I have invested over 6 hours on the phone and with my Verizon Authorized Rep. trying to get the Bonus 1 Gig of Data for myself on the More Plus Plan. Cut and dry situation but today was told I have to wait about 7 days until they can get me "an answer" o

Question

Basic question is why are any of the minimun 8 Verizon reps that I or my Authorized Verizon Rep (at Costco) spoke with unable to resolve a very simple, straightforward issue that should have been resolved in 15 minutes max.  Instead I (a 14 year verizon customer) have been given the runaround and have invested over 6 1/2 hours in trying to get someone to acknowledge that I an owed 1 GB of Bonus Data on my new phone on our new plan.  My wife got hers.  I am just venting now as I intend on returning the phone tomorrow (I got it Thursday) and turning around and getting an identical new phone.  This was suggested to me as an option by both the Rep who sold my wife her phone and the rep who sold me mine as that way I would not have to contiinue dealing with this ridiculous state of affairs (they indicated that my Free gig request was being sent to another department and that it would be about 7 days befor they get an answer).   Just Venting  .  Thanks

Answer 1

No I was considerate, etc.  The root of the problem stems from the fact that when I went to get my new phone I asked the salesperson if I should sign up for the new plan or if my wife should do it the following day when she buys her new phone (also at a Costco but in a different state).  The salesperson said it made absolutely no difference so I elected to have my wife do it.  When she did the next day she got her free Gig and her salesperson told her that I need to call in to make sure I get the gig that I am entitled to as well.  That's when the runaround started with the first call  consisting of me basically advising Verizon of what the promotion consists of, etc.since they insisted that it was one gig per Plan, that there were no exceptions to this, etc.  As mentioned they wanted to know where I got the information that it was one gig per qualifying phone. (Both the rep and her supervisor obviously were not aware of how Verizons heavily touted More Everything plan works). They told me finally that I needed to go back to the Costco where I got the phone.  I did.  The salesperson apologized numerous times to me for advising me that it made no difference who signs up for the plan or when.  She then spent over two hours on the phone (with me next to her) attempting to explain to Verizon what happened, how it was her fault, and how I was clearly entitled to the Bonus Gig since I also had a qualifying phone.  Finally she was transferred to someone who authorized the Bonus Gig (since I was clearly entitled to it) and who indicated that it might take 24 hours to show up on my new Plan.  72 hours later, no change, and the runaround continues some more.  The only reason I even came to this forum was to let off some steam since no one could give me an answer..  It's clear that I am entitled to the Bonus Gig yet the last supervisor I spoke with told me that he could only pass the request on to another department via e-mail (no direct contact, etc. even though I gave him the name and employee # of the Verizon rep who indicated the Bonus was approved) and that an answer should be forthcoming in about 7 days.  I was very cordial with everyone I spoke with as I understand that they take their direction from the top.  The countless hours I have spent dealing with this situation is something that no-one should have to go through, particularily someone who has been a Verizon Plan customer since about year 2000.  Everyone seems to agree that I am entitled to the free gig but no one seems to be in a position to help this customer.  Its a horrible way to treat someone.  I talked with the original saleslady today and told her I would be in tomorrow to turn in the phone and get a new one along with the gig I was entitled to.  She said that would be fine and wouldn't be a problem but that she would be happy to try calling Verizon once again to try to resolve the issue.  I indicated that I'm done with wasting time taliking with well-meaning and courteous (and I assume underpaid) employees who I assume are pretty much directed from above that any concessions they make, even if the customer is entitled to them, will reflect badly on their employee evaluations .  Good thing I am retired or I would really be worked up.  They only way I would consider even talking to Verizon anymore on this is if they were to waive  the $60 in upgrade fees my wife and I paid for the new phones.  I hope this explains the situation to your satisfaction.  Thanks.