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Verizon just lost a long-time customer

On September 19 I walked into a corporate Verizon store on East Washington Avenue in Madison, WI to check out the iPhone 6 and iPhone 6 Plus. Because of the early upgrade offer both of my lines were then eligible for the upgrade. I've been a customer for 9 years. When one of the reps brought up the Edge program I asked him, and then his white-shirt companion, about pricing. I was clear that I was not interested in the Edge plan if I could not get the upgrade pricing. Several times I made this clear. They punched numbers on their calculators and the numbers came out to what I expected for upgrade pricing. Two days ago I get my bill notification. I take a look and there it is; full price charged for the phones.

I called Customer Service, and while the young lady on the phone was sympathetic and did try to correct things (she did her job the best she could), it came down to I have to go into the store and argue with the manager, Dustin, to fight to get the pricing adjusted and get back on my old plan. What possible reason would I have to pay full price for two phones, and move to a more expensive plan? I've had plenty of data in my old plan, and a 2-year contract has never bothered me. Apparently, according to the CS rep on the phone, this is not the first time a store has said one thing and charged differently.

What's going on, Verizon? Can you not control your corporate stores? A long-time customer has to go in and argue with the manager? Argue? This has all the makings of a shady used car dealer. And in the end, if I could manage to get things worked out, what do you have for your long-time customer for the trouble? Verizon needs to empower their first-line call center folks to offer something for the misery that their lack of corporate control seems to unleash on customers. Not a $10 gift card either. Something of this magnitude should have a whopper of an apology offer.

Anyone thinking of going to Edge, don't. In fact, after this whole deal today I'm going to take my business to T-Mobile. I just can't believe Verizon has no control over their stores. I can't believe they have no ability to correct this kind of issue without sending me into a store to essentially wrestle with a manager who, apparently, is an a-hole. Head to T-Mobile people. My old plan with Verizon will cost me $40.00 a month less with T-Mobile. So again, if I wanted to pay full price for a phone, why wouldn't I just go to a better carrier who has superior coverage in my area? Well, that's what I'm going to do.

So long, Verizon. Maybe you'll learn after state consumer laws crawl up your rear for the actions of the stores you cannot control.

Comments

Core2

"I walked into a corporate Verizon store"

This is the start of most all customer service related issues with Verizon. I only walk into a store to look at a potential new phone, then leave. Online and phone customer support is 100x better. If you don't agree or work well with the rep you get, call back in 15 minutes for a different one.

If T-Mobile had acceptable service where I lived, I would be gone. Make sure you do a free Test Drive with them first. Saving on your wireless bill is pointless, if you can't make a simple call with a different provider.

veldigar

Absolutely, on all fronts. I've always worked with Verizon over the phone, but this last time it just seemed convenient since I was already there to hold the phones and see how they felt before making a choice. The phone rep was great, I didn't come down on her for it all she was just going her job within the parameters Verizon gives her. She wasn't happy either, which speaks volumes of their overall policies.

SuzyQ

veldigar wrote:

... I was clear that I was not interested in the Edge plan if I could not get the upgrade pricing. Several times I made this clear.

Then the employees, and you, don't understand EDGE. It's not a service plan, it's a PAYMENT option to pay the full price of the phone in installments, and have no "contract" or obligation to stay with Verizon once the phone is paid for, which you can do at any time. So if you were trying to get discounted pricing, and the reps were talking EDGE, you were talking at cross purposes....

In order to get the upgrade pricing, you need to sign a contract for 2 years of service, and agree to an ETF if you leave Verizon before the two years.

veldigar

I was in fact very clear. They insisted that I could have the upgrade pricing. I had no reason to enter into a payment plan. I've had a contract with them since day one. They specifically stated that I could get the upgrade price and not have to pay all at once. After making them repeat that several times we moved forward. As I noted in my original post, Verizon corporate knows this kind of thing happens; basically stores lying and then setting things up differently than they talked about. They have had issues with this, so why they can't rectify it is the question.

vzwfanboy101

When you get a new contract, the only way a charge is not due now is if the phone is free with contract, or on backorder/preorder (payment set up but not charged yet).

Edge means you make monthly payments of course, so nothing due on the day you get the phone (unless due to a credit check)

From what I have learned.

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