How do you fix a rep's mistake?...or, Verizon bites!

[mydumbphone]

Maybe one of you would know?

The story: My wife and I renewed our contracts and upgraded to two new Bionic phones. The impetus for doing this was that Verizon was offering the "double data" promotion of 4GB for $30. My wife went into our independent Verizon dealer on June 5 and was told about the promotion. The dealer had been told by his Verizon rep (verbally and by email) that the promotion ended on June 6. My wife was excited about this and arranged for me to come in the next day to pick my phone and close the deal before the promotion ended. We went in on June 6 and closed the deal. When the dealer set up the phones, however, he couldn't add the 4GB promotion because it was no longer in the system. He contacted his rep and was told that the promotion actually ended at midnight on the 5th. Had we had correct info. my wife would have arranged for me to leave work early and come in on the 5th. As it stands, no one in Verizon knows how, or wants to fix the mistake.

We've put in requests to the Inactive Pricing Department and been denied (without having been told we've been denied or why). I've talked to multiple service agents and managers and have been stonewalled. I understand now that the inactive pricing dept. can only reactivate a promotion if it already pre-existed on my plan, but since it never existed, it can't be activated. I understand that the policies of the company may be such so as to prevent activation of a promotion that has expired and prevent people from gaming the system. However, I find it unbelievable that it is technically impossible for some Verizon demigod to go into some special back door screen in the Verizon system and flip a couple bits and activate a billing/plan code on a single account and remedy the mistake of one of it's reps.

Someone please tell me that such a Verizon demigod exists! Please tell me that there is another department outside of customer service and billing that actually isn't some walled-off silo; that actually talks to customers, that takes incoming phone calls in special legitimate cases. Please tell me that Verizon still cares about every individual customer like they did 8 years ago when they first won my loyalty by committing to fixing their mistakes on my first call.

What say you, Verizon insiders? Is there hope, or am just another victim to be sucked dry by another soul-less communications company?

[TraceTheory]

Oh there is defiantly someone who can, but I'd say there's a 99.9% chance you will never get in contact with that person. Just suck it up. Chances are you're not going to use more then 2GBs anyway.

[GetOverIt7]

unfortunately there is no magic number to make all your dreams come true. Best you can do is basically what you did, call and plead your case.

You are not being "sucked dry" most likely you don't even use more than the 2gb of data and depending on your plan level you may be better off with the new price plans.

[mydumbphone]

Yeah, I know I know... i'm already prepared to "suck it up." It's the world we live in. Unfortunately I know I'm going to probably max my 2gb as I am going to substitute it for my home isp by tethering off my devices. Problem is I know I'm not going to us enough data to justify the new share plans. I'm in that in-between place in the pricing plans where you either buy more than you need or pay too much for not enough.

I would just like to find that one person with the power and get my way, if anything, just for spite.

[JP Whoregan]

Maybe one of you would know?

The story: My wife and I renewed our contracts and upgraded to two new Bionic phones. The impetus for doing this was that Verizon was offering the "double data" promotion of 4GB for $30. My wife went into our independent Verizon dealer on June 5 and was told about the promotion. The dealer had been told by his Verizon rep (verbally and by email) that the promotion ended on June 6. My wife was excited about this and arranged for me to come in the next day to pick my phone and close the deal before the promotion ended. We went in on June 6 and closed the deal. When the dealer set up the phones, however, he couldn't add the 4GB promotion because it was no longer in the system. He contacted his rep and was told that the promotion actually ended at midnight on the 5th. Had we had correct info. my wife would have arranged for me to leave work early and come in on the 5th. As it stands, no one in Verizon knows how, or wants to fix the mistake.

We've put in requests to the Inactive Pricing Department and been denied (without having been told we've been denied or why). I've talked to multiple service agents and managers and have been stonewalled. I understand now that the inactive pricing dept. can only reactivate a promotion if it already pre-existed on my plan, but since it never existed, it can't be activated. I understand that the policies of the company may be such so as to prevent activation of a promotion that has expired and prevent people from gaming the system. However, I find it unbelievable that it is technically impossible for some Verizon demigod to go into some special back door screen in the Verizon system and flip a couple bits and activate a billing/plan code on a single account and remedy the mistake of one of it's reps.

Someone please tell me that such a Verizon demigod exists! Please tell me that there is another department outside of customer service and billing that actually isn't some walled-off silo; that actually talks to customers, that takes incoming phone calls in special legitimate cases. Please tell me that Verizon still cares about every individual customer like they did 8 years ago when they first won my loyalty by committing to fixing their mistakes on my first call.

What say you, Verizon insiders? Is there hope, or am just another victim to be sucked dry by another soul-less communications company?

Go to the Share Everything plan at the end of the month and call it a day. I almost never come across a customer who uses more than 2 gigs a month.

[AT&T Snatcher]

I know it sucks what happened. But like the team who is screwed over by the ump, you just are so much better off by moving on. You can go after the requlatory authorities but your case is really pretty thin because you had the chance to quit your contract when you learned the feature was not available. In fact, the original contract you signed states you did not get double data. The most you will probably get out of some state or federal authority is to be let out of your contract, if that. I would let it go and enjoy your life, you will have one less day of it to enjoy tomorrow than you do today.

[OrionsVantage]

Why didn't you just buy on the fifth?

Sent from my DROID RAZR using HowardForums

[vzwinagent]

Highly doubt you'll get it fixed. I've read communications to us as agents that say if we mess up and say the wrong thing or promise something that can't be given like that that it will not be given to the customer.