I purchased my phone and signed the contract in Ukiah, CA almost 2 years ago. The Sales Rep there convinced me to accept a more expensive plan that promised me a free phone upgrade at the end of the contract. I paid $30+ (some months more than that!) each month more than my husband did for the same phone, same data, same everything except the insurance and the promise... He was very angry with me for spending the extra money, but he knew I'd get a newer phone once my contract was up, and I'd be happy. My contract is nearly up and I've been reading reviews on all the new Android phones so I could pick out the free upgrade I WAS PROMISED as soon as my contract ended.
I looked all over MY VERIZON MOBILE and couldn't find anything, then went to the Verizon website, trying to figure out how to get my new free upgrade. Afterall, I did pay $700+ more for my contract than my husband did. I finally decided to ask for help since I couldn't find anything about it on my own. I chatted with 4 different Reps (transferred twice, lost connection once) and got the song and dance from each one that they would make sure it never happened to anyone else. WHAT ABOUT ME??? I was the one promised. We're discussing MY situation here, not just chatting over tea. I don't care who or how they train their sales people, this situation cost me a LOT of money!! I've just been sitting here crying because I had to tell my husband I was lied to and the $700+ was simply gone and there would be no new phone. His reaction was... not good.
I'm shocked that a company as large as Verizon would do this to someone. That $700 would more than pay for a new phone. WTH??? We don't have that much money to throw away, but did they offer anything in return?? Sure, $100 off a new phone with a new 2 year contract and a payment plan for the new device, and $15.00 credited to my account. Gee, thanks, that makes it all better. I was a cop and am a disabled Veteran, no money to just throw away. My husband allowed this from kindness. Thank you, Verizon, for making his kindness cost him so very much.
VERIZON ALLOWS THE SALES REPS IN THEIR STORES TO LIE TO GET THE CONTRACT, BUT DOES NOT STAND BEHIND THE LIE!!!
I CAN'T GET ANY HELP FROM VERIZON ON THIS, SO I'M GOING TO THE BBB.
I'M PRETTY SURE I UNDERSTAND NOW WHY THERE'S NOWHERE TO LEAVE FEEDBACK ON THE VERIZON SITE.
I'M TOTALLY STUNNED BY THIS. SO MUCH SO THAT I FEEL PHYSICALLY ILL.
Reps lie to make sales. That's how sales are made. Youd have to tell us the exact parameters of your previous contract and specify where it is written that the verbal agreement would be honored since the current customer agreement states no verbal agreement is honored and only the terms within the contract will be upheld. Also Verizon does not offer a 2 year contract plus cost of phone. You now purchase plans and phone's separately. Upgrades have never been free and contracts included a higher access fee which included the cost of the phone. Access fees are half the cost now but phone payments are in addition. Subsidized contract pricing is essentially the same cost as services plus device cost. Near the bottom of your agreement you will find the verbage related to verbal agreements made by Verizon employees.
Honest people take one step forward and two steps back these days. I'm still having a hard time accepting that $700+ not being accounted for. How can they rip people off like this and get away with it?? Reporting them to the BBB, but I'm sure they have an entire file cabinet of reports on Verizon. My husband and I never had cell phones, so we were gullible. I must have had that stamped on my forehead when I walked into their store that day. We got them when he started working out of state at times so we wouldn't miss each other if one was needed. Anyway, I'm learning something I never thought I'd have to learn. You really can't trust anyone these days, especially if there's money and/or contracts in the matter. Thanks for taking the time to respond, Snn5. I suppose your "Correct Answer" is all I'm going to get from this outpouring of outrage.