CENTRAL U.S. -- Problems with Verizon upgrade from Alltel

Well, I took the plunge and upgraded to Verizon. Please read the following experience I've been dealing with for the last 2 weeks:


Sunday - Visited the local corporate Verizon store. After discussing the upgrade and option of keeping my Alltel data plan and just changing my 5 phones to Verizon I decided to make the switch. The major factor in moving to Verizon was the employee discount we would receive through my wife's work at a certain corporation. With my previous month's Alltel bill in hand, we compared apples to apples. Charges were to be: $110.00 for monthly plan, $40.00 x 4 smartphones, and 1 dumb phone x $10.00 = $280.00/month plus taxes. I was told that I would receive the discount off the entire $280.00 for the contract period of 2 years, roughly totaling $1400.00 in discount. A 4-foot long receipt was printed and I was asked to sign off on the receipt agreeing to the calling plan, features, insurance, and promotions listed on each phone, accepting the terms of the contract. I did so.

Monday - Processed rebates, sold old Alltel phones to current Alltel customers (friends) in our area and was enjoying our new phones.

Tuesday & Wednesday - Continued to learn about our new phones.

Thursday - recieved email notice from My Verizon that my plan had changed on 4 lines. Immediately logged on and seen that the employee discount was taken off the 4 lines thus increasing my monthly charges. Called Verizon and spoke with CS in Salt Lake City to confirm the information listed on My Verizon. After 2.5 hours on the telephone and speaking with 3 different people including the local store manager, I was told that the senior sales rep in the store that set us up made a MAJOR mistake in adding the discount to all the lines and that is should have only been on the main line. The only thing they could offer me was 3 months of the discount. I also was offered to return the phones, they would not charge me a restocking fee, and get me into a Verizon plan that had a comparable price to what I WOULD of had with the discount I told I was getting in the beginning. I asked to speak with another manager and was told someone would call me the next day.

Friday - Someone from CS in AZ called me and explained that they could do nothing more for me. Again I asked to speak to someone at the next level and he said he would check with the Employee Discount Program dept. get back with me in 24-48 hours.

Monday - No one called back so I called the number he gave me and left a message. I was called back about four hours later. Again I was told that there was nothing that could be done. He would have another mgr. call me within 24-48 hours.

Wednesday - Again, no one called back so I called the number he gave me and left a message. I was called back about two hours later. Again I was told that there was nothing that could be done. He would have another mgr. call me within 24-48 hours.

Saturday - Someone different in CS in AZ called me and said there was nothing that would be done. I told him that I was at least offered 3 months of the total discount and he granted that to me. I was told there was no one above him that could help me and that I could write to Verizon and the FCC to place my complaint.

So here are my thoughts:

I am not allowed to go back to an Alltel plan. I'm stuck with Verizon.
I have no Alltel phones even if I could go back to Alltel.
I have a contract between Verizon and myself with all the discounts listed on it and my signature ONLY. But it is a Verizon printed document.
I will not be getting what I was promised and it will cost me an additional $30.00 over 21 month totaling about $700.00.

I'm wanting your thoughts as to how I should proceed from here. Other than letters to Verizon and the FCC, is there any other watchdog organization out there that may be able to help me out or give me some insight?

Thanks!

 

Mr. O - I was told my 3 of the 5 or so people I spoke with including the store mgr. that I could NOT revert back to Alltel in any way. Even if I could, what phones would I use?

I would really like some opinions on this matter! I understand that it was a mistake on the rep at the store....but Verizon needs to step up to the plate and make good on their offer!

I've had several times that I've lost money on a deal in my business. That's part of business and built into my P&L every year. There are years when those mistakes don't cost me and I end up with more profit and then there are those other years when I have more of a loss. It's part of doing business. I know one thing.....when we tell our customers that we are going to do something....we do it. PERIOD! It's caused some hard times in the business, but that is why our business has continued to grow for 10 years now....word of mouth for the most part as our advertising budget is almost nill. Mike...this is the corporate greed I was talking about weeks ago that I have now witnessed first hand with Verizon.

So please share your thoughts...I'm open minded and will listen to any and all suggestions!