VERIZON Customer Service
Enthusiast - Level 1

Last September 2022, we have renewed our Verizon Fios internet+TV. When the new equipment came, Verizon also sent us new "Smart Display" equipment.  It was showing free on my billing, but I tried to return it because I knew I am not going to use it. So, I called Verizon for return and they told me I have to call Asurion who is in charge for Smart Display. So I called Asurion, but they told me I have to talk to Verizon, since they are the one who sent the machine. I was like LOL whatever. so, I decided to keep it, since it was free and I didn't want to spend more time for this machine. Few weeks ago, I received an email from Verizon that the Smart Display trial period has ended and I have to return the equipment. In email, it was saying that go to any UPS store without any packaging or return label and they will do it everything for me. When I went to UPS to return, the employee told me that they can't take it without the return label. (What is going on?) So, I called Verizon for this issue just to get the return label, however,  nobody knew how to handle and ended up talking to five different people. Finally, one of the guy was able to provide return label for me, but at the same time, he was saying that we are using old machine for our TV and he can send me new one for free. I rejected it first time because our TV was working fine without the new machine and at the same time, I didn't want to get involved for any other issues with Verizon. However, the representative was keep saying it is a new machine and I don't have to pay any extra fees and my bill also goes lower. So, I checked the order detail and the bill was lower than what we originally paying. We were paying ~$133 for tv+internet and the estimated cost was showing $124.99. Since the cost also got lower, I accepted his offer. He said the machine will arrive within 1-2 business days and what I have to do is just send the old machine with the return box that will be sent. Okay, cool. Day after, I received the return box, but the box was damaged and was already open when I saw it first and I was not sure if the new equipment was supposed to be with it or not. So, I waited few more days and chatted with the live agent for this issue. The person told me  that their system is showing that both of the packages are delivered. Therefore, they have to submit a new order for this. Okay...? When  I saw the order review that agent provided, there was one-time fee added that was not shown before and estimated bill went up to $126.99 (was showing $124.99) and next month's bill was like ~$153 with the one time fee. So I was like......dude come on... for real???  didn't receive the new equipment and you guys are submitting new order with changed cost...??? SERIOUSLY???? I was so mad and told the person to forget about everything because I will give a call to Verizon. So, I called Verizon and after explaining what happened (did not tell her the story of agent chat), she told me that they do have to submit a new order and when I checked the order review, there was no one time fee, but estimated monthly payment was $125.99. It was only $1 higher than what they promised, so I did not saying anything and accepted the order (This was this Tuesday). Yesterday, I finally received the new equipment and guess what..... they sent us wrong power cord for new equipment. YAYYYYYYYYYY. I have to call Verizon agian 😄 

Is there anyone who actually know how to properly work at Verizon...? I am so sick and tired dealing with them

Tags (1)

Hi @shw923 

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