Why can you not fix your mistake???

Question

I am so upset and disappointed with Verizon customer service right now!!!!
I had an email about upgrading my son's device early for free to the iphone 5c 32gb. I tried to apply it online on Saturday, 8/23/14, around 9/10am. It would not work online and said that the offer could not be validated online. So, I chatted with an agent on the website (Judy) I believe her name was. I explained everything to her and what not, at the end, she told me that I would need to call Verizon. I called and was on hold on and off for about 30 minutes while the lady checked with her supervisor to put in the order, she asked me what color and checked to ensure it was in stock, she verified my home address as shipping, explained that I would have to pay the $30 activation fee on my next bill and told me that the phone would be shipped in 1-2 business days. Here today is Thursday and I had not received the phone. I call Verizon, the first time, someone hung up on me. The second time, I spoke to a guy and he "cold" transferred me to another person, where I had to explain everything again. She told me that I was supposed to accept terms and conditions and since I was already on the phone with her, that she could transfer me to some automated line where I could put my son's number in and follow prompts. When I put the number in, it went to activation of the line instead, I pressed the button for his phone number and it transferred me to someone else. This person, was very polite, just want to put that out there. She then explained to me that they stopped the promotion on Friday and that she could see in notes where I did speak to someone and that she went over the $30 activation and all that stuff even had the color of the phone on the notes and that she had a supervisor approval, BUT she didn't order the phone!!!!!  So, the only option, based on the supervisor, was that they could graciously offer me an early upgrade for $99.99. So, I asked to be escalated to the supervisor. She informed me that it would be a 20 minute wait and that she would be in and out while I was waiting. The supervisor, believe his name was Richard, kept stating that he didn't understand how I could feel like they owe me anything because they show the promotion closed early and that all he could do was the $99.99. During our conversation, I had to repeat myself many times because he wanted to "make sure he understood me", He also explained to me that if he couldn't finish a sentence without being interrupted, that he would end the call (now mind you, been on the phone for an hour and a half, had not cussed YET, trying to be patient and hoping they would resolve this. He was a jerk. Not because he couldn't fix the problem, though I am not happy because of that, but the entire time, his voice was very cold, as if it did not matter to him whether I left and went to another cell phone carrier and it was more important for him to contradict me about one of the comments I made about being able to upgrade online, where he felt he needed to say that I could only upgrade early through calling them. I love Verizon service and coverage, but if you guys cannot fix this issue ( I did request to hear from his supervisor (which of course will take 24-48 hours), then I will go with someone who has worse coverage but will fix the problem when they are wrong!!!!!

Answer 1

Ok, so you are saying that it is okay to go thru the ordering process with someone and tell them the phone is in stock and give you one price but then not actually order the phone and not tell you, so you then have to call back and go thru 3 reps before anyone even tells you? Original end date for the promotion is tomorrow.  When I spoke to the rep last Saturday she even told me the phones were in stock. Why should I have to pay a different price when I went thru the ordering process and was quoted at only having the $30 activation fee because they stopped something and didn't tell me and they have all of this in the notes!!