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Device Promo removed
JS116
Member

We switched our cell service from AT&T to Verizon in December 2019 and were offered a device promo of $700 if we bought two new phones. We did purchase two new very expensive phones and added a new line to our plan to meet all the requirements. We were told that the device promo of $700 would be spread over 24 months and we would see a credit of approximately $29 each month. We did receive the credit the first month, but it was not on our bill the second month. After entirely too many hours on the phone with Verizon, we were informed that the device promo credit was removed because we paid off the balance we owed for the two new phones. There is nothing in our contract stating that the device credit would be removed if the devices themselves were paid off. On the contrary, the contract DOES say that we can pay off the devices anytime and there will be no penalty applied. This was also confirmed in the store with the sales person when signing the contract. The $700 device promo was a big factor in our decision to switch from AT&T to Verizon. If feels very dishonest of Verizon to take away this $700, that we were happy to receive $29 a month for 2 years, even though we paid for both phones right away. How that is not a penalty?

Re: Device Promo removed
vzw_customer_support
Customer Support

Hi, there! We know how important it is to have the proper expectations when it comes to a promotion, and we're here to help. In regard to any promotion in which you will receive credits to your device payment over a 24-month period, the device payment agreement the promotion is associated with must remain active. Without the payment agreement, there is nothing to connect the credits to. This detail is provided with each promotion we offer, and we apologize for any miscommunication in regard to these terms. You can also verify this information on our website. It can be found here http://spr.ly/66051eZ5S and here http://spr.ly/66061eZ5s. You can pay off your devices at any time, however, buying out a device that promotional credits are connected to results in the promotional credits dropping.

BreannaH_VZW

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Re: Device Promo removed
JS116
Member

Then we would like to reverse the action of paying off the eligible device. We were mislead (at the least) or lied to by the sales representative who signed us up to our current contract. How do we do this? I'm positive you will help us find a successful resolution to this error that was not ours.

Re: Device Promo removed
Ann154
Expert
Expert

@JS116 wrote:

Then we would like to reverse the action of paying off the eligible device. We were mislead (at the least) or lied to by the sales representative who signed us up to our current contract. How do we do this? I'm positive you will help us find a successful resolution to this error that was not ours.


If they allow you to reverse the device pay-off, then it could be a slippery slope for everyone else to request similar reversals. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Device Promo removed
mama23dogs

@JS116   Phone promotions work the same way with all carriers, Verizon, AT&T, T-Mobile, etc.   Paying off a phone or canceling the related line voids the deal.  
     If you meet the requirements of the deal the carrier makes credits against your installment. No installment = no credits.   
     These deals have been offered on a regular basis by carriers for five years now. The terms are published on the website's sales page for each carrier.   Everyone should have gotten the idea by now.  
    Reversing the pay off is no easy feat.  It's not meant to do that, so good luck.

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Re: Device Promo removed
vzw_customer_support
Customer Support

JS116, we would love the opportunity to see if we are able to reinstate your device payment agreements. Please keep in mind that we can't guarantee that we will be able to so, but we can certainly try. We went you a Private Message. Please reply as soon as you can. JacobV_VZW

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Re: Device Promo removed
vzw_customer_support
Customer Support

JS116, please provide your ten-digit mobile number. We will be pleased to go over your account and see if we are able to reinstate your device payment agreements. JacobV_VZW

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Re: Device Promo removed
Ann154
Expert
Expert

@vzw_customer_support wrote:

JS116, please provide your ten-digit mobile number. We will be pleased to go over your account and see if we are able to reinstate your device payment agreements. JacobV_VZW


DO. NOT. I repeat. Do not post your phone number or any other personal information on this public forum. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Device Promo removed
Ann154
Expert
Expert

@vzw_customer_support wrote:

JS116, we would love the opportunity to see if we are able to reinstate your device payment agreements. Please keep in mind that we can't guarantee that we will be able to so, but we can certainly try. We went you a Private Message. Please reply as soon as you can. JacobV_VZW


I hope you actually sent them a real private message instead of posting it to this thread. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Device Promo removed
JS116
Member

If it works the same way with all carriers, then it should be in the contract.  We read our entire contract.  We did our due diligence.  We did not sign anything agreeing to the loss of a promotional credit if we paid off a device.  It’s extremely unreasonable to expect someone to go searching through a carrier’s website to find this information.  Not everyone switches carriers with significant enough frequency that they would become an expert in this “hidden” caveat that you claim has been “the norm” for five years.