Today I called Verizon Specialist, he offered me 50% discount on iphone device upgrade as promotion for a period of 24months. I was excited to hear, and made my purchase decision based on this and asked the specialist to place the iPhone order today 11/22/2019. He placed the order and all good until I got an email with NO mention of discounts in the order or the bill. Literally mean NO discount and I'll have to pay the full price. Shocking!!
After the initial order, Verizon specialist over phone or via chat were NOT unable to give me 100% confidence on discounts. I only have 14 days window to return, if I use the device - I'll end up paying restocking fee.
Now, should I wait for 2 billing cycles to check if I'll get discounts? If I don't then there is no gurantee to get as I don't have any written proof of 50% discounts on device.
One Vzn specialist - said they can escalate this if I don't get the discount based on the following annotation on my account. But does this mean Verizon incorrectly made initial statements to influence my purchase decision!
Anyone having the same issue? if I don't see the gurantee on discounts, I kind of thinking of moving to another carrier!
Annotation from verizon specialist:
"WANTING TO CONFIRM THAT HIS ORDER WENT THROUGH AFTER THE PAYMENT DECLINED, ADVISED CX THAT THE ORDER DID GO THROUGH AS CX GOT A EMAIL CONFIRMING THE ORDER IS NOW COMPLETE. CX WAS OFFERED 50% OFF HIS DEVICES, BUT CX IS NOT SEEING ANY PROOF OF IT WHEN HE GOT THE EMAIL VERIFYING THAT THE ORDER WAS COMPLETE WITH THE PRICING. ADVISED CX THAT I CAN NOT SEND HIM PROOF BUT HE WILL SEE THAT DISCOUNT ON HIS NEXT MONTHS BILLS"
Verizon 800 Customer Service records all conversations. Always get the name and city of the rep you speak to. Ask them to enter notes on your conversation and read them back to you. (Make sure to text yourself exactly what the rep said they entered on your account). Before finalizing any deal make sure you understand exactly what the rep said and entered as notes on your account. Don't be afraid asking to have anything said to be clarified.
Once you hang up, go to your recent call list and open up. On an iPhone it will list the number you called, the time you called and the length of the call. Take a screenshot of that call information. Now take a screenshot of the text you sent yourself of the notes the rep said they entered on your account. Attach both screenshots to an email that you will be sending yourself. Included with the 2 attachments, type in the email the rep's name and city they gave you along with the date. Add any other memories of the phone conversation. Now email and save the email. If later you are not given the deal you were told and can not get satisfaction, provide a forwarded copy of email and attachments you sent yourself to an Verizon supervisor. Demand that they use the information on that email to go back and listen to the recorded conversation you had with the original rep. That will be your proof of exactly what was said. I myself have never been cheated out of an Verizon promotion. But to be fair, I always make sure I know exactly what the offer is. I will even call multiple times to talk to different reps to make sure everyone is on the same page.
I am of the opinion that most times the customer does not do their homework to know what questions to ask and to know rather a answer from an rep sounds correct. Verizon has lots of call center reps. They have lots of offers that change. Sometimes a rep can make an honest mistake that cost you. Do as I stated above and you will have proof of any mistakes a rep may have made. If you get conflicting answers from two different reps, ask to speak to a supervisor. The reps will try to act as a buffer to keep you from speaking to one but insist you want to speak to one. Tell them your willing to wait.