Customer service is not consistent with offers/information given over the phone.

I called Verizon on 9/24 10:42am EST just to ask a few questions about my account and ask about the Edge program.

The representative informed me that I was eligible for Edge today, as well as I would not have to turn in my current phones in lieu of paying the ETF fees. Of course I heavily questioned this due to my current 2 year contract being up in October 2015, as well as being able to keep my current phones.

It was stated by the representative that I could just keep them as backup phones if I wished, due to our 13 years of never a missed or late payment on the account.

Called back to day to confirm this 9/29 9:37am EST, and the representative told me I could upgrade to Edge, but had to wait until October 10th and also turn in my current phones to Verizon. This completely conflicted with the first call I had.

When I questioned the first representatives offers and information today, I was simply told that they must have not understood how the program works, or did not know the details over my current contract - why are these people answering calls/questions then?

I was not expecting to be able to keep phones, or sign to Edge early - but sure, the offer sounded great so I called back today to order.

The first representative was not a new employee either, I have worked with so many over the years, you can easily spot a brand new person not familiar with VZW services.

It gave me the illusion that being a solid paying customer for so long was giving me some leeway or perk - I should have known better.

Accepted answers

Verizon_Support

Hi Core2,

We are so excited to see your interest in our Edge plans! We always want to provide accurate information, it saddens me to hear that this did not occur. In order to be eligible for standard Edge http://vz.to/1mYDhk7 which does not require trade-in of your current device, you would have to be eligible for a standard upgrade. When is your upgrade date? Dial #UPG from your cellphone. If you are not eligible for a standard 2yr upgrade, we do have a promotion for Early Edge. If your line qualifies for this promotion, in order to take advantage, you would have to trade-in your current device to Edge. The device has to be in good working condition. Once again, I apologize for any confusion, and congrats on your new device.

Thanks,

PamelaF_vzw

Tweet us @vzwsupport

All comments

Verizon_Support

Scorpiann702

I agree with the subject on this. I've called so many times and posted on this community forum regarding the extra 1GB bonus promotion and I still have yet to hear from .

Core2

I also just noticed that the promotion ends tomorrow, and VZW had no idea if it is going to be extended or not:

For a limited time, existing customers who are within 12 months of their upgrade eligibility date can trade in their old devices and use Verizon Edge to enjoy the benefits of a new 4G LTE device. This offer is available 7/1/14 - 9/30/14.

My concern is not with being able to upgrade right now, it is over miss-information that was provided to me on my first call. Being told that I was able to upgrade AND keep my current phones was quite an incentive.

1st call I was eligible to upgrade that day for Edge, and keep my phones - I decided to think about it over the weekend.

2nd call I am eligible to upgrade to Edge on 10/10, but have to turn in my current devices.

3rd call to clarify about the 9/30/14 promotion end date, they had no idea if it was still to be available - so I might not be able to upgrade at all on 10/10 to Edge.

Verizon_Support

We want to see all our customers get consistent answers, Scorpiann702. The limited time summer promotion for 1GB of bonus data on qualifying More Everything plans ended yesterday. Did you upgrade your device between August 15 - September 30? What plan are you on? I'd love to help answer your questions.

JenniferH_VZW

Follow us on Twitter www.twitter.com/vzwsupport

Scorpiann702

Hi JenniferH

Yes, I pre-ordered my iPhone 6+ on 9/12, received and activated on 9/19. I received an email regarding the promotion so I called on 9/19 spoke to Drew who requested the 1GB additional for me and said he would call me in 2 business days to follow up (he never did). So I called on 9/24 and spoke to Samantha to follow up. Still nothing. I called back on 9/25 (spoke to Bonnie) and 9/29 (spoke to Tony) and STILL nothing. I know it ended 9/30, that's why I followed up 4 times before the promotional end date. I am on the More Everything Plan and all the customer service reps I talked to said I qualified for it. Tony said that even though it ends on 9/30, VZW will still be able to add it because it'll show when I requested for it.

I also got a DM from Lindseyt_vzw to help me but I haven't heard from her in a couple days either.

JenniferH, can you please help me with this?!

Verizon_Support

We most definitely can help with reviewing the status of this promo, Scorpiann702. When you have a moment, please accept my Follow request, and Follow me back. Then, please send me a DM. Thank you!

NicandroN_VZW

Follow us on twitter @VZWSupport