their offers and their state speeds, I have no other recourse than to take legal action.

I cannot believe when so many providers are vying for my phone, Internet, and TV business that Verizon is treating a customer, who has been a Verizon/General Telephone customer for over 45 years.

[Deleted User]

Hi IgnoredCustomer,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

IgnoredCustomer,

We have closed your private support case. Please feel free to make a new post if you ever need assistance.

- Jose_VZ

VerizonScam2

This is me in a nutshell. I am convinced that I am leaving this company. It is sad because I like teh products, but of course they deals they send me every month ar tempting and I want to save money. I would be stupid not to! I was lied to and given the chance to get a visa gift card when I went to order new service, but after a ton of haggling they told me there was nothing they could offer me at all. I was floored!! So yes I am leaving. Here is the screenshot and the offer to prove they lie. I am an existing customer without TV service and in their promotions they state that I am eligible as an existing customer. No where in there documents do they say I have to be a completely new customer to get the deals. The price of the service is awesome so I want that deal but I want also the bonus offers. Why shouldnt I? Take a look when I log in. And take a look at their fine print which states for existing customers! If they dont want to provide bonuses to existing loyal customers, then they should stop sending us letters and stop putting notes on our online accounts. Geez!! Goodbye.

trobertson4

I have a question.... im looking at my services and the upgrade you guys want to give me, and it is showing my interntet will be top speed at 75 mbps, but nowhere do you guys state that that is only while connected threw wire. why you guys dont inform you "valued customer" the speed does not pertain to wireless connection. nowhere in your website or paper contract does it say the wireless sucks and drops as low as 22mpbs. you say internet is 75 mbps not wired internet so when you just say intenet that meaning both wired and wireless... you know i can report you guys to the bbb with the proof you guys are false advertising....please prove me wrong and show me where you guys state you dont guarantee top speed threw wireless connection.

smith6612

@trobertson4 wrote:
I have a question.... im looking at my services and the upgrade you guys want to give me, and it is showing my interntet will be top speed at 75 mbps, but nowhere do you guys state that that is only while connected threw wire. why you guys dont inform you "valued customer" the speed does not pertain to wireless connection. nowhere in your website or paper contract does it say the wireless sucks and drops as low as 22mpbs. you say internet is 75 mbps not wired internet so when you just say intenet that meaning both wired and wireless... you know i can report you guys to the bbb with the proof you guys are false advertising....please prove me wrong and show me where you guys state you dont guarantee top speed threw wireless connection.

This is labled in the fine print as "Actual speeds may vary." In short, if you order a wired connection, to get the most out of it you should keep the path wired end to end. Adding Wireless adds another variable that can reduce both the speed guarantee and the reliability.

I will say that the same effect is seen on cellular LTE gateways. You do not get the maximum speeds of the gateway's LTE modem without tethering to the gateway using a USB cable.

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