Loyal customers get only crumbs compared to NEW
danoshops
Enthusiast - Level 2

We've been with Verizon for over 18 years. In the last few years we've added two lines for kids, upgraded to smartphones and smartphone plans, etc. Now that we need to upgrade our Pixel 2 phones that will not be receiving software/security updates to Pixel 5 but we're finding that phone deals for loyal, existing customers are almost non-existent, while new customers are offered free phones, BOGOs, etc. I've been calling to inquire about various deals (promos) that are poorly worded/written but almost exclusively end up favoring new customers (it's seems that it's 95+% of deals for new customers). An example, I saw an promo today to give up to "$250 Verizon e-Gift Card when you switch to Verizon on Unlimited". Four of us are on a shared medium plan, so we would technically be switching plans but we are not NEW custmers, so we don't qualify because fine print says you need to "select Unlimited & port-in" a number to get the deal. I thought we could switch our plans (select 'Start Unlimited') to Start Unlimited and each get the $150 e-Gift card. These are very much bait-and-switch tactics for loyal customers, great for new customers but, again, horrible for existing, loyal customers. I've been trying to work with Verizon but they don't seem to care about retaining us, loyal existing customers. I hate to even think about switching but Verizon seriously does not seem to care after you're a customer and we need new phones. Another example- while searching the Community for Pixel 5 deals just now, I see an add pop up, "Switch and get Google Pixel 5 on us, plus $100 (With select trade-in and select Unlimited plans.)" but only for NEW customers. Frustrated? VERY!

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danoshops
Enthusiast - Level 2

Thanks, Scott5337. They private-messaged me and offered me a nice deal on cheap phones that did not meet my specs and acted like they were doing a big thing. For someone who didn't have a set of basic set of criteria that might have been appealing but a BIG NO thanks for me.

I ended up going through Best Buy and saved ~$75/phone. 

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20 Replies
vzw_customer_support
Customer Service Rep

danoshops, we are extremely grateful for your loyalty. The last thing we would ever want is for you to leave us. I am a consumer as well, and I understand that getting the best deal on the awesome phones you want is crucial. Our promotions on specific change to cater to our existing loyal customers like yourself and to our new customers. I am confident that we will have a Pixel 5 promotion that you will be happy with shortly. You can sign up to receive email alerts about our latest promotions, product, and services. http://vz.to/1m2tKLh

JacobG_VZW

danoshops
Enthusiast - Level 2

@JacobG_VZW, thank you for your reply. We'll see when a new Pixel 5 deal comes out whether or not it works for my family. I've seen some previously but again, they have all favored new customers and/or added requirements, such as adding a new line ($$ + a thing/service that we don't need) and/or only available if you get XYZ-Unlimited plan for more $$/mo. I only want Start Unlimited and don't need/want all the other stuff from the other Unlimited plans. Sure, Verizon can say they offer current customers promotions but too often these end up being useless. Again, we'll see when a new deal for Pixel 5 comes out; I'll be watching.

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Tigerstep
Specialist - Level 3

I pay 36.66 for my part of the bill before taxes for unlimited data on a plan new customers don't have access to.

Can't really claim bait and switch when details are pretty clear. BOGO deals aren't really new customer exclusive either. If an existing customer actually needs another line and not just trying to game the system, the deal is just as valid to them as it would be to a new customer.

A lot of these complaint threads regarding perceived lack of loyalty are mostly complaints about a carrier not giving away thousand dollar phones. I mean, I'd like a free big screen from Comcast just because I had service with them for years, but that ain't happening.

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danoshops
Enthusiast - Level 2

I disagree with the notion Tigerstep presents here that I'm just trying to get free stuff or even BOGO. I'm not even asking for the same deals that new customers are getting, just some kind of deal that doesn't end up costing me a lot more than what new customers are being offered. I gave a few specific examples where promo language was unclear (at best), only to be revealed after making phone calls that I was not eligible for them. There are far more offers for new customers than for existing customers. Looks like Tigerstep is trolling me for expressing my disappointment with Verizon's customer retention strategy, or lack thereof. I wonder why he/she would do such a thing?

acraftylady2
Specialist - Level 2

Every 5min here AT&T commercial saying existing customers are treated to same deals as new customers, true or not I don't know but they are pushing that in my area.  I watch for the dates at best buy and get my phones there.    Mary

KET19
Enthusiast - Level 2

So I don't know how old  everybody is here, I'm new to Verizon i came from Sprint and I had over 24 years with them and I can remember back when every two years they had you sign a contract and to do that they offered up new phones or you got a 250.00 credit.   I don't remember what year it was that they  got away from doing that but it was nice.  I would think when you went in and managed your phone  they would flag it for a upgrade.  You certainly deserve one.

danoshops
Enthusiast - Level 2

So far I've heard from:

  1. a few folks who just seem to want to aggravate me regarding my concern with demeaning comments that don't even address the issues that I've targeted,
  2. others supporting me who have similar concerns about the inequity of deals that are being offered to "new" vs "existing" (or loyal) customers and
  3. Verizon reps who point out obvious links (unhelpful) on their website to their Smartphone page and the "Verizon Up" program for unrelated/useless deals.

"Verizon Up", although dubbed "free", is another way for Verizon to exploit my information, selling my data to third-parties for the reward of coupons (offers, whatever) for stuff I don't want or need (?), and really not address what my issues are with their unequal promotions favoring "new" customers-- they offer incredible deals for "new" customers to get them in the door and then crumbs after you are a paying customer. Verizon makes money off anyone who opts into the program and that is probably fully funded by all of the third-parties who end up getting your data.

Many other long-time Verizon customers are voicing the same concern that there are a higher percentage and better deals going to new customers. And once again, to the trolls- I'm not asking for the same deals as new customers but at least modestly good deals occasionally.

acraftylady2
Specialist - Level 2

No one here not even the reps can really do anything about deals, they dont make those decisions.  Probably take your anger to corporate.  If people aren't happy with verizon then they are free to find another carrier.  That's about all you can do.     

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danoshops
Enthusiast - Level 2

acraftylady2, thanks for the reply. I know you are trying to be helpful but I do think this is the place to voice my concern that Verizon is doing a very poor job of trying to retain long-term, loyal customers. The highest percentage of promotions do favor new customers or those who need an extra line-- but I'm not a new customer or someone who needs an extra (new) line. They act like they don't care about folks who have been with them for 5, 10, 15, 20 years or more. There hasn't been a rep jumping into this thread, yet, but I'm saying basically the same thing that I've been reading from others in this Community going back at least 10-years, and many of those got some VZW rep responses.

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vzw_customer_support
Customer Service Rep

danoshops,

 

I appreciate your patience and your long time loyalty. I would keep in mind about Verizon Up that beyond the general discount, one of the most common rewards is the option to claim device dollars, which just work as money toward a new phone and can be used toward any phone. It is something worth considering as I've saved well over $100.00 on phones before and I don't claim these exclusively. 

 

Our trade-in program is also worth consideration. You can trade in most phones for some sort of value at https://www.verizon.com/od/trade-in/#/ and often our trade-in promotions are the best ones for those who aren't adding a new line as they often don't require it. 

 

AndrewT_VZW

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danoshops
Enthusiast - Level 2

AndrewT_VZW, thanks for your reply. Apparently, you didn't read this whole thread. REPEATING: "Verizon Up", although dubbed "free", is another way for Verizon to exploit my information, selling my data to third-parties for the reward of coupons (offers, whatever) for stuff I don't want or need (?), and really not address what my issues are with their unequal promotions favoring "new" customers-- they offer incredible deals for "new" customers to get them in the door and then crumbs after you are a paying customer. Verizon makes money off anyone who opts into the program and that is probably fully funded by all of the third-parties who end up getting your data. END REPEAT.

So, no "Verizon Up" is pretty much worthless to me. Also, "device dollars"? I checked the value of our phones and even though our phones are in pristine condition (we've kept our phones in military-grade shockproof/waterproof cases), they are only worth $32, according to Verizon's estimation; that's it?! Again- crumbs. I've seen promotions that say I could get up to $440 off on a phone but only if I add a new line or subscribe to one of the premium Unlimited plans with extra-extra subscriptions on top that I do not want or need; we only want Start Unlimited. I was pretty excited about another, recent promo that could have saved us $150/phone but after calling sales support and waiting for a good 20-minutes, I learned that I needed to be a new customer, porting a number into Verizon for each phone, so effectively all new lines from another carrier. Again worthless.

I'm pretty sure you're fishing for a "Correct Answer" score but you or someone else will earn that when I see a promo for Pixel 5s, as alluded to by the previous rep. What Verizon really needs to do, is the right thing, by offering more promotions that are geared toward existing, loyal customers. One-off attempts to quiet folks who bring up inequity issues of Verizon marketing and sales promotions is probably Verizon's most cost-effective means of controlling costs... in the short-term. But if Verizon wants to retain customers (do they?!), they need to do more!

 

 

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vzw_customer_support
Customer Service Rep

Hello, danoshops.

We understand your concerns about shared information. Everything that we share is meant to improve your experience on the Verizon network. You can opt out of sharing your CPNI here: https://www.verizon.com/legal/notices/customer-cpni/

Additionally, you can be added to a 'Do Not Solicit' list, read more info here: https://www.verizon.com/legal/notices/do-not-call-policy/

For assistance with the account-specific issues such as plans and promotions, please feel free to reach us in a Private Note. 

CelesteR_VZW

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danoshops
Enthusiast - Level 2

CelesteR_VZW, thank you for your reply.

I can only guess that you refer to CPNI with regards to "Verizon Up" but you don't explain why you mention it. It makes no sense that I should sign up for "Verizon Up" when I would not benefit from it, as I've previously explained in detail, and it would allow Verizon and partners to access my data. Then I would need to reverse the effects of opting into "Verizon Up" by having to add my account to a "Do Not Solicit" list?! This makes ZERO sense and does not address any of the concerns that I have expressed.

Back to one of my actual concerns- again today I visited the Verizon shop Google Pixel 5 page and saw 4-promos that applied to NEW customers. When I logged into my account and looked at the page again the promotions were gone.

vzw_verizon_support- you don't need to keep responding if you have nothing that addresses the inequity of marketing/sales promotions between New customers and existing, loyal customers. Thank you!

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vzw_customer_support
Customer Service Rep

Danoshops, our loyal and long term customers truly are the reason that we are here. Without you, we have business. As a customer myself, I do understand that there are often sales that are geared specifically toward a new line of service. Though an offer requires a new line, everyone has the opportunity to add a line, whether they are currently a customer or not. I also know that some of us do not have need or want to add a new line to our accounts and for those of us that make that choice, then the current sale is clearly not the right one for you. There are times that the sales do not require a new line, for example, I myself purchased the Pixel 5 at the holidays as there was a promotion that did not require a new line or a trade in and as my previous phone was cracked, I knew that the trade in option was not going to work for my needs. Therefore, I jumped on that offer. Do you have a phone that you would be trading in? If so, which make and model phone is this? Beyond the Verizon Up Rewards, there are times that a promotion may be available that is specific to your account. In those cases, you will see the offer under your Notifications on the My Verizon app. LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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danoshops
Enthusiast - Level 2

LorenB_VZW and ALL vzw_customer_support-- thank you for your responses BUT it appears as though each of you is trying to hit a "home run" and score a "Correct Answer" before the next. I'm not going to tell you how to do your job but I am going to tell you, that based on your responses, you are not reading this thread to understand what my concerns are. So, if there were a "Wrong Answer" button, I'd be hitting that every time. Please review this thread and research before you TRY to placate my concerns.

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Scott5337
Contributor - Level 3

Your best bet would probably be to chat with Verizon on their Twitter page, or Facebook; where someone is Sales / Marketing might actually read it. This forum is great for technical advice, but I doubt your requests / posts will ever be read by someone in Sales that actually makes decisions about sales, promotions, offers.

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danoshops
Enthusiast - Level 2

Thanks, Scott5337. They private-messaged me and offered me a nice deal on cheap phones that did not meet my specs and acted like they were doing a big thing. For someone who didn't have a set of basic set of criteria that might have been appealing but a BIG NO thanks for me.

I ended up going through Best Buy and saved ~$75/phone. 

acraftylady2
Specialist - Level 2

Maybe someone in corporate will see all the complaints in this forum and things will change, one can hope.   Mary

Scott5337
Contributor - Level 3

@danoshops wrote:

We've been with Verizon for over 18 years. In the last few years we've added two lines for kids, upgraded to smartphones and smartphone plans, etc. Now that we need to upgrade our Pixel 2 phones that will not be receiving software/security updates to Pixel 5 but we're finding that phone deals for loyal, existing customers are almost non-existent, while new customers are offered free phones, BOGOs, etc. I've been calling to inquire about various deals (promos) that are poorly worded/written but almost exclusively end up favoring new customers (it's seems that it's 95+% of deals for new customers). An example, I saw an promo today to give up to "$250 Verizon e-Gift Card when you switch to Verizon on Unlimited". Four of us are on a shared medium plan, so we would technically be switching plans but we are not NEW custmers, so we don't qualify because fine print says you need to "select Unlimited & port-in" a number to get the deal. I thought we could switch our plans (select 'Start Unlimited') to Start Unlimited and each get the $150 e-Gift card. These are very much bait-and-switch tactics for loyal customers, great for new customers but, again, horrible for existing, loyal customers. I've been trying to work with Verizon but they don't seem to care about retaining us, loyal existing customers. I hate to even think about switching but Verizon seriously does not seem to care after you're a customer and we need new phones. Another example- while searching the Community for Pixel 5 deals just now, I see an add pop up, "Switch and get Google Pixel 5 on us, plus $100 (With select trade-in and select Unlimited plans.)" but only for NEW customers. Frustrated? VERY!


I know what you mean, and yes it is frustrating. Unfortunately this practice is in place by many other big businesses, not just Verizon. AT&T has great deals for new customers, Comcast has great deals for new customers, along with Charter, DirecTV, and on & on. For us long time existing customers....we get to pay our bill every month.

danoshops
Enthusiast - Level 2

I know other businesses play the same game to garner new customers but this fuels an environment where loyal customers are willing to jump ship and port out their lines and business elsewhere when they ARE being ignored. A better business practice would be to find a balance where loyal customers of x-number of years (maybe 3 or 5 as a minimum) get a different deal but at least they are offered deals more frequently. The current offers for loyal Verizon customers are basically once on Black Friday and once during the beginning of December (and these are not just for loyalty but all customers). Verizon may point to other offers for loyal customers but there are always barriers to qualifying for the offer, unlike the offers for new customers.