Litigation » Long Hold, Multiple Agents, “We’re Aware of the Issue”

Long Hold, Multiple Agents, “We’re Aware of the Issue”

February 21, 2019

April 18, 2018 - New York City, USA. Verizon store located in Manhattan.
Verizon promised new customers free Amazon Echo devices and Amazon Prime subscriptions, but failed to deliver after customers enrolled in two-year contracts. Now the Pennsylvania AG has filed a lawsuit on their behalf, alleging that the company not only failed to make good on the incentives, but created an unreasonably burdensome process to claim them after multiple complaints. A broken hyperlink, which was sent to customers in an email, was the only way to claim the Echo and Prime subscription, according to the complaint. “After long hold times on the phone and being transferred to multiple agents of Verizon, the consumers were told that Verizon was aware of the issue, and that the hyperlink issues would be addressed. However, the hyperlink issues remained unresolved for more than a month after Verizon was put on notice of the problem.” Verizon has admitted to “a few technical problems,” and expressed surprise that the suit had been filed.

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