Told I need "Executive Escalation" by CS Rep

[DGERALSH]

I recently switched from T-Mobile to Verizon unlimited. I brought over 5 phone lines. I did this online through the chat service June 20^th,
2017. I was actually online just comparing prices, wanting to bring some information about switching to my group, when the chat representative convinced me to make the switch. The gist of the 2 hours online I spent with the representative was that if I switched over my existing
phone lines, turned in the equipment, and purchased 3 of the new lines as Samsung Galaxy S8s, under the "Dads and Grads" promotion I would get
$15 monthly credit ($15x3 = $45) on my monthly bill. I asked for this clearly spelled out 3 separate times and was assured that would be the case. The ONLY reason I switched was for this price, I never would have agreed otherwise.

Now since then I have spent a combined 4 hours on the phone with various representatives. I have been told that the price is impossible
because the "Dads and Grads" promo expired 2 days before the chat rep offered it to me. The second to last person I spoke with said that the only
recourse I had would be "executive escalation" and that I would need to write a (paper) letter and mail it to the address she would provide me via
email. I did receive an email from her but there was no "executive address". I then called back the next day and after another hour on the
phone (re-explaining everything) to a representative I was told that she had no idea what I could do but wouldn't give me the address and said they couldn't help me anyway.

I am at the end of my rope. I never would have made the switch if the chat rep hadn't repeatedly promised me the Galaxy S8 promo (and I
certainly wouldn't have switched to 3 of them). Now my T-Mobile phones have all been turned in and I feel lied to.  If I can't get this resolved I will move all 5 of my lines, no matter the cost. It is kind of about principal now.

David

[zellerandy]

Did you verify that you ordered the phones after the promotion was over?   Did you print out the chat conversation?  If you have the chat conversation showing they promised the promo you may be able to get a rep that could help.  However if it was out of the promotion time you may be out of luck.  Sometimes you just need to verify for yourself.

[vzw_customer_support]

Dgeralsh, thank you for joining the Verizon family.  We can understand your concern regarding the promotion and will take another look at it for you.  I sent you a private email message so that we can provide some personal support. 

RalphT_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

[DGERALSH]

I tried to reply to your email and it was kicked back

[Ann154]

Instead of replying to the email notification of the direct message, sign into the community forum and reply to the Direct Message directly through the community inbox.

[sprmankalel]

Customer Agreement | Verizon Wireless

This agreement and the documents it incorporates form the entire agreement between us. 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. This Agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest. Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state.

[DGERALSH]

So what you are saying is reps lying and misrepresenting costs to customers in order to get a sale is fine? I'm being sarcastic but that seems to be exactly what is being said. And since chats prior to signing up are not recorded it seems I have no proof or choice but to cancel my service with Verizon.

[sprmankalel]

The above agreement was written to protect Verizon.

Even though they train all employees, there are lots of them who might tell a customer something that isn't true. Reps get paid on commission. They have to make sales quotas in order to earn their commission as well as keep their job. Not all reps are intentionally deceitful and the case here could be that the chat rep may not have realized that the promotion ended. In my opinion, I don't think that the chat rep was trying to deceive you and that it was an honest mistake. I don't believe they make commission on sales.

[DGERALSH]

I understand that it could have been an honest mistake. But what I can't believe is that absolutely nothing can be done to help me. The mistake was made on Verizon's part and I feel it is their job to remedy it. I just talked to T-Mobile and it looks like they're offering me a lower price and will pay for my phones to return to them. I'm not a huge fan of their network but that looks like what I might have to do.

[DGERALSH]

I did twice and still no reply.