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Was told by Verizon I had 4g service but do not . . .

kiteflyer

May 30, 2012, 12:01 AM
I got a new hotspot from Wirefly because I was assured by
local Verizon store I now had 4G service. I only ever got 3G so I called Verizon, they assured me I should be getting 4G and that the device must be defective to I sent it back for replacement. By the time I got the second one the 2 week
return window was past. The second hotspot only got 3G also, I called and finally I was told I do not have 4G in my area.
If I had known earlier I could have simply returned the first one within the 2 weeks. Now Verizon is going to charge me the $275 penalty fee. I protested up to 3 levels but they refuse to take off the charge. Should I go to small claims court to fight it? I only got it because I wanted the 4G service, I get 3G service fine...
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vzwinagent

May 30, 2012, 1:06 AM
I'd keep fighting. In the scenario I'd truly want to help the customer out. The termination fee should have only started at $175 on a hotspot though I believe. Only smartphones start at $350. Not sure how it would ever be $275 because the $350 goes down $10/month.
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epik

May 30, 2012, 9:21 AM
vzwinagent said:
I'd keep fighting. In the scenario I'd truly want to help the customer out. The termination fee should have only started at $175 on a hotspot though I believe. Only smartphones start at $350. Not sure how it would ever be $275 because the $350 goes down $10/month.


That is correct, unless there was some alternate upgrading done somewhere, but that would assume he or she already had a 4G mobile broadband device before moving to the 4G one.

To the original poster, I'd also try the Better Business Bureau. I've seen it work with Verizon before, even though it's an antiquated program.
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0rionsVantage

May 31, 2012, 9:32 PM
Could it be added costs associated with doing business with Wirefly? I think they have a seperate fine if you disco before the chargeback period
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kiteflyer

Jun 6, 2012, 5:04 PM
I did go to the small claims office to get the form I need to
take legal action but I also contacted the BBB and actually got a call from Verizon and the guy said he would look into the matter. I should know by June 14 what Verizon will or will not do. Hopefully things will go well so I can take Verizon off my drop dead list.
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nodeposit

May 31, 2012, 10:23 AM
That's why you don't go through wirefly. You took the time to go to the store and get the info, you should have gotten the device there. Since you got it from a 3rd party, you have to get it fixed by that 3rd party......at least thats how we have to do things (premium retailer)....if we need an ETF waived for reasons like this, we have to go through our indirect manager, customer service won't do it. You will need to contact wirefly. Pretty sure they have their own cancellation fees too, so heads up.

Personally, I hope they don't change it and you have to pay it. Call me a d*ck or whatever name you would like but plenty of other reps (with any carrier), whether they will admit it or not, feel the same way I do. We despise customer...
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Jellz

May 31, 2012, 5:39 PM
Why I go to the same corporate store each time I want to do something that requires a trip to the store, and why I will continue to upgrade through them.
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hobble

Jun 1, 2012, 7:49 PM
on the fact that this person probably bought a 3g hotspot?
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SeXyLittleHeartBreaker

Jun 1, 2012, 8:02 PM
that was my first guess! Very Happy
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Jellz

Jun 2, 2012, 7:36 AM
Laughing Laughing Laughing
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Jellz

Jun 2, 2012, 7:39 AM
Actually, checking Wirefly the only hotspot they're selling for Verizon now is a 4G one.
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Jarahawk

Jun 2, 2012, 1:35 PM
Whatever. If the person hadn't been lied to, this wouldn't be an issue. It was a Verizon rep who told the lie and Verizon is responsible for that lie.
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nodeposit

Jun 3, 2012, 12:20 PM
So you think 2 Verizon reps, none of which got credit or paid for the sale, purposely misled him? For what reason? You don't think that maybe they looked at a coverage map and he was in an area that should have 4G, but just doesn't due to other factors?

(from the coverage map):"This map does not guarantee coverage......Even within a coverage area,many factors, including network capacity, your device, terrain, proximity to buildings, foliage and weather, may affect availability and quality of service."


Basically without actually going to the specific location, nobody can guarantee one will have coverage there. Based on my many years of wireless experiance, I'm going to say the first 2 reps just looked at the map and it said he shoul...
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Jarahawk

Jun 6, 2012, 6:29 PM
Then the rep should have TOLD him that. Customers go into stores all the time and pepper reps with questions. Then they lie and say they will come back on pay day. Of course, they buy it from Best Buy (for a lower price) or vzw.com (instant rebate) etc... However, if the customer was told a blatant lie by a rep before buying and can prove it (maybe they had their old phone recording the conversation or the rep admits it...both unlikely) then yes Verizon is responsible for the lie. Anyway, if I were the OP I would call tech support and pester them. It won't get a refund, but it might get them out of the ETF. If he calls 30 times or so they may consider cutting their losses rather than paying reps to handle the same call. Of course, I ...
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epik

Jun 10, 2012, 10:12 PM
There is always a chance that either the rep misunderstood the customer, or the customer misunderstood the rep. It's also possible the rep was talking out of their butt, but if they have two iotas of common sense they would answer in plain English so they don't get an angry customer with a chargeback. At least, that's what I expect from my reps.

Not knowing the full details (because we can't without looking up the account and actually talking to people), I'd point out the flaw in asking a store a question then ordering from another party - too many hands involved. I understand the sentiment about the customer wasting a rep's time (I've had that emotional response before, too), but we can't change the fact that indirect retailers as wel...
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Jarahawk

Jun 2, 2012, 1:33 PM
Sounds like you already know it.
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