Hi,
I am a new customer to Fios and started off with the 300 mbps plan then went on to upgrade to the 1 gig plan recently.
I had a few home offers that were ready to be redeemed after the 60 day or so wait time, and I was able to redeem all of them except the free Nintendo switch. I placed an order for the Nintendo Switch and got the discount and an order confirmation but it has been a week now and I still haven't gotten a shipping confirmation. For the other home offer of a free JBL clip 5, I received the shipping confirmation within a day or two and it was delivered within the 3-5 day delivery time that was mentioned when I was placing the order. The Nintendo switch was also supposed to be delivered within 3-5 days since I placed both orders at the same time, but I have no shipping confirmation or any updates on the status of the order.
I have called support and after being bounced around from person to person for two hours, I finally talked to someone who said that there isn't any order for a Nintendo Switch on my account and tried to get me to redeem the offer again since it still shows as ready to be claimed on my account, but when I tried to do so it doesn't give me the discount code. He then said that he would have to look into it and manually send the Nintendo Switch to me which would take 30-60 business days. While I am okay with waiting that long, he said that he couldn't provide me with any sort of confirmation or a way to track the status of my order since he was doing it manually and "the system wouldn't generate a confirmation". I find this highly suspicious since without a confirmation or way to track it, there is no guarantee that I would receive the offer, and since there is a deadline for the offer to be claimed by Oct 8th, I feel that I am going to end up waiting the two months only to not receive the product and just be told that I hadn't claimed it by the deadline so there's nothing they can do about it.
Also, when I upgraded my plan to the 1 gig speed, I had called someone to upgrade it, and he said that I would receive a $100 Verizon gift card and a $100 Xbox gift card, both of which showed up as rewards on the new order when he sent a link to me for confirmation of the upgrade. I received a vague email saying the rewards are on their way and to track it by some "Fios Welcome Bonus link" which is non-existent and wasn't in the email, and I see that a lot of other people have been having this problem too. So I called customer support again and got bounced around for another hour only to be told that the only gift cards that were showing on my account were a $100 and $50 Verizon gift cards which were already claimed as offers from the 300 mbps plan, which I have received, however, they said that on the system there was no sign of the new rewards that I am supposed to get for upgrading to the 1 gig plan. Without a link to track these rewards and being told that they don't show up on my account, I feel that I am also not going to receive these rewards just like the Nintendo Switch.
I am tired of being put on hold for hours on end for vague responses and denial of responsibility when trying to get my offers, while I get a prompt response when having to give Verizon more money when it comes to paying my bill or upgrading a plan. If these rewards aren't appropriately credited to my account, I would not want to continue service with such a shady company and will be forced to look into legal options to terminate service. I am signed up for autopay and I was going to also sign up for a mobile plan to get the phone+home discount but after seeing this sort of treatment I would rather discontinue home service and take my mobile and home service elsewhere.
Ishaan
