Is VerizonWireless Being Deceitful Or Just Not Focused?

Dell / Inspiron one 2320
May 20, 2014 at 11:14:44
Specs: Windows 7 Home Premium, 3.3 GHz / 4001 MB
I'm not accusing VerizonWireless of anything deceitful, but a recent experience certainly has me wondering...

My son and his girlfriend stopped by the house on Mother's Day. He showed us his brand new Galaxy S5 and told us that Verizon was running a Mother's Day special, $149 with a $50 rebate in the form of a gift card. The rebate deal expired at midnight.

He had gotten his phone at a Verizon store and the person he was working with helped him fill out the rebate paperwork. His girlfriend didn't have the information she needed to get her phone at the store, so she ordered hers on-line when she got to our house.

My wife and I had been considering getting new phones and since my wife liked my son's S5, we both decided to order phones that same day to take advantage of the rebate. We all received our phones by the middle of the week and one of the things I noticed was that there was no mention of the rebate with any of the paperwork that came with our phones. Since I had to go out of town for the next few days, I didn't do anything with the new phones other than open the boxes.

Fast forward to last Saturday night when my son's girlfriend was over the house. She asked me what I had done about the rebate. I said that I hadn't done anything because I had been out of town but was planning on calling this week. She told me that she had already called and that the Verizon rep had verified that there was indeed a rebate for that phone on Mother's Day and that they would mail her the rebate paperwork. I called Verizon this morning and was told the same thing, so I am now expecting the rebate forms in the mail.

Obviously, this makes me wonder about VZW's processes. Was this a purposeful "Don't tell them how to take advantage of the rebate and hope they don't call" process or did someone drop the ball and not connect the "rebate system" to the "order system"?

Sure makes one curious...

message edited by DerbyDad03


See More: Is VerizonWireless Being Deceitful Or Just Not Focused?

Report •

#1
May 20, 2014 at 11:20:20
Difficult to answer unless someone here has long term experience of VZW. They could have just bungled it or it could be suspicious.

Always pop back and let us know the outcome - thanks

message edited by Derek


Report •

#2
May 20, 2014 at 11:55:43
I've been using VZW for a very, very long time.

The last time we upgraded there was not only a rebate, but a trade-in on our old phones. I remember this pretty clearly because when all was said and done, we ended up with new phones for free and an extra $50 on a VZW gift card. The rebate was applied directly to the bill and there was a letter included with the phones stating that we would receive our "trade-in authorizations" in a separate mailing.

This time there was no mention of the rebate or of any follow-up mailings included with the phones. Of course, things have also changed at VZW. For example, there is now a $30 "upgrade fee" associated with any upgrade, whether you choose a free phone or their most expensive model. As hard as it to say if this current situation was planned or if it was just an error, it's also hard to see any kind of long term pattern since the way they do things and the plans they offer change almost constantly.

message edited by DerbyDad03


Report •

#3
May 20, 2014 at 12:47:44
Most likely they don't push the rebates too hard in order to save bucks.

Always pop back and let us know the outcome - thanks


Report •

Related Solutions

#4
May 20, 2014 at 23:49:21
While I have several issues* with the asses at verizon, you didn't expect to get the rebate a mere two weeks after the purchase did you?

*
1) Prior to verizon I had alltel and before that another carrier I don't remember. When alltel bought out the first carrier they discounted my bill $15 each month because they didn't have a comparable plan and it was that way for all the years I was with them. When verizon bought out alltel they called it a 'promo' and took it away after 3 months. When I called them about it the lady just laughed and asked did I expect the promotion to be permanent?

2) I still have an alltel phone but over a year ago verizon disallowed picture and video texting for alltel phones. But do they discount my bill because of the reduced service? No, of course not.

3) I brought a verizon bag phone into one of their stores to get it activated. They looked at it like it was from Mars and said, Oh we don't do those anymore. Well I figured they should know so I let it go for awhile. Then a few months later I called their tech support and asked them about it and they said sure we can activate that. So a few minutes later it was up and running.


Report •

#5
May 21, 2014 at 10:51:29
re: "...you didn't expect to get the rebate a mere two weeks after the purchase did you?"

To be honest, I'm not sure why you are asking that question. I never said anything about a time frame to receive the rebate.

My post was about the fact that there was no indication in any of the paperwork or on the order page related to how to get the rebate. As it turns out, there are forms that are required, yet there was never any mention of how the end user could obtain those forms. In the cases that I am familiar with (mine and son's girlfriend) we actually had to call in order to get the forms. That is my only complaint, which has nothing to do with the timeframe to receive the rebate.

re: "I brought a verizon bag phone into one of their stores to get it activated."

I'm not doubting you, just asking a question: Are you sure it was a actual VerizonWireless store and not a VerizonWireless Authorized Retailer?

The Authorized Retailer stores look very much like actual Verizon stores, but the staff are not Verizon employees. These stores even have the VerizonWireless name and logo on their store fronts in sizes that could certainly confuse the shopping public. As is often the case, you have to read the small print.

These are Verizon Wireless stores:

http://www.updatemyandroid.com/wp-c...
http://upload.wikimedia.org/wikiped...

These are Verizon Wireless Authorized Dealers:

http://images.taubman.com/www.shopt...
http://ackermannpr.com/wp-content/u...

I will not deal with an Verizon Wireless Authorized Retailer. Based on the fact that they are not actually Verizon employees, they do not have direct access to the Verizon systems. Everything is at least one step removed and it makes for some very confusing paperwork and processes. I had a problem with a phone and ended up sitting in an Authorized Retailer's store for over 30 minutes while they were on hold with VZW Tech Support. I eventually gave up and went to an actual Verizon store where they were able to contact someone in a matter of minutes, make the changes to my account and solve my problem in a very short amount of time. That is just one of a few problems I've had with Authorized Retailers. While VZW isn't perfect, at least you are dealing with the source of the problem and escalations go much smoother.


message edited by DerbyDad03


Report •

#6
May 22, 2014 at 02:06:44
Off hand I don't know which it was. It's listed as 'verizon wireless communication store' in the phone book. They told me the bag phone couldn't be activated because it was dual band, having both the 800 mhz analog component and the 1900 mhz digital, and the analog was no longer used. I told them the alltel phone I was now using with their verizon service was dual band but they said that was working because I already had the service with it. So I left the store thinking activation wasn't possible, not that they wouldn't do it because it wasn't one of the models they were currently selling.

Anyway verizon would periodically send me flyers about the new phones they had available. I realized the person there had given me a line of BS when I saw that some of the new phones they were selling were also dual band so I knew verizon could activate them.


Report •

#7
May 22, 2014 at 15:54:13
Phone book? What's a phone book? ;-)

message edited by DerbyDad03


Report •

#8
May 22, 2014 at 18:01:14
Oops. Did I date myself? It's that book sitting next to my rotary dial phone.

Report •

#9
May 23, 2014 at 11:14:11
We get the phone book(s) delivered every year.

Every year I ask my wife why.

Every year she says she might still need to use one.

Every year we swap out the old ones for the new ones, that being the only time they come out of the cabinet.

message edited by DerbyDad03


Report •

#10
June 22, 2014 at 21:18:21
Just thought I would post an update on the rebate saga.

A few days after I called VZW and asked that the rebate forms be mailed to me, they did indeed arrive. Unfortunately, I do not know how to read Spanish, and even if I could, the Galaxy S5 was not even listed as one of the models covered by the forms that I was sent.

OK, so back on the phone with Verizon Customer Service where it took 2 tries to get a rep who was able to find the Mother's Day rebate offer in their system, and find the correct form, written in English, to send to me.

A few days later I get the new forms and I send them in with all the UPC tags from the phones. I also took notice of the small print that says I'll have to wait 2 weeks before I can log in and check the status of the rebates.

About a week after I sent in the forms, I talked to my son's girlfriend, who - as noted in the OP - also had to call VZW to get the form for her rebate. She told me that 2 weeks after she sent in her form she got an email with a "rebate tracking number" and instructions on how to check the status of her rebate. When she logged into the site the status page stated that her phone was not eligible for any rebate. She had to call VZW and escalate the call above Tier 1 in order to find someone who knew how to fix the issue. When she checked the status the next day, it now said that her rebate was being processed. While she hasn't received her rebate card yet, she is apparently a few steps closer.

OK, so what about my rebates? Last Friday I received an email with the 2 rebate tracking numbers for my phones. When I logged into the status site, I too was informed that my phones were not eligible for a rebate.

So it's back on the phone with VZW customer service. After I explained the situation to the rep, she looks something up on her system and says "I found the offer...$249 for the phone with a $50 instant rebate, so you paid $199 for each phone. What is it that you want help with?" I informed her that she must be looking at a different offer because the phones were $149 with a $50 mail-in rebate and that my rebate request was rejected. I told her that my son's girlfriend had just gone through the same thing and that someone at VZW was able to fix it, so I asked that she look at the system again to find the correct rebate. She puts me on hold for a few minutes and comes back to apologize, saying that I was correct on the price, but that the rebate was an instant rebate and had been applied to my bill. I asked her if she had actually looked at my bill or if she was just reading the terms of some rebate offer. No, she had not looked at my bill, so I politely let her know that if she had, she would have realized that no rebate had been applied to my bill and that she was once again looking at the wrong rebate offer and can I please speak to your supervisor?

5 minutes later a supervisor gets on the line. I briefly explain the situation and in a matter of about 30 seconds she applies a $100 credit to my bill saying "Please don't worry about the rebate any further, sir."

How screwed up is VZW that they will offer a rebate on their website that most of their of their Level 1 reps can't find it in their system, and even if someone does find it and actually finds the correct form, the rebate processing company doesn't even know about it?

I'm just glad I got my $100 in the form of a direct credit. My son's girlfriend still has to first, hope she actually gets her gift card, and second, hope it will actually be valid to use against her VZW bill as stated.

Click Here Before Posting Data or VBA Code ---> How To Post Data or Code.


Report •

#11
June 23, 2014 at 08:38:50
Wow, what an effort. Thanks for update and hope the other one gets solved too.

Always pop back and let us know the outcome - thanks


Report •

#12
June 23, 2014 at 13:23:12
I'll let you know what happens with the young lady's rebate.

She and my son will be moving roughly 2500 miles away in early August so I hope she has her rebate card by then. I can't imagine how bad they'll screw it up if she changes her address mid-rebate-process.

Click Here Before Posting Data or VBA Code ---> How To Post Data or Code.


Report •

#13
June 23, 2014 at 21:18:51
I've still got a few hundred dollars of computer hardware rebates I'll never see. I used to pull the ads from the Sunday paper for the office supply stores and CompUSA and buy a lot of the rebated items they listed there. A lot of the stuff they sold was from a company called HiVal. Some of the CompUSA rebates were their own and some were from various manufacturers. Both HiVal and CompUSA went out of business and left me hanging.

Report •

#14
August 1, 2014 at 11:38:59
Update: Both my son and his girlfriend received their rebate cards in the roughly six weeks promised time frame.

Now, ready for this?

As noted in Response # 10, when I called Verizon Customer Service to find out why my rebates were rejected, a CS Manager took the easy route and credited my account for the $100. I was satisified with that action and assumed that the rebate issue was over, i.e. no need to figure out why the rebates were rejected, the $100 credit was just as good.

Well, last week I received the two $50 rebate cards, even though the rebate request had been rejected by the Verizon Rebate system!

I received no notification that my rejected requests had been resubmitted/accepted. I assumed the issue was settled back in June since the rebates had been rejected and the manager credited me the $100 to make the rebate issue go away.

In any case, I purchased about $40+ worth of merchandise with each of the cards and once they were under $10 each, I applied the balance to my Verizon bill.

pssst..Don't tell Verizon! ;-)

message edited by DerbyDad03


Report •

Ask Question