Confusion and Poor Service Using Edge Up

[icehearted74]

I have purchased from this Verizon Authorized Dealer previously and the service was okay.  My daughter and I got the Galaxy Note 3 and the Apple 5C via the Verizon Edge Plan from this store in March.  Prior to Edge -- we were in the standard 2 year ball and chain plan for 10+ years. 

Fast forward to now, and my daughter wanted the iPhone 6 Plus for Christmas.  So we went to Fry's Electronics who said they would issue me $100 gift card and $200 in bill credit if I switched over to AT&T.  As this was an early Christmas present, it seemed worth it to spend the extra cash to change over to have a phone in my hand that day and set up the new contract at the store right then and there.

I didn’t do that though, instead, we went to the Verizon Wireless Store at 14795 SW Murray Scholls Place, Beaverton OR, 97007 and we spoke with an associate at the store who was very knowledgeable.  The associate had explained the hassle of switching my information over to AT&T and said quote “good luck with that” and explained how he would order the 6 Plus for me and it would be ready in about 3-4 days. Not really wanting to wait to get the phone, I did decide to wait because I do like Verizon and the coverage.  Honestly, it has been more of a hassle dealing with you guys to get the damn thing upgraded and activated, than it would have been switching over at Fry’s to AT&T and having my phone in my hand THAT DAY.

After receiving a text yesterday that the 6 Plus arrived via Fed Ex, I went to into the same Verizon Store.  The whole experience was ridiculous, I waiting in line for close to an hour where the poor kid who helped me was helping his friend out -- which took forever on its own - not to mention the other person in front of me. Once it was my turn to pick up and activate my phone he didn't even know how to do it or the process. The kid asked if I had cash to do the Edge buy out. Um, no, I’m not going to fork over cash! He should not be left alone in the store if he doesn't know what he's doing. I find it completely an inconvenience for the sales associate to text me tell me my phone is ready and once I go to pick it up he’s nowhere in sight and the only person who is in the store cannot help me and am forced to return to try and activate it. On top of that the poor kid called someone and that person was telling him to figure it out by himself or to keep calling the managers until they picked up. Completely unprofessional! The poor and sarcastic service I received was completely unnecessary as well as no one knowing how to do their job! I’ll tell you one thing -- if I did my job like this I would not have a job for very long. Someone needs to make this right since unfortunately I can’t take back my time and frustrating spent in that unprofessional environment.  Also, I have no idea what to do now to get the 6 Plus that was ordered for my daughter or even if I want the 6 Plus from Verizon -- should I go back to the store.

Verizon having a superior network is not going to cut it you guys need to remember there is competition and your sky high monthly costs and poor service will make even the most loyal customer want to switch to another provider.

[Weth]

What's wrong with the 8 month old nearly brand new phone? Ahh yes, that is another discussion.....

To be eligible to Edge Up, you must have paid 50% of the  Galaxy Note 3 off, is that the case? If not you will need to pay to get to that 50% threshold, then trade in the phone.

If you do go to AT&T, what was your plan for the Edge payment contract on the remaining payments for the Note 3? If you cancelled that line, the rest of all the payments would immediately come due from Verizon, so you would have to put up money there also.

[icehearted74]

The 5C is great.  I'm clear on the plan t's and c's, however, I was very put off at the service at the store.

[newkid1]

With the edge, the phone needs to have at least 50% or more of the payments. I'm sure the reason he asked for cash was to help you get the phone. Personally  I would go back and get the iphone. Because  it's almost impossible  to hunt one down! I've had that same situation  happen to me. When it comes the cell phones and technology  I always do that chore last. Its a hand held computer and issues do happen.

[icehearted74]

Thanks newkid1 .  I am at 50%.  Not sure why but I called the store again and they say I need cash to upgrade my phone cause they've "never done an upgrade" with a bank or credit card.  This whole thing is driving me cray.  All I want to do is pay the fee to get my kid the 6 plus .

[dad_of_2]

When you move to the new edge phone, make sure you read the fine print, because to edge up you have to pay 75% off to edge up now.