New Jersey Sues Verizon Over "Free LCD TV" Disaster
The State of New Jersey has filed a lawsuit against Verizon, alleging that its marketing, sales, billing and customer service practices for its FiOS television, telephone and internet services are deceptive and misleading. The lawsuit is partly in response to the now-infamous "Free LCD" disaster.
Back in March of last year, we noticed a very large amount of complaints about Verizon failing to deliver on a promised "Free LCD TV" for new FiOS customers. We suggested that people complain to their state's attorney general. It appears that of the states, NJ chose to listen.
The New Jersey Department of Consumer Affairs says:
The state alleges that Verizon failed to provide advertised promotional gifts such as flat-screen televisions when consumers signed up for FiOS service. The State also alleges that Verizon charged consumers higher prices for service than prices quoted in door-to-door solicitations and advertisements and also charged activation fees after consumers were told that such would be waived.
"FiOS is touted for its clearer picture but Verizon obscured the truth from potential customers in its advertising and sales pitches," Attorney General Anne Milgram said. "Deception and misrepresentations have no place in the marketplace and we will hold businesses accountable when they violate the public's trust."
Here are a few of the problems New Jersey has with Verizon.
New Jersey alleges that Verizon engaged in the following conduct:
- Quoting one price for FiOS Service in door-to-door solicitations, direct mail advertising and otherwise, then billed consumers at a higher price;
- Charging consumers an activation fee, after the salesperson in the door-to-door solicitation waived the fee;
- Charging consumers for services, such as movie packages, that were never ordered;
- Representing that movie packages were free, then billing consumers for such services;
- Advertising promotional gifts, yet failing to provide consumers with the opportunity to contract for the types of FiOS service necessary to obtain the promotional gifts;
- Failing to provide consumers with the rewards letter or other instructions necessary to receive their promotional gifts;
- Failing to provide consumers with a copy of their signed contract;
- Representing that consumers are entitled to receive promotional gifts, but failing to provide promotional gifts;
- Billing consumers at a price other than that initially quoted;
- Failing to honor a consumer's request to cancel the FiOS service; and
- Making it very difficult (i.e. long delays, varied telephone numbers) for consumers to reach a customer service representative in order to address or resolve issues as to promotional gifts, services and/or billing.
Verizon's spokesperson called the allegations "just over-the-top, and in many cases just plain wrong.'' They claimed that they are looking forward to "sitting down with the (Attorney General's office) shortly to try and set the record straight because right now, we believe, many of her allegations are flawed."
The Attorney General's statement also noted that, to date, the Division has received 266 consumer complaints related to FiOS marketing and sales.
A FiOS complaint form and survey can be filled out on the Division's web site. Consumers also can file complaints with the Division by calling 1-800-242-5846 (within N.J.) or 1-973-504-6200.
If you didn't get your TV, or any of the other promotional gifts that have been promised to new FiOS customers, let these people know about it.
State Sues Verizon Over Deceptive FiOS Sales and Marketing Practices [NJDCA]
(Photo:Ben Popken)
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Comments:
I feel so bad for the people that had a bad experience. Mine was quick and easy, and I love the TV they sent me.
My ONLY compliant is our modem/router. It's horrible, and I haven't had the real urge to pester my neighbor to run Cat5 cable for me so I can eliminate it and use a router of my choosing.
Man at least FiOS gets you an actual HD picture. Why hasn't Comcast been sued in every state in the union for marketing an "HD" signal that is not actually "HD?"
The bait/switch on the FiOS free HDTV promotion did suck though, I agree.
Hell yeah... where do I sign up for that Law Suit.
We had the issue with not receiving our free TV also, as well as numerous other problems - however, eventually after escalating the matter all the way up the chain to the very top, we were able to get all the issues straightened out. All in all, FiOS is a better service than the one Comcast provides, and in the end everything got worked out for us - I'd never go back to Comcast - they are horrible!
"They claimed that they are looking forward to "sitting down with the (Attorney General's office) shortly to try and set the record straight..."
By which they mean "Agree to a large contribution to the AG's next campaign for public office to help make this little understanding go away..."
"Just over the top, just plain wrong, allegations are flawed"
Nowhere does it say the allegations are false or
untrue.
Once you begin reading these statements with the mind of a cynical attorney, you will see they are not denying them, just wording it as if they are.
When are they going to sue Cablevision for "Monopolist Practices"? Jersey is so behind, but I actually glad to see they are starting to get on the band wagon and start to somewhat take care of their residents.
Aren't all those bullet points pretty much business as usual for any cable (or in this case, FIOS) company?
It's been 7 years since I signed up for Insight cable and I'm still trying to figure out why I had to pay $100 for "free installation."
@redskull: "...still trying to figure out why I had to pay $100 for "free installation."
that was the convenience fee.
I'll be switching to Fios as soon as they are available here. Even with all the mess-ups, its still better than comcast.
Please, Please have the NJ AG's office do a better job then the Springsteen ticketmaster fiasco!
Yeah their VOD service is slow and they never offered us a free TV, but damn I'm glad we have Cox.
I got the TV with no problem. There was a problem "stacking" promos though. When I signed up for the service they were also offering a DVR & Movie package for $20. Of course the first bill charged me full price for each ($13 for the movies, $17 for the dvr). When I called to fix the rep called me a liar and said the promo never existed until I sent her the screenshot and chat log where i verified the price with a Verizon rep before confirming installation.
Verizon isn't very forthcoming when it comes to promotions. For their package deals they're currently offering a $98 a month rate, but the rep won't tell you it's just for a year then it's about double that. The way they get you is it's a 2 year contract, then they zap you in the second year for the real price.
I've always been skeptical about Verizon and this confirms my skepticism. Comcast has its share of problems but at least I can get someone on the phone or walk in to a local office to talk to a person. The devil you know is better than the devil you don't.
Wait, who is this new AG that is actually doing their job? I am not use to this.
I just daisy chained my Linksys N router off of the FIOS router by running a cable from one of the ethernet ports on the FIOS router to the WAN port of my Linksys. After I shut off the wireless and disabled the firewall on the FIOS router, it works like the FIOS router wasn't there.
By "looking forward to sitting down with the (Attorney General's office)", my guess would mean that they are looking forward to offering the attorney general a campaign contribution to make this entire matter go away.
My mother signed up under this promotion and never got her TV. They put her off again and again, told her to call various numbers, told her to jump through certain hoops, then ultimately told her that she no longer qualified because she jumped through the hoops they told her to jump through. I called them on her behalf and told them I completely understood if they couldn't deliver the TV, and that we'd be glad to accept the $200 Best Buy gift card instead. They said they couldn't do that. I told them that was fine, too, and that they would be immediately issuing a $200 credit on her account, which they did without any pushback. This rep was in Tampa, FWIW.
Yup. Agreed. A boxy pixelated picture is NOT what i call HD. FiOS is getting installed in 2 weeks.
As a current rep for verizon, i just wanted to say that most of the things that the AG are accusing verizon of is true. However, a large number of the complaints that are being issued are more so a misunderstanding on the part of the consumer. Day in and day out i get calls from consumers who think their bill is incorrect, especially after this AG fiasco, only to be able to point out to them that once they look past the first page, they will see that their charges are correct after all. another misconception that consumers have(and this is not entirely their fault) is that when they call up its for them to bitch and complain and thats it. well, fyi, at this time we do not currently have a seperate department for customer service and a seperate department for billing. unfortunately we are all the same department. all i ask is that when you call, please take that into account, and please don't brush us off when we try to offer you something, i know your issues are important but trust me, we will be a lot more willing to hear them if you would at least let us do our job(which is sales btw). btw, i work for verzion communications, not vz wireless. lastly, i just wanted to give all consumers some advice on how to handle 1. our automated system, 2. promotions and pricing and 3. life at verizon. first,if you have/live in a fios area call 888 553-1555, however, if you need sales/svc enter your phone #, if you want tech support, don't enter anything, at all just let the system be annoying for a min, and it will get you right to tech support, its retarded i know but it works, because like you, i also am a verizon consumer in New Jersey, 2. when you sign up for a promotion, always ask for details from the ORIGINAL rep who signed you up, don't call back and ask for the details after you have already signed up, our systems are not designed as of yet to give 100 of the information that you and your consultant discussed, and as i'm sure many of you know, subsequent calls usually lead to frustration. i'm not saying it's right, i'm just asking that you understand and be patient, we are working on this issue. 3. life at verizon- as with any sales enviornment we are under tremendous pressure. we also do not have any control over the rules we just work here and we would like to keep our jobs just like you. all we ask is A. that you read your bill completely and have direct questions before you call us b. that you take the time to at least listen to what we are trying to offer you, sometimes it actually is a good deal and c. that you have patience with us and remember that verizon is not the only utility company you have ever dealt with and our problems are no different that south jersey gas, comcast, atlantic city electric etc. thank you
Regarding Veizon Fios Triple Play (especially the TV billing component). I am very skeptical that the current legal action against Verizon will amount to anything for the consumer. However, I want everyone to know that I have, as many of you, varied written letters, bills, etc. which nobody would doubt exposes Verizon for the scoundrels that they are. More inmportantly I have "Tape Recordings" with representatives and supervisors of Verizon which should be the nail that closes their coffin. If an honest legal mind out there is interested in this material you may email me. I will be the sole judge as to whether you can be trusted to utilize any of this stuff. I had an attorney working up this case for over a year when he dumped it because the law required, in my lawyer's words, that once the Attorney General steps in than outside lawyers must relinquish their case. That should put you on alert of a massive coverup, in my opinion. Sorry if this news keeps you up at night; it should.
Comcast crappy service or Verizon's screwed up CSRs?...
i have comcast... will switch to fios when my ocntract's up in june