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I currently have Verizon Double Play (phone w/DSL). My budget is $90/month after taxes. I want to upgrade online to FIOS Double Play: FIOS Double Play (phone w/internet 15/5 Mbps), $6999/ month x12 months ($5 Off x1 year); No contracts (http://www22.verizon.com/home/bundles/).
Unfortunately, I am unable to do so through any online advertisement or through the My Verizon application (Add or Change Services, Change Internet Plan, Upgrade/Renewal Center etc.). I confirmed FIOS is available in my neighborhood. I've tried numerous times over the past 2 months using 3 different computers (Windows XP & 7 with Explorer 😎 & always get the same error message right before the enrollment page: "Please contact the Verizon Local Business Office. We're sorry, we are unable to continue your order at this time. Please try again later or contact your local Verizon office for assistance. 1 800 - VERIZON (1 800 - 837 - 4966)".
I just called Verizon to enroll and the Verizon rep refused to honor the online offer and instead proposed a much higher rate with a 2 year contract minimum, then suggested I enroll online if I still wanted the online deal (clearly established this is not possible due to Verizon application failure). He also suggested the online deals are all expired and if I didn't take his offer, the price would just go up. Clearly this was a dishonest pressure tactic. He then tried to talk me into a "triple play" offer (I don't want or need TV service) that would substantially raise my bill for 2 years—a 2 year contract for anything is a bad idea when you could get laid-off.
Verizon should honor it's actively advertised online FIOS offers especially when their own My Verizon website won't allow you to accept those offers. FIOS Double Play (phone w/internet 15/5 Mbps), $6999/ month x12 months ($5 Off x1 year); No contracts (http://www22.verizon.com/home/bundles/). This is what happens when a company out sources customer service and surrenders quality to meet sales quotas. They really don't care about winning over a customer unless they are embarrassed in public media. A legitimate customer service oriented Customer Service operation would say, "We're sorry you couldn't accept this offer online, I can help you finish your enrollment for that offer." That would do far more to reverse all the bad publicity from the FIOS roll-out and show "Occupy Wall Street" people not all corporations are evil.
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Any updates on this post?
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Hello Quakertown
Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.
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No messages yet regarding this issue ...
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I have the exact same issue. I was going to upgrade my services to double play 25/25 internet & digital phone for 74.99. I navigated through the website which would only allow me to sign up for 84.99 with a 2 year contract. I chatted with a couple of representatives online who couldn't or wouldn't do anything except to try to upsell me with TV service, even though I told them that I'm not interested in TV. Very frustrating, especially since I've been a long term customer. Ended up spending about an hour on the phone mostly on hold and being transferred to various representatives who couldn't help but would try to upsell me and finally transfer me to another dept. So, after retelling the issue to several reps., the best anyone was willing to offer was 79.99 to which I said no thank you. They just kept saying that I needed to sign up online and that the advertised price was only for new customers to which I replied:
1) I tried to sign up online and could not.
2) The ad did not specify for new customers only.
3) You should be offering the best price to your loyal, long term customers to begin with.
4) You need to honor the advertised price and quit trying to upsell me.
It kind of felt like dealing with a deceptive "used car" salesman. Of course, they all use the line "I understand your concern" and then proceed to say "your not eligible for that price but......" and then comes the upsell spiel. I sent an email from the contact page although they don't really have any options of who to file complaints with. I wrote at the top of the email, "please forward to the appropriate person(s)." Still no response to the email and I'm not wasting any more time on the phone unless someone from verizon calls with an apology followed by "we've decided to honor the advertised price for you." Needless to say, I'm not holding my breath. Since verizon has demonstrated no interest in honoring their advertised price nor earning more money from me for upgrading my services, not to mention the runaround and upselling nonsense, they will lose a once loyal and satisfied customer and anyone else I can influence. I have my own business and I would never treat my clientele the way verizon has treated me or you. Customer service grade = F-
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Agent Terry has joined. (19:27:07) Terry : Chat ID for this session is 01031212916. (19:27:07)
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Wow that's what I thought, and I been trying for about a week. Called business office, she insisted that the phone and internet were not $79.99 for 35/35 Mbps. Try to sell me triple bundle, didn't need TV, got Dish, think I'll call Comcast see if they will cooperate, this just tick me off
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Day 5 & still waiting for a response ... "an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue." Verizon, can you here me now? This issue could go viral ...
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I'm still waiting too.....no response to my email several days ago....no place to file a complaint....no customer service agents (only sales reps). Based on my experience with "customer service" at this point, I'm surprised that they don't charge to speak with one of their customer service....um.....I mean....."sales" agents.
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Agent Hayden has joined. (22:26:56) Hayden : Chat ID for this session is 01041272687. (22:26:56) Hayden(22:27:01): Hello. Thank you for choosing Verizon and visiting our Verizon chat service. How can I help you place your order? The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience.(22:29:26) Agent Sabrecia has joined. (22:29:51) You(22:30:48): Trying to upgrade service to double play 25/25 internet plus digital phone at advertised price of 74.99. Website will not allow me to sign up for this. Can you upgrade my services at the advertised price. Sabrecia(22:31:18): Thank you for being a valued Verizon customer. Could you please tell me what services do you currently have with Verizon?
Then choose Internet plan you want and unlimited home phone.
Let me know what price is showing.
You will be prompted for your telephone number by our Voice Response Unit. To ensure protection of your personal account information and expedite the handling of your request, please have your Verizon account number or bill available.
Our representatives will be happy to help you. Sabrecia(22:51:12): Do you have any more questions for me? I will be happy to answer all your questions.