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Jet Pack
Dcuser
Member

Super fun story, was losing local internet service abruptly in my town. Desperate to get home internet signed up to try two jet packs at home. Bought over the phone and was told I could return them 14 days no penalty and after that it was a 50 restocking feeand no contract to break. So, I held onto them and ended up not losing my internet service from local provider. I knew I would lose the 50 because I was at 30 days, but not worried about it. Messaged customer service to cancel service on both lines and return. They said no go, out $400 not returnable after 14 days. I didn't read the fine print and misunderstood or was wrongly told about return policy over the phone. My fault for not reading better, but the jet packs are brand new, unopened boxes and I am stuck with them?  I would take credit or about anything. Frustrated bc I was in a jam and didn't pay better attention. Have had my phone line with verizon for almost 15 years and pretty disappointed there is no flexibility. What can I do? Sell online?

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Re: Jet Pack
vzw_customer_support
Customer Support

Your 15 years as our customer mean the world to us.  Let's go over all the options and details together.  A private message has been sent to assist you further.

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Re: Jet Pack
Josephrhuber
Member

Hey Verizon,

I have had a very similar experience except my data usage didn’t show up for the first week I had the jet packs so had no way to know I was blowing through my data. I tried to view it online and on the jet pack itself. After we worked one week, I tried to return them on day 16 and was told the same thing, that I was out of luck and should have known better. I bought two after explicitly telling store employees we had 2 people work from home and use Netflix occasionally (maybe an episode a day, if that). I settled on 2 with the intent to maybe get a third of need be. One jet pack lasted us 2 days. The Verizon store employees were dismissive and said we’re dishonestly characterizing what they had told me during the sales process. Now stuck with $400 in bricks and no usable internet. I’ve also been a customer since 2007. 

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Re: Jet Pack
vzw_customer_support
Customer Support

Josephrhuber, having reliable and fast internet is a must nowadays.  I have a son that does remote learning and I need to use my jetpack a lot since that all started.  I am sorry to hear the incorrect expectations were set regarding the usage of the jetpack.  We do know there are people that have needs for more than the allotted 4G LTE speeds for the hotspot and we do have a fix.  We do have an option called Data Boost: https://www.verizon.com/support/data-boost-faqs/  You can keep a strict eye on the usage with our Data Utilization tool.  You can find that information here: https://www.verizon.com/support/data-utilization-faqs/  I would recommend having the usage of video streaming limited.  That would be the main cause of using the data.

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