Verizon misleading upgrades
NavalFC2
Enthusiast - Level 2

I received the following text message on my phone from Verizon:

Hello from Verizon! We value you as a loyal customer & as a special thank you, we're offering you a FREE Samsung Galaxy S23 (128 GB) when you trade in your Galaxy S8 and upgrade. Even if it's damaged or broken - no plan change is required. Visit <URL> for your exclusive offer (data charges may apply). $800 trade-in/promo credit applied over 36 mos; 0% APR. Add'l terms & trade-in conditions apply. Reply "X" to stop msgs.

When visiting the URL it takes me to the S23 shop page, and looking at the upgrading existing line section, gee what do I see? The upgrade requires a 5G plan, and also my S8 is not eligible! So that's 2 Verizon lies in one text message. It told me I didn't need to change plans, and that my S8 was eligible. Both are false.  Anyone else get these?

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19 Replies
vzw_customer_support
Customer Service Rep

Hi, NavalFC2! We understand how important is for you to get accurate details about the promotions you receive through text message. To further assist you, I will send you PM.

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Cobrien92
Enthusiast - Level 2

Both my wife and I got the same message. Called customer service to confirm (which they did) before packing up the kids and heading to the local verizon store. Gentleman at the store had no idea why he said it wasnt showing on his end and suggested I call customer service back and setup for instore pickup. I called, after a bit of back and forth, the agent on the phone said yes this is valid (after speaking with a supervisor) but will need to be done online and need to select no plan change in order for the promotion to work. Got home, tried the link, went through several times trying mine and my wifes. No matter what I did, the phone was not free. False advertisment or a glitch, idk... 

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vzw_customer_support
Customer Service Rep

Hi there! We are super sorry to hear about these issues that you have run into. This all must have been frustrating without a doubt. We are here and happy to help! For further assistance go ahead and PM us! *Nicki 

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Allderama
Newbie

I called to get the full $800 promotion only to get the runaround where nobody would apply promo correction. Please help me get this deal. 

Thanks

 

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Cobrien92
Enthusiast - Level 2

@vzw_customer_support help! 

@Allderama it took me about 2hrs on the phone but was able to get it done. The internet orders dept is the only one who can help since its an online only offer. Call them, describe the text and ask for a number to send a screenshot to. Once they have it they have to honor it (their words not mine). Theyll likely send you to billing dept as they did with me who will put the order through. Then the promo correction happens after the order is placed. 

 

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NavalFC2
Enthusiast - Level 2

How do I contact the internet orders department?

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Cobrien92
Enthusiast - Level 2

@NavalFC2 not 100% sure to be honest. I was connected with them after being transferred to a bunch of different departments. Try "611" from your verizon device and ask the person that answers. If it goes anything like it did for me, it'll take some patience.

Maybe @vzw_customer_support can provide some guidance here

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NavalFC2
Enthusiast - Level 2

I've sent them a PM. Hopefully they answer. I don't like being given the run around and being asked to jump through hoops like this. 

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vzw_customer_support
Customer Service Rep

Thanks for reaching out Verizon. I'll be glad to help you. Please, send us a PM to review your account. It will be a pleasure to serve you!

 

 

>Manuel

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vzw_customer_support
Customer Service Rep

Could you please come back to the private note, so we can chat safely?

>Carlos

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vzw_customer_support
Customer Service Rep

Hello! I will be glad to help you with concern.I can provide you the number of my special team, so they can further assist you right away with your order. 

Phone:866-338-7390
Hours of Operation
Sun-Sat8:00AM - 11:00PM ET

>Emi

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vzw_customer_support
Customer Service Rep

Welcome, I would like to send you a private note, basically to maintain your information safe.

>Carlos

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vzw_customer_support
Customer Service Rep

Hello, we hope you and your family are doing well.  I understand your desire to get your promotion added, so you can get your promotional credits.  Please send a Private Message, so I can assist. 

*Lisa

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Charlie0183
Enthusiast - Level 1

Wow that's crazy they couldn't find it for the s8. Just this month had a s7 and it was on the list for trade any condition without battery damage and turns on.  Now to get the full value I had to up the plan to the next level(only $10 more a month) but it was said to double the phone credit, so it seemed worth it. 

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Cobrien92
Enthusiast - Level 2

@NavalFC2 @Charlie0183 

UPDATE: They made good on the offer! Took 2hr on the phone but I was told they will honor any promo sent by Verizon. 

1. Call internet orders dept, send them a screenshot of the text. 

2. Theyll connect you with billing dept who will have to submit promo correction in order for you to get the free phone. 

No plan change needed, two phones for free! 

Note, youll need to pay $35 upgrade fee + taxes. 

Hope this helps someone! 

NavalFC2
Enthusiast - Level 2

Update: Verizon is honoring the deal. As others have said, call the internet orders dept, they will verify you got the text, then push the deal through. They have to add the promo at the backend though so they said it could take a couple weeks to show up. If you got the S23 text though, they will honor it.

lauriejstone
Newbie

I received the same text offer for my Galaxy A51 5G phone. Have spent hours between phone calls and chat and I have been unable to get anyone to get this done for me. Long time customer here....very frustrating. 

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lauriejstone
Newbie

Update:  

 
Please help.  Spent several more hours on the phone yesterday, referencing this thread, and still no phone.
 
 
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thinkoutside
Enthusiast - Level 1

I got the same text. I find this type of interaction so unprofessional. We paid close to $200 a month over the past 10 years for our plan. Verizon has made over $10,000 off us. You would think when they text customers like us their messages/offers would be honest and seamless. Why do we who have been texted and private messaged here have to spend hours on a call being bounced between departments just to make good on this offer that was extended to us?

Almost all the messages above are people saying they have not had much success getting Verizon to keep their word. For the two people who did say they were successful they said it took hours. More concerning was that they seemed to say they would be billed incorrectly but that Verizon would correct the problem only after they committed to accepting new phones. This sounds very risky. Will the phones actually be free? Will Verizon actually let you keep your cell plan?

This has been our first bad interaction with Verizon. We would love new phones but based upon posts here I don't see how we would get them without having to jump through long calls and the risk of being billed for phones we were told were free and/or the possibility of changing the cell plans we worked so hard to keep.

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