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On the edge of leaving due to poor upgrade experiences
Wjoyner
Member

I've been a Verizon Wireless customer for over 15 years but I'm on the edge of leaving for another carrier.

I've just experienced my 4th consecutive poor online upgrade experience. With the upgrade fees for online upgrades being significantly cheaper than in-store upgrades you would think the online process would be rock solid, especially when I'm paying for devices outright. It's not an insignificant amount of money being spent.

In almost every case there's been some issue with my online upgrade order which has required the original order to be cancelled and a new order placed with an phone representative. This chews up valuable time since I usually have to take care of this during work hours.

Needless to say, unless VzW gets its act together, the next time I have issues with an upgrade cycle, I'm going to leave and find another carrier with better online upgrade processes.

Sorry for venting but just wanted to get this out there for VzW to see as I've liked them as a carrier but I'm just fed up with the pain involved with online device upgrades over the past couple of years. I hope they use my feedback to improve their online ordering processes.

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Re: On the edge of leaving due to poor upgrade experiences
mama23dogs
Sr. Leader

If you pay full price, why would you upgrade through Verizon at all?  Doesn’t cost any upgrade fee to buy a phone outright if you tell them your a prepaid customer.  I did my last upgrade with Best Buy, price matched Samsung. 

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Re: On the edge of leaving due to poor upgrade experiences
glitchedpixel
Sr. Member

What are you talking about "significant cheaper"? $30 doesn't change from store to online. In some cases there is a promo for waiving those fees, but it's always going to be $30 regardless if they apply outside promotions.

If you're buying something in full, do it on Amazon etc so not have to pay an upgrade fee at all.

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Re: On the edge of leaving due to poor upgrade experiences
boringusername
Sr. Member

@glitchedpixel wrote:

What are you talking about "significant cheaper"? $30 doesn't change from store to online. In some cases there is a promo for waiving those fees, but it's always going to be $30 regardless if they apply outside promotions.

If you're buying something in full, do it on Amazon etc so not have to pay an upgrade fee at all.


Verizon just changed it's policy. Online is $20 now. Going to the store or using any human help is now $40

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Re: On the edge of leaving due to poor upgrade experiences
Ann154
Expert
Expert

Actually it is different now as of 4/18/2019. The online upgrade fee is $20 and the in-store upgrade fee is $40.

 

https://gizmodo.com/verizon-cuts-online-upgrade-and-activation-fees-raises-1834097557

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: On the edge of leaving due to poor upgrade experiences
vzw_customer_support
Customer Support

Hello, Wjoyner. We truly appreciate your tenure of 15 years as well as your feedback and we are concerned to learn you have consistently had a poor online upgrade experience. We value your time and do not wish to see you leave as a result of this. To better understand, can you please tell us more about the error or difficulty you are experiencing when trying to upgrade online? Are you always experiencing the same issue or different issues? 

 

JaimeG_VZW

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Re: On the edge of leaving due to poor upgrade experiences
vzw_customer_support
Customer Support

We value keeping you as a customer and don’t want to lose you. I want to make sure that you get all the assistance that you need. Check out our "Deals" page http://spr.ly/6604EebXY to explore the different upgrade options we have and different deals.

EvelynR_VZW

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