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Fraud, Lies, Deceit!!!! Whatever happened to customer service

nic1
Miembro

I need feedback as to how should I proceed. I had to find a new carrier due to Sprint having some major tower issues. I did my research to find that Verizon supposedly has the best coverage. Which important being that my husband is a truck driver. I went to the Verizon site and a chat window opened. I expressed to the rep that I needed a new carrier and why. I told her that cost was very important to me and asked what plans were available. she quoted me a price that was different from the price on the screen and said that the difference would be reflected when I registered my phone. I asked several times if the quote was accurate and she stated that it was and further stated that I could use the chat as  proof of the terms. She walked me through the entire process which took some time cause I wanted to make sure that everything was as she stated. So I printed a copy of the chat and once the phones arrived in the mail I activated and called to get the price that I was quoted online to find out that they will not honor the quote. Now my husband is on the road with no phone and I'm here waiting for someone from upper management to call me so that I can see how to proceed. thus far I have spoke with 3 reps, all saying that there is nothing that they can do but change my plan to lesser minutes and would cause me to pay overage fees or to try and find another company which has already been stressful. What should I do? I spoke with my attorney and he said that if I have it in writing, and I do, that I have a case. I'm looking for contact information for the corporate to express my dissatisfaction to them as well. This has been a painful transition and we are just starting. I was with sprint for 11 years which shows that I do not jump from one carrier to the next. I feel like I have been hustled.....

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

Unfortunately the chat reps are not the sharpest tools in the shed. What are you looking for in service and I can give you an idea of what options you can take for pricing.

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

rcschnoor
Líder Sénior

Your best bet would probably be to return the phones within the 14 day return window if you are unhappy with the pricing available and to look for a provider with advertised pricing which is more in line with what you would like.

What plan and pricing were you told you would receive?

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

nic1
Miembro

I have 3 lines, one smart phone and two flip phones. We signed up with Verizon online for the family share everything plan. unlimited talk and text with 1gb of data

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

nic1
Miembro

No my best bet would be that Verizon honors the written quote that I have.... I called my attorney and he has given me advice as to how to proceed.

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

GO6GO
Miembro

What is the difference between what you are being charged and what you thought you would be charged?

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

nic1
Miembro

There is a monthly difference of about 30.00 in the quoted amout which total out to be about 360 a year

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

For two basic phones and 1gb of data you would be looking at $30 per basic

phone and $40 per smartphone, then $50 for 1gb of data. If your employer

offers a discount you will be able to get a percentage off the $50. So your

looking at a total of $150 a month, before taxes, which is pretty good for

three phones with unlimited minutes and texting. Verizon doesn't have the

ability to change the way their plans are for one specific customer just

because an employee was incorrect. If the price is too much and you're

inside your 14 days, I would return the devices and call the whole thing

off, but I doubt any legal action would get you any where.

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

jroeder
Sr. Member

In a perfect world a company would honor a price that was quoted. But what was quoted does not exist. So they are trying to help you and give you correct options on what you have available. However you are stuck on trying to get them to create a plan/price that doesn't exist that some inexperienced rep quoted you. If a car salesman told you the new Subaru Impreza had a panoramic roof and that option was not available for that car, would you push Subaru to make you an Impreza with a panoramic roof? I wouldn't think so. So if your not happy with your options go to a provider that has options to suit your needs.

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Re: Fraud, Lies, Deceit!!!! Whatever happened to customer service

crelin
Sr. Member

"Este acuerdo y los documentos que incorpora constituyen el acuerdo completo entre usted y nosotros. You can't rely on any other documents, or on what's said by any sales or customer service representatives, and you have no other rights regarding Service or this agreement."

That is part of your customer agreement.  You did not sign the chat log as your agreement for service, what the representative told you, while unfortunate in that it was wrong, has no bearing on your actual service costs.  In a company with thousands of employees, some representatives will be wrong or misinformed on occasion.

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