I signed up to switch my 4 lines from T-Mobile to Verizon. As usual, the guys in the store were very charming and, as usual, they told me what I wanted to hear. My objective was to get a better data plan in Canada, where I summer, and they told me how great their data plan was. I asked, reasked, and reaffirmed what they were promising, and even had the manager come over to explain it, and it was awesome. Then I asked them to show me the plan explanation in writing. It took some arm-twisting, but they eventually did and it was very different from what they said. I prefer to think that it wasn't intentional deceit, but rather just not knowing, but being that it was so hard to get them to show it to me before I signed up, I'm not sure. The bottom line was it was still better than T-Mobile and they were bribing me with phones, so I called the rep back and went with it.
They had to send the phones and charge me for the tax, so I did it that way, but since I was travelling, I couldn't transfer my lines over right away. Also, because T-Mobile intentionally makes it difficult to cancel and transfer. When I did call, I was on the phone for over an hour (phone records to prove), accomplished nothing, and then got disconnected. I assume Verizon has records to verify this as well. About a week later I took off work to handle this again. I have very limited time and budgeted 2 hours to get this done. After about 1.25 to 1.5 hours of giving my phone numbers and corresponding PIN numbers, I was transferred to someone else and the call disconnected. I prayed for a callback as I knew they had all my information, but there was no callback.
Last week I made another attempt and was told I owe $3,800 for the phones as the promotion is over (or something like that). The person was very nice but difficult to understand. She said it was a recorded call so I assume you can listen to me constantly asking her to repeat herself. She reluctantly got me a supervisor. The supervisor was trying to work with me, but wanted to charge me a restock fee if I returned the phones. Then she offered to make me a deal and not charge the $3,800 to keep me with Verizon, but it was a little bit confusing (she was hard to understand too) so I asked for it in writing. She clearly did not want to put anything in writing and repeated the offer, but it wasn't clear, she used WAY too many words to make simple points, and didn't answer my direct questions with direct answers, so insisted on getting an email that explained what I was paying. She disconnected me.
Believe it or not (believe it as it's all verifiable), almost the exact the same thing happened on the next call. When I insisted on getting an email specifying the new terms, what I paid, what I owed and what the exact plan was...I was disconnected again. I had no time or patience to continue. This 2nd call I wrote down the agent's name and badge number, but I am not home right now. I assume your record will show that.
I am very unhappy with Verizon phone service, but once I am connected, I won't need them so I don't care.
What do I do now? I have 3 phones on my desk, paid taxes already, and cannot easily figure out what to do.
It seems that the Verizon business model is ito be ntentionally vague.
For obvious reasons, I will not commit to anything until I have a clear understanding of what the deal is.
