I have a one year contract with Verizon DSL, I must use their service for the one year, or I must pay a cancellation fee (~$100).
At the beginning of the service I was forced to purchase their modem/router for $70. The sales rep tried to sell me an additional in-home service plan, which I refused (like $3 a month). At that time, I was not given the information that the modem/router was only warranted for 90 days. I was led to believe that the service plan was to cover an on-site tech in case my DSL service stopped performing. I am fully capable of troubleshooting my own hardware and refused the plan.
Nine months later, the modem/router dies and I try to get a replacement. Since I do not have the service plan, the tech dept. wanted to send out a tech on-site for unknown amount of money. I just wanted the modem/router replaced. They told me to call DSL billing.
Now I get into the legalities. I should have read the contract sent to me for this info. My bad. I now have to continue my plan for three more months without a modem/router, or purchase a new modem/router.
I argue that there is no modem/router that I can find available for sale that has less than a one year warranty, other than their own branded Actiontek. I argue they must provide me with working hardware during the one year contract because I was forced to originally purchase their branded modem/router at full price.
Long story short, after being bounced around through at least ten different people/departments, after receiving two modem/routers and getting billed for each, even though I was told I would not be billed by DSL Billing Dept., I have finally found the correct department!!!
Verizon Consumer Solutions 800.567.6789
(I think that is just the generic phone number, but that is definitely the department you want to talk to if you have a similar issue!)
These people sent me address labels to return two modem/routers for no charge. They sent me a new modem/router for no charge, and I was actually not charged. They empathized with me and agreed I had a good argument.
A second 'hidden charge' I realized during this whole circus: I had to sign up again online (go through the install process) each time I replaced the modem/router. There are now two EULAs instead of the customary one. If you are like most people I know, you won't be reading the EULA, you just click next.
The second EULA turned out to be an agreement to EXTRA services on the account that would have cost an extra ~$100/month!! I had not asked for these extra services!!
To me this is misleading and bordering on a criminal practice!! It is well known people do not read the EULA!!