HBO Promised during registration, not given when service started
Alberto232
Newbie

I'm a brand new customer at Verizon fios, about 2 weeks ago when I signed up for the service, the sales rep and I went over different packages for my needs.  The first option and the most pricey of the bunch was the triple play offering, which I was reluctant to get because I don't need a landline.  After exploring other options I decided to just go with the triple play since the price difference wasn't much and they threw in free HBO for one year which seemed like a good deal.

I'm in the middle of a move, and today I've finally have the chance to watch TV.  I went to watch HBO and the channel was not available.  So I decided to give Verizon a ring. The customer service reps informed me that they couldn't find the HBO offering on my order.  I informed them that the sales rep did offer it to me over the phone and I made sure to remind her that one of the reasons I was getting this package was because of the HBO offer.  The rep told me to check my email confirmation to see if it made any reference to HBO service.  I checked the email and I couldn't find it, but the email is also pretty long and it has about 20 lines of services and promotions that I'm getting.  I let the customer service rep know that it may be a mistake in my part that I didn't scrutinize the confirmation email, BUT it is also the sales rep's fault for not including something that I was offered and that I decided to take over the phone.

The customer service rep then told me there was nothing they could do to add the free HBO to my service.  I asked him several times that if I was to call today and ask for service to be installed, would I not be offered HBO for a year?  This happened about 2 weeks ago so the offerings shouldn't have changed much since then.  He said that they may have offered it but that since it wasn't part of my original order there wasn't anything they could do because it seemed that I may have declined the offering, which I didn't.  I told him I want the HBO offering they had offered me over the phone, and the only thing he could offer me was to give me HBO but not for free. He basically told me they couldn't do anything once the order was placed, which seems weird, since if I had noticed the discrepancy in the email before they installed the service what would they have done?  He also told me that no one at Verizon could give me HBO and waive the fee, which I know is not true, since I've had other family members who have gotten HBO as parts of offers or as ways to retain them as clients.  It is crazy that the customer service rep was so unwilling or unable to help because of a mistake on their side, that one would think could be fixed so easily.  At the time I signed up for the service 2 weeks ago, I would have been eligible for the HBO offer, as I would be today.  The original order was missing the HBO offer, but I'm calling to rectify.  Is there really no one at Verizon who can look at the situation and see that since I was eligible for it 2 weeks ago and since I'm calling now to get it, that I originally wanted it and that the sales rep made a mistake by not including it in my order?

I've been a Verizon wireless customer for around 10 years and I've never had a complaint about their service or customer satisfaction.  I went with Verizon over comcast for my cable/internet needs because I expected them to be better than comcast.  But it hasn't even been a month and they have already dissapointed me with this horrible experience and unwillingness to help or to solve a seemingly simple issue.  

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Re: HBO Promised during registration, not given when service started
kh-gary
Moderator Emeritus

Hi Alberto232,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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