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Verizon won't honor promotion sent to me via text message

Dupue

I spent 2 hours on the phone and chatting online with Verizon trying to upgrade my phone which I haven't upgraded since 2015. Long story short, Verizon lied to me with the promo text they sent me and won't honor it. All I got from 2 different reps, is "I'm sorry, you feel like we lied"

At first the agent didn't believe me so I sent them screenshots of the texts from Verizon. Then they said they would try to honor it, but changed their mind saying my phone is too old to trade in, despite the offer saying trade in ANY Samsung phone in ANY condition. Then they tried to say I can trade in a different phone, but I would need to change my plan to the unlimited everything, despite the promo text also saying No plan change needed.

So they lied on 2 fronts, I can't trade in my Samsung phone, and I have to change my plan. What's the point in lying to a customer that used to work for you, and has been with the company for 14 years now. Everything about this promo is a bait and switch. I'm "eligible for an upgrade" but I will pay $1000 for a phone over 3 years, so where is the discount?

When I worked for the company we honored the promos. We didn't blatantly lie and make excuses.

Here is the exact text message set to me with my name redacted.

Verizon texted me a promo saying "Verizon MSG: Last chance! AND your trade device has never been worth more. Upgrade now m.vzw.com/GS24plus (data charges may apply) and trade in ANY Samsung phone in ANY condition - even if damaged or broken and get the S24+ (256 GB), with AI for $5/mo.(for 36 months; 0% APR. Retail price $999.99). No plan change required. Offer ends 3.31.24. Add'l terms apply. Reply 'X' to stop messages."

Maybe it's time to go to a new company that honors their promos and respects their loyal customers.

Comments

Verizon_Support

Hello, Dupue. My apologies to hear of your experience as we always want to see our customers get the upgrade they desire. I do see that the promo in question has expired. We can check other options for you as there are always upgrade/trade-in promos via our site. Let us know.

-Natasha

TiredofFees

Going through the same situation. Do yourself a favor and switch to a AT&T or T-Mobile. You will get new phones and $200 credit card. 19 years here but as everyone states you have to pay $1000 for a phone or upgrade to an expensive plan for a 50% discount. There are no deals for existing customers. Change to a different carrier and keep your number.

Verizon_Support

Oh, wow! We are shocked to see you feel this way. The last thing we want is for you to have a negative impression of Verizon. We truly value your 19+ years of loyalty to the company.

What promotion are you seeking (upgrade, add a line, etc.)? What is your budget? What phones/plans are you looking at?

~Gilbert

dmlzaro

I received this 2 days ago.

Verizon: Just for you D***, an exclusive offer just from us to you! Get the Galaxy S24+ (256GB) with Galaxy AI, on us. Or get $1,000 off the newest Samsung Galaxy Z Fold6 or Z Flip6. With phone trade-in. Any condition guaranteed. You can keep your current plan. Continue to your offer: m.vzw.com/GalaxySeries (data charges may apply). Limited-time offer. Add’l terms apply. Reply 'X' to learn how to opt out.

I chatted since no one answers and experienced the same pain. Couldn't even find the offer (they sent it!!) After about 90' with an 'expert' I was told the offer is over. The offer doesn't even have a date and it's only 2 days anyway. Then they said we've got some good news which was offering me the same deal I could get on their website. Really??

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