My son had wanted a smartphone for a while, but was not eligible for an upgrade til next July. We checked ebay, amazon, verizonwireless.com as well as called verizon wireless customer service # a couple of different times to see if we could get a smartphone he wanted at a price he could afford.
Lo and behold, verizon wireless customer service told us (2 different reps on 2 different days) that we were eligible for a 'loyalty upgrade' - $200 off of the retail price of any 4G phone. Great! Or so we thought. Were told this was a over the phone only promo, so spent a good hour on the phone with the rep ordering the phone and making sure all was in order. Confirmed that this was not one of those 'you get a pre-paid Visa card in the mail' deals....nope - was a direct $200 credit to our wireless account. Wound up getting a 'certified pre-owned' Samsung Galaxy s5. $419.99-$200 = $219.99 (plus tax of course), right??!?!
HOWEVER - email that was sent confirming the order as well as paperwork that came with the phone show full price....called them back after receiving the email and then again after receiving the phone, and was told 'don't worry, you'll see the phone order and credit on your next bill'. The bill had just closed out for the month a few days before, and doesn't close out again until early next week...and of course you don't see pending charges online, you have to wait until the month closes out.
Called again today since I was getting antsy about the upcoming bill and wanted to confirm 100% that the credit would appear on the bill. WELL GUESS WHAT - rep had NO IDEA what i was talking about, no recollection of any 'loyalty upgrade' being offered in October.....no notation of the discount was made by the rep who took the order.
SO NOW we have to wait...
you know that message you get at the beginning of many customer service calls: 'This conversation may be recorded for training purposes'?!!??!?!? Now they are going back to the recording of the conversation I had with the incompetent idiot who took my order, which will confirm everything.
What is wrong with this company? Has anyone else had this problem?
They way that promo works is you call and make someone order the phone for you. There is no credit to be had or promo codes to enter on your end. they do it and you only pay the $200 less price
I am sorry to learn of the promotion issues outlined on your post jmapw66! I'd like to review your account and get to the bottom of this issue! I have sent you a direct message, please review and reply and I will check into this issue further for you.
AntonioC_VZW Follow us on Twitter at www.twitter.com/VZWSupport
Verizon continues to screw us over. Heather, the rep spoke to on 11/5 never called back, no word on the bogus lie about listening to the recording. Spoke to a Melissa yesterday and said there was no recording. Such bullshit. I AM NOT paying the full price for this phone when Verizon told me it would be $219.99 NOT $419.99. Contacted local consumer advocate on local news. Hoping to get some help there. In the meantime shooting off a hard copy letter to every executive at this company - they need to know how incompetent and what liars their customer service people are!!!!!
A Few points
1 The chances of them listening to the tape are about the same as some of the Verizon cheerleaders saying something bad about Verizon.
2 The chances of a callback are slightly better. However, its probably still in the single digits percent wise.
3 Good luck. Just make sure you take a breather and don't lose your temper ,as much as its warranted, while talking to them. They have been known to hang up.
You don't actually think that if the recording will help you, that they will release that information to you, or admit to its existence. The good news is that you should be able to get away with recording them, since they have announced to recording you, but its a bit late for that. Something to consider for next time though!