Reader Mary says that she ordered Verizon FiOS during the “free LCD TV” promotion they were running, but she still hasn’t received the letter she needs in order to start the rebate process.

Mary writes:

I am one of many people that have had this problem with Verizon—

At the end of November 2007, I signed up and ordered Triple Play Fios with Verizon, as a promotion they were offering a Free LCD TV or Best Buy gift card. It is now March 2008 and I have not received the special offer letter or TV from Verizon. I have called many times and still get the same run-around, “Your letter will be coming in the mail in a few days”—

Consumerist, if there is any way you can bring this problem to the forefront an behalf of the many customers who have not received their free LCD TV or Best Buy card from Verizon, that would be greatly appreciated.

Mary directed us to a thread full of angry Verizon customers who say they are getting the runaround over the free TV.

Here are some highlights:

Joe and Lisa say:

My fios was connected on nov 20,2007. After being on hold with verizon a total of 6 hours in two weeks and speaking to numerous idiots i’ve gotten no where. Everyone I spoke to gave me a different story until I finally reached a supervisor, so I was told. He told me I couldn’t register for the TV over the phone and that I needed to go on line which i’ve tried with no success. I again called verizon with another hour wait and when I finally spoke to another idiot I laid it on the line . NO MORE BULL%#@! I will not pay my bill until I receive my TV, AND IF THERE IS NO TV REAL SOON I WILL CONTACT ALL THE TV STATIONS AND INFORM THEM OF THE FALSE ADVERTISING BY VERIZON. THEY CAN THEN TAKE THERE FIOS AND SHOVE IT. ENOUGH IS ENOUGH, I CAN NO LONGER BE PATIENT AND MADE A FOOL OF

Janet asks:

I signed up for the triple play on Nov. 24. I’ve called several times & I’ve been told each time to wait for the letter. FOR HOW LONG? Has anyone received their TV yet? Has anyone contacted ASA?

Jesse says:

In November 18, 2007 I signed up for Verizon FIOS TV and FIOS Internet service. After a read in a newspaper about the Free 19? LCD HDTV, I called Verizon to switch to Triple Play to get the offer. On November, 20, 2007, Verizon came and installed the FIOS Triple Play. They told me that I will be receiving my letter to redeem the free gift in two weeks, then thereafter I should be receiving my HDTV after a week later. In detailed told me what the letter is going to have such as the url to the website, a username and password. Once signed in I will have the option of three offers from HDTV, $200 Best Buy and Wireless Phone. Today is January 9, 2007 and still no letter. Yes, I tried several times to get connected, busy signals. Finally, got someone and they told me that I am not on the rebate list, but they do notice that I had the Triple Play, so they ordered for the letter but will take 4 weeks from today to get the letter. Let’s see what happens. The offer has been extended til February, 2008. Although, if the offer is expired by then, they have to render the gift as promised. This can lead to legal action for false advertisement. Peace!

Mary says:

i am having the same trouble. i signed up for FIOS- had a terrible experience during installation- spent over 7 hours on the phone getting issues resolved and then 2 hours on hold the next day trying to get someone back out to my house. issue was finally resolved but when i tried to call back- on 3 separate occasions with other questions i could not committ to waiting that long on hold- just ridiculous to think my time is worth so little. I also cannot log on to the rewards.verizon.net website-their cust svc # is not manned evenings or weekends- how convenient-also- i was promised either the mini camcorder OR $50 to Best Buy- no mention of that in the promo letter- i as well as many friends were also told we would receive a $50 Target gift card which we have received absolutely no additional information on. i am extremely diasppointed in the level of followthrough i have received so far.

John says:

My install was Nov. 28,2008 and as of this date I still have not recieved the promotional “confirmation number” The reabate center also shows no “confirmation number.
In December I checked w/ the rebate center as to the whereabouts of my Sharp LCD or $200.00 gift card from Best Buy. They advised me there was no information entered on my account. They took the necessary info that day and said I would recieve the confirmation number by mail in 3-4 wks. Called the rebate center again in late January and again nothing showing. They asked for my info again and advised me the process would start all over again (3-4 wk. wait) So I did not provide my info and gave it some more time. Feb. 5 I called Verizon Billing. Billing looked up my records and asked if I had agreed to the Terms of Service. I said I’m sure I did, I’ve been billed 2 months already for the package required to qualify for this rebate offer. She then suggested and assisted me with going to the Verizon website TOS logging on to my account and again agreeing to the TOS, which now I did again. ( Incidentally, I asked does this mean my 2 year contract for this Triple Freedom Pkg. starts as of Feb. 5, and yes she said it starts again. To me it now is a 26 month contract). I was advise to check in 1 week to make sure a “confimation number” is entered onto my account. I did call today and the rebate center still has nothing. I called Verizon Billing and there is nothing there. I was told to wait 3-4 wks. again and if at that time nothing showed they would start the process all over again.

Even a WABC news report from February 1st hasn’t helped the situation.

..by signing up, he was to receive a 19-inch flat-screen TV.

“I said great, I don’t know anything about it, but I’ll be happy to take that.” he said.

But that was more than three months ago, and despite numerous phone calls he says he has made to Verizon, still no TV.

“They keep telling me they will send a letter with an authorization code, but I haven’t gotten the letter,” he said.

“Of course we wanted the TV, because it was just an incredible deal,” Verizon customer Bryan Vincent said.

Vincent signed up for the triple-play package too. He says after numerous phone calls, he was also told he would get a letter with an authorization code. Weeks later, the letter finally arrived.

“So I wait all this time, I get the letter, and it’s the wrong letter,” he said.

If you’re a Verizon customer who is running into problems getting your TV, we suggest you contact your state’s Attorney General and submit a formal complaint. If enough consumers complain, the AG’s office may get involved and Verizon will have to “take it seriously.”

What was your experience with this promotion? Tell us about it in the comments or at tips@consumerist.com.

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