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IDEA - $30 Upgrade Fee Resolution

MeTexanVT

The $30 upgrade fee Verizon is charging is utterly ridiculous of course. It is especially appalling, and a slap in the face insult to loyal Verizon customers. )I have been with Verizon for 13 years.)

My suggestion to Verizon? Ok, fine so you say you have to charge this fee, at least try to offset it for LOYAL Verizon customers.

Verizon customers 3+ years: $20 coupon towards accessories

Verizon customers 5+ years: $30 coupons towards accessories

Verizon customers 10+ years: $50 coupons towards accessories

Comments

Ann154

AT&T’s upgrade fee is $36.

Sprint's upgrade fee is $38.

T-Mobile doesn't have upgrade fees since you have to purchase the phone at full price.

The upgrade fee on Verizon isn't charged if you bring your own device or purchase at full price.

Those coupons sounds similar to the old and discontinued NE2 program. I doubt Verizon Wireless will bring something like that back.

unknown

Who could complain about buying a $650 phone for $230? I don't get it.

Verizon_Support

Thanks for the suggestion, MeTexanVT. We appreciate all of the fantastic years you've spent with us and hope for many more. While Ann154 was right in mentioning we aren't the only ones to charge the fee and you do have the option of buying at retail to avoid the fee, I absolutely understand that this change is something that our long time customers will take some getting use to. It's really been put into place for anyone that signs a new 2 year contract to get a discount on a new phone. It's one way for us to be able to improve all the fantastic features, products, and services you've come to enjoy over the years. Not to mention come up with fabulous new things for you to enjoy down the road. We do have a Recycle Program where you can trade in many of your old devices to offset the charge of the fee or even the new device. Lots of customers have found it's a great way to get something wonderful out of their old device instead of it cluttering up the junk drawer in the kitchen. Visit http://bit.ly/GGnDDC to take a look if you have any old devices that can be turned in.

Jennifer_VZW

Please follow us on twitter @VZWSupport

MeTexanVT

Great. The phone I purchased 2 years ago for $200 is now worth $10 trade-in.

I am quite upset that loyal customers are not respected for their loyalty. Quite frankly, at this point Verizon has lost my loyalty, I see why people bounce from carrier to carrier, its easy and cheaper.

The good brands recognize loyalty in their customers.

Verizon_Support

We absolutely respect your loyalty MeTexanVT,

Perhaps we can find other ways for long term savings together and you can continue to enjoy the most reliable network! What plan are you currently on? Have you reviewed our current plans: http://bit.ly/xdDajD

You can complete an account analysis right here http://vz.to/14Ea6sh to review how much you use each month.

Do you happen to have an employee discount? You can double check here www.vzw.com/discount

Keep me posted!

Melissa_VZW

Please follow us on twitter @VZWSupport

MeTexanVT

Yes, I have done the account analysis but it is only for my current plan, which apparently does not transfer to a new phone.

And Yes, I applied for the 8% discount via the employee program.

pherson

My analogy will be criticized but I will say it anyway. These complains about the upgrade fee is ridiculous. Suppose one were to complain at a Honda dealer that well the destination fee is higher or the prices of the cars are higher than Hyundai, and why is the honda warranty 60k miles and Hyundai is 100k? Or I can bring my own engine to Hyudai and my car payment will be cheaper? I'm switching. First of all, Honda doesnthave to match. Yes quality of the others may be catching up but when was the last time you heard of a hyundai retaining value or reliability at 200k miles? Hondas rep speaks for utself. Similarly so.does verizon. They have proven themselvea more than the others. You may pay a bit more, but tou get what you pay for. Go get that hyundai cell phone deal and see how it works for you. For most it will be fine. But you will have more problems. And no I do not work.for verizon

unknown

A car analogy is a poor comparison to cell service. The price of your vehicle differs on your trade in if you have one. The dealer transportation charge can be removed, as well as features you want or dont want. You mention Hyundai versus Honda. Well at present Hyundai has top marks on price, value, warranty, selection from leading car magizines even over Honda. Look it up. They now offer a $68,000.00 Hyundai Equis which is rated better than a Mercides Benz. Their bumper to bumper warranty is 6 years 60,000 miles. Why is is Honda carries a 3 years 30,000 warranty? And the power train warranty is 100,000 miles versus 60,000 miles for Honda. Hyundai makes a quality car, they back it up with customer warrantee better than the rest. I have owned two high end Hyundai vehicles and have not had a single issue with it. I keep each five years so it is always covered if something does go wrong. Honda cannot compare. Verizon has the largest build out so they have the most coverage and most customers. However when the other providers build out Verizons edge will faulter. They will have to lower prices to compete and this will happen. Verizon charges more because they have the coverage and because of the customer base can just raise rates willy nilly if they so desire. But they can do it now but in the future they will be reigned in. The future is approaching quickly.

MeTexanVT

I have purchased many Hyundai's actually, and because of my customer loyalty they waive many charges and fees.

I am not arguing against the fee itself, I am arguing that Verizon ignores customers who have been loyal, and this fee is one of the ways LOYALTY could be rewarded and a customer easily retained.

MeTexanVT

The account analysis is a bit basic, it will only detect if you have overage charges (and then isn't it pretty obvious you need to change plans??) It does not tell you if you could changes plans to SAVE money on a less expensive plan. For example I used 21 minutes of my 900 minutes on my plan, and 163 texts out of 500 allowed, don't you think it could suggest I look at a cheaper plan, as part of my "plan analysis"?

BuckNaked

I have a better idea. Why don't we charge Verizon a drop call fee every time a call drops. Say 25 cents per call Drop Fee. I think it is ridiculous I pay $250 a month and can't drive down Olympic Parkway in Chula Vista, CA and not have my call dropped. The CEO of Verizon, Lowell McAdams, made 36 Million dollars last year. I think he can afford it. http://www.usatoday.com/story/money/business/2013/03/18/verizon-ceos-big-2012-payday/1997491/

bmaleck24

This is insane!!! I have been with you for 10 years now and your adding this on my account??? Time to switch to Tmobile or AT&t i tgink

Comment edited for filter avoidance as per the Terms of Service.

Message was edited by: Admin Moderator

unknown

First off in the old days of cellular verizon and others did credit you for each call at 35¢ a minute on customer request.

Today with bundle packages and unlimited minutes what would be the refund? Think...!

Also Cellular is not copper line to a hardwired phone in your home. Its impossible to say you will not drop a call occasionally because of poor signal, cell handoff, congested network due to everyone else using the towers, or your own fault via hitting a button on the cell during a call. Loads of reasons. Again Think...!

What the head of Verizon makes is up to the Board of Directors and I am sure if they hired you at that salary level you would not be asking yourself for the cost of a dropped call.

unknown

The $30 upgrade fee is not insane considering you get a $700 plus phone for $100.00 or $200.00 or even free on subsidy.

Stop complaining. Pay for your cell phone outright at full cost and you won't need to pay that $30 upgrade fee.

People today want something for nothing yet holler when nothing cost an associated fee to keep it nothing. Iphone 4 is free on verizon web site. A $700 cell phone free just pay the $30 upgrade fee, be under contract so a $670.00 savings and verizon is the bad guy.

T-Mobile will cost you full price for your device, Sprint will give you a $100 discount on a subsidize phone but you pay activation fees much higher than $30 upgrade fees. And Sprint is not that great for service coverage and data coverage.

T-Mobile is building out 4G quickly and service is known to be spotty outside of metro areas and larger cities.

So good luck at the new provider.

gerancherc

THe big problem is that these fees are not openly disclosed by the stores when you upgrade. Nor are all of the "associated costs" that make your first bill ridiculous when you start a new plan. There should be an option to spread the costs of the initial bills over several pay periods so the first and second bill aren't outrageous.

rcschnoor

I have been seeing this $30 upgrade fee listed in the description right next to the phone in stores(Verizon, Best Buy, Radio Shack...) at least since last summer.

Of course, I rarely see anyone read the little description plaques. Normally, they just pick up the phone and say "I like this one" without reading any of the information or details about the phone. Why would anyone spend time doing that?

MeTexanVT

I like that idea! I used to go to concerts at the "Verizon Wireless Amphitheater" in Indianapolis, yet could not get service there! The irony!

MeTexanVT

So does this mean that I no longer have to wait the 2 years in order to upgrade my phone? I can just pay $30 anytime and purchase a new phone at a discounted rate? So say every 6 months get a new phone??

unknown

I believe Verizon has the program to do just that. I think after the first year. T-Mobile has a program called Jump, And AT&T has a program that does the same thing (new phone upgrade every 6 months but you have to give the old one back, still pay a fee, make a payment on the new phone etc. CNET states all three programs are not that great. And it will cost you more money ) They gave Verizon & AT&T the worst marks on their upgrade programs. Verizon the worst if all.

Good Luck

dimap52

I think most of the anger comes from the fact that Verizon has implemented yet another fee where there was none before.Other carriers charge upgrade fees but they have always done this so people resigned themselves to it. Verizon did not, and in fact used to give INCENTIVES to upgrade, so this made them attractive in a way the others were not.

Now, they have just resigned themselves to the same sleazy, shameless corporate capitalism as their competition, just because they can. The see money on the table, and they feel secure in their customer retention so the incentives are gone and fees put in their place. It's funny how everybody proposes "ideas" for "resolution" but the fact is Verizon doesn't see any "problem" to "resolve" here. Perhaps when they see some serious 4G competition from the likes of Sprint or T-Mobile things may change, but as long as Verizon and AT&T are in pricing lockstep that is unlikely to change. And right now that lockstep is AWFUL.

commonsense101

Verizon has had industry leading ADDS since they implemented th $30 upgrade fee, there is no problem here..people bought into it..

Verizon_Support

The only thing insane is our level of quality bmaleck24! We appreciate your loyalty! Upgrade fees are commonplace in the wireless industry; however, our network and customer support aren't! Why would you want to leave those?

Verizon_Support

gerancherc, disclosures and keeping you fully informed about the upgrade fee is one of our most important tasks. This is why we provide information on your store receipt and follow up with a mailed confirmation letter 5-7 business days after your sale transaction. Click http://vz.to/Jfdwqo for more information about our upgrade fee.

Lasina_VZW

Follow us on Twitter @VZWSupport

bmaleck24

The Iphone should be free its junk. I will never get one again. Had nothing but issues with the Iphone 4S. Would rather pay money for a phone that works to fit my needs. The thing I dont get is I upgraded my phone many times without this charge and you never said anything to me. BTW you are very rude for customer service which is another reason I should consider looking. I have never been treated as sadly as I have been on this board.

unknown

I am not Customer Service. I am a customer just like you who tries to assist other customers having phone issues.

I am not trying to be mean to you.

I have used the iphone 4 without any incident for many years, my wife uses the Motorola Droid Razr without any issues, I recently purchased the New android HTC One (LTE) and every phone I have used going back to the old 3 watt bag phones have never not functioned properly. But I am sure issues crop up due to manufacturer defects.

I feel for you.

Verizon changed the rules when you upgrade your device under a subsidy since you are getting a phone that costs almost $800 for $99-$199 at a huge savings. To avoid that $30 fee pay the $800 be contract free and you won't have to feel the way you do.

The choice is yours to always make.

solovyov2000

This is ridiculous, I'm now completely dissatisfied with Verizon. I been with this company for almost a decade now and it seems that this company never runs out of ideas on how to fill up their pockets while emptying mine. Why won't I leave then you ask? Oh, because of it's monopolistic ways that don't let me go anywhere else. This company takes greed to different level and tries to convince its customers that this fee (and among many) is for " being able to improve all fantastic features". The only positive change I seen is the rise of the bill but obviously it's not beneficial to me. So, it makes sense that the company puts themselves first instead of its commodity which is us the customers.

nlayla

I know. I am also dissatisfied with Verizon now. I was also told that I will lose my unlimited data if I upgraded. I really do not want to see my data capped out as I've seen it happen on my brother's phone plan. My eligible upgrade is 8/15 but my contract end date is 12/2013. Crap!

nlayla

i agree. I also have been with verizon for nearly a decade and this is how they treat their loyal customers. I think it might be time to find another carrier that'll treat us the way we want. I do not want to lose my unlimited data and get charged $30.

Ann154

You can also purchase a phone at full retail or with the payment plan and avoid the upgrade fee and keep your unlimited data plan.

cpastrick

Sadly, Verizon and other wireless companies kinda have us customers in a choke hold. It's not like we can whip our own wireless communications network, so we are forced to endure any "upgrade fees" or whatever they like to call it.

No matter what they label it, it's just another "new" way of collecting revenue and making their stockholders more cash.

It's good ol' business as usual.

Verizon and the others are lucky that most of its customers are folks who really won't put too much thought into it and just pay it. There will be a few angry folks upset, but it's the price they pay for making more cash.

Yes, we can just buy wholesale, but that's like saying if I don't like the price of milk, I can always go and get a cow.

The wireless companies are in the biz to make money. And, yeah, it's frustrating for us consumers, but we are stuck.

I'll likely stay with Verizon until another company better comes along. And they will. Until then, I'll pay the fee. But, please, Verizon, don't insult my intelligence by saying you are charging the fee to pay for "workshops" and "update features" — those are things you do anyway. Treat me and others with some respect.

vtrav

Yes, the upgrade fee is only $30.00. However, there was never an upgrade fee in the past. Verizon gave you a free phone because then they locked you into a 2 year contract.... on which they made billions of dollars....that is the point. They didn't give you a free phone to be nice. They made money on contracts, not the phones.

I have not upgraded because I just wanted a plain old phone and did not want a smartphone where I would have the additional cost of internet, that I don't use. After my inital contract ended, Verizon offered me a discount of $50 if I would renew my phone. That was great. I could either get a free phone or a more expensive one and use my $50.00. That had some value to me as a loyal customer.

Now if I upgrade, I'm supposed to pay an upgrade fee? or...pay $100 - $300 for a phone? So now I get nothing. Right now I pay about $65.00 for my phone (using my company discount) and I have no contract. My phone works great. I can go anywhere in the country and the service is fine. If I upgrade, I am locked into a 2-year contract and pay an upgrade fee for a phone that isn't as good as the one I have, or at least not much better. If I go to a smartphone, I have the same situation, but now am locked at least a $100 (with tax)..for 2 years.

Here's the breakdown.

If I stay as I am I pay $65.00 a month and have no contract.

If I upgrade to a smart phone, I pay over $100+ a month, plus the one time upgrade fee of $30, plus some part of a new phone which will probably be either the iphone at $99.00... or some other phone which is even more expensive.

That is the point. I have been a customer for my whole life. I am 50 years old..so say since I was in my 20's. I understand Verizon is a company and needs to make money, but how much money do they need to make.

By the way, for those people who wrote that you are getting a really expensive phone for half the price,...You don't think verizion pays $200 for a phone that they sell you for $400 do you????? How much do you think they pay for that Apple 4S that they sell you for $99.00????

There is no loyalty discount from Verizon. There is no loyalty with Verizon..period.

budone

They pay a heck of a lot more for the iPhones than you realize.

vtrav

Who cares how much they pay? that is not even the point. They are a huge business with millions of customers. They do not need to charge a $30 upgrade fee. They have more customers today then they ever did. The people at the top make 7 figure salaries. Get a clue!

I have been a verizon customer my entire life. I give them my business. I give them my loyalty. They make tons and tons of money. They used to offer $50 to loyal customers to upgrade, now they charge $30. How do you think that makes people feel?? Why should I pay $30 to a company to keep my business?

budone

Apparently you do, you brought it up, not I

unknown

Actually it was a free phone, then it went to $100 off then down to $50 I believe it was new every two. it was all phased out to now you either get a new device at full price and no contract, or you buy at a subsidize price of Free-$100-$200 with a $30 upgrade fee and a two year contract.

You are given choices if you want to save on the cost of the device you pay the lower price and upgrade fee.

Or you buy the device at full price and pay no upgrade fee and have no contract.

The choice is yours.

vtrav

Elector - It's always a choice...obviously, but the initial post was not about choice, but about what seems right and fair to customers who have been loyal and now feel as if their loyalty means nothing...which it doesn't... and that's why my choice is not to upgrade my phone with Verizon. People like to feel appreciated and giving a little something back to your customers is a gesture that shows that.

For those of you who think the upgrade fee is fine, why bother posting at all. You have what you want. Pay it.

To budone...again you miss the point and bringing something up in conversation, doesn't make it the point of the conversation.

521C

I recently heard about this fee via a text message from Verizon. However, the jest of the message sent was about "customer loyalty". I read the entire message about being able to upgrade BECAUSE of my loyalty...I have been able to upgrade for almost a year now anyway nothing new there. The notice about the 30 fee was at the end of the message. SLEAZY!!!!!

I immediately opted out of getting future text messages.

I will not upgrade. ( Was about to get a new HTC One).

I am examining usage and will cut back on my present plan.

Am going to ask my state legislature to file legislation to regulate "fees" Just call it what it is an increase purchase of the phone.

This fee is to help pay for an unnecessary purchase for stock recently announced. SLEAZY!

unknown

Although I agree that customer loyality is fine, and in the past perks were passed on. Such as the extension of your contract with a reduced device after a year and the new every two etc. You have to realize the customer based was built up on these perks.

Now that they are the largest carrier Verizon feels that on their build out, and having service where the others are still not even close to going, the 4G LTE available in more places it is no longer necessary to try and keep your business.

Being the largest provider they know at the moment if you switch providers the odds are you will return and pay for that coverage. Since I pay full price the perks don't really apply to me. I can tell you I have one line on T-Mobile and coverage in the city and in my home in the suburbs is excellent better 4G in fact than our Verizon 4G service. Which alternates between 3G and 4G constantly. And my iphone at 3G anywhere is slow and choppy. But I have unlimited data, but what good is unlimited if I cannot use it?

Eventually when there is 100% coverage Verizon will have to compete to keep your business. Remember Cellular One started before Bell Atlantic NYNEX Mobile. And today they are second named as AT&T.

commonsense101

They have more customers than they ever did... Implying a small group of people,if any, are upset enough about the fee to not upgrade...you see how this is a good business practice right?

Broadwaytool

I agree... I have been with verizon for 11 years and quietly pay my bill and don't ask for much. I have had the worse experience getting new phones this year. I only upgraded because my old one broke. The new one that I got sucked and wouldn't respond to my touch. I got a different one, but fell just outside of the 10 days they leave the return lable on line and had to get a new lable. Then they charged me the full amount for the phone that I returned. It was more of an over sight for me, but betoween running our business and waiting for phones and lables and trips to the post office it seems I keep the first new phone a littl e too long. They got the phone back (which I'm sure they already sold to someone else, and after begging for a refund they gave 75% back like they were doing me a favor. I'm looking into really termination, but have 4 phones on our account and really can't justify the amount. I asked repeatedly to speak with an operations manager, but they say they don't have one. I'm considering the BBB as a way to express my frustration cause no body seems to have the authority to do the right thing at verizon.

Broadwaytool

I didn't really like the up grade fee either. We've been verizon for 11 years and I just ordered my 3rd phone. What a miserable experience! Customer service is useless and there is NO Operations manager to speak with. We couldn't get the free phone offer (dumb phone) if we got it at the store, so we shopped blindly on line and I (of course) picked a piece of junk phone. Apparently verizon doesn't think that I have anything else to do but upgrade my phone. I didn't get the lable printed out within the 10 days and didn't immediately send the 1st junk phone back. The 2nd new phone I got is okay (it's dumb also) but because I didn't get the 1st junk phone back in that 10 day period (Yes it was my fault I guess, I didn't read the fine print.) They charged me full price for the phone that was returned and acted like they were doing me a favor my discounting the phone I returned by 75%. I thought it was a law that they have to provide a number for the operations manager when requested, but they say they don't have one. That;'s okay though cause soon they will not get anything from me.

unknown

http://www.bbb.org

Additionally once your return is scanned in back to Verizon you are not responsible for the carriers late delivery.

Take them to small claims court. Don't let Verizon get away with your money.

Good Luck

Verizon_Support

Hi Broadwaytool,

I understand your concerns regarding a charge for a phone you have returned. I would like to review your account and get to the bottom of this issues. Please follo me (AntonioC_VZW) and send us a direct message including your wireless number and account verification (same you verify when you call us), and I'll review your account for accuracy.

AntonioC_VZW

Follow us on Twitter at www.twitter.com/VZWSupport

OMGseriously

You got to be an idiot if you think the phone is really 600.00..

OMGseriously

I just dont get it. Then what are all the extra fees and taxes for? I dont want nor need a workshop. And I paid 200.00 for a Droid 4 that had to be returned twice and they want to give me 44.00 for trade in. Then you go to the store you have to sign in,they are up your ass with that stupid handeld thing, watch for your name on the ticker. Sheesh stop that crap get back to regular customer service. There are 10 employees walking around the store. They have a greeter and then you still have to talk to the handheld guy. 200.00 to drop them take my 30.00 upgrade fee off that fee. My original contract says nothing about upgrade fees..

dimap52

I can't believe people are coming on here and whining about a $30 upgrade fee after a year and a half. Do they whine like this on the other carriers' forums too? They all charge a fee. Oh btw, I hate it too lol.

commonsense101

Honestly, how much do YOU think apple charges Verizon for an iphone

please tell me what you think..i mean like $20 mirite??

tmpenn

Call customer service and ask them to waive the fee. Problem solved.

budone

That's correct , your LAST contract does not mention an upgrade fee. That is why you have not paid one. New shiny subsidized phone results in a new agreement you must agree with. Yet you do not have to, you can walk..... Your choice, $30 upgrade fee, or switch to a new provider and pay a higher activation fee, or in TM's case, full price for a device.

Duckingstones

More and more companies don't care about loyalty. That was a 60's thru 90's thing. Most companies are out to get what they can out of you. They know you will be back. Plus they have millions of stock in the company your are going to switch to.

flutterfly8497

Your original contract has no bearing on this. When you upgrade, you agree to a new contract with new terms. I've seen a lot of people pull out the "original contract" argument, but that contract is completely irrelevant. You aren't "renewing" an existing contract. The old one expires, you purchase a new device and agree to a new two year contract.

SusanSS

Effectively this charge means that the price for an upgrade is really $30 more than advertised. I upgraded a couple of months ago and expected to pay $199 for the phone with a two year contract extension. To my annoyance, I was charged an extra $30 fee to extend my contract.

Verizon (as well as other cellphone providers) can't be prevented from making these charges, but if their advertising were transparent, the price of any upgrade should be clearly indicated, and the "bargain price" of a new phone should have been advertised as $219.

SusanSS

It is highly unusual for other kinds of companies to charge a fee for receiving a discount. Why not just include the $30 in the discounted price. Its still a good deal, and this would be more honest.

Ann154

Sprint and AT&T both have upgrade fees for their two contract pricing. Their fee is $38 for Sprint customers and $36 for AT&T. T-Mobile used to have a $18 upgrade fee, but has eliminated when they changed their pricing structure.

SusanSS

I realize that all these companies have upgrade charges, but implementing truth in advertising and transparency would suggest that the upgrade fee be included in the price of the phone. When you have to pay to receive a discount, the discount isn't what it seems. I know of few, if any, other companies that exact a fee for getting a discount.

Susan

>> Personal information removed to comply with the <<

Message was edited by: Verizon Moderator

RemyNOLA

Someone who thought that they were buying a phone for one price, and was then blindsided with an added fee. How would you feel if you went to the market to buy milk, and upon check out you were informed that in addition to the advertised price, you had to pay a milking fee? A fee is defined as the price one pays for a service. What service is performed in connection to the "upgrade fee"?

unknown

let it go already. The fee is here it;s not gong away. You can either pay it or pay full price or go to another carrier. Oh wait At&T and Sprint charge $36 upgrade fees and T-Mobile charges you full price. Would you feel better if they simple had the price of your $49 for $79 instead. What's the full price cost of the phone you can't? I bet at least $500. So that means you're still getting a 85% discount. not sue how you are being taken advantage of by getting a 85% discount. You one day soon carriers are all going the T-Mobile route and stop offering discounted upgrades and you'll just be paying full price.

RemyNOLA

Please see the link below for the phone that I purchased. I feel taken advantage of because the price listed is $49, not $79.

http://www.verizonwireless.com/b2c/device/smartphone/droid-maxx-16gb-black

frystevo77

Instead of having an upgrade fee just say the phone costs $30 or $60 or whatever. Let people know what they are agreeing to. The idea that I am paying $30 to upgrade a phone when I am signing a contract that I will pay Verizon for 2 years of guaranteed business. That is the reason I am getting "preferred treatment".

The other problem is that people in the store and the customer service center have no idea what is going on in the other place. Do not call customer service before going to a store call the store you may get 2 completely different stories on how to go about something.

unknown

In reality with customers porting in and out there is no guarantee for that two years.

If you pay full price no upgrade fees. No contracts.

It really is that simple.

Good Luck

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