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FIOS Ad Complete Lie

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Janus275
Copper Contributor
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Posts: 6
Registered: ‎06-17-2012

FIOS Ad Complete Lie

Message 1 of 13
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The other day I get the following ad in the postal mail: http://imageshack.us/photo/my-images/402/verizonad.jpg/  Thinking it shows a very nice offer I might want to take advantage of, on Saturday I visit the URL in the letter to sign up.  The site does not show anything remotely similar to this letter.  So, I called the number in the letter.  The first person I spoke to was also unable to find the information in this letter.  He put me on hold to call tech support.  After about 10 minutes on hold, the tech support person comes on the line.  Apparently while attempting to himself get ahold of tech support, I was transferred there.  The tech support person then transferred me back to customer support, where I re-explain my situation (a 3rd time).  This rep informs me that she does not know why I got this offer letter, as the quoted speeds don’t start until the next day (Sunday).  And to call back tomorrow.  Total time on the phone, 35 minutes.

 

So Sunday around noon I again try the website.  After punching in my address, I get the following screen: http://imageshack.us/photo/my-images/215/verizon1.png/ Not exactly what the offer letter has, but fairly close.  I click one of the Order Now buttons and get this: http://imageshack.us/photo/my-images/576/verizon2.png/  That’s a noticeable jump in the price, for basically the same features.  So then I try to “Build Your Own Bundle”, and I get this: http://imageshack.us/photo/my-images/339/verizon4.png/  Even higher price.

 

I again call the number in the letter, but I am greeted with an “our office is closed” automated message.  Even though the letter clearly states that a phone rep is available at noon (Eastern Time) on a Sunday.  I tried the main number on the Verizon site, (which lists availability as 24/7) again same message about the office being closed.

 

I call back later in the evening.  The rep is again unaware of the promotional letter I received.  I explain to her the details, but all she can offer me is 20/10 internet + Prime HD for $94.99 with 2 year contract.  While the letter claims for $94.99 with no contract, I can get 75/35 internet + Prime HD.  Even the initial FIOS website, claims much better service at a lower cost.  After again explaining that I received an ad with certain terms, she again stated that she is unable to honor the terms of the ad.

 

The bottom line is this.  For the price the rep quoted me, I can stick with my current provider, and get better speed (and better customer service).  Though the website initially seemed to agree with the letter on pricing, once I starting clicking into the site, the prices jumped up.  The letter I received incorrectly quotes the prices on the center and right box.  And (while addressed to my residence) advertises speeds that are not available.

12 REPLIES 12
somegirl
Platinum Contributor II Platinum Contributor II
Platinum Contributor II
Posts: 3,149
Registered: ‎09-15-2009

Re: FIOS Ad Complete Lie

Message 2 of 13
(1,170 Views)

@Janus275 wrote:

The other day I get the following ad in the postal mail: http://imageshack.us/photo/my-images/402/verizonad.jpg/  Thinking it shows a very nice offer I might want to take advantage of, on Saturday I visit the URL in the letter to sign up.  The site does not show anything remotely similar to this letter.  So, I called the number in the letter.  The first person I spoke to was also unable to find the information in this letter.  He put me on hold to call tech support.  After about 10 minutes on hold, the tech support person comes on the line.  Apparently while attempting to himself get ahold of tech support, I was transferred there.  The tech support person then transferred me back to customer support, where I re-explain my situation (a 3rd time).  This rep informs me that she does not know why I got this offer letter, as the quoted speeds don’t start until the next day (Sunday).  And to call back tomorrow.  Total time on the phone, 35 minutes.

 

So Sunday around noon I again try the website.  After punching in my address, I get the following screen: http://imageshack.us/photo/my-images/215/verizon1.png/ Not exactly what the offer letter has, but fairly close.  I click one of the Order Now buttons and get this: http://imageshack.us/photo/my-images/576/verizon2.png/  That’s a noticeable jump in the price, for basically the same features.  So then I try to “Build Your Own Bundle”, and I get this: http://imageshack.us/photo/my-images/339/verizon4.png/  Even higher price.

 

I again call the number in the letter, but I am greeted with an “our office is closed” automated message.  Even though the letter clearly states that a phone rep is available at noon (Eastern Time) on a Sunday.  I tried the main number on the Verizon site, (which lists availability as 24/7) again same message about the office being closed.

 

I call back later in the evening.  The rep is again unaware of the promotional letter I received.  I explain to her the details, but all she can offer me is 20/10 internet + Prime HD for $94.99 with 2 year contract.  While the letter claims for $94.99 with no contract, I can get 75/35 internet + Prime HD.  Even the initial FIOS website, claims much better service at a lower cost.  After again explaining that I received an ad with certain terms, she again stated that she is unable to honor the terms of the ad.

 

The bottom line is this.  For the price the rep quoted me, I can stick with my current provider, and get better speed (and better customer service).  Though the website initially seemed to agree with the letter on pricing, once I starting clicking into the site, the prices jumped up.  The letter I received incorrectly quotes the prices on the center and right box.  And (while addressed to my residence) advertises speeds that are not available.


From what I can see, the ad offered:

15/5 + Prime HD: $79.99

50/25 + PrimeHD: $89.99

75/35 + PrimeHD: $94.99

 

Your initial screenshot of the site shows:

15/5 + Prime HD: $79.99 - Same price.

50/25 + PrimeHD: $84.99 - Cheaper!

50/25 + ExtremeHD: $104.99 - Different package from letter offering.

There appears to be another page of packages based on the arrows at the bottom, so the other offer is probably on the other page.

 

The next screenshot (where you clicked "one of the Order Now buttons") is of something else entirely:

15/5 + Ultimate HD: $99.99

 

Then there's the screenshot of your “Build Your Own Bundle” selections, which are different yet again:

20/10 + Prime HD: $154.98

 

From what I can see, they are offering the same price for the lowest tier they offered and a lower price for the second tier. All of the other prices listed are for packages that were not offered in the letter. If Verizon was changing the prices on you then you would have every right to be upset, but at least compare apples to apples.

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Janus275
Copper Contributor
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Posts: 6
Registered: ‎06-17-2012

Re: FIOS Ad Complete Lie

Message 3 of 13
(1,161 Views)

You’re right; the initial screenshot looks very promising.  And the prices are very comparable to the offer letter.  But none of the links there actually work.  They all lead to additional pages where the prices are much higher.  For example, the ad offers 50/25 + PrimeHD for $89.99; the first screenshot offers 50/25 + PrimeHD for $84.99.  But when I actually try to purchase that item in the first screenshot, I get 20/10 + Prime HD for $154.98 (last screenshot).  That’s both a reduction in speed and increase in price.  Neither the website nor the phone reps can offer me prices remotely close to what’s listed in the ad or the first screenshot.

tns
Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,759
Registered: ‎05-22-2010

Re: FIOS Ad Complete Lie

Message 4 of 13
(1,158 Views)

Add back the phone service and 2 year  contract and it should go down in price again.  Its your trying to build your own rather then looking at  the packages offered that screws things up.

Janus275
Copper Contributor
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Posts: 6
Registered: ‎06-17-2012

Re: FIOS Ad Complete Lie

Message 5 of 13
(1,153 Views)

@tns wrote:

Add back the phone service and 2 year  contract and it should go down in price again.  Its your trying to build your own rather then looking at  the packages offered that screws things up.



I tried what you suggested, by adding phone + 2 year contract did lower the price.  But the price is still higher, the speed is still slower, and now I'd be stuck with a 2 year contract.  I have tried clicking on every option.  I am simply unable to get either the website or the phone reps to honor the terms of the letter they sent me.  Doesn't matter what I click on the website, it will always give me higher prices and lower speeds.

tns
Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,759
Registered: ‎05-22-2010

Re: FIOS Ad Complete Lie

Message 6 of 13
(1,149 Views)

Not sure why you can't get it to show such offers.  It shows up here (NY area) and actualy at a lower price.

retiredme
Silver Contributor II
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Posts: 287
Registered: ‎10-26-2008

Re: FIOS Ad Complete Lie

Message 7 of 13
(1,125 Views)

I am curious to know what would happen if you took the physical offer letter to a VZ walk-in store and presented it. I can fully understand how a phone representative might be confused, and that a website might not have every conceivable permutation of possible offers. But the irrefutable proof of the mailed offer is hard to ignore when held in one's hand. Just curious.

Janus275
Copper Contributor
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Posts: 6
Registered: ‎06-17-2012

Re: FIOS Ad Complete Lie

Message 8 of 13
(1,107 Views)

@retiredme wrote:

I am curious to know what would happen if you took the physical offer letter to a VZ walk-in store and presented it. I can fully understand how a phone representative might be confused, and that a website might not have every conceivable permutation of possible offers. But the irrefutable proof of the mailed offer is hard to ignore when held in one's hand. Just curious.



Intresting idea.  Do the regular Verizon Wireless stores also sell FIOS?  Or do I need to a go to a store that is specific to FIOS?  As none of the locations listed here are close by.

dmonner
Contributor
Contributor
Posts: 2
Registered: ‎06-21-2012

Re: FIOS Ad Complete Lie

Message 9 of 13
(1,094 Views)

I would just like to add that I have exactly Janus275's problem.

 

For example, after I enter my address and confirm that FiOS is available in my building, the main page (http://www22.verizon.com/home/shop/shopping.htm) shows me a TV/Internet bundle of Prime HD + 50/25 Internet for $89.99 with no contract. Clicking "order now" takes me to the build bundle page (https://www22.verizon.com/FORYOURHOME/GOFLOW/OrderNew/BuildBundle.aspx), but only FiOS Digital Voice and no other services are selected initially. If I remove voice and add Prime HD and 50/25 Internet, the price is not $89.99 as advertised -- it is instead $149.98. If I switch to the 2-year contract option, my price goes down $5 to $144.98. If I add phone service, the price only goes up further.

I imagine that, since Verizon's offers are likely to vary geographically, this error is specific to my region (which is Washington, DC). Janus275, are you in that area too? It would be nice if Verizon got this sorted out soon -- I imagine they are losing lots of potential customers in my area this week!

Janus275
Copper Contributor
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Posts: 6
Registered: ‎06-17-2012

Re: FIOS Ad Complete Lie

Message 10 of 13
(1,089 Views)

@dmonner wrote:

I would just like to add that I have exactly Janus275's problem.

 

For example, after I enter my address and confirm that FiOS is available in my building, the main page (http://www22.verizon.com/home/shop/shopping.htm) shows me a TV/Internet bundle of Prime HD + 50/25 Internet for $89.99 with no contract. Clicking "order now" takes me to the build bundle page (https://www22.verizon.com/FORYOURHOME/GOFLOW/OrderNew/BuildBundle.aspx), but only FiOS Digital Voice and no other services are selected initially. If I remove voice and add Prime HD and 50/25 Internet, the price is not $89.99 as advertised -- it is instead $149.98. If I switch to the 2-year contract option, my price goes down $5 to $144.98. If I add phone service, the price only goes up further.

I imagine that, since Verizon's offers are likely to vary geographically, this error is specific to my region (which is Washington, DC). Janus275, are you in that area too? It would be nice if Verizon got this sorted out soon -- I imagine they are losing lots of potential customers in my area this week!



Yes, I am in the greater DC area.  Hopefully this is a bug in the price builder (vs. advertising system).  And hopefully Verizon can sort this out soon.  Regardless though, this is very frustrating.

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