A couple of weeks ago, I contacted Verizon to find out about how to upgrade my WiFi router. Once the sales representative had pulled up my information and reviewed by account agreement, they explained that my plan was long outdated (probably true, we had not changed anything for quite a while) and they could offer me a package with lots of "goodies" at the same cost -- $1 less, in fact.
I explained that I understood that our plan (Extreme TV HD) had a bunch of specialty TV channels that we valued-- especially sports channels--and that I would not want that to change plans if we could not keep our current line-up at that price. I was assured that _only_one_channel_ had been discontinued -- one related to cars or driving, not our thing -- so that would not be a problem. I accepted the proposed upgrade, with a bill that showed the expected price point. We got our equipment upgraded, and all that went fine.
But today, we went to watch the Tennis Channel only to find that our new plan did not include it, and that I'd need to upgrade from "More FIOS TV" to "Most FIOS TV" to get the channels we used to have. This is only a $20 difference, but if the sales rep had told me that the price would go up to get on the new plan, I would have kept the old one.
Unsurprisingly, I was told today that I cannot switch back, and that if I want the prior channel, I had to pay the additional fee. Today's service rep was very helpful, but seemingly not in a position to rectify the misdeed of the salesperson.
I gather that keeping these old channel line-ups for a few customers is a hassle for Verizon. But to charge me $20/month to help them clean up their process flow seems unfair.
More fundamentally, misleading customers to get a sale is wrong, and I plan to share my experience with the BBB to make sure that buyers can beware knowledgably.
Hi RichardLucas,
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