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Early Upgrade Offer

Help please- I am so frustrated. I have been with verizon for 10 1/2 years. My husband and I both want to upgrade our phones to new Galaxy S25+ phones. I called verizon, and was told by the CS agent that because we have been with verizon for over 10 years, and are considering other carriers, we are eligible for early upgrade on our older samsung galaxy phones. Though we both owe a balance on these phones (I owe $300 something and he owes $100 something), the agent told us that if we upgrade to new phones, the balances due will be forgiven and we can use the current promotion to get $1000 off each of the new phones.

I was going to upgrade on that original phone call when she offered the early upgrade. But she suggested I go to a verizon phone to see the model and color options in person before deciding. She said the offer would stand.

My local store did not have the s25+ with 512 storage in stock, so I called back to complete the offer over the phone. The new agent told me I WAS NOT eligible for early upgrade. They then transferred me to sales, who said the same thing, who transferred me back to CS who said the same thing.

I asked if they would PLEASE listen to the recording of my April 10 phone call with the original agent, and they would see that I'm not lying- I really was offered this deal by the agent. They promised someone would listen to the call and call me back within 24 hours. I waited 2 days, no callback.

I called again yesterday. After 2 agents just kept saying, "you're not eligible," they transferred me to a supervisor. He said, "I'm leaving a message for the supervisor of the original agent you spoke with. They should not have offered you the early upgrade. So the supervisor will call you back, but the only thing that will happen now is that we will either give the original CS agent a warning or fire her."

I was shocked- I asked, "Are you saying that even if you confirm that I was offered early upgrade, the only thing that will happen is that the agent will get in trouble or lose her job??? I don't want to get anyone in trouble, I just want to get what I was offered." He replied that they will NOT uphold the offer I was given, just scold the agent who offered it to me.

This is absolutely unacceptable! I've been with verizon over a decade. I could save a lot of money going with a different carrier. I've been loyal. If I was offered early upgrade, and they confirm it by listening to the phone call, they should UPHOLD the offer!! Not just make me feel bad for now getting a CS agent in trouble.

I just want to leave and get a new carrier and save money. I can't believe I'm being treated this way. Can anyone help?

#early_upgrade

Comments

Verizon_Support

We want to help you with all the frustration and see what options we have to upgrade your line. We will be sending you a PM to look at all your options. ~Balter

SynthpopAddict

Wow. Could it be that you are on an older plan which is no longer offered to new customers and the first CS rep missed that detail? This will disqualify you from whatever promotions are currently available on the website.

I've looked at the competition, and the other guys charge in about the same ballpark. Unless you are thinking about switching to prepaid service, or going to one of the discount carriers, don't think there's much of a cost difference elsewhere. Cell phone service is like most other things in life: you usually get what you pay for.

shellbell777

thank you for your response. Yes, I am on a grandfathered plan. However, they told me I was eligible if i upgrade to the unlimited plan. I actually went ahead and changed my plan already, in preparation for the upgrade offer. But now they've rescinded the offer.

shellbell777

A verizon agent replied privately to my thread, but was not able to help. Just kept telling me the same thing. I'm not eligible for upgrade, and it doesn't matter what the 1st agent told me... and that they only record those calls for quality purposes and not to confirm what a customer was told (though it seems to ME that indeed listening would be "quality purposes"- as in, am I being treated rightly with quality customer service, and are they honoring what they've told me?").

So.... this continues to be unresolved.

SynthpopAddict

You're welcome. My opinion only, but I think the reason why the $1000 trade-in offer isn't coming up for you is because the phones were under contract with the older plan, so even changing the plan to something current won't bring the promotion up because the contract doesn't transfer over. Sure hope Verizon doesn't consider the plan change as bailing out of the contract.

As a side note, I personally believe that the wording on all those trade-in promotions should say "UP to X for your trade-in" because I've read many posts where people did not get the full amount stated in the ad for their trade-in. I'd have to think most people won't get the full amount for a trade-in.

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