F'n Verizon Bait & Switch! DO NOT CANCEL YOUR PRE-ORDER

[Wnrgway]

EDIT: Since this popped back up to the top, here's an udpate...Verizon was able to move our plan back to Unlimited Data once we received and activated the phones. I did send an e-mail to Dan Meade and a couple other very senior execs and heard back the next day. The 2nd rep did a good job documenting everything. Long story short, I contacted Verizon again after activating the phones and after reviewing the file, the rep changed my wife and my accounts back to unlimited data immediately. I checked online after getting off the phone to confirm it.
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If you don't read any further, just know not to cancel a pre-order placed before 28 June under any circumstances. [Edit - looks like Verizon will resolve this issue. In any case, please be careful about canceling any pre-order placed to retain unlimited data]

My wife, being indecisive, decided she wanted a white phone. We had pre-ordered her a blue Galaxy S3.

RANT ON...

The verizon rep told me that we would have to cancel our order for both phones to change the color. I asked 3 times if it would effect our unlimited data plan and was told it wouldn't. I made sure he understood that I didn't want to get rid of our current data plan. I also told him several times that the order had to include both phones.

Several minutes later...I get an e-mail canceling the first order and second order for only 1 phone with the 2GB plan.

So I call back and was told that there's nothing that can be done. After I press my point I'm the rep checks with someone that has some more authority. Now we'll receive the phones, activate them, the rep will call me afterwards and work out the data plan swap back to unlimited.

Man, I'm still pissed. The first rep was a complete imbecile. The second had to deal with a situation she didn't create, but going out of her way to make good.

Lesson...DO NOT under any circumstances cancel a pre-order placed before 28 June regardless of what you're told. Hopefully my wife will enjoy her white phone.

RANT OFF....thank you for listening.

 

[Biopsidy]

Most reps indeed do not really know what's going on. The 28th was a hard cut-off date so they should have known that anything after that was going to change the plans.

As far as having to cancel your order to swap colors that seems accurate. I too had called a friend (who does typically know what's going on) who works at Verizon after I had originally placed a preorder for a white and then changed my mind for the blue. He said he did not see any options to swap or exchange the phones for a preorder and that we would have to cancel the order and start a new one. The good thing is that another friend wanted the white so instead of canceling orders I just had her order the blue and I'll give her my phone and I'll take hers when they get here.

 

[Premium1]

Well hate to say I told you so but they clearly said after the 28th you would lose unlimited data. I would have just waited and exchanged it in store once it was available to be safe.

 

[Wnrgway]

Well hate to say I told you so but they clearly said after the 28th you would lose unlimited data. I would have just waited and exchanged it in store once it was available to be safe.

They also clearly told me on the phone that I would have the unlimited data plan with the new order.

I also asked about exchanging it in the store and was told that wasn't possible for an online order. I'm now wondering if that's correct or not, but that was my first question. The lesson is not to trust the reps I guess.

There are always going to be bad employees, but the work around is horrendously complex. Based on the initial response, it doesn't seem like Verizon wants to hold itself accountable for the actions of its employees. In any case...maybe I'll stop someone from making the same mistake. Their order system is very rigid and doesn't allow them to easily make changes for issues like this. Even when they're the ones that cause the problem.

 

[goin_nil]

I've found that I have to make 3 calls to confirm information I get, especially when it's important. Sad that we have to do this but in the end we are the ones that suffer from misinformation. I hope you get it cleared up.

 

[sardar615]

Agreed, that the techs usually know nothing. I not only called, but did a chat to confirm and then called them again. But I wasn't sure which one I wanted, :-\ so I ordered 1 blue and 1 white, and figured, I can go to the store and swap it out, if I didn't like a particular color.
Hopefully, I will be able to do that.....

 

[Bbeelzebub]

Email Dan Meade. They'll fix it. Google for address. Tell them exactly what you were told and demand a fix. They'll call you back tomorrow morning. You can get almost anything you want by complaining to the president personally.

 

[ibcop]

Check, double check, and triple check with Verizon. And get names of those you talk to.

 

[ibcop]

If you don't read any further, just know not to cancel a pre-order placed before 28 June under any circumstances.

My wife, being indecisive, decided she wanted a white phone. We had pre-ordered her a blue Galaxy S3.

RANT ON...

The verizon rep told me that we would have to cancel our order for both phones to change the color. I asked 3 times if it would effect our unlimited data plan and was told it wouldn't. I made sure he understood that I didn't want to get rid of our current data plan. I also told him several times that the order had to include both phones.

Several minutes later...I get an e-mail canceling the first order and second order for only 1 phone with the 2GB plan.

So I call back and was told that there's nothing that can be done. After I press my point I'm the rep checks with someone that has some more authority. Now we'll receive the phones, activate them, the rep will call me afterwards and work out the data plan swap back to unlimited.

Man, I'm still pissed. The first rep was a complete imbecile. The second had to deal with a situation she didn't create, but going out of her way to make good.

Lesson...DO NOT under any circumstances cancel a pre-order placed before 28 June regardless of what you're told. Hopefully my wife will enjoy her white phone.

RANT OFF....thank you for listening.

Moral of the story?

Happy wife - happy life.

 

[PJnc284]

Check, double check, and triple check with Verizon. And get names of those you talk to.

Doesn't matter who you talk to, Verizon policy can supersede anything you're told. From the Customer Agreement.

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.

 

[Wnrgway]

Email Dan Meade. They'll fix it. Google for address. Tell them exactly what you were told and demand a fix. They'll call you back tomorrow morning. You can get almost anything you want by complaining to the president personally.

Thanks. I'll give it a shot.

I'll be sure to update this thread later...for better or worse.

Contract language aside, Verizon's actions are indefensible to any sane person. It's called bait and switch.

In any case, we'll be sure to enjoy our white phone as much as possible.

 

[jwm049]

I just LOLed

 

[Premium1]

They also clearly told me on the phone that I would have the unlimited data plan with the new order.

I also asked about exchanging it in the store and was told that wasn't possible for an online order. I'm now wondering if that's correct or not, but that was my first question. The lesson is not to trust the reps I guess.

There are always going to be bad employees, but the work around is horrendously complex. Based on the initial response, it doesn't seem like Verizon wants to hold itself accountable for the actions of its employees. In any case...maybe I'll stop someone from making the same mistake. Their order system is very rigid and doesn't allow them to easily make changes for issues like this. Even when they're the ones that cause the problem.

yeah well the plans and many sites such as these said after the 28th no more unlimited data. Idc what any rep says I put more faith in the things sites such as these post than any rep.

 

[Wnrgway]

Idc what any rep says I put more faith in the things sites such as these post than any rep.

Can't disagree with you there! But seriously. What good is a customer rep when you can't trust anything they say? It may be the current state of affairs, but I can't see how it's acceptable.

 

[ColdBrew]

My understanding is you only have 14 days to get back on the unlimited plan. After that there is nothing they will do.

 

[ColdBrew]

BTW I've talked to even reps to know they don't all know what they are talking about. Matter of fact the last one I talked to said I should call at least 3 times to make sure that I will get to keep my unlimited plan BEFORE I activate the S3. And if they tell me I won't be able to keep it, sale it on ebay.

 

[dpham00]

I have been lied to on numerous occasions by reps. It happens. But just be firm, I find that if your request is reasonable, that you will be vindicated. I ordered the thunderbolt on a one year contract, but it got messed up on Verizon's end. order was canceled by Verizon because of their stupid system and AMEX. Called back to order, the idiot ordered but with a two year contract,even though my original order was for a 2 year contract. I was suspicious and called and chatted online and they said don't worry, it's a 1 year contract. I call in to activate the tbolt, and lo and behold, it said one year contract. The CSR did not want to change it to a one year contract, after an hour on the phone, finally changed the contract date. Thought that was the end of it, but nope, She forgot to change the upgrade date. So, when i called to get the gs3, i couldn't. Even though I was not on contract, they would not let me upgrade. Anyway, after over 80 minutes on the phone, they finally agreed.

took several phone calls and several hours but the issue was resolved. one thing i will say is to remain calm, and never give up. they will always try the easy way, but just keep insisting nicely, after a while, ask to talk to a supervisor. So long as you are justified, then the supervisor can override just about anything.

Oh, and then there was the time I bought some dumb phones before the cutoff in 2010 where they were forced to have a $10 data plan. that took probably over an hour too, since I bought the phone before the cutoff, documentation said no data plan, but Verizon insisted that those phones had to have data plans. After enough persistence and persuasion, i did activate the phones without a data plan though.

 

[PolynesianMedic]

I stopped in a store on the 11th and asked about the plan changes and them getting rid of the grandfathered unlimited plan, the woman told me that nothing was official and they were still considering the change. I wished I had more time to show her up because I would have logged into Android Central and shown her the Verizon memo!

Sent from my ADR6300 using Android Central Forums

 

[kilofoxtrot]

I have been lied to on numerous occasions by reps.

In order to lie to you or anyone else the rep would have to know the truth first. Hence the term lie. They have no clue what the truth is and are often more misinformed than their customers. This goes beyond Verizon... way way beyond Verizon.

99.99% of the time lying isnt the case... its a case of ignorance of the individual rep complicated by company whose left hand has no idea what its right hand is doing.

 

[Joe the Insider]

Actually the reps do know whats going on, Just because there is a few out there doesn't mean the rest are the same. I love how people on here consistently bash vzw reps. Like most companies, theres over 100,000 employees and unfortunately you cant make every single one understand how things work and some just dont give a , But just because those few are idiots, doesn't mean the rest are.