Cell phone plan bait and switch.

[Dirigo]

Based on my recent experience contracting for cell phone service with a certain cell phone provider whose name contains a "V", I want to warn everyone of something I probably should have known at the ripe old age of 62: don't agree to anything until you get it in writing.

I spoke with "V" on the phone and chatted online a couple of days later on the "V" website and agreed to a certain plan and two phones at a certain price. When I got the bill I saw that the deal was not what we had agreed to.

A call to "V" Customer Care resulted in them denying that they could have offered such a deal and that if I didn't want the deal I could back out within 14 days of the order, not the activation, of the phones which is the day after tomorrow. I asked for a transcript of the Chat and was told that copies of Chats are not kept on file. I seriously doubt that is the case. I was pretty much told to "take it or leave it"; they were not going to give an inch.

Service with my former cell phone company had already been terminated and the legacy plan we had for several years was gone forever. So I guess I'm stuck with this plan for the next two years.

I pride myself on not falling for tricks or slick sales persons but I got nailed on this deal.

Get it in writing! Chat and phone deals are not reliable.

Live and learn...

[njbchbum]

dirigo - if you are not overly frustrated at this point, it might help to call back to "v" and ask to speak with someone from their service retention dept and let them know of the bait and switch to see if they can assist. or you can do what my mother taught me - go over to the verizon store in rolling acres shopping center [i think] and do the polite, raised voice irate customer routine on the store manager!

[mulligan]

Problem is, that's a franchise store with loose company ties

[villager]

Not that it will help you now, but maybe will help others. Most of the time you can print the chat window. That way, you can provide documentation of what was discussed.

[Pturner]

Hi Dirigo,
It was so thoughtful of you to post your lessons learned so that others hopefully will not be taken in. I hate that this happened to you and your lovely wife.

During our last trip down, a cable company that starts with a C called to tell us that if we added phone service to our plan, we could actually pay less total each monthly for three services than we currently pay for two. Sounded great to me, but DH was suspicious and did ask for it in writing. I thought at the time we might have lost out. Two things make me think he was probably right-- your post and the fact that we never got it in writing.

There's one thing you can try that might get you off the hook. Email the Florida Public Service Commission. That worked for me one time when a phone service that begins with an A did something somewhat similar to me a few years ago. The company steadfastly refused to reverse it until they were contacted by PSC. Five minutes after PSC contacted the company, they were bending over backwards to make it right for me.

Problem in your situation is that, unless your legacy plan was with V, you won't be able to get it back. Still good to report them.

Thanks again for your helpful warning.

[Happinow]

It seems that cell phone companies are notorious for this kind of thing. They tell you your plan will be 79.99 and when you get the bill it's 129.99. By the way, the AT&T store in Sumter is terrible! We walked out after waiting at least 15 minutes with no one even acknowledging we were there. Went to the one on 441 and told them of our poor experience and they agreed. ( too long to go into detail about our experience) The store is poorly run. It is franchised out as well, so real poor management.

[rp001]

Two options other than contacting mgmt of the company...One is to contact seniors vs crime on 466..They are great,free, and if it's a local store issue I'd bet anything they can help..The other is to notify "V" you will be filing a complaint with the Fl. Public Service Commission..Had a friend that had poor service from AT&T, complained, got absolutely no help..When she called back and told them about FPSC complaint they let her out of her contract with no penalty..I worked for a large utility in fl and we absolutely hated to respond to a FPSC complaint..It affects their chargeable rates as they are judged by these..Good luck...

[buzzy]

Fed and state taxes and other fees add about 25% to the cost of the plan. The salespeople usually won't volunteer that info.

[Dirigo]

Fed and state taxes and other fees add about 25% to the cost of the plan. The salespeople usually won't volunteer that info.

The price I was quoted was inclusive of all taxes and fees. Customer Service told me there was no way the sales person could have known what the total price would be...but still refused to give me the deal agreed to at the time of the order.

I received a PM with a phone number to a "V" VP here in FL from someone "in the know" about "V". (To the PM'er: thank you very much for the contact). I will call the number in the morning.

We aren't talking a lot of money here, but, darn it all, its the principle of the matter that galls me.

[Dirigo]

Not that it will help you now, but maybe will help others. Most of the time you can print the chat window. That way, you can provide documentation of what was discussed.

Oh, I knew that, but I trusted the nice lady on the other end of the chat window. I had a good experience with Comcast chat when we first moved here (I did get a copy of that chat), and thought I could trust "V"...but I was wrong. They must get paid on commission and will say anything to get the sale and hope no one notices.

[Hancle704]

Hearing all of the problems cited, I am very happy that we have service with Consumer Cellular. Everything is spelled out on their website and no contracts. Their Customer Service Reps are first rate.

[buzzy]

The price I was quoted was inclusive of all taxes and fees. Customer Service told me there was no way the sales person could have known what the total price would be...but still refused to give me the deal agreed to at the time of the order...........

Sounds like you were conned by their representative during the chat. I believe that they get a commission, so there should be a record of who processed the change. Even if you had the evidence, I don't think that V would honor it since it probably does not match any of their pricing plans. I don't think their business model can handle separate pricing for individual accounts.

Please let us know what the executive has to say.

[skip0358]

The V company is starting to outsource work. So you may not of gotten a true employee of the V company. As for sales the regular employees don't work on commission and yes there would be a record of whoever you spoke with. I would suggest you call back the office and demand a supervisor or advise you will go PSC. There is also a Presidential help line.

[Dirigo]

Sounds like you were conned by their representative during the chat. I believe that they get a commission, so there should be a record of who processed the change. Even if you had the evidence, I don't think that V would honor it since it probably does not match any of their pricing plans. I don't think their business model can handle separate pricing for individual accounts.

Please let us know what the executive has to say.

Seems you know how the system works...that is exactly what "V" said.

I left a message with the FL "V" VP this morning. A customer service person called me back this afternoon. They were willing to give us a credit for half the overage caused by their salespeople WITHOUT admitting their sales people had LIED to me.

If I had hard proof that their sales persons lied to me they would not have offered any larger credit, they would have just offered to early termination without penalty. I guess I would have been stuck with the cost of the phones.

The customer service person didn't seem surprised that their sales persons had lied. She didn't seem to care. It was pretty much take this deal or leave it.

I have had PMs from others who have been lied to by "V"...some of them in person, face to face! Although, I will say I have good service at the local store.

I'm mad enough that I may file a complaint with the State, although I don't think it will do any good. I posted on TOTV...guess that's about the best I can do without making Federal case out of it. We are only out $120 over two years, so I guess it was a fairly cheap reminder to GET THE DEAL IN WRITING!

And it isn't a great plan to begin with :rant-rave: