Xbox promo no resolution

[DevElphy]

Here is all the communication i had with Verizon since I signed up for the wonderful Xbox Series X promotion on Dec 15th.

I have been given mixed information and there has been no follow up so I’m resorting to posting it here. 

Background: Signed up for Verizon LTE home internet on 15th Dec via online. I couldn’t finish through webpage so called the provided number who assured me he’s a part of the online team before signing me up for the internet that had Verizon $100 gift card, Amazon $200 Gift card and Xbox Series X. Picked up the device on 16th and got the amazon $200 gift card even before i setup the gateway. However, there was no sign of the other promotions so i reached out for clarification:

• 17th: reached out via chat  about Xbox and Verizon gift card. I was asked to wait 25-48 hrs 
• 20th: Called Verizon (Alan) for further details where i had to explain and convince the support person that Xbox promotion didn’t mention about waiting 60 days before getting the claim code instead it was to be used within 60 days. After 1 hr and multiple requests to speak with supervisor or manager, which never got done the support person agreed I was right and he was wrong. He said he would raise and escalation ticket. And provided me with a reference number. 
  
• 21st: to check on escalation i called once again and spoke with Levi who, to my surprise, told no escalation ticket was created by the previous representative and said the number given to me didn’t mean anything. I had to explain myself again and then he helped me with claiming the $100 Verizon gift card and mentioned that he spoke with his manager and raised an internal ticket via google form for the offline team. Apparently, it doesn't provide any reference number so i didn't get one but he asked me to wait for 5-7 days for resolution.

By this time, I lost the trust in Verizon following up on my case so I was going to do that myself.

• 22nd: spoke with Larry who was rude and asked me to wait 3-4 days.
• same day i called again hoping to another representative confirm. I spoke with David who was very empathetic about the situation and confirmed everything was done correctly and i have to wait 3-4 days. 
• On 23rd: reached out via Chat and had a conversation with Isabella who left notes on the escalation but said he cant do more.
• 24th: spoke with Zara who sounded very empathetic and mentioned she would follow up on Dec 25th to provide and update (but that never happened.)
• 26th: I spoke with Priyanka who promised to follow up in 24-48 hrs (and that didn’t happen either)
• 28th: Spoke with Srong/ Shawn - who was questioning the offer, he was saying I should either got an Amazon gift card or Xbox and no both. After much discussion he looked through the previous conversation and said the offer is valid. Then he checked with his internal team and provided a Reference number for the promotion and asked me to wait until Jan 1st for resolution 
• Jan 1st: spoke with  Oliver at 4:30 pm: he said the internal team found the promotion but said it needs to be added to the account. He promised and followed up at 7:05 pm during which he mentioned
• Shipping will be done in a day. Xbox should be sent in 3 days.
• I asked for an email with that information, he said he sent an email but that will take a few mins to appear. This was  mentioned at 7:05 pm and no email until now.
• 2nd: Reached out via Chat with Lofie who said she raised another escalation. 
  

I see no end in sight. I wish Verizon was more transparent about the internal investigation and timelines for resolution. If it was easier, I could have cancelled and signed up again. I waited all year end holidays waiting for the Xbox that never arrived.

[DevElphy]

01/03/24: No luck in connecting with Verizon customer care. I waited 38 mins to be connected though I was told the approximate wait time is 18 mins.

[vzw_customer_support]

We're sorry for the issues you're having getting your Xbox and that you've had to reach out so many times to try and find a solution. We want to make sure you're able to take advantage of that promotion, and we're going to do everything we can to help you. Please be on the lookout for a Private Message so we can gather more details and better help you.

~Jesse

[DevElphy]

Jesse, thanks for getting back. I got the private message. Let’s continue the conversation there.

[vzw_customer_support]

Thanks for following up. We are continuing via Private Message, please review at your earliest convenience.

~Gilbert

[DevElphy]

Thanks Gilbert. I’m just waiting on the update that is potentially coming on 12th Jan.

[vzw_customer_support]

I'm sorry we missed you. Please send us a private message or contact us here: https://www.verizon.com/support/contact-us/ -Joe

[Tillerj2194]

Yeah me  to I’m about done with Verizon! This promotion is a crazy nightmare!!!!!!!!!!!

[vzw_customer_support]

Tillerj2194, let's make sure you get your Xbox as well. It definitely could have been a lot smoother, but we're here to assist. We're going to send you a Private Message so we can help you redeem.

~Jesse

[AxanaMoran]

So I signed up for the Verizon Home Internet promotion 7 weeks ago. At that time it was "promised" I'd be able to pick up my Xbox console 2 days later only to be told the store didn't have any consoles on hand. So I contacted Verizon customer service and asked what to do. I asked if I could change the pickup location to another Verizon store I had called, who had confirmed they had the Xbox consoles in stock. Verizon customer service informed me that I could not change my pick-up location...WHY NOT? Yesterday, I stopped by a local Verizon store for an unrelated issue, THEY HAVE 25 XBOX CONSOLES IN STOCK AT THE STORE!!! Contacted Verizon customer service again and asked why I couldn't change the pickup location to a store that has the console in stock and I am being told I cannot pick up the console at a different location.  I had to wait until another store received a shipment. Why?

 Why am I now having to wait until February 23rd for shipment when I ordered 2 day shipping on December 19th? Why was this not planned better? Where is my Xbox? 

A customer service representative offered to give me a $499 credit on my Verizon bill...I don't want a bill credit, I WANT THE XBOX I WAS PROMISED!!

I signed up for the  Verizon home internet Why can't I receive the items promised? This was the worst promotional idea ever.  I'm reading through some of these posts and see some people have been waiting 5 months or more,  wish I had read first.  I am so disappointed with  Verizon. 

[Theresaj221]

I hope Verizon is taking care of everyone with this issue! I bought the qualifying internet service on 12/18/23. On January 24 I reached out to my sales rep, then was told to go ask at a second verizon store, then told he would forward to customer service. That never happened, so I called customer service on January 24 and opened a ticket to escalate. Called back 2 weeks later after hearing nothing and learned ticket was never actually opened - after spending 45 minutes waiting to speak with someone. The ticket was open by a very nice rep. She scheduled a follow-up call for 1 week later then cancelled it because she had nothing to report.  The rescheduled  a call for 2 weeks later.  I switched to Verizon from Xfinity based only on the promotion. I told my 15 year old son the xbox would be a delayed christmas present. Do better Verizon! You reputation looks terrible to my family. My son asks me EVERY DAY if I've heard from Verizon. If we do not get the xbox as promised, he especially will never forget this- and will never choose Verizon as an adult!

[vzw_customer_support]

Hi Theresaj221. We hear your frustration, and you have been very patient. We don't want your son to be disappointed and would be glad to check the status of the Xbox promotional offer. We are here to provide answers. Please reply to the following Private Message, and we will work together.

-Deb

[becorrea]

I had the same issue, I never had the option (APP/Verison Website) to claim the promised, What do I need to do? IO called and the customer service representative told me to wait 15 to 30 business days to get the Xbox or a gift card for $500, same with the $200 Amazon gift card, and for a $100  Verizon gift card, I need to redeem by my profile. Still, I don't have the option under my account to do it. Honestly, I feel cheated.

Ana O/ Benjamin C

[vzw_customer_support]

We want you to get the promotions you qualify for. To better assist, I'll be sending a Private Message, please reply to it, so we can get started. 

~Maria

[TechSavy23]

I went through the same exact hassle and the worst part is that they claim that it's only one promotion and not both. By which I'm talking about the Xbox and the Amazon gift card, they said I could only choose one. This has been far worst than I ever imagined, so bad that now I understand why so many of my friends and family are switching over to other carriers. Verizon is the biggest disappointment in wireless service and customer service. Verizon should take some notes from other companies on how they treat their customers.

[vzw_customer_support]

Hello, TechSavy23. My apologies to hear of your experience as we want you to love being our customer. Help is here. Please tell me more. Did you redeem the promotion via your My Verizon account? Did you receive the Xbox yet?

-Natasha

[Blindreaper696]

I have not received mine as well please please help Natasha. 

[DevElphy]

Fyi, for people viewing this thread.  

01/04/23

Call with support (Mike): re-assured that I’m eligible for the Xbox promo and mentioned that the Xbox is usually sent 30 days later but since others have received it sooner, he’ll try getting it to me sooner as well. After discussing with offline support he said the Xbox should be shipped between Jan 9-12 once they are restocked and i will get a tracking number for it then.

Upon asking for email confirmation, he said that he can’t do it but the offline team would be sending it to me any moment now. ( never got that)

01/05/24

Support from Verizon Community forum reached out via private message. Support person (Joseph) empathized with the situation and mentioned he also signed up for this promo on 19th and waiting for the Xbox.

He clarified that shipping wouldn’t be automatically done but instead they’ll get me the Xbox claim tile in the Verizon app so I can click on it and avail the offer.

Lastly he mentioned that he made another escalation and he will get back to me in 5 business days on 12th Jan about the status.

[DevElphy]

For the people viewing this thread.

Verizon Support, please ignore.

01/10/24

I called support to inquire about the status.

Emil mentioned that there hasn’t been any update on the escalation that was made on 5th. He asked me to wait for the complete 5-7 business days from the previous escalation (on 5th) to follow up. He apologized for setting the wrong expectations that the issue would be resolved in 5-7 days the first time (on 21st Dec) considering there were holidays.

Folks, I was told raising an escalation while one is in progress (not that I asked) would invalidate all the previous ones and delay the resolution. Be sure the representative you’re speaking to doesn't raise an escalation before the previous one gets resolved or elapsed 5-7 business days.

[DevElphy]

Although, the issue hasn’t been resolved, Joseph, who raised an escalation on Jan 5th and who promised to follow up on 12th, did follow up. He has also reached out to the operations team to get any new updates.

Joseph - your efforts are much appreciated. 

Finally, I am feeling heard. 🙂

[DevElphy]

Finally, it's here!!!
I got the Xbox promo email. 

It comes with a Promo code, Expiration Date, and steps to redeem the offer.

I placed my order.  There was no pickup option so I chose the Free 2-day shipping.
Currently, it is estimated to ship between 9th Feb to 23rd Feb.