Reader Chris had Verizon FiOS installed back in January, and like so many other Verizon customers, he’s been unable to get the free LCD he was promised. Chris sent us a timeline of his struggles with Verizon. It’s a long, frustrating read…

Chris writes:

We had the triple play installed back on Jan 11th, 2008 and have yet to receive any paperwork. I have called and emailed every other week since originally accepting their Terms of Service online the night it was installed and received nothing. Here are some of the things I have been told:
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1/18/08 via email:

RESPONSE: Thank you for contacting the Verizon eCenter. I have received your email dated Jan 17, 2008 regarding the LCD TV. My name is Albert, and I will be happy to assist you.

Two to three weeks after all your bundle components are installed and working you will receive a letter in the U.S. Mail. The letter will include a username and password for a website address to redeem the promotion. A toll-free number, (866)279-0438, is available if you are unable to access the url or do not receive the information. Please allow four to ten weeks to receive your gift award after the date you go through the reward claims process.

Although additional follow-up may be needed, it has been my goal today to address your concerns. I hope I have succeeded in meeting that goal. In the meantime, if you have any other questions, please let us know. We look forward to serving you.
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2/21/08 via email:

To Verizon: It has been almost 6 weeks to date from the installation of our FIOS bundled package and we still have NOT received any paperwork concerning the LCD tv redemption. This is really getting frustrating as we feel we have been more than patient waiting for the paperwork through the mail. Can someone not get this resolved for us, and not with the canned response of “please allow another4 – 6 weeks”? The whole reason we decided to go with Verizon’s bundled package and not someone else was because of the tv offer. Can a supervisor authorize for the information to be emailed to me concerning the promotion?

RESPONSE: Thank you for responding to my last email. You had additional questions about the TV promotion.

If you have not received the information, contact the office at (866) 279-0438 and they will check the status and make sure that the package has or will be sent.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Albert
Verizon eCenter

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2/23/08 telephone call to Verizon –
Called @ 4:45 spoke to Brian – told me to check back 1 week if no paperwork via snail mail.

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2/29/08 telephone call to Verizon –
Called @ 3:06 pm to follow up to Verizon installation 7 weeks ago – still have received nothing concerning tv promo/$200 best buy card. 3:27 pm Spoke to ??? and she is submitting request for rebate to her supervisor.

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3/24/08 telephone call to Verizon –
Called 4:47 pm on hold until 5:05 – requested to be transfered to supervisor – Melinda… letter never went out from installation… Referred to billing – 5:15 Melinda transferred to billing – on hold until 5:36 spoke w/jessica and transferred to FIOS…on hold until we hung up at 6:31 pm!!!!!!!!!

already talked to rebate dept multiple times. Billing records are not indicating/flagging us as eligible for 19″ LCDHDTV rebate- what is keeping it from the rebate dept… Installation date was 1/11/08 and we have never received any paperwork to begin the rebate process even though I have emailed and spoke with various people. Now 10 weeks and still no info or anything else…
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3/25/08 telephone call to Verizon

called general billing 1-800-483-3000 9:06 automated voice mail 6 min wait for next avail assoc. Frank – 9:15 – shooting email to supervisor to ask her to over ride and cause letter to be generated – does not appear to him that we accepted TOS online – but I did within 48 hours of installation – actually that evening. Informed that we are considering canceling the WHOLE verizon acct over this.

RESPONSE via email: Dear Verizon FiOS Customer,

On MAR 25, 2008 you ordered Verizon FiOS Triple Freedom (24-month option) that provides discounts off the standard monthly rates for your Verizon Freedom Essentials, FiOS Internet and FiOS TV Premier services. We are delighted to have you as a Verizon FiOS Triple Freedom customer, but in order for you to receive the discounted rates, you must go to the following website at….
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4/24/08 telephone call to Verizon

[ed– same story as 3/25]
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5/12/08 email to Verizon

Still trying to get resolution on 19″ LCD HDTV/BestBuy gift card promotional rebate from January 2008. Installation date 1/11/2008. Am not able to follow up by phone today as my son is not feeling well. I have called MULTIPLE times trying to get this resolved with no results. I am now to the point of being very angry as this was to be my son’s birthday present May 1st, 2008!!! I am about ready to contact the local television stations and let them publicly try and resolve this with Verizon as I have been MORE THAN PATIENT up to this point and time. Below are a few of the conversations I have documented and one of the original emails. Please have someone reply accordingly within the next 48 hours as to the status of our rabate. My wife, Christine [redacted], will be the cotact person via telephone calls at this time as I am at work and not able to personally resolve this over the phone.
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5/14/08 email to Verizon
no response from Verizon. Never received ” confirmation email with a tracking number shortly. ” Emailing through their contacted site again with the following:

We will be contacting the Public Service Commission within the next 30 days concerning there being no resolution on 19″ LCD HDTV/BestBuy gift card promotional rebate from January 2008. Our Installation date 1/11/2008; on that same day we accepted the TOS online as directed but to this day have never received the appropriate paperwork to claim our rebate. We have made MULTIPLE attempts via telephone and email regarding this with no results. Please have someone review this immediately and respond to us as we have BEEN MORE THAN PATIENT. Please note that copies of all email communications and conversations will also be released to the local tv stations to alert future customers of the hassles that might befall them. Four months is not acceptable – Verizon would not wait 4 months plus for a dispute resolution with one of their accounts.

EMAIL RESPONSE: Dear verizon.com customer,

Thank you for contacting our customer support team at the Verizon
eCenter. An account associate is reviewing your inquiry and will
respond via email within one business day. Please keep the subject
line unchanged if you wish to reply to this email.
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5/14/08 LIVE CHAT online w/Verizon

Welcome to Verizon Live Chat. You have selected to chat about:
TN: 7273799152
Subject: None of the categories apply to my question or comment (No subcategory)
Question: We have never received ANY paperwork since our package installation 1/11/08 on the 19′ LCD HDTV/BestBuy gift card promotional rebate despite MULTIPLE CALLS to the billing and rewards depts. We are seriously considering contacting the Public Service Commission about this.
16:07:12 A Verizon eCenter Representative will be with you shortly. Thank you.
…
Angela: I apologize for the delay in receiving the letter for the 19 inch TV or $200 Best Buy promo offer.
Angela: I will be glad to send an inquiry over to fulfillment to check the status.
Angela: May I get your email address for follow up? You will receive an email response within 2 business days.
Chris: The tv was to have been a birthday present for our son…whose birthday was May 1st. Not angry at you – just at the system as we have been patient and keep getting the run around. [redacted]
Angela: I have sent the inquiry over to fulfillment for the status on the TV.
Chris: Thank you
Angela: Is there anything else I can help you with?
Chris: If I do not hear back within 2 days I will attempt further contact again.
Chris: No thank you…this is my only problem with Verizon at this time.
Angela: Thank you for using Verizon’s chat service. If you have any additional questions, please do not hesitate to contact us again.

Online Support and information for all our Verizon products and services can also be found at: http://help.verizon.com
Verizon Live Chat

It was a pleasure to assist you. Your chat session has ended. Thank You.

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5/20/2008 As of this time I have NOT received ANY sort of response from Verizon as promised.

We’ve been advising readers to file complaints with their state’s attorney general, and that’s just what Chris did. Here’s his update:

I filed a complaint with the Florida State Attorney after writing your email yesterday…funny thing…I got a call from Verizon about my “complaint” that afternoon, then another call from a rep who “investigated” my account a couple hours later. Too bad he didn’t even have the right installation date. Obviously the response was not because of my emails, otherwise he would have had the correct installation date right in front of him. Supposedly things should be straightened out and rectified in 10-14 days per the 2nd rep who called yesterday afternoon! We shall see what happens!

Thanks!

Chris

Will Chris ever get his TV as Verizon has repeatedly promised? We hope so, but if this is happening to you, don’t wait — report Verizon to your state’s attorney general.

(Photo: Ben Popken )

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