I called in mid November to ask a question about my internet billing. Of course, the rep had to tell me about Verizon Fios, and wouldn't I like to switch over to this great service for a great price... yada, yada, yada. I listened to the pitch (making sure to write down everything she said) and since the price WAS good, I decided to place an order.
I asked this rep several times, "Now, I don't want any suprises when I get my bill. You're telling me that for all of these services, this will be the price I will pay?"
"Oh, yes ma'am. The prices I have quoted you include taxes so you will most certainly know what you'll be paying every month. The prices are good for 2 years, there's no installation charge, there's no deposit, and there's no contract."
Well, she got 4 out of 5 right.
When I got my first bill, it was $80 higher than the price I was quoted. I did bear in mind that this was my first bill and that I was probably paying for pro-rated services for December as well as January charges. But still, I thought it was probably a good idea to call and get a true understanding of what I'd been charged and confirm that after the initial bill, I would be paying the price I was told when I ordered the services.
Let me say that the rep I spoke with on 01/25/2011 was extremely sympathetic and did his best to try and rectify the situation. But I was also told that the price I was given for the services I ordered was not correct. He said that my monthly bill for the first 12 months would be approximately $33 more than I was told, and I could add a charge for the DVR to that for the second 12 (since it would no longer be free, which I already knew).
Needless to say, I was not happy. I am EXTREMELY UPSET that Verizon reps are lying, deceiving, and just perpetrating outright fraud to sell services. It's not right. I didn't call Verizon to order anything, I called to ask a question about a bill for an existing service. I was courteous enough to listen to the sales pitch, and since it sounded like a good deal I placed an order, TRUSTING that the information I was given was correct. Big mistake.
I expressed my frustration to the rep I spoke to on 01/25/2011 and he was able to apply a discount for 12 months which will bring me closer to the price I was told when I ordered the services. I pointed out that the price I was given was good for 24 months. He said that the system wouldn't allow him to apply the discount for more than 12 months. So basically, it looks like I will be stuck paying $33 more than the price I was originally told for the second 12 months (in addition to paying for the DVR if I decide to keep it, which I probably won't).
I think this confusion and frustration could be avoided if you put offers in writing. All I have are prices that I wrote down from the conversation I had with the rep when I placed the order. I'm sure Verizon has some record of the conversation I had with that rep, but I have no access to them to prove what I was told. If Verizon would send out letters (either by email or regular mail) verifying the services that have been ordered and for the prices that have been quoted, I think you'd have a much higher level of customer satisfaction with regard to billing issues.