Frustrated w/ BOGO for existing customers

[Chowrunner_331]

Being a Verizon Customer for more than 15 years, and having 5 lines (paid in full), I am upset and frustrated with Verizon’s Wireless policy for existing customers. I was willing to upgrade to their unlimited plan, and I still didn’t qualify for any BOGO PROMO!! I wanted to upgrade the 4 lines, and I was told I had to add a new line. Verizon Wireless does not care about loyal existing customers. I am seriously thinking about going to another carrier!!

[boringusername]

You're not very lowyal if you're threatening to leave. Also these other companies don't give BOGOs to curent cusotmers either. You going to switch companes every 2 years because they won't give you $2000 in free phones. Not sure how you think it's good business to give out $2000 in free phones to everyone.

[CHABLA37]

Some people don't threaten. It is much easire to keep customers and less costly, than it is to get new customers. If Verizon would realize that they could charge less. I am sure you  will come up with some statistic that says verizon is gettting new customers everyday. That is only because they, and other carriers are making custoers switch to get special promotions.

[chpke]

He has been loyal. 15 years and 5 lines. He has probably lost loyalty by being baited in early with equipment. He may be at a point that new equipment is pricy and sees leaving as the only way to avoid the cost. Sure, no other providers do bogo for existing lines. And yes he can just leave for equipment and return after obligations are met. Your good business comment makes me scratch my head. They are doing $2000 in free phones. Just fewer since it is only new lines. If verizon were smart about it, they would offer a buy one, get one half off. Offering something special for existing customers would appease some. Not just $200-300 off marked up phones. 

[rcschnoor]

It appears your complaints should be focused at phone manufacturers and not cellular providers. Phone manufacturers are the ones who set phone prices, not cellular providers. If you don't think phone prices are appropriate, choose a less expensive phone. You CAN purchase 2 smartphones for the price of 1 iPhone. 

Why is it for every other type of consumer electronics, or consumer products for that matter, people will just choose the one they like which fit their budgets and not complain about more expensive models they cannot afford?

There are likely cars out there with additional features I would prefer to have which may cost a bit more than I would like to pay. I don't go and ask for a bogo, I just purchase the device I can afford or am willing to pay the price.

[mama23dogs]

@chpke  Maybe if everyone stopped buying $1,000 phones, the prices would come down for everyone.  
Ive been buying lower cost or waiting for bargains.  I recently bought an A50, and after being unhappy with Samsung due to cost and curved screens, and the annoying Bixby button, this is what I wanted from Samsung for the past 4 years, but their $700 - $1,000 phones failed to deliver.   The A70 is coming at a similar price and even better specs.  
     I also have a $150 off an iPhone deal sitting in myVerizon account, but we don't buy iPhones.  Apple price fixes.   Which isn't something I agree with.  

[vzw_customer_support]

chpke

Your loyalty is appreciated. Existing customers like you can take advantage of any promotional that we offer. However, some deals will require that you add a new line of service or trade in a qualifying device. We apologize. We're unable to waive this requirement or make any exceptions. However, we recommend that you stay tuned at our website for better deals that will fit your needs here: 

https://www.verizonwireless.com/smartphones/

LasinaJ_VZW

[Jackthepumpkinking]

You are very rude and immature to attack someone like that. They have every right to be frustrated with the limitations to these offers.

And claiming that despite them being loyal for 15 years that they are not loyal just because of their opinion of a situation is completely illogical

[mama23dogs]

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@Jackthepumpkinking wrote:

You are very rude and immature to attack someone like that. They have every right to be frustrated with the limitations to these offers.

And claiming that despite them being loyal for 15 years that they are not loyal just because of their opinion of a situation is completely illogical

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Your post is on page 3 of a 3 page thread.  And no reference, but I gather it’s about the first response.    98/99% of customers upgrade without pulling the ‘im not appreciated because you won’t give me a free phone’ card.   The other 1-2% are already unhappy and disloyal, or they wouldn’t be complaining.  

The best thing for those people to do is go try another carrier.  if the other carrier works out for them, they are happy and Verizon doesn’t have to deal with a complaining Customer anymore.     If they regret the switch they will come back to Verizon and quit complaining. Either way it’s a win for Verizon.

[vzw_customer_support]

I apologize for the delay and appreciate your patience. Please be advised; this is not a live chat, and we're working to resolve multiple customer service concerns here in Social Media. I sincerely appreciate your patience. Are you still in need of assistance?

[Classicsalsa1]

You are absolutely incorrect. My father has T-Mobile and they do offer discount on upgrades for existing customers....

[mama23dogs]

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@Classicsalsa1 wrote:

You are absolutely incorrect. My father has T-Mobile and they do offer discount on upgrades for existing customers....

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So why aren’t you with T-mobile? 
If T-mobile has everything customers want, why isn’t T-mobile number 1?  Because they don’t have coverage?   (They only have Lousy 3g in my area)

[vzw_customer_support]

Chowrunner_331, it would be devastating to see you leave the Verizon family. We absolutely appreciate your 15 years of loyalty. I am exactly the same way. I am always looking for the best deals possible. I understand that some promotions do not always fit your needs. I recommend signing up for our email alerts so you can jump on one when it becomes available. I want to also let you know we do have some great deals for all of our loyal customers who want to upgrade. You can see all the promos here: https://www.verizonwireless.com/deals/ Some of the notable ones are $300 off the RED Hydrogen One, $200.00 off the new Moto Z4, and up to $450 off the LG V50 with eligible trade-in. Does this provide clarity to your concerns? SantoC_VZW

[ncrose]

Here is my question.  I have been with Verizon for as long as I can remember.  We recently upgraded from a pair of grandfathered plans wih 2GB each to an unlimited plan.  The price difference was mitigated by going with auto pay.

I have an s7 with six months of pay remaining and my wife has an s9 with nine.  We realize we would need to pay of the existing balances on each and would plan on trading them both in to get something back.

The BOGO requires adding a new line.  That part is fine, but we want to wind up with two lines.  I am not married to my number; my wofe is to hers, so in order to getback to two, mine would be the one to go.

Online and through chat I have been told that I can add the line (new number) to meet the BOGO requirement of adding a new line.  I called Verizon and they said the same thing.  I went into a company store and they said, no problem.  Then yesterday, I went to  an authorized retailer (has Verison on its facade), so I am assuming it is different than Best Buy or other third parties.  The rep and the manager sang a different tune.  They said I could buy the phone thorough BOGO and get the promo, but then if I cancelled one of the old lines (mine), once the new phones were activated, that it would negate the BOGO.  They also said that I likely would not find out about this for a couple of months at which time my 14 day cancellation window will have long closed.  Now I would be stuck with payments on two new phones instead of the BOGO.  They said to call customer service to find out for sure.  It appears that you are customer  service.

The chat guy said no problem; that they do this all the time; that it is a workaround for existing customers, but he was sales. The bottom line is trusting a sales rep vs customer service.  I don't like surprises.  In my chat, I had gotten the right answers and I figured I would get the transcript of my conversation.  I asked for it and it never came.  I think that would suffice as proof of what I was told assuming there was a problem in a couple of months.

So what is the deal on this.

I did neglect to ask about the cancellation fee for my existing phone and whether I would be charged for that.  With August 1st quickly coming upon us, I need some quick answers

[vzw_customer_support]

I don’t blame you for reaching out about these mixed messages.Here are the eligibility requirements for the current “Back to School” Promotion:
https://www.verizonwireless.com/smartphones/android/

• Any unlimited plan is required.
  •Both "buy" and "get" devices must be purchased on device payment.
  •The "buy" and "get" lines must be within the same brand (from the same OEM).
  •BOGO recurring credits are applied through a monthly bill credit over 24 months.◦Recurring credits on the "get" MDN are applied starting 1-2 bill cycles after purchase date.
  •1 line must be activated on a new line of service.
  •The "buy" and "get" lines must maintain the Smartphone Monthly Access Charge/Line.
  •1 line may be an upgrade
  •Disconnecting the "get" MDN at any time results in the promotional credits dropping.
  ◦The "buy" device must remain active for 6 months.
  ◦The "get" device must remain active for 24 months.

With these guidelines followed, you'll receive the full benefit of the promotion.
DavidH_VZW

[jmhanisch]

We did the BOGO Iphone 11 promo in Dec 2019.  It was explained that one of the new phones would require a new phone number, which we did.  Now I am told I have to keep the discontinued line active for 24 months.  This is the biggest scam ever!  I am now committed to paying Verizon $240 over the next two years for nothing.  So sick of being ripped off!!

[mama23dogs]

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@jmhanisch wrote:

We did the BOGO Iphone 11 promo in Dec 2019.  It was explained that one of the new phones would require a new phone number, which we did.  Now I am told I have to keep the discontinued line active for 24 months.  This is the biggest scam ever!  I am now committed to paying Verizon $240 over the next two years for nothing.  So sick of being ripped off!!

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Say what?   
   1.  BOGO credits usually take 3 bills to show, so you might not see credits till March. 
    2.  If it were a discontinued line, why would you need to keep it?  No.  I think you misunderstand promotion.   To get the credits on the phone you have to add a New line/number.   The installments are tied to the new phone number, do you want choir keep that new phone number for a full 24 months order to get all the credits. The installments are tied to the new phone number, do you want wired keep that new phone number for a full 24 month order to get all the credits.
       You can cancel an old number.  Why do you think you can’t?  

[vzw_customer_support]

This is never the experience we would want our customers to experience! I want every chance to investigate and rectify your concern. To provide the best support, please reach out to us through Private Message, on your Facebook or Twitter account. We are available there around the clock, and hope to hear from you soon. MichelleH_VZW

[dodgethis]

the buy one get one is frustrating, I wanted to just pay for one outright and receive the second free,  it does not work that way?  you truly have to pay for 24 months (forces a 2 year commitment/ forces loyalty).

on the bill each month you will see you are paying full price and receiving "credit" for less after fees of course.

I for one will just look for my next phone purchase straight from the manafacturer   I think this may be a barganing chip to ensure lower contract fee.  (I was a previous ATT customer all the way back to cingular and pre ATT)

[vzw_customer_support]

We work hard to provide great promotions, dodgethis. You make a great point about paying for one outright then receiving the second free. I’m sorry we don’t offer a promotion like that. It’s fair to say we do want customers to stay with us for a long time and make good use of the service. Changing to purchases of devices has lowered the plan costs dramatically, as you point out. You are free to purchase a device from the manufacturer and use it on our network, as long as it’s compatible. Does this information help explain some of the “whys” regarding purchasing devices through our Device Payment Plans?

GeorgeS_VZW

[vzw_customer_support]

I'm sorry to learn that you are frustrated and you feel like there is no value for being a long-time customer, wwdude. You are a valued customer and we appreciate your loyalty and tenure.

We make every effort to provide great promotions and all our promotions are available for current customers or new customers as long as all the promotion's requirements are met. Please visit this link (https://www.verizonwireless.com/deals/) to review our current promotions. Please note that our promotions change often and not all promotions require a new line of service. For example, we currently have the Motorola moto g7 power for only $5/month (50% savings) for 24 months. This promotion does not require a new line of service or a trade-in. Please confirm at this link (https://www.verizonwireless.com/smartphones/moto-g7-power/?sku=sku3370222).

AntonioC_VZW