Loyal customers get only crumbs compared to NEW

[danoshops]

We've been with Verizon for over 18 years. In the last few years we've added two lines for kids, upgraded to smartphones and smartphone plans, etc. Now that we need to upgrade our Pixel 2 phones that will not be receiving software/security updates to Pixel 5 but we're finding that phone deals for loyal, existing customers are almost non-existent, while new customers are offered free phones, BOGOs, etc. I've been calling to inquire about various deals (promos) that are poorly worded/written but almost exclusively end up favoring new customers (it's seems that it's 95+% of deals for new customers). An example, I saw an promo today to give up to "$250 Verizon e-Gift Card when you switch to Verizon on Unlimited". Four of us are on a shared medium plan, so we would technically be switching plans but we are not NEW custmers, so we don't qualify because fine print says you need to "select Unlimited & port-in" a number to get the deal. I thought we could switch our plans (select 'Start Unlimited') to Start Unlimited and each get the $150 e-Gift card. These are very much bait-and-switch tactics for loyal customers, great for new customers but, again, horrible for existing, loyal customers. I've been trying to work with Verizon but they don't seem to care about retaining us, loyal existing customers. I hate to even think about switching but Verizon seriously does not seem to care after you're a customer and we need new phones. Another example- while searching the Community for Pixel 5 deals just now, I see an add pop up, "Switch and get Google Pixel 5 on us, plus $100 (With select trade-in and select Unlimited plans.)" but only for NEW customers. Frustrated? VERY!

[Scott5337]

---

@danoshops wrote:

We've been with Verizon for over 18 years. In the last few years we've added two lines for kids, upgraded to smartphones and smartphone plans, etc. Now that we need to upgrade our Pixel 2 phones that will not be receiving software/security updates to Pixel 5 but we're finding that phone deals for loyal, existing customers are almost non-existent, while new customers are offered free phones, BOGOs, etc. I've been calling to inquire about various deals (promos) that are poorly worded/written but almost exclusively end up favoring new customers (it's seems that it's 95+% of deals for new customers). An example, I saw an promo today to give up to "$250 Verizon e-Gift Card when you switch to Verizon on Unlimited". Four of us are on a shared medium plan, so we would technically be switching plans but we are not NEW custmers, so we don't qualify because fine print says you need to "select Unlimited & port-in" a number to get the deal. I thought we could switch our plans (select 'Start Unlimited') to Start Unlimited and each get the $150 e-Gift card. These are very much bait-and-switch tactics for loyal customers, great for new customers but, again, horrible for existing, loyal customers. I've been trying to work with Verizon but they don't seem to care about retaining us, loyal existing customers. I hate to even think about switching but Verizon seriously does not seem to care after you're a customer and we need new phones. Another example- while searching the Community for Pixel 5 deals just now, I see an add pop up, "Switch and get Google Pixel 5 on us, plus $100 (With select trade-in and select Unlimited plans.)" but only for NEW customers. Frustrated? VERY!

---

I know what you mean, and yes it is frustrating. Unfortunately this practice is in place by many other big businesses, not just Verizon. AT&T has great deals for new customers, Comcast has great deals for new customers, along with Charter, DirecTV, and on & on. For us long time existing customers....we get to pay our bill every month.

[danoshops]

I know other businesses play the same game to garner new customers but this fuels an environment where loyal customers are willing to jump ship and port out their lines and business elsewhere when they ARE being ignored. A better business practice would be to find a balance where loyal customers of x-number of years (maybe 3 or 5 as a minimum) get a different deal but at least they are offered deals more frequently. The current offers for loyal Verizon customers are basically once on Black Friday and once during the beginning of December (and these are not just for loyalty but all customers). Verizon may point to other offers for loyal customers but there are always barriers to qualifying for the offer, unlike the offers for new customers.

[Tigerstep]

I pay 36.66 for my part of the bill before taxes for unlimited data on a plan new customers don't have access to.

Can't really claim bait and switch when details are pretty clear. BOGO deals aren't really new customer exclusive either. If an existing customer actually needs another line and not just trying to game the system, the deal is just as valid to them as it would be to a new customer.

A lot of these complaint threads regarding perceived lack of loyalty are mostly complaints about a carrier not giving away thousand dollar phones. I mean, I'd like a free big screen from Comcast just because I had service with them for years, but that ain't happening.

[danoshops]

I disagree with the notion Tigerstep presents here that I'm just trying to get free stuff or even BOGO. I'm not even asking for the same deals that new customers are getting, just some kind of deal that doesn't end up costing me a lot more than what new customers are being offered. I gave a few specific examples where promo language was unclear (at best), only to be revealed after making phone calls that I was not eligible for them. There are far more offers for new customers than for existing customers. Looks like Tigerstep is trolling me for expressing my disappointment with Verizon's customer retention strategy, or lack thereof. I wonder why he/she would do such a thing?

[acraftylady2]

Every 5min here AT&T commercial saying existing customers are treated to same deals as new customers, true or not I don't know but they are pushing that in my area.  I watch for the dates at best buy and get my phones there.    Mary

[KET19]

So I don't know how old  everybody is here, I'm new to Verizon i came from Sprint and I had over 24 years with them and I can remember back when every two years they had you sign a contract and to do that they offered up new phones or you got a 250.00 credit.   I don't remember what year it was that they  got away from doing that but it was nice.  I would think when you went in and managed your phone  they would flag it for a upgrade.  You certainly deserve one.

[danoshops]

So far I've heard from:

1. a few folks who just seem to want to aggravate me regarding my concern with demeaning comments that don't even address the issues that I've targeted,
2. others supporting me who have similar concerns about the inequity of deals that are being offered to "new" vs "existing" (or loyal) customers and
3. Verizon reps who point out obvious links (unhelpful) on their website to their Smartphone page and the "Verizon Up" program for unrelated/useless deals.

"Verizon Up", although dubbed "free", is another way for Verizon to exploit my information, selling my data to third-parties for the reward of coupons (offers, whatever) for stuff I don't want or need (?), and really not address what my issues are with their unequal promotions favoring "new" customers-- they offer incredible deals for "new" customers to get them in the door and then crumbs after you are a paying customer. Verizon makes money off anyone who opts into the program and that is probably fully funded by all of the third-parties who end up getting your data.

Many other long-time Verizon customers are voicing the same concern that there are a higher percentage and better deals going to new customers. And once again, to the trolls- I'm not asking for the same deals as new customers but at least modestly good deals occasionally.

[acraftylady2]

No one here not even the reps can really do anything about deals, they dont make those decisions.  Probably take your anger to corporate.  If people aren't happy with verizon then they are free to find another carrier.  That's about all you can do.     

[danoshops]

acraftylady2, thanks for the reply. I know you are trying to be helpful but I do think this is the place to voice my concern that Verizon is doing a very poor job of trying to retain long-term, loyal customers. The highest percentage of promotions do favor new customers or those who need an extra line-- but I'm not a new customer or someone who needs an extra (new) line. They act like they don't care about folks who have been with them for 5, 10, 15, 20 years or more. There hasn't been a rep jumping into this thread, yet, but I'm saying basically the same thing that I've been reading from others in this Community going back at least 10-years, and many of those got some VZW rep responses.