Problem redeeming 4K Apple TV offer

[mom2alibug]

At a loss on this so thought I’d try posting here for help. 
  - Fingers crossed someone here can help.

On November 13, 2023 we added a new line for our daughter to our plan. She picked out the  iPhone 15 Pro and a cellular Apple Watch  SE. We were told we would qualify for Free 4K Apple TV device after 30 days and would receive an email with link to redeem.

Like clockwork 30 days later we received the email on my iCloud email which read: : Confirmed: “Your offer is ready to redeem“ with instructions and link to “Redeem Now”

Below is remainder of the email:

We're happy to let you know that your purchase makes you eligible for an Apple TV, on us. *

Redeem your Apple TV offer within 60 days. Here’s how: 

Sign in to your My Verizon account.

Find the Apple TV tile under “Make the most of your plans” and click it to get started.

Review and accept the terms and conditions on the next page.

Follow the prompts to redeem.

Enjoy your offer.

- After carefully reading e-mail, I clicked on Redeem Now which opened myVerizon app. However there is not  a Tile to redeem this Apple TV offer. Over the last week, I’ve tried multiple times with same result. Even tried from each of our devices, and there is simply no Tile to redeem this 4K Apple TV offer.

Any suggestions? I’d appreciate any help.Thank you in advance!

[vzw_customer_support]

I'm sorry you were having issues getting this device mom2alibug. What plan are you on?  I recommend signing into My Verizon via a browser (even better via a computer) to try and claim the rewards. Another recommendation is if your email associated with the account hasn't been verified, do that first, then try and redeem the rewards. They'll be located on the main page under 'Make the Most of Your Plans.' -Joe

[Erica27]

I have the same problem and nothing, I contacted them and they offered to fix it on their end and to do two day shipping which I agreed to pay, was give order number and the day came and no Apple TV 4K. Contacted them again was told they will do overnight shipping and still nothing at this point. They don’t seem to communicate and they’re saying it’s ordered and fixed and guaranteed but nothing. When I do it online myself it is still making me pay for the whole Apple TV 4K. 
its very time consuming to get things fixed and very deceitful, i should have listed not to switch to Verizon.

[vzw_customer_support]

Hello, Erica27. Help is here as we never want to see you feel this way about having service with us. Let's work together to get you a status update on your promotion. I have sent you a Private Message. Please check it for assistance. 

-Natasha

[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

[mcow5]

I have the same issue with the promotional Apple TV like many others. I have an email showing the promotion, but never got an email about redeeming. The tile was in my account but never allowed me to redeem, only said "redeemable after Dec 16th". Now the tile is gone and two customer service reps I have talked to are telling me the promo doesn't exist in my account. 

[vzw_customer_support]

Hello, mcow5. Ensuring you get your promotion is a must and help is here. I have sent you a Private Message for additional support. 

-Natasha

[NotHappy20]

I have the same problem. I also have another offers to redeem for Internet along with Apple TV - nothing under  “Make the most of your plans”

Contacted support,  they said WITHIN 60 DAYS means AFTER and I should wait. This is completely opposite with what their FAQ says (https://www.verizon.com/support/apple-tv-offer-faqs/)

Did screenshots, will see if it's true.

I switched to Verizon and regretting this already - in less than two month I spent so much time with support for bunch of issues, this is just one of them. Very bad experience.

[NotHappy20]

Finally I was able to fix it and get an Apple TV

It was done via several calls (hey Verizon! why it's so complex?!!)

I'd suggest order a call back - they usually more helpful:

Go to https://www.verizon.com/support/contact-us/ -> Mobile -> Plans and add-ons -> Skip this step -> We'll call you -> Order a call back

Hope it will help someone.

[JoelBe]

I'm having the same issue and customer support has been anything but helpful. Last conversation I was told to wait and it would show up. Still waiting.......

All customer support interactions I've had lately don't offer any resolution and  kick the can down the road pushing it off on someone else.  This is very frustrating. I'm regretting bringing additional lines to my account.

[vzw_customer_support]

Hey there, JoelBe, we're here to help ensure that you're able to redeem your offer. So we can best assist, we will be reaching out via Private Message.

-Lauren

[robzrt]

i am also having the problem with redeeming the apple tv promo. followed the steps and to no surprise. verizon drops the ball. reached out to them and they said i will receive an email in 7 days on a solution. that email never came. verizon please reach out to me on a solution. thank you

[vzw_customer_support]

Hello, robzrt. Ensuring you have the promotion you deserve is a must and help is here. Please tell me the steps you have taken to redeem this offer. For example, did you go through your My Verizon account to redeem the rewards located on the main page under 'Make the Most of Your Plans'? 

-Natasha

[Dmg61]

Sadly, it just doesn't work, really terrible, so many people have the same issue.  No matter how many times you call and explain again, and again, they are unable to fix it.

Hint - if you hit refresh on your browser a few times, the Tile eventually shows up.  But don't get excited because it does not work anyhow.  When you try to claim the offer, it ads the Apple TV to your cart but expects your to pay for it - IT's NOT FREE! 

Very frustrating. Useless Promo.  

[unsatisfied3]

I had the same problem.

I talked with customer service chat reps multiple times confirming my eligibility and got them to manually place the order on their end in November 2023.  As of today and 4-5 chats with customer service promising me the item would ship and they didn't need anything else from me, they cancelled the order.  Now that the promotion period is over of course.

I am extremely disappointed we switched to Verizon because they have not been honest.

[vzw_customer_support]

@unsatisfied3  wrote: I had the same problem.   I talked with customer service chat reps multiple times confirming my eligibility and got them to manually place the order on their end in November 2023.

unsatisfied3, we understand how important it is to be able to redeem for all of your account's eligible promotional offers. So that we can ensure that we review the details of the correct promotion, can you share with us the purchase date for the eligible device and service so that we can review the promotion details for that specific offer? Can you share any other details that you have received during the time that you have been seeking assistance so that we understand any additional steps that have been attempted to correct this for you and your account?

-Andi

[BusySportsMom]

I’m having the same issue. I’ve talked to multiple people, both chat, phone, and in store.  Still nothing! 

[vzw_customer_support]

BusySportsMom, we want you to get your Apple TV ASAP, and we'd be happy to take a look at the situation and make sure we find a way to help you redeem. We're sending you a Private Message so we can help you.

~Jesse