Verizon Wireless Bait and Switch Practices Nationwide

My wife and I were informed that Verizon was running a promotion on the new Iphone 6. I called Verizon to discuss what/how the promotion worked and was informed that I would have to purchase the phone for $199.00 and after they receive my trade in of our existing Iphone I would be sent out a Visa/Mastercard in the amount of the purchase price of $199.00. When I called back after explaining to my wife about the promotion, we decided to go ahead and get the phone. I called back a few day later to order the phone and then a new representative tells me that it would not be a visa/mastercard it would be a Verizon gift card. I explained I have no use for the Verizon gift card and asked why i was told it would be a Visa/Mastercard. Could not answer my question. I hung up the phone but called back a few minutes later to speak with a manager. Again I spoke with another person who tells me that it would be a Verizon card I would receive but if I went into the store they could take my wifes phone in trade right there and apply the card to the purchase of the Iphone 6. I got connected to the store in Snellville, GA where I was informed that they had none in stock and then listened to how she claimed that if they had them in stock that it would not matter anyways because they have to send the trade in off to be inspected for "water damage" which requires the phone to be taken apart. I call back Verizon and insisted on speaking with a manager and again got the run around but got placed with someother gentleman who tried to explain the promotion again and offered to waive my 30.00 upgrade fee. I expressed to him about being told a different story each time i spoke to someone different and he stated he agreed that should not have been the case but agreed that it sucks because he had the same thing done to him in the past by Directv. End result, apparently Verizon employees can quote anything they want to customers because if they are wrong..all Verizon says is when they were wrong..We are sorry.

 

Verizon Corporate office employee contacted me about my complaint and refused to do anything but explain how all companies do these things to "Get people in the door" and returned a reponse to my original complaint

 

 

I am writing in response to the complaint forwarded on behalf of Mr. Joseph Rzepka. In the complaint, Mr. Rzepka wanted to express dissatisfaction regarding the Apple iPhone 6 Trade-in Promotion. Verizon Wireless appreciates the opportunity to address Mr. Rzepka’s concerns.

Our records indicate from September 12, 2014 through October 15, 2014, Verizon Wireless offered an Apple iPhone 6 Trade-in Promotion. Customers who choose to participate in the Apple Trade-in were able to trade-in any Apple iPhone 4, 4s, 5 and apply the $200.00 trade-in credit towards the price of any Apple iPhone 6 or 6 plus. The device would have to meet the trade-in requirements, which are listed on the trade-in website www.trade-in.vzw.com. If the device is not available at a retail location, the customer must visit the website to facilitate the trade-in on or before October 15, 2014. After receiving the new device, the customer must send in the trade-in device by December 1, 2014.

 

Upon receipt of the complaint, I contacted Mr. Rzepka on October 15, 2014, to address his concerns and above findings. I offered to order the Apple iPhone 6 and instruct him on how to complete the trade-in process, which he declined.

 

Should the Better Business Bureau or Rzepka have any questions regarding this response; please contact me at (888) 844-0375 Ext: 4020586, between the hours of 7:00 A.M. to 3:45 P.M. (PST), Monday - Friday. For other account related issues, please contact Customer Service at (800) 922-0204.

 

Respectfully,

 

William C.

William C.

Executive Relations

 

MY Response:

I am rejecting this response because: I did in fact speak with the Representative from the Verizon HQ and nothing was resolved.  I explained that it is not an ethical business practice to run a promotion on a 16GB IPhone6 and yet not have any on inventory.  Second, I was offered the option to purchase/order the phone online or over the phone and once I received it I would send in my phone for a $199 credit to be issued on a Visa/Mastercard.  This turns out to be FALSE.  Yet Verizon will not stand behind what their employees offer their customers.  Third, after finding out that all of the Verizon Stores have/had NO Iphone 6 (16GB) since the promotion began, I did in fact contact their Corporate Office and speak to a woman there who again told me that if I wanted, I could go into any of the Verizon stores and swap my phone on the spot and the $199 credit would be applied immediately.  Sounds all well and dandy except I called every store and found out that none of them had any since the promotion began.  To make matters worse, when I called back to the Corporate Office to explain how i am supposed to swap my phone if no stores have them, I end up in a discussion with a gentleman there by the name of William.  We had an enlighting conversation about the "BAIT AND SWITCH" program that he continued to want to refer to it as a "Marketing Campaign."  He also stated several times that the promtions whole idea was to get people in the door and that all big companies do this.  Ok...you get me in the door...but you have NONE IN STOCK ANYWHERE...What they do have in stock at all locations is the 64GB IPhone 6 for $399.  They even have it in multiple colors.  The sad part of it all also is that William from Corporate admitted that he was aware that none of the stores had any of the 16GB Iphones in stock...Not to mention the woman I spoke to from Corporate also knew that the stores has none in stock and yet insisted that it would not be a problem for me to go into a Verizon store and swap for the new IPhone 6..of course she followed up with "as long as they have one in stock" all the while knowing they have none...Dishonesty at its best.  And as for the $199 Visa gift card..that changed to a "UP TO $199" Verizon Gift card in which I have been informed of multiple customers sending off their Iphones expecting a gift card in the amount of $199.00 and getting one in the mail for $36 with a note claiming damage to the phone.  And yet again, after those customers argue the point that there was NO damage to their phones..a few days later they receive the balance.  I find it hard to believe that if there was substantial damage to a phone..they would stick to the original $36 dollar amount.  This promotion has got "SCAM" and "BAIT & SWITCH" written all over it or as William likes to call it "MARKETING CAMPAIGN" designed to get people in the door (His words verbatim)
Regards,