My wife was using an old Iphone 5. It was starting to have issues. Well I got an email from Verizon saying that I could get her a new Iphone 8 upgrade for $100 off the normal price. That would have been around $350. So I go online and tride to do it on myverizon. (To say the least this is confusing!) I did everything it asked and entered the promocode. When it got to the contract agreement it showed full price. I was confused so I backed out. I thought the problem was doing it by monthly payments. Next I tried MyVerizon again but this time was going to just pay it up front. This time it would not accept the promocode saying I had already used it. (Starting to get disgruntled.) I decided to call in. (Try finding the help number. Not easy.) I talked to a sales rep and he said he could help. After telling him the promo code and all the details he set me up and said the price would be $350. Well when I went to where I had to confirm the contract it showed the full price. I asked the Sales rep about this and he said that it would show the full price but the Promocode will be applied after my first bill. (Really starting to get confused here!) Well 2 days went by and the Iphone 8 did not show up. I called back in to Verizon and talked to a Lady Support person. She said that the Sale never made it through. Didn't know why but it didn't. She put me on hold for a bit. When she came back she said that I can get the Iphone 8 for $120.00. She said she found another promotion that I qualified for. I asked for clarification and she again quoted the exact same Iphone 8 for $120.00. At that price I asked if I could also update my son's phone. She said yes I could and Iphone 8 for Both lines for $120.00 each. I did this. When it came up for me to confirm the contract it showed the full price of $450 each. I asked about this and she told me the same thing the other sales rep said. That the promo code will kick in after the first payment. Well I did this and the phones did show up. So far I have had 2 billing cycles and I am being billed the full price of $450! To put it mildly I am not happy. I have been with Verizon for close to 30 years. This might change that!
Never trust a sales rep if they can't provide any confirmation to what they tell you.
The first offer for $100 off is a legitimate one. Verizon doesn't discount equipment from the top, they take the discounted amount to spread out over 24mo. This is why you see full retail cost since the agreement amount was never changed. On the bill, it will show retail cost with a credit below it making it less out of pocket per month.
An iPhone 8 for $120 is way too low to be an existing line offer. You sound like you were upgrading existing lines instead of adding new ones. In that case, you would not be qualified for that price.
I thought that price was low. That is why I asked for clarification. But this was a support person and not from sales. I have been with Verizon for close to 30 years and have never had an issue. In fact up until now they have been very fare. That is why I thought it was legit. The way they set up the contract confirmation is what makes it confusing. If you are going to give me a discount then show me the discount in the contract not only on my bill. That would have preveneted this. As it is I have no proof any of this happend.
If this was done via chat, there will be a chat log a CS rep can access. With your tenure, I'd call and ask to see what could be done. A normal rep would be limited what they could do that they'd need a supervisor for this.
Ask if they can do a forced buyout so the cost of the phone bills to the account. Next ask to have the difference of $120 and $450 credited to the account. This way it will appear you paid both phones up front for $120. To me this seems fair given what happened.
This certainly isn't the experience we want for any of our customers. We want to help solve this concern. I show the lowest offer we have for the iPhone 8 is when you order it online, then it's $10 a month. http://spr.ly/66011wf61 With that offer, there would be a new line required for that promotion. Did you add a new line? VanetrisC_VZW
I have been with Verizon for a long time. I have never had an issue with Verizon before. In fact Verizon has been very fare in the past.
The more I think about it I believe the first person I contacted was with Chat via MyVerizon. The second person I called when the order didn't show up. I just wanted to get my wife's phone for the Email offer that should have been $100 off. It was the Support person that came up with the $120. I thought that it sounded too good to be true but I assumed that a Verizon Support person would know. I was not adding a new line and never suggested that I was. When I asked if I could also get my son a phone at this price I was told yes. So I went ahead and did. I wouldn't have done so at the $350 or higher price. Why is it the contract always shows full price no matter the deal you are getting? Both of the Verizon employees I communicated with said that this is normal. But both also said that I would not be paying that full price. The price would show up starting with the second payment. Well the second payment came due and it is still full price. BTW I checked my wife's phone. She received the fallowing text. " From Verizon Verizon MSG: Thank you for your call on 2019-11-20. To better serve you, we'd like to ask you a few short questions about your experience with the last representative you spoke with." and then got "How would you rate your overall experience with Sabrina? Please reply with a number from 1 to 10. where 1 is 'Poor' and 10 is 'Excellent'."