Verizon welshes on netbook promo (June 2010)

In February I received a cool telemarketing promotion from Verizon: a Compaq netbook or Flip camcorder for upgrading my current (slow) Verizon Internet DSL service to 3 Mbps and "double bundling" it with my current Verizon voice telephone service. I accepted this voice+DSL "double bundle" upgrade from Verizon, but I didn't get it in writing. BIG MISTAKE.

I had no written copy of promotion terms, but I managed to google up a 2009 Verizon press release on its website, which says:

"Existing Verizon voice customers who add either the up-to-3 Mbps or up-to-7.1 Mbps High Speed Internet service will receive their choice of a Compaq Mini netbook for $99.99 or a free Flip Ultra camcorder. These promotional offers continue though August 15." **

I called Verizon customer service the next day to confirm whether this promo was still in effect (it was) and whether upgrading and switching to Verizon's "double bundle" made me eligible for the Compaq netbook. I was again told that my new service bundle and upgrade made me eligible, that the netbook would cost $99 (plus shipping), and that I had to maintain my new service bundle for at least 60 days, when Verizon would notify me how to get the promo "coupon" for the netbook. I didn't tape record this telephone conversation. SECOND MISTAKE.

In June, after 90+ days of Verizon's higher double-bundle bills, and still no coupon notice, I called Verizon's "promotions" department (866-818-0295). But now they said the promo was only for NEW Verizon Internet customers, and not for current voice customers upgrading DSL service in a new service bundle. I told them I had already qualified for the Compaq netbook under the terms of Verizon's press release -- I read them the relevant part above -- and that I was only inquiring about their late coupon delivery.

My call got bounced among Verizon's "billing, " "retention, " and "promotions" departments. Finally, Senior Representative "Oscar 4674" (no public last name) came on the line. Our conversation did not go well: He denied that I was ever offered the netbook promotion ("no such note in our system"). He refused to look at Verizon's press release cited above. When I tried to read him just the relevant part above, he began talking so loudly he couldn't hear me. When I tried to give him the location of the press release on Verizon's website, he refused to take it down saying "the URL is too long." I offered to mail him a copy; he wouldn't give his last name.

It all reminded me of the little kid who covers his ears and yells to avoid hearing something unwelcome.

I wish I had talked to "Oscar 4674" before signing up for Verizon's double bundle. I'd be interested to learn of any current Verizon voice telephone customer like me who has actually received a netbook.

WHAT I LEARNED: Verizon telemarketers and customer service people may talk a good game, but you cannot rely on their verbal assurances. Always ask for (and review) written copies of Verizon promotions. Although Verizon says it records people's calls "for quality control, " you should check with an attorney before doing likewise.

** "Verizon High Speed Internet Experience Better Than Ever With Broadband Deals That Offer Cool Electronic Devices. Compaq Mini Netbook or Flip Ultra Camcorder Free to Qualifying Customers Who Choose Voice and High Speed Internet Bundles; Price Guarantee Extended for Non-Bundled High Speed Internet Service" (June 22, 2009) <http://newscenter.verizon.com/press-releases/verizon/2009/verizon-high-speed-internet.html>

In case Verizon's press release disappears from its website, I have posted a copy on Google Buzz:
<http://www.google.com/buzz/102107151027007380724/ZxNJgg9Ycxw/Verizon-Verizon-High-Speed-Internet-Experience>