Device buyout promotion

Hello,

I'm attempting to upgrade one of my lines and there is a banner at the top of the sale page that states "upgrade & get your remaining device balance on us"

This banner appears for all of my lines, but is not being honored through the upgrade process online or customer support.

Customer service is stating that this promotion is only available for 1 of my lines, but why is it showing up on the upgrade page for each line independently when I choose to upgrade a particular line?

I have offered to send screenshots, but there is no way to send them through chat or phone support.

Under the Michigan consumer protection act this should be honored for each line that this banner is showing up for and not just the one line that Verizon has been telling me is eligible. If only 1 line is eligible, the promotional banner should not be viewable by all the lines on my account and should only be visible to the eligible line.

I have been a customer for over 12yrs with 9 lines and have been getting the run around now for 3 days and have been told that this banner showing up is an error and shouldn't be showing up. This promotion also has no restrictions nor does it state for eligible lines only.

Accepted answers

Verizon_Support

Resolution Update: By partnering with support, the issue of the promotional offers was addressed. If others encounter similar problems with Promos/Credits, common factors can include not meeting eligibility requirements such as Plan / Promo time frame / Device eligibility. Some promotions are specific to a particular line.

For anyone facing a similar issue now, we recommend reviewing this link for more details: https://www.verizon.com/deals/ and ensure to review the requirements section for each promotion that you may be interested in.

If you still require assistance or have any questions, please contact us for support.

-Alex

All comments

Verizon_Support

Hello eq0120. We appreciate your loyalty and we want you to be able to receive the promotions that you qualify for. I will be sending you a private message so that we can investigate further.

-Erica

SynthpopAddict

I'm guessing it's maybe your Account Owner line (?) which is the only one which qualifies, but because you control multiple lines in a group account, the system isn't sophisticated enough to filter out the ads for all the different lines, because you automatically get to view all your lines while logged into your account. Otherwise, I agree with you.

eq0120

The line I'm trying to upgrade is the account owner line, and the other is a sub which is supposedly eligible.

SynthpopAddict

Is it that your line is on an older plan which incoming customers can no longer get? That will prevent you from getting any promotions unless you change the service plan to one of the current ones. The thing with that though is the previous generation of plans had perks included, while current ones don't. IMO it's a wash if you have to pay for perks afterwards, or perhaps worse, because sometimes your perks are "broken" somehow afterwards and then you can't even access them.

Verizon: The verbiage in this promotion needs to be updated to say "for eligible lines" or "terms and conditions apply", or something similar. The OP has a valid point in their first post.

eq0120

I have offered to switch to the current ultimate ultimate plan in order to take advantage of the $1100 trade in offer also. Have tried everything, it's just misleading advertising from Verizon without putting conditions or restrictions and having that banner show up on every purchase page but only allwong specific lines to be eligible.

eq0120

Guess there is no solution

Even though this shows directly on their sales page, they won't honor it and keep saying it's only for an eligible line even though there are no such restrictions on the product sales page.

SynthpopAddict

Hi, I just looked up that phone on the Verizon storefront, and when I'm not signed into my account, there are some extra buttons and links to view, which do display some extra disclaimers. While it would be nice if only eligible offers display for a line, it is apparent that the system isn't sophisticated enough to do that.

Verizon_Support

If you still require assistance or have any questions, please contact us for support.

-Alex