I was trying to upgrade phones and in order to get the free phones offered, I upgraded my plan as well. But the rep did not order the phones like he said he did, and now those phones I wanted are no longer free. And I'm not paying for them. ... First, I am a retired Verizon employee and I now know that fact doesn't matter at all in relation to my issue. I went to a Verizon store on ***** and consulted about plans and phones. While there I agreed that I would change to an Unlimited Plan for all * of the phones in my account and go paperless and go to auto-pay in order to receive the free phones available that we desired. They were the "Motorola edge (****)" model. So the rep at the store set up the plan change and ordered the phones. I was to set up the auto-pay and go paperless actions from "My Verizon", which I did on either that evening ***** or Friday *****. The rep told us that we would get a notification when the phones arrived, so we could come in and pick them up. Calling back to the store on the following Monday, Tuesday, and Wednesday to find out if the phones had arrived yet. On Wednesday evening we were told that they didn't think the phones got ordered. I then tried to order them from My Verizon and they were still showing available as free phones until my browser tab dropped for whatever reason and from that point on My Verizon showed these same phones available, but with a monthly cost. I was furious, as anyone would be. So, I called the store, they said they couldn't help. So then I called a Verizon Cust. Serv. on My Verizon. And after a couple of hours of repeating my story * times and being transferred * times, I got to someone who was supposed to be my best help yet, and they set their phone down for ** or ** minutes and then hung up on me. Also, I received an email asking for a survey about my trip to the Verizon store and basically I said the same thing I'm telling you here. I have already researched changing to another wireless company, especially if I can get the phone and plan I want there for a lesser monthly cost, as I am retired. How my issue could be fixed is by Verizon honoring the * free phones that I thought had been ordered for me, and that I changed my plan to get, and went paperless and to auto-pay for. Even though the promotion has changed. None of the "free" phones in the current promotions that I qualify for appeal to me. It was not my fault the rep failed to do what he said he did, and I did everything on my end that was required to get these phones. I do not understand why there isn't someone in customer service with the authority to override a promotion to allow fairness in a business deal. This was available to me when I walked in with a dying battery on my phone on ***** and now it is ***** and I still have this dying phone. How long do I have to wait to get some service. Again, the model of the phone I thought we had ordered is the Motorola edge (****), not one that is at a high demand, so I don't understand why this cannot be fixed. But, I am prepared to move on if need be. Thank you for your time.
Allow the original free promotion to be granted now, even though the rep failed to do it correctly when it was a free promotion.
I've been a customer long enough, many years.
I looked at the available phones that I qualify for in the current promotions, but none appeal to me. I have looked into other wireless carriers and their plans and promotions.