Husband is a long-time Verizon customer. 2 kids and I have been with ATT for past 5-ish years. One kid needed new phone so I contacted ATT to get their promotions/loyalty offers and thought I would contact Verizon for comparison. Was told over the phone (800 number) and in-store (yesterday) that I could trade in our 2 iPhone XRs for $800 credit toward purchase of new iPhone 12 64 gig ($799), plus get $200 VISA gift card/line for porting our numbers. Alternatively, we could each get a $450 Verizon credit card if we wanted to keep our existing phones and come over to Verizon. My son with the iPhone 7 needs a new phone, and I was told that he could get an iPhone 12 mini for free if we added his line to the Verizon account. I was further told that he could also get the $200 credit for porting his number if the new phone cost at least $800, so he got the 256 gig 12 mini (basically paying $150 more than than 64 gig mini in order to get the $200 credit). The store rep wrote all of this down on a sheet of paper, which I kept.
We got an email saying there is a private message from customer support. The message says to reply to this private message, but there is no "reply" button or link. So am I supposed to reply here? This is so frustrating. I texted the sales clerk Wednesday to ask why they can't cancel the sale and re-ring it correctly (if they aren't willing to give me a written promise to correct the incorrect sale). He replied Wednesday evening saying he would talk to the store mgr yesterday when both were at work and get back with me. Heard nothing. AND I texted him twice yesterday asking for an update. No reply. ATT is willing to re-port our numbers at no charge. Calling us back at noon to confirm that's what we want to do. All the phones are sitting in unopened boxes because they're going back if we don't get this taken care of today!
As a consumer, I sincerely understand your concerns and your desire to get the promotions that you were offered at the store. You mention that want to cancel the sale and ring it up correctly and this can only be done at the store, please visit the same store and bring the devices for immediate assistance. I would like to inform you that any cancelation or exchange must be done within 14 days from the purchase date, please confirm at this link (https://www.verizon.com/support/return-policy/).
I sent a text to Kyle (salesperson) Wednesday evening asking if they could return the original BOGO purchase and re-ring it under the $800 promotion. Kyle said he needed to talk to his supervisor who was gone for the day and he would get back to me on Thursday. I sent 2 texts Thursday afternoon (no reply) and called the phone number associated with Kyle's text number on Friday, and I've received no reply.
I also learned during a call with customer service that Kyle did not cancel the multi-device protection plan that he had put on the account without my permission and which he said he would take off when I visited the store Wednesday. The customer service rep said she would cancel it as of Friday, but she could not back-date the cancellation to Tuesday. Instead, she said I would need to call billing after the bill for this period was issued. This is crazy. The company should take responsibility for their mistakes and the onus should not be on the customer to call or visit store a million times just to get the promised goods/services.
So what do you suggest I do?
I'm sorry to learn that you haven't received a call back from the sales rep, bestdogever. We certainly want to ensure we follow up and follow through with our customers. We've sent you a Private Note to best assist.
What is the purpose of sending customers a "private message" if you don't intend to respond? Are you just hoping to keep us from airing our complaints in public? In response to the note above, I logged in to view the private message below that was sent on 5-30.
I sent a reply (text copied below) that same day (5-30) and have yet to receive any response.
We're sorry that you haven't heard back yet, bestdogever. We definitely want to make sure your issue is resolved. We'll be sending you another private note that you can use to join us in a chat when you are able.