Is it just me, or has Verizon's CS taken a dive?

Can someone please tell me why I now have to pay $30 dollars to upgrade my phone with Verizon? I'm already going to commit to two more years with you and you want to charge me to upgrade my phone from the one that is shaddered and barely usable, that you wouldnt work with me on. Then a week ago, I call and the gal said if I paid my bill and called back today, 11/20, because thats 30 days early, that I would be able to upgrade to the G2, and they could honor the internet price. Otherwise, I could have paid x amout and got x amout refund.. and she said NOTHING about a $30! I call today, and absolutely none of that is being done! I'm honestly thinking about switching carriers..

Accepted answers

Verizon_Support

BornKristin,

We definitely do not want to see you leave. The upgrade fee is billed on each contracted upgrade. It is there to ensure that our customers get all the extras that they have come to enjoy, including account management apps, technical support for ever advancing devices, wireless workshops, and even support over social media. Click here for more details http://vz.to/11DDba1 . We do hour our Edge program that allows for purchase of a new device without an upgrade fee http://vz.to/1mYDhk7 We would love to get you in a new phone, please let us know if you need any assistance with this.

SandyS_VZW

Follow us on Twitter @VZWSupport

All comments

ynggrsshppr91

Why does T-Mobile make you pay full retail? Why does Sprint charge a $40 upgrade fee? Why does ATT also charge a $40 upgrade fee? It's industry standard Get used to it.

You are getting a new phone for $400-$600 less than the actual cost and you still want to complain? Sounds like T-Mobile should be your new carrier. They don't offer any discounts to complain about

Verizon_Support

BornKristi_

I have tried doing the edge program and it wont let us. It wants us to pay

full retail and I cant do that.

On Nov 21, 2014 3:40 PM, "Verizon Wireless Customer Support" <

veryfrustrated0118

Get over it. It isn't going away and all carriers charge it. BTW...switching will cost you a $35 activation fee from the new carrier but I hope you have fun.

unknown

31 months later an the upgrade fee is somehow "new" news to people. Verizon could do what T-Mobile does and get rid of discounted upgrades and make you pay full price. In fact that's the way it will be within a few years.

veryfrustrated0118

I agree. I believe that by 2016 there will be no such thing as contracts.

What people don't realize is that, at the end of the day (or in this case the contract), you're paying the full retail price for your device anyway. Whether you do Edge and it's specifically stated that the cost is spread over 24 months or you get the discount and sign a 2 year agreement. Do people really thing that the pricing structure doesn't have the cost of that phone built into it?

I will tell you what, as long as VZW offers the discount on the monthly line access fee for being on Edge, I will never go back to a contract. Why? Because I can upgrade when I want to AND with the discount the net increase on my bill is $5. Multiply that by 20 month payment plan I am on is $100. If I was on contract I would have paid $230 for my device. $100 over 20 months or $230 up front? No brainer to me.