Program & Setup Fee - Verizon retailer store

[heomoi]

Hi

I made a mistake by upgrading 4  phones at Verizon Retail Dealer store at Eastridge mall.  I paid $40 (non-refundable) for device set up fee in additional with activation fee $35 (once time charge on 1st bill) for each device .  Besides this they overcharged me $10 more on each device I purchased. I thought coming there to get the iPhones right away but ended up still waiting for the order delivery. I lost $153 for purchasing 3 devices from them. Even worse, after paying the tax and fees I contacted the salesman for device trade in he ignored my text. I’ve learned my lesson I would never go to Verizon retailer store for upgrade phones anymore.  Verizon will lose customers for having such retailers because they tricked customers. I wished I had never been there. 

[vzw_customer_support]

Good morning!  Thanks for reaching to us.  We understand that you have some questions about your account.  We are more than happy to assist.  Please send a PM for further assistance.  *Jerina 

[zaherjj]

I was charged $70 set-up fee in addition to $35 activation. The setup only took 5-10 minutes and it was done by software, no intervention by the representative. So what exactly is the $70 paying for?

[Twarren1515]

I can understand your frustration in a way. I went to my local Verizon store and the representative i had did not know how to use a debt card and kept swipping my card. 5 times he swipt it. This was on a Friday evening. He ran all the money on my checking account and told me it would be back in my account in 5 to 7 days. Didnt apologize or anything. Was just like ow well, move on to the next customer. It was very frustrating. I had no money in my account until monday morning. He left me no money for the weekend. Thankfully i had help. But what if he did that to someone who was all on their own and needed that money for food or gas over the weekend. I left and will never go back to that store. If i have to go to Verizon,  i drive 1 1/2 hours to the next store....

[Sunflwrr629]

My son is at the Verizon store in Pottstown Pa on Shoemaker road, and didn’t even know he was being charged $40 for what they call a set up fee. I called and spoke to Will the rep and then the rude Store Manager took over and they told me it’s a charge that covers him walking in the store and getting help, not just setting up the phone. I find the whole situation sketchy and that they took advantage of my son. I told Will that we don’t need set up help and the Store Manager said that the $40 covers Will’s time getting into the account, paying off the old phone, and helping get the new phone added AS WELL AS setting up the phone with iCloud etc. this whole thing leaves a really bad taste in my mouth and seems like a sc-am. 

[vzw_customer_support]

Hello, Sunflwrr629. Help is here. May I ask, did your son visit a premium retailer by chance? Direct Verizon store locations do not charge this fee but the premium retailers do as they have their own pricing for set up. Please let us know. 

-Natasha

[Calebj517]

Yes they do the one in West Farms Mall (corporate location) tried to charge $30 to set up. They were very rude, disrespectful and short. 

[Melmlip]

Hi, my mom went to a Verizon company store and was charged the $30, so are we able to get it refunded? We made sure it was a company store and not an authorized retailer. Thank you. 

[vzw_customer_support]

@Melmlip  wrote: Hi, my mom went to a Verizon company store and was charged the $30, so are we able to get it refunded? We made sure it was a company store and not an authorized retailer. Thank you. 

Congrats on the new phone for your mom, Melmlip. Retail stores can assist with setting up your device, but that may be subject to a fee of $29.99 for a single device or $49.99 for two or more devices. The great news is that you can avoid this fee by setting the new device up yourself. Here's some helpful information about how to set up the device yourself in the future and transfer content between phones. https://www.verizon.com/support/content-transfer-help/

-Joseph

[MS07]

I believe that the main and most important issues that is becoming a huge inconvenience is that customers aren't being informed of the "in-store fee's, the "service  fee's, and or the "convenience fee's!" Having the option would be beneficial for both the customers and the Rep. The Rep wouldn't be coming off as sneaky which in my opinion and experience was one hundred percent exactly what it is and as for the customer especially during a crashing financial system would know if the fee's would be a hit to their budget. I paid what I Verizon billed and charged me on a budget as a single mother of 6 however given the option of fee's I

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@vzw_customer_support wrote:

@Melmlip  wrote: Hi, my mom went to a Verizon company store and was charged the $30, so are we able to get it refunded? We made sure it was a company store and not an authorized retailer. Thank you. 

Congrats on the new phone for your mom, Melmlip. Retail stores can assist with setting up your device, but that may be subject to a fee of $29.99 for a single device or $49.99 for two or more devices. The great news is that you can avoid this fee by setting the new device up yourself. Here's some helpful information about how to set up the device yourself in the future and transfer content between phones. https://www.verizon.com/support/content-transfer-help/

-Joseph

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wouldn't have even wasted my time and or my $! 

[mrcwoods]

Wish I would have read this thread first. Same thing happen to me and my family. Went in for 4 iPhone 14s (their promo). They only had 3 in back...had to upgrade to a 15. He was very pushy with the insurance. We did all of the leg work downloading the app to transfer phone info. Found out later that cost me $30 per phone for set-up only to be charged another $35 per phone to activate. $65 per phone??? Outrageous!!! What about my discounts I was promised...oh, those don't come off your bill for 2 or 3 cycles...wish I was told that upfront. Oh yeah, I had to set-up automatic payment and ID check on my own...where is my $30!!! I would change service providers, but there is a $50 restocking fee!!! Not such a great deal!!! They get you coming and going. Called Verizon and said they cannot do anything since it is a retail store. The retail store told me to call Verizon at 611. I got the runaround for 5 hours! If you go into a Verizon store, first ask if it is a retail store, if so promptly leave.

[vzw_customer_support]

Hello, mrcwoods. Ensuring transparency is a must as we don't want to lose your trust. The set up fee is a fee that comes directly from the store location. I know this is not the news you want to hear from us but we cannot credit this charge as it does come directly from the store location. Please let us know if you have any questions regarding your discount/promotions. 

-Natasha

[Tuks12]

Hi 

The same process was done to me @ florin branch Sacramento next to Walmart. 

I came for a phone and ended up with an upfront of $282 including both activation fees ($35*2) loaded on my side and the said thing I came in as a new client and I had to repay an extra $40 non refundable for an error in uploading files.

I turned to the guy and said , bro sometimes customer service comes first than ripping customers off in broad daylight .

I just came out of that store and.promise myself never to go back to that store.

They just ripping customers in broad daylight there .

So shameful 😞 

[vzw_customer_support]

Oh, no! We are surprised to read about your recent store experience. Our goal is to always provide top-quality service.

Please tell us more, what exactly happened with the program & set up fee? What was the uploading file error?

~Gilbert

[Notok]

I had the same exact issue.  Plus my bill changes every month. It keeps getting higher for no reason.

[vzw_customer_support]

Happy Wednesday! Being on top of your service is crucial, especially if you are managing your cost. Verizon is here to help.

When did the billing issue start? What recent changes have you made? What abnormal fees are you seeing in your statements?

~Gilbert

[strikererie]

Same issues - I so wish I had never switched to Verizon. AWFUL AWFUL AWFUL. The retail sales people were so deceptive, didn't say anything about the fees. Called them "taxes". It was just a lie. Then, got the first bill and it was over $400! Was told it would be about $120. Trying to get it fixed now, but what a mess. Of course, I have already gotten new phones that were "free" - another lie, they are mostly but not completely covered, still, it means I am stuck... Not sure what I am going to do, but I do know that I should have trusted my gut that they were being shady. Never, ever, ever trust Verizon. This was the worst experience I have ever had with a phone company and it isn't close. And I have traveled a lot, so have used a lot of companies. ABSOLUTELY TERRIBLE!!

[vzw_customer_support]

We're sorry to hear your experience joining us was not exceptional, Strikererie. If you still need further assistance after working with Customer Service, please let us know. 

-Melissa

[KimmelOR6]

I was charged $70 Initial set-up fee for 5G home internet . I was the only one who did the setup, no technician, no staff from verizon. Can i waive this fee? Because as i have mentioned before, I was the one who did the setup then why it has to charge me this setup fee?

[A4929428]

I’ve been with Verizon and would never never recommend anyone to make any instore purchases. The degree of dishonesty is simply outrageous. I’ve visited Verizon may 10 times in the time I’ve been their customer and unfortunately their sales are car sales people and the Wells Fargo of phone sales experience! Sell sell but forget the customer….great cellular, simply horrible instore experience- 

[Jt2024]

Same here . My dad (86 y/o) is in the skilled rehab  and spilled water on his phone because those tables are small. My husband went in for the cheapest flip phone and paid a $30 set up fee,  and now our bill for July has a $35 upgrade fee for a flip phone that is basically the same as what dad had because we just got the old one in November.