Sale Rep lied in chatroom to close sale
Complaint
Jane
Country: United States
This evening a Verizon Sales Rep stated flat out lies that I could keep my Unlimited Data and Text/Email plan if I upgraded my phone. On several occasions I challenged this assertion and was told that no I was wrong. After purchasing the phone, it turns out I am right. I found this out by calling customer service and was told the Sales Rep was wrong.
Below is the almost laughable text where I ask over and over how the sales rep can be right when clearly the online order process is trying to tell me otherwise.
-----------------------
Please hold for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience.
You are now chatting with 'David'
You: Jane
David: Thank you for deciding to shop with Verizon Wireless today! My name is David. How may I assist you with your order?
You: Can I upgrade my phone without changing my plan?
David: Yes you can and I will be happy to assist you with your order today.
David: What page are you viewing?
You: Plans page doesn't seem to have my current plan.
You: Can you check based on my telephone number?
David: Let's move to the main page of your My Verizon.
You: Ok!
David: Do you see Upgrade status?
You: Yes! I qualify!
David: Click it please.
You: You mean click "Upgrade my device"?
David: Yes please.
You: Ok, I'm seeing various devices now...
David: What features are you looking for in a phone?
You: I've already compared them all and am thinking I want the HTC Droid Incredible 4g lte
David: The Incredible is an amazing 4G device with a great battery life and tons more to offer.
You: But I'm worried that I'll lose the great plan I have if I upgrade and be forced to the "Share Everything" Plan...
You: Which will cost me more...
David: You will be able to change back after your ordedr.
David: order.
You: I can change back to the Nationwide at $59 and Unlimited Data at current rates?
David: Yes you can.
You: Someone told me that unlimited data is no longer available - are you super sure???
David: I'm positive.
You: Okey dokes!!! Let's do it!
You: Add to cart?
David: Yes please.
David: You will move to Features next.
David: You will select the lowest option available and continue.
You: The following window just popped up:
You: Your current Unlimited Data package is no longer available. To continue, please select a new Data package. You will not be able to go back to your current Unlimited Data package
David: You will be able to change it back after your order.
You: Why would they tell me it is no longer available???
David: The website will force you to change however you will have the option to change back.
You: Ok
David: Wonderful.
You: Processign my request
David: You will move to Accessories next.
You: It says it is removing Unlimited Email and Web for smart phones because it is incompatible for my phone... this is what I want to put back, so again you're guaranteeing that I can put this back on???
You: At same rate of $29.99/month??
David: You will be able to move back to your current plan.
You: Ok, very confusing....
David: I understand however the website will force you to select a newer plan.
You: But older plans are still available??
David: Correct.
You: Ok, am at review screen...
David: Let's continue to checkout to Customer Information.
David: You will enter in your billing and shipping address which both should match.
You: ok
David: No PO Box or abbreviations.
David: You will move to Payment Information next.
You: Yes, there
David: You will enter in your card information with no dashes or spaces in the card and social numbers.
You: I did bill to my account... is that ok
You: Clicking "complete order"...
David: That's cool.
You: Ok, now what?
You: I had nationwide talk up to 900 min... can I verify that I've still got that?
You: hello?
David: You will contact Customer Care with changing back to your current plan. I do not have the proper programs to do so online. Would you like for me to provide you with their number?
You: Yes! Please!
David: My pleasure! Customer Care can be reached at 1-800-922-0204.
You: But you implied that I would be able to change it back myself - 4 times I asked... 4 times you said I could...
You: Not that customer care could...
David: Correct you will be able to through Customer Care.
You: Ok, stay here while I call them... getting land line phone...
David: I cannot hold while you are on with Customer Care. Is there anything else I can help you with today?
You: Yes, you can help make sure that what you promised actually happens...
David: Customer Care will be able to. Many customers have changed back.
You: I'm in the phone maze.. what do I press
You: Other options 4?
David: Press 0. Enjoy the rest of your day!
Thank you for chatting with us, visit our Online Workshops to learn more about your devices. Click "End Chat" to tell us how we did today via our survey.
https://sales.liveperson.net/hc/44153975/?cmd ... 1524618K2219346
Below is the almost laughable text where I ask over and over how the sales rep can be right when clearly the online order process is trying to tell me otherwise.
-----------------------
Please hold for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience.
You are now chatting with 'David'
You: Jane
David: Thank you for deciding to shop with Verizon Wireless today! My name is David. How may I assist you with your order?
You: Can I upgrade my phone without changing my plan?
David: Yes you can and I will be happy to assist you with your order today.
David: What page are you viewing?
You: Plans page doesn't seem to have my current plan.
You: Can you check based on my telephone number?
David: Let's move to the main page of your My Verizon.
You: Ok!
David: Do you see Upgrade status?
You: Yes! I qualify!
David: Click it please.
You: You mean click "Upgrade my device"?
David: Yes please.
You: Ok, I'm seeing various devices now...
David: What features are you looking for in a phone?
You: I've already compared them all and am thinking I want the HTC Droid Incredible 4g lte
David: The Incredible is an amazing 4G device with a great battery life and tons more to offer.
You: But I'm worried that I'll lose the great plan I have if I upgrade and be forced to the "Share Everything" Plan...
You: Which will cost me more...
David: You will be able to change back after your ordedr.
David: order.
You: I can change back to the Nationwide at $59 and Unlimited Data at current rates?
David: Yes you can.
You: Someone told me that unlimited data is no longer available - are you super sure???
David: I'm positive.
You: Okey dokes!!! Let's do it!
You: Add to cart?
David: Yes please.
David: You will move to Features next.
David: You will select the lowest option available and continue.
You: The following window just popped up:
You: Your current Unlimited Data package is no longer available. To continue, please select a new Data package. You will not be able to go back to your current Unlimited Data package
David: You will be able to change it back after your order.
You: Why would they tell me it is no longer available???
David: The website will force you to change however you will have the option to change back.
You: Ok
David: Wonderful.
You: Processign my request
David: You will move to Accessories next.
You: It says it is removing Unlimited Email and Web for smart phones because it is incompatible for my phone... this is what I want to put back, so again you're guaranteeing that I can put this back on???
You: At same rate of $29.99/month??
David: You will be able to move back to your current plan.
You: Ok, very confusing....
David: I understand however the website will force you to select a newer plan.
You: But older plans are still available??
David: Correct.
You: Ok, am at review screen...
David: Let's continue to checkout to Customer Information.
David: You will enter in your billing and shipping address which both should match.
You: ok
David: No PO Box or abbreviations.
David: You will move to Payment Information next.
You: Yes, there
David: You will enter in your card information with no dashes or spaces in the card and social numbers.
You: I did bill to my account... is that ok
You: Clicking "complete order"...
David: That's cool.
You: Ok, now what?
You: I had nationwide talk up to 900 min... can I verify that I've still got that?
You: hello?
David: You will contact Customer Care with changing back to your current plan. I do not have the proper programs to do so online. Would you like for me to provide you with their number?
You: Yes! Please!
David: My pleasure! Customer Care can be reached at 1-800-922-0204.
You: But you implied that I would be able to change it back myself - 4 times I asked... 4 times you said I could...
You: Not that customer care could...
David: Correct you will be able to through Customer Care.
You: Ok, stay here while I call them... getting land line phone...
David: I cannot hold while you are on with Customer Care. Is there anything else I can help you with today?
You: Yes, you can help make sure that what you promised actually happens...
David: Customer Care will be able to. Many customers have changed back.
You: I'm in the phone maze.. what do I press
You: Other options 4?
David: Press 0. Enjoy the rest of your day!
Thank you for chatting with us, visit our Online Workshops to learn more about your devices. Click "End Chat" to tell us how we did today via our survey.
https://sales.liveperson.net/hc/44153975/?cmd ... 1524618K2219346
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