Xbox Series X promotion

[p_w_s]

This whole Xbox promo situation is a total mess, and shame on Verizon for dragging their customers through calls and transfers and holds to be promised something and then never receive it, only to waste more of the customer’s time when we have to call back again.
 I set up my Fios back in July 2023 because I was moving,  and I still have not received anything. The person I spoke to on the phone to set up my installation and service said I would receive an Xbox in 90 days, 90 days came and went, and no Xbox. I called Verizon, they said oh that promo expired, and I talked to two or three different people to finally get the promo reinstated because the expiration was not my fault but a misleading communication from Verizon in the first place. From this interaction, I understood the Xbox would be arriving soon via mail, then another month, still no Xbox, I contact Verizon through chat on the app, same problem, another person, another explanation, another reinstatement, another promise, your Xbox will be on the way.  And still no Xbox. Finally today I talked to someone (actually 3 someones) and they said oh you're getting a $300 Verizon card as “appeasement” and that should be on the way. They said this gift card was authorized December 9th. Yet I have still received nothing as of today, January 20th, so the card is not actually “on the way.” And I did not agree to this gift card, nor do I want a $300 gift card to spend more money at Verizon, not to mention they are out of Xbox series S so I couldn’t even use that gift card to buy the xbox  I was never sent for my Verizon promo from a JULY 2023 install. I told the supervisor, hey I see an xbox available online, can I get that one instead, and they said, oh no that is xbox series x, and that is for new customers only. During a back and forth with the first supervisor he raised his voice (I won’t say yell, but it was borderline) while explaining the situation, I know I was frustrated too, but I made every effort to stay composed and respectful and unfortunately I don’t think this person was very good at the customer service aspect of the call, so I asked to speak to another supervisor, started speaking to her and she was giving me the same script as the other supervisor so by this time I was over it, I told her I can’t talk in circles anymore, handed the phone to my partner, and he proceeded to talk to this 2nd supervisor who again just talked in more circles about the gift card that is “on it’s way” and the lack of Xbox’s available and this how it is going to be. Here is Verizon money to spend at Verizon, which again, is not what I consider to be “appeasement” for an Xbox. I think there is supposed to be a follow up with us,  but at this point  Verizon doesn’t keep its promises, so I’m not holding my breath. I think Verizon is  just waiting for us all to forget, or to get tired and give up trying for the Xbox we were promised.

Btw, the circular convo with the supervisor(s)went like this: we have no more Xbox’s, but  we can give you a card for the value of the Xbox ($300), but there aren’t Xbox’s for you to buy from Verizon because this $300 one is sold out, and no, you can’t get the available xbox series x because you’re not a new customer, but the $300 won’t cover the cost of the available xbox series x in the verizon store, but we won’t reimburse you any additional monies to buy the available xbox series x because the xbox series s in your promo is worth $300. That is the “appeasement.”
The entire phone call took place for over an hour. I’ve had Fios for probably close to 10 years, and switched to Verizon for mobile now for about 3 years, and this is how they treat their loyal customers.

honestly I feel bad for the customer service reps and the situation Verizon has put them in with us, the unhappy/frustrated customer. Yes, I was really looking forward to the Xbox, and it was part of the appeal in keeping Verizon when I moved, but I feel like it’s bigger than getting the Xbox now. It’s about a corporation that supposedly prides itself on customer service, yet can’t rectify a widespread issue.Verizon has a problem with the Xbox promo and is leaving the representatives and customer facing employees out to dry.  

i’m looking into xfinity internet, and going back to cricket wireless. I’m completely fed up with Verizon. This was the last straw. 
I didn’t intend to write such a lengthy post, but that just illustrates how frustrating this debacle has been.

[kh_jenn]

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