I recently (May 15th, 2014) went into a GoVerizon store to upgrade two of our phones on our family plan.
We have 5 lines connected and we have been on the 1400 family shared minutes with text $10 extra per phone.
We were due for upgrades (actually some of us were due for an upgrade in 2011).
So, as we were looking at our options, the representative (Alissa) explains the Edge plan to us.
She explained that with the special offer, if we choose the 10gb plan we would get $25 off our line fee, AND $25 off our monthly phone payment.
This was without a two year agreement.
Well, this offer was too good to pass up! We would have 5 new iPhone 5S' with 10GB of data and only have to pay about $200 a month.
How could we pass it up? We would only have to pay $15 per month for line fee's, and only $2.17 per month for phone cost fee.
I asked Alissa if she was sure that we would get $25 off each of these things and Alissa said, "Yes!"
As I thought about it overnight, I just didn't believe it, how could they give credit on both the line fee and the phone fee? So I went in the next day to verify what I was told and spoke with the manager of the store (Elisabeth). She explained the plan to me again, and gave me the very same information.
I questioned her over and over asking how Verizon could do this. She said, "I don't know, it's a great deal, I think that they would like everyone to be on this Edge plan."
So, now we have 5 new iPhone 5S' and the 10GB Edge plan, no contract and we didn't need to use our upgrades.
I've been with Verizon since I began using a cell phone. It's been like 16 years!
Today (May 20th, 2014) I went in to the same store because my 23 year old daughter wanted on the plan too. She is currently with AT&T and bought a used iPhone 4S to avoid a 2 year agreement with them.
Elisabeth was out for the week and a different employee was working, his name is Aaron. I told Aaron how excited I was at such a great deal. "How can Verizon do it, I mean $25 off our line and our device, Wow!" I said to Aaron. "Um no, just your line, not your device too." What!?! Are you kidding me?" I was here twice last week, for hours verifying that this plan was indeed what Alissa and Elisabeth were telling me. What am I supposed to do!? We were pushing it to have the bill increase to $200, I can't pay $300!!" I said, now feeling a bit sick to my stomach.
You see, I share a plan with my parents. They didn't want to upgrade to smartphones, I had to talk them into it. The way I did this is to tell them that they would each be getting a new device that I would help them learn how to use, and it would only cost about $65 more a month total for all of us; so each of us would be paying $40 per month.
We really could barely squeeze the extra money out of our budget, but the deal was cheaper than just adding two smartphones, or so I thought....
This happened in Lake Stevens, WA
Has this happened to anyone else?
If so, how did you handle it?
I fear that now we will each be out $50 restocking fee since we will have to return the phones and cancel the plan.
Is Verizon obligated to uphold the contract that their employees (even managers) mis represent?
I'm betting that I was not the only customer told this untruth. I have the ladies notes written down on two different sheets of paper that they used to give me a Edge plan quote. It clearly lists two $25 discounts per smartphone for our 10GB plan. Maybe this should be a "joint or class action lawsuit".
I appreciate your thoughts and suggestions.
Regardless of what you were told, the contract you signed spells out the terms that you agreed to. I was surprised to learn that the Verizon Customer Agreement states, at the end of the document, that you may not rely on what you may be told by a Sales or Customer Service representative. The written contract is the entire agreement. Basically it seems as if the salespeople can say anything, with no consequences to themselves. Luckily for you, Aaron set you straight!
My suggestion would be to cancel the contract if you can't afford it. Why make your life harder? Pay the restocking fee and consider it the price of a lesson learned.
p.s. No class action lawsuit...you agreed to that when you signed the contract too.
Verizon did the same exact thing to me and my wife as switched from AT&T. 2 separate phone reps from Verizon's sales number assured us the same thing. A third assured me over the phone after we got our phones and were setting them up.
I was assured several times we would get $25 off our line fee and $25 off our device.
3 months later when we get our second bill without all the confusing tax and start-up fee's sure enough, no $25 off our devices.
I asked customer service to review the phone calls with reps and get back with me. The manager told me regardless of what I was told by them and what they listen to they will not give me the credit. So we shall see.
I will wait until next and send a written claim and request for mediation before either filing a smalls claims action action or seeking counsel on a possible class action suit. I am sure there are many deep pocketed class action firms that would love to take Verizon through the ringer. We are not only talking the $25 a month until the phone is paid off, there is bad faith and punitive's plus if you were grandfathered into an indefinite unlimited data plan how much is worth?
You named your problem right in the First line....You went to a GoWireless store. And why did you do that? Sounds like you need to Sue them
To add to all this on a 6GB or higher plan the phone is Free and then some. Clearly you all think Verizon should be paying you to use their service so maybe that's not good enough for you.
If that's what the offered us then that's what they should deliver. The bill in total was still to be about $115 so don't now how that is free.