I have two basic phones on my account....one is 2G and one is 3G that Verizon wants me to update to 4G. I received an offer in the mail offering two phone choices that I can use for an upgrade at no cost. After reviewing the phones offered on the Verizon website, I found that the offered free phones have very poor reviews and are pretty much "garbage". Our old phones performed well for years and we would like to get something other than "garbage". There are basic phones offered on the Verizon website that I would be interested to purchase that have good reviews. In lieu of the "garbage" free phones, I would be willing to purchase the good phones. I attempted to contact Verizon customer support as to whether I could use the "garbage" phone credits to apply to a purchase of a phone that was not garbage and that would meet my needs. I am willing to pay the difference in cost between what Verizon says the "garbage" phones credit amount is and the cost of the phones available on the Verizon website that I feel would meet my needs for a much better quality phone that I could depend on. The problem is: I have called and was transferred to "Customer Service" and was put on hold to listen to music. The first session of hold was a bit over two hours with no response and then a disconnection. I called again with the same scenario....this time the music lasted over 2 and 1/2 hours and then I was disconnected again with no response. Others in this Community have referred to being 20 year customers and Verizon speaks of some sort of "loyalty program". I should qualify, however, I cannot even talk to anyone. How can I get through to Verizon to get my concerns addressed? I cannot remain on the line for in excess of 5 hours a day just to be disconnected!!!!
dh15, we are sorry to hear of the troubles you are experiencing with reaching a customer service representative and not being able to reply to us in a Private Message. We are here to make sure you receive a resolution. In regards to your concern, we will not be able to transfer a promotional offer to a different device. In order to take advantage of the promotional device offer, you will need to purchase the device that is eligible for that offer.
I hope this information helps. Please let us know if you have additional questions or concerns we can assist you with.
I am disappointed with your decision stating that Verizon will not allow me to use a promo credit to obtain a much better phone than the free garbage phones (based on Verizon website customer reviews). I feel that I made a decent offer to allow me to upgrade, as you requested) and still obtain a phone that I feel would be of much better quality and would meet my needs.
Hopefully, you will re-consider and come up with a deal we can both agree with.
Why do people feel so entitled these days that a company should do certain things for them? There are a lot of other carriers offering deals that might better suit people. Here AT&T keeps advertising existing members get the same deals as new members so I bet a lot of people are switching.
I apologize for any frustration you are having as it relates to getting a free phone, dh15. We do want you to be able to get a free new phone offer. Which exact free phone offer are you referring to? Please bear in mind that promotions and offers do have terms and conditions and those would be provided in the offer for the device and every customer would have the same requirement depending on the exact offer. Please share more details so we can focus on the promotion you are interested in so we can assist you further.
Edwin_W @ VZW
What information do you need from me? On 11/30/2020 02:34 PM I posted a detailed description of my question. If you need further information, please contact me via e-mail.
At this point I would go into a corporate store and look at phones. Tell them your needs and see what deals they have. I am a phone person so like my Samsung note 10 plus which is pricey. My son is not a phone person so got him a lower end Samsung last Christmas for $200 and he is perfectly happy with it. I prefer to look at phones in person so I can see the size of the screen and how it feels in my hand.
Regrettably, sending an email is not an option for us. A Private Note will be sent to assist you further. BrittanyC_VZW
They stated their private messaging at the top of this page is not working when they respond so need to fix that before you can help them with the original problem it seems as they have no other way to reach our for help.
Oh, no. We are sorry to see that you are having trouble. What happens exactly when you try to send it?
GeorginaG_VZW
Nothing happens....I am unable to reply.......therefore, I posted my reply to customer service on the forum.
Thank you for leaving a reply. Please let us know how we can further assist you. We are available you all night through Private Post.
Angel_VZW
I have been trying to contact customer service for several weeks and have not been able to send any kind of "private post" which you suggested......this is the major problem......how can I contact customer service directly? I have already posted a lengthy message on the forum which I feel describes the question that I have in detail...yet the only reply I receive is from customer service telling me that I should reply privately!!! I have tried and this approach does not work. Please read my recent posts on the forum and you will be able to determine an answer to my query which I have been trying to receive (an answer) for weeks.
If private messaging is not working on this page then either call or try social media. Have you tried a different browser when using private messaging? I think its your browser. What exactly happens whrn you use it?
I have tried several different browsers.....all with the same results "Mail Delivery Failure".
To send us a Private Message, Dh15, do you have a Facebook or Twitter account?
They stated they don't do Facebook or Twitter. Really weird their private messaging doesn't work.
Like all things in life, nothing is truly free. If you want a premium phone, you pay for it.
Verizon offers to call you back when it's your turn in the que. You will have to upgrade or you will be booted off the network in the upcoming future. They are reallocating the spectrum to the LTE network. VZW hasn't done much for the customer in terms of customer service. But they do offer some good deals. For the better phones you will have to pay. They don't offer the 2 year contract prices any longer and don't discount phones with the exception of promotions.
We want to ensure that you have the best wireless experience possible,tfay412. Is there anything that we can help with specifically concerning your service or account? -ChrisM_VZW
They simply want to know if they can pay the difference on better phones from the upgrade offer they received for lower end phones. Should be a simple yes or no answer I would think.
Start a new topic or ask questions in the open forum.
