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Early Edge upgrade

Well folks, I've tried to do the early edge upgrade now twice, both at different times at the same local store.

According to them my phone doesn't meet the "like new" standards.

The phone is over 2 yrs old. The screen is perfect, the back if perfect, right side of phone is perfect, left bottom side of the phone has scratches on it from where the phone case, which it has always had, had 2 drops of glue on it.

A little background.

I've been a Verizon Wireless customer since 1997 and actually before that for a stint. There are 3 smart phones on the plan. Bill always paid on time.

I did an online chat with Verizon prior to my first venture to the local store and was told, only $25.22 for the phone I wanted. No problem right? Was also told I could keep my plan, unlimited data. Buzz! The store informed me I had to pay tax on the full retail, $549. So there's another $45. Ok, I can live with that. Then I was told, I couldn't keep my plan. Um, excuse me? Then, was told they couldn't except the phone. Me I thought the little twirp was just being a jerk so I went back home and did another online.

They apologized and said that the store was correct on the tax and the data plan and that I should call customer retention. So I did.

Customer retention said they could help. They apologized for the "twirp" and said they would do the whole thing and I could keep my plan. Yeah! No.

They couldn't let me keep my data plan but they could give me 6gb instead. So I hemmed and hawed and said ok. Then they checked again and said, oops, you're and early edge so they can't help me I'd have to go to the store. Wow! Another screw up, but did they answer all my questions and help me they asked? They suggested that I travel to another store and have them do the early edge.

I thought I'd give the local store another chance. New person, same attitude. 16 yrs a customer. Just in the last 3 yrs Verizon has taken in over $7400 from my account alone. Again, paid on time.

I put the pictures of my phone on here so everyone has an idea of what I'm talking about.

From my perspective, if there was customer service in the local store, which they need a very very bad lesson in, they should have handled it the following way.

"We wanted to let you know that normally because of the scratches on the bottom of the outside of the case, we wouldn't take the phone on an early edge, however, due to the fact that you've been a loyal paying customer for over 16 years we want to keep you happy. Which phone were you interested in?"

It wasn't so now my crusade will be to help make sure that Verizon either flushes the staff at the local store, seriously upgrades they customer service skills or sees their new program fail.

To Verizon:

I available for a personal apology for your multiple staff screw-ups and mistakes.

Comments

gski02

I wanted to add an additional comment on my above post.

Normally whenever I've had an issue with a local store, I've had my issue resolved by calling customer service and have no complaints with them, however, it seems that there are several distinctions between the online programs and the in store programs.

This may be for any number of reasons, however, a suggestion to have the real customer service group (the call center) contact the area of contention to resolve the issue. In my case, I even went to the customer retention group who does not have the same program availability as the local store.

The above situation leaves a very bad Verizon taste.

Lastly, it takes 10 times the effort to get a new customer as it does to keep an old one.

ponyruns

It was my understanding that to enter into the Edge Program you only needed to trade in your phone if you were still in contract and trying to enter during the open enrollment period. If the phone you have is over 2 years old then your old contract must be completed so you should not need to trade the phone in to begin the Edge program. Unless you are hoping to use your old phone to get some extra money to use toward the down payment on the new phone?

Am I understanding your situation correctly?

rcschnoor

First of all, this post is over 4 months old, so it may have been resolved.

Second, you are correct that you only have to turn in your phone if you are still under contract.

Third, while the phone MAY be over 2 years old, this does not mean the contract has been completed. There are several reasons why the line may still be under contract. For example, if you cancel the upgrade for a line, the line would be under contract and another line would have a new phone while the line in question would have an old phone. This brings up another problem when attempting to enter into an Early Edge agreement. To enter into an Early Edge agreement, you must turn in the phone which was purchased when you last signed a contract. If you transfered an upgrade to another line, they would tell you they would be unable to accept your phone in order to enter into an Early Edge agreement regardless the condition of the phone you are attempting to turn in. You would first have to activate the phone purchased when signing the contract onto the line wanting the Early Edge agreement. THEN you would be able to trade in that phone depending on the condition of the phone.

The above story does not give enough information in order to determine a plan of action for the OP. The photos provided also do not show that the moisture sensor had not been tripped, which would have shown possible water damage, another reason not being able to trade in the phone for Early Edge.

ponyruns

LOL I saw it in side bar and did not even look at the date!!

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