I am extremely disappointed with my recent experience regarding the promotional offer tied to my new Fios Home Internet account. When I originally signed up, I was clearly informed that I would have the option to select either a Samsung 43” TV or a Meta Quest 3 as part of the promotion. The Meta Quest 3 was the primary reason I chose Verizon over my previous provider.
However, now that I am eligible to redeem my reward, I discovered that only the Samsung TV option is available through the redemption portal. I reached out to Verizon customer service multiple times to address this issue. Despite my clear explanation and repeated attempts to resolve the situation, I was told that the Samsung TV was “pre-selected” as a one-time promotional offer and that they are unable to make any changes.
This is absolutely not what was originally presented to me at the time of signup. I made my purchase decision based on the clear understanding that I would have a choice — not that Verizon would arbitrarily select one reward on my behalf. I even expressed during my chat with support that I switched from Spectrum largely because of this incentive, only to now be told I have no say in the reward I was promised.
The agent acknowledged the miscommunication and said a note was made on my account, but offered no immediate resolution except to simply accept the Samsung TV. This is unacceptable.
I am respectfully requesting that Verizon honor the offer as it was originally advertised and allow me to redeem the Meta Quest 3 as promised. At the very least, Verizon needs to take full accountability for this experience and make this right for customers who trusted the original terms.
