Jun 4, 2008 4:03 pm US/Eastern
Consumers Talk 'Marketing Deception' With CBS 2
More And More Customers Falling Prey To 'Free Gift With Purchase' Bait
NEW YORK (CBS) ―
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Who doesn't like something free? Which is exactly why more and more companies are tyring to lure away your business with promises of a free gift with purchase. CBS 2 spoke with many unsatisfied Verizon customers who have fallen victims to false promotion.
AP
Who doesn't like something free? Which is exactly why more and more companies are tyring to lure away your business with promises of a free gift with purchase. But as CBS 2's Consumer Report investigates, in some cases you may just get what you pay for, Nothing!
"I can't stand this. It gets you so furious because you get nowhere."
Arlene Zaluski says she has reached the end of the line with Verizon.
It's one of the most popular forms of marketing; free gift with a purchase. It drives consumers to buy and it's used everywhere from cosmetics to phone service. But marketing experts say all too many companies are dropping the ball with customer service.
"Their management systems aren't working and customers are then finding this really traumatic experience of simply not getting good service," said Warren Keagan.
Zaluski says an ad promising a "free" gift got her to switch her phone services, including internet and cable to Verizon. The gift they promised was a camcorder. But after 6 months, it never arrived.
"I called corporate and tried to get someone there and they just sent me back to the promo department. Promo then sent me to billing and it just goes around and around," said Zaluski.
"I was told that I was supposed to get either a 19 inch LCD television or $200 gift cards," said Sam Fong, another disgruntled Verizon customer.
Fong told CBS 2 that she is still empty handed.
"I feel kind of cheated you know, because I signed up in response to the promotion," said Fong.
CBS 2 found customer after customer with the same problem; page after page of Verizon converts ranting about being deceived by the phone company giant.
As a marketing consultant, Warren Keagan says companies that fail to deliver on promises need a little 411 on customer service.
"That's a bate and switch, that's pure and simple that is consumer fraud. It's inept, it's sleezy. Absolutely horrible," said Keagan.
(© MMIX, CBS Broadcasting Inc. All Rights Reserved.)
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