My father is 73 years old and went into a Verizon authorized retailer because his Samsung S8 was turning off randomly and not turning on reliably. Instead of helping him fix his phone, they offered him a Pixel 3 at $360 (about 60% off) over two years. This sounds reasonable. However, instead what happened was he paid out the rest of my phone (another Pixel 3 under the same account, but a different number), which nullified the rest of the discount I was supposed to be getting, and then charged him $40 upgrade fee plus a FULL PRICE Pixel 3. This is a two year old phone and should pretty much never be bought at full retail at this point and was not the deal that my father was led to believe. I don't understand why he was even given the option of buying out my phone when it had nothing to do with his issue! Please help!
Why did you have someone elderly as an authorized user to be making account changes? Indirect stores are a lions den of reps who cheat their way to comissions.
Sorry to hear that your father was duped into this bad situation, that is terrible. Hopefully someone from Verizon Customer Support will send you a message and maybe (big maybe) be able to help. Have you tried calling customer support to see if they can help? I have had a lot of positive experiences over the 20+ years with Verizon working with reps over the phone. I do partially agree with the previous post; if at all possible...stay away from those "Authorized Retailer" stores and only deal with true Verizon retail stores. I know that's not always possible, but those authorized retailer stores are not always looking out for you the customer.
We're sorry to hear what happened, holderwm. You'll want to have this phone returned immediately to the location, and work with service to see what our other options will be. We'll be sending you a private note, so we can help out with that part. We look forward to assisting you.
They have messaged me. I spoke with someone over the phone and they took two days of back and forth calling, including a scheduled call for 7 pm EST which was never even made. I have to post this publicly to hopefully get help on rectifying the situation, which is ridiculous. They're wasting my time purposely and they even increased my wait times. I scheduled a callback and they had me waiting for a rep for over 20 minutes still! I called from a home phone and got someone on the line in 5 minutes, so I know for sure they are actively avoiding me to fix this. It's unacceptable customer service and frankly makes me want to switch carriers.