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Verizon Wireless Sales will not honor committed offer

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I have been with VzW since around 1998 and have 6 devices on my plan.  I have wanted to upgrade, but the offers/prices seem outrageous for a long-term customer.  Many are offers only for new customers, and/or trade-ins where the older phones are either not tradeable or of little to no value.  I recently have reached out to other carriers and received decent offers that make me want to leave, but for some reason even though Verizon does not seem to want to be loyal to me, I seem to have a loyalty hold on it.  So, I tried the app, and the website, and neither had anything special to offer me individually.  So, I decided to open a chat session and explain my concerns.  I was immediately transferred to a Customer Care Specialist.  Jamie was extremely apologetic and seemed to genuinely care about me, my loyalty and my business.  Kudos to her!  However, I wanted to upgrade 5 devices, and the tradein deals were all that they had, so not really helpful when the reliable devices I have are of no tradein value.  She did explain some other perks to me that again was very helpful and sincere.  She explained that my Up rewards points could be converted to a larger amount for device credits, and that it could be used at anytime in combination with any other offers, the only stipulation was that the sales team was the only one who can convert my Up Points to these large device credits.  Again she was very helpful, but no current offers were really beneficial to me.  I have been further pondering leaving, when the Fathers Day deals came out...BOGO on Samsung devices, which was way better than the tradein options, but it had fine print that it was only for new lines of service...again the web and app are very UNHELPFUL in sales/deals!!!  I again chatted with someone who was not helpful at all and didnt care about my years of loyalty either, so I tried calling.  The gentleman (Charles) I spoke with in Sales did his best to help me with another offer that was similar and even better for my situation of wanting to upgrade 5 of my 6 devices.  All was great, until I reminded him of converting my Up Points, and he advised he could do that at $10 per point, when what I was promised before was $300 per point.  Again, much disappointment in the communication of a "Communications mega-company".  I eventually advised that I had a copy of the chat transcript and what was offered and promised.  I had to send it, and then it was still not honored.  I advised I wanted to escalate, and he did and then told me someone would absolutely follow-up with me the next day.  That call was Monday night, it is now Thursday afternoon and no one has contacted me.  I cannot tell you on how many levels this disappointment goes, that you get an agent to help and explain things in detail that will allow you to stay with the company, but the very next person you deal with has no idea what happened previously, offers you less service, lesser deals, and then tells you they cant honor what previous agents have promised you, even when you have it in writing!  Can someone please tell me what the best recourse is for this obviously bad business practice?

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Re: Verizon Wireless Sales will not honor committed offer

Sr. Leader

Upgrade through Best Buy.  Correct sale is $300 off Samsung phones.

https://www.bestbuy.com/site/mobile-cell-phones/verizon/pcmcat208100050003.c?id=pcmcat208100050003

Deals for Father’s Day won’t last.

$300 is off up front, not as credits.

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Re: Verizon Wireless Sales will not honor committed offer

Member

We gave up contracts, bought iPhones through apple.com and make 24 monthly payments interest free. After 12 months. we can upgrade through Apple's trade up plan, pay the difference or make 0% monthly payments. You can't beat the Apple Care Protection plan, either.

Once Verizon has you in a contract, they own you! Without a contract, you get discounts and call the shots.,New customers are paying way more than they know! Plus, they're hooked into a contract..Once you buy a phone, although it seems expensive; you will pay less for month to month plans. Verizon knows you can walk away anytime w/no contract so they strive to please.

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Re: Verizon Wireless Sales will not honor committed offer

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bbking

carriers don’t offer contracts anymore, haven’t in 2 years.  Installments can still hold you if you cant pay full price for phones. 

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