This is where its a good time to get a store manager involved. They will most likely not be able to change the upgrade date themselves, but they have the capability of sending it to someone who can. and also they should be able to see the last time you signed a contract, that should be what dictates your upgrade eligibility, not whether or not you change items on your plan. And if they unknowingly changed something on your plan, you have the full right to get it fixed, and if you cant find someone who will, all you have to do is climb to another rung to get the issue fixed. The major thing is you just have to play it cool.
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VZW Rep/General Account Questions only.
- Thread starter tylonal
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This is where its a good time to get a store manager involved. They will most likely not be able to change the upgrade date themselves, but they have the capability of sending it to someone who can. and also they should be able to see the last time you signed a contract, that should be what dictates your upgrade eligibility, not whether or not you change items on your plan. And if they unknowingly changed something on your plan, you have the full right to get it fixed, and if you cant find someone who will, all you have to do is climb to another rung to get the issue fixed. The major thing is you just have to play it cool.
They only do it if the replacements are constrained. They are no longer constrained, so you get a D1. And there is no reason to insult people on the forums just to get a point across.
ok then,gramps. i will post anywhere,anything i want. you dont have to reply,it actually may be better if you dont as it wastes both of our time. and id suggest not getting so butthurt about someone "ripping off 'your' company".for all you know i could have several legitimate issues with my phone and just dont want to be jerked around by the idiots at my local verizon store.
kthx bye
again, lay off abusing people in the forums, you can abuse the people in the store on your own time. At your own expense.
And it is playing the system like this that hoses legitimate customer service programs like multi-exchange policies. So you can just keep on complaining, and the next phone you may get is a devour or lg ally if people keep trying to abuse the system.
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This is kind of a "I can't believe the system is this convoluted and inefficient" query...Some background first...it's ample; but brief compared to the e-mail thread I have with vzw.
I've been going back and forth with customer service via e-mail primarily about issues I've had with my phone and it's subsequent warranty replacements. Eventually a rep made an offer of a new phone at a discounted price. She also threw in an accessory, and specifically said it wouldn't extend my contract. I responded that it was approaching a fair offer, but I felt it should be free (not just discounted)...everytime you reply, as far as I can tell, you get sent to a different rep (true?). New rep responds with "that's the final offer". I accepted, gave my address, and waited. No response. I called and left a message for the rep who made the offer. No response.
When I finally called customer service to follow up, they said no order had been placed, and that a supervisor had to approve that offer. Reasonable enough, except she put me on hold for 20min. and couldn't find a supervisor. Said she'd call back when she found one. No response. I called again later, guy said no problem, he could take care of it. The price and offer are good, and it'll extend my contract seven months. "But she said specifically it wouldn't extend my contract". He said he can't read the e-mail chain I had with the reps, only "notes" they entered [true?], and the notes said nothing of no contract extension. He asked if I could fax him the email (because it's 1992). He gave me to a supervisor who...has e-mail. I forwarded it to her, and she said...she had to contact the rep who made the offer and only that rep could place the order.
Can this possibly be the case? I was exhausted because I'd been on the phone 50minutes and had stuff to do, but if I pushed the issue could I get someone other than the one rep who made the offer place the order? It seems impossible to me that there are these rogue reps making offers on their own that only they can honor (and they don't return your calls). More curious about this than anything...Thanks for any input, much appreciated.
I've been going back and forth with customer service via e-mail primarily about issues I've had with my phone and it's subsequent warranty replacements. Eventually a rep made an offer of a new phone at a discounted price. She also threw in an accessory, and specifically said it wouldn't extend my contract. I responded that it was approaching a fair offer, but I felt it should be free (not just discounted)...everytime you reply, as far as I can tell, you get sent to a different rep (true?). New rep responds with "that's the final offer". I accepted, gave my address, and waited. No response. I called and left a message for the rep who made the offer. No response.
When I finally called customer service to follow up, they said no order had been placed, and that a supervisor had to approve that offer. Reasonable enough, except she put me on hold for 20min. and couldn't find a supervisor. Said she'd call back when she found one. No response. I called again later, guy said no problem, he could take care of it. The price and offer are good, and it'll extend my contract seven months. "But she said specifically it wouldn't extend my contract". He said he can't read the e-mail chain I had with the reps, only "notes" they entered [true?], and the notes said nothing of no contract extension. He asked if I could fax him the email (because it's 1992). He gave me to a supervisor who...has e-mail. I forwarded it to her, and she said...she had to contact the rep who made the offer and only that rep could place the order.
Can this possibly be the case? I was exhausted because I'd been on the phone 50minutes and had stuff to do, but if I pushed the issue could I get someone other than the one rep who made the offer place the order? It seems impossible to me that there are these rogue reps making offers on their own that only they can honor (and they don't return your calls). More curious about this than anything...Thanks for any input, much appreciated.
Dknelson728
New Member
Alright, so, bit of a confusing situation here, hoping one of the reps could give me some insight. I'm fairly confident we can come to some sort of a conclusion.
To make this brief as I can, I'm on my 5th EnV Touch, (all have been replaced through the CFLN or CFPO program that verizon offers). Still having problems with this one. I'm done with the dang thing. I'm ready to upgrade to a Droid. Only problem is, I'm not eligible till June for 2011. NO WAY, am I waiting that long! Was talking to my pops about the situation, and he brought up the fact that my Mom is due for an upgrade in early October that I could have. GREAT!
Now here's where it gets tricky. My Dad / Mom / Myself are all on different accounts. My Dad has his Crackberry on an account taken care of by his company. My Mom is on her account, and I'm on an account with some other family members.
So, he offered me the upgrade, so that I could get a Droid 2/X for the discounted $200 price, as opposed to the $580 retail.
Mom is currently using an LG Dare (which she's happy with and not in desire of an upgrade to), without a data plan. I know all that we have to do is order the Droid, activate it on her number, switch her back to her Dare, and give me the Droid. Only question is regarding the data plan that she'll be required to sign up for when purchasing the Droid. Obviously we're only going to have the Droid on her account for a matter of a few minutes. Is there any way to avoid the data plan, or rather, have it taken off as soon as she switches to her Dare, so she won't be charged that $30 for the month?
The other question is this: when dealing with potential warranty issues, how will they be handled? Seeing as I didn't technically get the phone through my account?
Hope this makes some sort of sense to somebody here, I tried to explain as best I could!
To make this brief as I can, I'm on my 5th EnV Touch, (all have been replaced through the CFLN or CFPO program that verizon offers). Still having problems with this one. I'm done with the dang thing. I'm ready to upgrade to a Droid. Only problem is, I'm not eligible till June for 2011. NO WAY, am I waiting that long! Was talking to my pops about the situation, and he brought up the fact that my Mom is due for an upgrade in early October that I could have. GREAT!
Now here's where it gets tricky. My Dad / Mom / Myself are all on different accounts. My Dad has his Crackberry on an account taken care of by his company. My Mom is on her account, and I'm on an account with some other family members.
So, he offered me the upgrade, so that I could get a Droid 2/X for the discounted $200 price, as opposed to the $580 retail.
Mom is currently using an LG Dare (which she's happy with and not in desire of an upgrade to), without a data plan. I know all that we have to do is order the Droid, activate it on her number, switch her back to her Dare, and give me the Droid. Only question is regarding the data plan that she'll be required to sign up for when purchasing the Droid. Obviously we're only going to have the Droid on her account for a matter of a few minutes. Is there any way to avoid the data plan, or rather, have it taken off as soon as she switches to her Dare, so she won't be charged that $30 for the month?
The other question is this: when dealing with potential warranty issues, how will they be handled? Seeing as I didn't technically get the phone through my account?
Hope this makes some sort of sense to somebody here, I tried to explain as best I could!
Most likely it was from a specific call center who is notorious for making these kind of offers without permission. It is true they can only see notes in the system, they cannot see emails on a specific customers account unless they are included in the emails. Usually, if CS offers you a phone at a discounted price on new equipment, it will always include a contract extension.
And also, i dont know how the conversation went, but you very truly are about to get someone who makes a few bucks above minimum wage written up. I hope you think long and hard about that before you continue to go after that. Exploiting other peoples mistakes only gets you ahead in the short term, typically it has long term consequences. Everyone makes mistakes, she was most likely new. (or stupid, but there are those everywhere.)
And on the first note, Verizon has no obligation to give you a new device. There is no legal precedent in warranty cases, because verizon is the intermediary honoring the warranty for the manufacturer for your handset. They will make exceptions, but dont call them up expecting anything free when it comes to phones, there will always be a cost, whether its contract extension, or some form of payment or discount. Which is their right since they are protecting their investment.
She does not have to have data on that Dare, so once you go from the droid whatever back to the dare, she will not have to do the 30 bucks a month. Since you are doing it on the same day, you may not even see it on the bill.
As for the warranty, it will NOT follow the device since its leaving the account, when you do that you will have to speak directly with motorola with any types of handset issues. Keep the bill of sale and the original box. You will need the info off of these if you are going to submit an RMA for repair for these guys, and you have to pay shipping, but at least you know someone has gotten your back on that one.
Verizon will typically only warrant phones that are flip flopped on the SAME account, and have not left the account. If they are flip flopped to a different account, then the warranty is void in their eyes due to it now being activated as "Customer Provided Equipment".
Now the ways around this are you could call customer service when activating the new phone and tell them you are having problems activating your "New phone". and when they ask where you got it, just tell them vzw.com. And hope that you get the guy who doesnt think about it and is just trying to hit their call quota. They may activate it in a way that shows that its under warranty. Or if you do have an issue, you could say the same thing and just call the warranty department, alot of the time they are not always the best at checking those things either.
Thanks for the reply...how am I getting someone written up? A Verizon employee made an offer to me for my trouble which (this is beside the point but true nonetheless) I believe to be fair at best. Should I turn down an offer that was made to me because the person who made it wasn't following protocol or is possibly, in your words, stupid? I also don't think it's my responsibility to consider a person's wage when deciding whether or not to take them on their word...if someone from McDonalds writes me an email saying I can come down for a discounted BigMac, in the context of an official communication with McDonalds, it really isn't any of my business what that persons salary is, is it? The offer should be honored.
I say this all the more because I never brought up the issue of contract extension or wanting a device that didn't include one. She went out of her way to tell me that there would be no contract extension. It seemed like a fair perk to me based on the two+ weeks of my life I'd spent without a functioning phone, and the (literally) countless hours I'd spent on the phone and in e-mail with CS. I certainly didn't twist her arm or bully a "new or stupid" employee into telling me something they didn't want to.
Agreed, but immaterial. No corporation has any obligation to provide any perk or promotion at all to a long time customer of a decade and a half; but at times it can be in their best interest. I didn't start by seeking out a new, free phone, since that's now been implied...the e-mail I referred to the culmination of a two week tour through the sixth circle of customer service hell and I felt, at this point, that it was warranted. If they disagree that's certainly their legal right, as you imply, just as it is mine to no longer patronize them. If Verizon doesn't recognize that the promise of thousands more dollars of a customers money over the course of the next 15 years (and beyond) is more valuable than an additional discount on a phone, that's their folly.
Thanks a lot for your reply, and your time, I appreciate it.
Dknelson728
New Member
First off, "I responded that it was approaching a fair offer, but I felt it should be free (not just discounted)"
I don't think I misdirected your quote in stating that you were looking for something for nothing.
Second of all, I'm not discounting your story, but it seems to me that if I had a problem with a phone that rendered it inoperable for 2 weeks, I would have gone to a store location looking for an intermediary. Especially if it were costing me time or money. Because at that point it is an inconvenience, and trading emails is not gonna do it.
"if someone from McDonalds writes me an email saying I can come down for a discounted BigMac, in the context of an official communication with McDonalds, it really isn't any of my business what that persons salary is, is it? The offer should be honored."
And on this line you are partially correct, but your story said that this was promised over the phone, and there is nothing attaching that offer to reality like notes on the account or anything like that. You could ask for a supervisor to pull the call recording as proof. But the reality even if it was offered, and she had no precedent or capability of doing it herself, it was the supervisors decision, which she made clear, of whether or not they would do it.
And hey, I'm sorry you had to deal with this, I own my own business and deal with 18 of my own lines and I pay thousands of dollars monthly to verizon myself. But the reality is, if you were having that kind of issue with your phone, why didnt you go into a store location and speak to a manager, or on that fact, a district manager? The CS game is kind of like rolling the dice, you will get a different outcome each time, and still manage to lose somehow. Go into a store location, they have no choice but to help you, and if they dont, you can roll it up to someone who can push them towards helping you.
Dknelson728
New Member
"but dont call them up expecting anything free when it comes to phones" I may have inferred incorrectly, but when you said this I took it to mean that there was an expectation of a free phone from the start; and this was not the case. Yes, after a certain level of wasted time and effort, I came to expect to be compensated for my inconvenience in a manner that I know many other customers have been, but that came later.
No, it was via e-mail (also a phone message). I forwarded the e-mail to the rep I was talking to last night...it was at that point, after reading it and confirming that that was the offer made, that she said she had to contact the rep that made the offer, and have her get back to me.
Perhaps I should have...I started with phone/email because it's a lot more convenient for me; or at least I thought it would be. Also, with each step it felt like I was making some progress, so I kinda got sucked into the vortex.
Dknelson728
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