Recently I went into a Verizon store to transitioned to the "Everything plan" and rep offered me the mobile jetpack for free due to a promotion. Asked her several times if this was indeed free. I figured if it was free then why not? I should have been more skeptical. Anyways, bill arrives a month later and I see an activation charge and prorated monthly fees for the device. Went back to the store, spoke with a manager and had the activation fee removed but unable to get the device cancelled without incurring an ETF. Contacted customer support with no luck as well. I have now filed a complain with the BBB, FCC and local regulatory agency. Not sure how much any of that will help but is there anything else that I can do since the rep misrepresented this promotion. I know at this point it's he said she said but I so disappointed with Verizon and their unwillingness to help and will end up cancelling my service after 10 years of being a loyal customer. Thank you.
I'm sorry to hear of your dilemma. I hope Verizon readily resolves your issue. Representative can be pushy and omit to convey pertinent information customers need before giving the approval. Not after with a big surprise. Best wishes to you. You've been a loyal customer i can't say that for the rep. You encountered. Shame on verizon
I agree completely that the representative was in the wrong for not mentioning the additional fees that are associated with the device. They should have mentioned that, which is why you got your activation fee waived so easily by speaking to a manager about it. However, you probably would have been wise to get a printed out reciept of the purchase and the agreement that you were entering into. On there, you would have seen the period in which you could return the device without incurring an ETF as well as the cost of activation and this all could have been resolved before leaving the store. Besides, you can turn almost any smartphone into a mobile hot spot on the MORE Everything plan at no addtional cost besides data.
I'm usually pretty good at being thorough as far as billing but had a lapse in judgement on this one and didn't really think of the jetpack as another line or another 2 year contract since it was not a cellphone. Not sure why but I should have now that I think about it. Basically I thought I was signing the agreement to transition to the new plan and nothing else. Total brain fart on my part.