Bait-and-switch failure to honor iPhone SE promotional credit upgrade offer

[rickrolled]

Short version: Verizon posted an upgrade offer directly to my online account (happened to log in one day, and it appeared), specifically targeted to one of my phone lines (that is, it specified this particular phone number was eligible for this upgrade offer).  I could trade my old iPhone SE in for a new iPhone SE 2020 for a promotional credit of $300 off the retail price, to be applied in 24 monthly installments against my bill.  Ultimately, the credit was never applied.  When I followed up, I was told I didn't qualify for the promotion because I was already receiving promo credits on other phone lines on my account.  If that was truly the case, then why did Verizon stick that offer into my online account in the first place?

I steadfastly reject this reasoning, and request my full discount as initially offered.

Additional info:

1. In two exchanges with Verizon customer service staff (online chat during the course of my online order, and follow-up phone call two months later because I hadn't yet seen any credit), both confirmed I would receive the $300 promotional credit.
2. In subsequent calls with Verizon customer service staff (as I still hadn't seen any credits on my following bills), I was told I do not qualify for the promotion since I'm already receiving credits on equipment for two other phone numbers on my account.
3. I disputed this argument, because I interpreted the "Cannot be combined with other offer equipment discounts" stipulation as meaning solely for the equipment associated with the particular line.  That is, I couldn't expect to apply some other additional coupon or discount toward this specific iPhone purchase itself or, say, a new iPad along with it.  Verizon frequently offers such promotions (e.g. buy an iPhone and get $100 off an iPad).
4. I acknowledged I am receiving promotional credits on two other phones; however, was not receiving any credits for the line that was offered this upgrade.  It was an old iPhone SE that was long since paid off.
5. I further argued that if I wasn't eligible for this promotion, which was specifically targeted in my online Verizon account as offered solely for that particular phone line, then why did Verizon push that offer to appear when I logged into my online Verizon account in the first place?  The customer service rep replied that sometimes their computer programs make mistakes with such offers, and don't take the customer's particular situation into consideration.  I contend this is a ridiculous, irresponsible, and unacceptable excuse.

Scanning this Verizon community, I am seeing an abundance of cases, similar to mine, of Verizon pushing an offer of a promotional credit to be applied over a series of monthly bills, then not honoring it.  However, I also see incidents of Verizon staff (vzw_customer_support) responding in this forum in the interest of doing the right thing and individually correcting these issues.

I am hopeful of resolving my dispute via this channel, as I always try to give the vendor an opportunity to make things right and retain my business.  So vzw_customer_support can you give this a look?

[vzw_customer_support · Accepted solution]

We definitely want to help take a closer look into this. Please send us a Private Message so that we may help look into this in closer detail. *Estevan

[rickrolled]

Appears the issue has been resolved to my complete satisfaction.  I see a credit has been applied to my account.  I'll continue to monitor through my next billing cycle to confirm.

Thanks so much for your attentiveness and quick, professional action to resolve.  Although it shouldn't have gotten to this point in the first place, I was very pleased with vzn_customer_support responsiveness once it came to their attention via this Community channel.

Words of advice to anyone looking to take advantage of an offered promotional credit:

1. Read and read again the fine print.  I contend I read mine properly.

2. Take screenshots of the offer and any key steps during the ordering process, including any chat sessions with support staff.  You can't count on any of that being available in some online account archive when you might need it.

3. Be persistent, but courteous, in pleading your case if your credit isn't showing up.

4. I suspect this Community channel shouldn't be the first choice for resolving a dispute.  But at least in this case, it served as an effective follow-up approach to my initial sessions with Customer Support via the standard contact methods.

Lastly, I'll probably be leery of accepting a subsequent Verizon promotional offer.  I've done several such orders, and have had some sort of issue with each one, requiring further interaction with Customer Support to resolve.  Very difficult engaging them at times to get things resolved.  From the looks of the many similar postings in this Community, the Promotion and Fulfillment processes could use some work.

Hope this helps.  Thanks again!

[Bharat_eee]

exactly same issue on my end as well

this promo is smart300; 

Upgraded my phone in april after checking couple of time; not only that i actually did the upgrade via phone-sales; and phone-sales confirmed the offer at the time of purchase

am sure verizon can listen in to the conversation on april25th using the transaction number… 

neverthless, looks like recently smart300 promo has different conditions now and agents are not crediting customers that used the offer as per previous offer policies