Verizon ads

[MH37]

I’ve been a Verizon customer longer than I’ve been in the military and I am nearing retirement. I have only called twice in this time over a billing issue and came from AT&T where I had to call every month.

The Black Friday deal of turn in your old iPhone and get a new 15, iPad and iwatch is nothing of the sort and lacks integrity to a level I have never experienced in any consumer purchase I have ever made.

Upon turn in of mine and my wife’s phones, I had to pay $365 each in upfront “taxes.” First bill was $660, recurring bills are $330. I was paying $160 a month before. Truth in lending???

Each line was charged a $35 activation, including 3 lines I already had. The free ipad and Iwatch also cost $35 a line. I said turn off the iPads- well, according to the deal, if you turn off the line we will be charged $475. So the free items aren’t free.

Many more details here that are not worth the time to continue writing about.

At 35 min on the phone, the agent agreed that Verizon ran the add stating “free.” Next up, a supervisor spend another 75 minutes looking at the bill.

The solution, turn in the free iPads. Escalate the device charge that should be free, and a $50 inconvenience credit.

When a major corporation deals in bad faith, markets with the intention of trickery to gain revenue, a manager says she has gotten numerous calls about bills going up by double over the same ad, I can say in candid honesty- I am ashamed to be a customer. 

Do better Verizon.

Integrity  lost.

I don’t think I can stay with a corporate culture of deception.

[vzw_customer_support]

The last thing we want is for you to feel like we're not explaining our promotions and attempting to deceive you. We'd love to help you review your bill and explain every single charge on there. We're going to send you a Private Note so we can better assist.

~Jesse

[MH37]

Joe, John, Jesse, Izzy - 

Much appreciated private message offering to explain my bill - 4 times. Also, the offer to assist in explaining the offer that "I took advantage of." As I said in my private message response, I understand my bill. Before my one hour 43 minute phone call of Verizon bill education, I looked it over line by line to dissect it, add it up, see where the fees were, and what the promotion really. I became very familiar with what I saw versus what I was told at the store, what was displayed on your ad, and what I expected. 

I have told you what my issues are with Verizon marketing, the talking points used at the stores, and the desire to drive up revenue over honesty.  Based on the four private responses where I was offered to spend more time looking over my bill, I don't believe you understand my issue.

Integrity. Honesty. Transparency.

Congratulations. You are right, while I tried to "take advantage of a promotion" I'm certain I was taken advantage of. You're revenue will go up. Nice job. Excellent marketing campaign! Nice job with the flashy sales techniques. Way to go doubling my monthly bill!

No. I don't need help understanding my bill. Please do not offer that again. If you can offer real help - you can have a shot. I'm headed to the Verizon store to drop off the watch and ipads (by the way, I only found out that there was a 30 day return policy after an 1 hour 25 minutes on the phone, way to keep that a secret). I expect to be refunded the taxes on the free items. I expect to see my bill decrease by roughly one third. Then, I'll reevaluate my bill based on my own math and interpretive skills, and make a decision on what to do or where to take my business next.

Take a look below at the last response- do you think you understand my issue with Verizon?

MH3, thank you very much for your Private Message. We understand your concerns regarding the recent promotions that you took advantage of, and would like to help find a solution for you. I'm very sorry to learn that many of the details regarding this deal were not made clear to you, and I assure you that we would never want to lose your business. I certainly understand where you're coming from, and know that I would feel the same way after 20 years of loyalty. Please rest assured that we are in the best disposition to help. Let's take a closer look at your account to better assist.

Its simple - DO BETTER.

[MH37]

Ok, I must be missing something yet again.

Returned the not free equipment, learned of the not advertised restock fee, and had the  sales manager admit that the advertising is done in a way to hide details.

All that aside, very helpful in the store to return the not free equipment and adjust my account. The difference should have been several hundred less, and now it is right back to the original bill of $661.

With a trade of the old phones, shouldn’t this promotion still be in place to pay off the new ones?

What am I missing? Now my math isn’t adding up.