$350 free phone?
afreibaum
Newbie

A Free Phone that I am paying $350 for - What kind of business practice is that? Customer Service manager that promises problem is fixed and then new manager refuses to honor agreement? Oh and by the way your 30 day change period has lapsed. Hours on the hold? Disreputable Verizon authorized dealer?  Read on...

My daughter’s cell phone (removed) screen cracked in March and she needed a new phone. We went to the Verizon store in Rockville and looked at several new phones. The salesperson told us she could upgrade immediately with an Edge agreement, but I wasn’t willing to pay for something that would be free on her upgrade date. Her upgrade wasn’t until June 25th, so she patiently waited and counted down the days until her upgrade date.

On June 25th, I took off the day from work to run errands and take her to get her new phone. We had planned to go to the Verizon store on Rockville Pike but we were in Wheaton. She googled verizon locations and it identified a store 5 minutes away. I was surprised as I didn’t remember that location, but as we pulled up, there was the large Verizon name on the store front. She looked at several phones and opted for the new version of her phone LUCID 3, which I confirmed with the sales rep was included as a free upgrade. We purchased a screen protector, signed the paperwork and left the store.

About a month later, we received our monthly verizon bill. It was more than the usual amount so I looked at the details. I was shocked to see Edge agreement charge for $17.49. It was a Saturday, so I called Customer Service immediately, since I don’t have time to call during the week. The agent informed me I had signed up for the Edge agreement and would have to return the phone to the store to cancel the agreement. I said that this was not acceptable as I never signed up for the agreement. She then informed the store was Cellular Connections, not Verizon. I asked to speak to a supervisor to see if there was another option, but was put on indefinite hold. Over 1 hour later, the agent picked up the phone to see if I was still on, I told her I could no longer hold and hung up.

The following Monday, I called Customer Service again. I told the agent how unhappy I was with the service I received on Saturday and how Cellular Connections had somehow bamboozled us into an Edge agreement, all the while telling us we were getting her free upgrade. The agent confirmed that the Lucid 3 my daughter got should have been free on June 25th and that it didn’t make sense for us to sign up for an Edge payment plan of over $300 for a free phone. I explained that between my working and my daughter taking summer classes it was very difficult to back to the store. She spoke with her manager and after 15 minutes said they had figured out a way to cancel the plan. The conversation took over an hour of time, but I was relieved to finally speak to someone who got it. She and her manager completed the necessary forms and said I would see the change on my next bill.

So imagine my anger when I opened this month’s bill and not only was there not a credit, but another charge for the Edge agreement. I called Customer Service and spoke with Amy. I told her I was very upset to be making this call as I had already spent 3 hours of time on this issue. I asked her to read the call notes and if the agent I had spoke with previously could call me back. She said that wasn’t possible but there was no need as I only had 30 days to cancel the Edge agreement and that time had expired. I told her that the agent had thought fixed the problem so maybe she could help me. Amy rudely told me, “Obviously she didn’t” as you are still on the Edge agreement.

I asked to speak with a manager and she told me she was a manager. I asked to speak to her supervisor but she wouldn’t transfer me. After about 30 minutes of getting nowhere, I hung up, very upset.

We have 6 cellular phones on 2 Verizon Wireless accounts and I am very seriously considering taking our business elsewhere. We have been with Verizon for over 20 years and never been treated so badly.

Cellular Connections represents itself as a Verizon store, but they are just a licensed dealer. The sales rep. sold me a phone for over $300 that should have been free.

Customer Service was unwilling to help solve this problem. Furthermore, the call notes reflect that the 2nd agent cancelled the Edge agreement and attempted to refund the charges. The 3rd agent/manager (Amy) very rudely said Verizon is unwilling to honor what the previous manager promised.

Message edited as required by the Verizon Wireless Terms of Service.

Message was edited by: Admin Moderator

Labels (1)
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Re: $350 free phone?
Ann154
Community Leader
Community Leader

I would guess you didn't bother reading the receipt of the transaction you agreed to and completed that day in the store. The return policy period is 14 days not 30 days.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Re: $350 free phone?
afreibaum
Newbie

You sound as friendly as the customer service reps on the phone. I didn't have my reading glasses with me to read all of the lovely fine print - but I believed the person selling me the phone when I confirmed it was the free phone included in the upgrade agreement. Just like I believed the customer service rep who said my 30 day return period has lapsed. You guys need to understand this is your business and we are customers. If you state something as a rep of Verizon, we believe you and rely on the information. When I spoke to the customer service rep who had figured out how to cancel the agreement and told me it had been removed from my account, I believed her too. Verizon is considered disreputable because of situations like mine and others I have read post here and with the better business bureau.

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Re: $350 free phone?
LRVassar
Specialist - Level 2

afreibaum

The moral of the story is that you can't truly trust anyone other than your family, and sometimes, you can't even trust them. Sales Representatives are snakes, plain and simple.

That said, they sold you a $500+ retail device. It was free contingent on signing a two year contract.

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Re: $350 free phone?
sprmankalel
Champion - Level 3

Another case of not reading what you're signing and then it's someone else's fault. I don't sign before reading. I don't understand why this happens. When did we just start willy-nilly signing stuff? No you can't blame it on the rep because had you read it you would have caught the mistake and it could have been taken care of prior to it becoming a problem. It makes no sense to me.

Customer Service at VZW cannot fix something that was done at a authorized retailer.

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Re: $350 free phone?
BrendanFella
Enthusiast - Level 3

I am so fed up of reading quotes like....

Bronze  

Another case of not reading what you're signing and then it's someone else's fault.

sprmankalel could cut and paste this quote into almost all his comments.

The point here is the Verizon Authorised Reps. making statements that are false.

Why do it? Just state the fact that the customer is getting nothing and you should have read your contract......


                   

".....Just like I believed the customer service rep ......If you state something as a rep of Verizon, we believe you and rely on the information. When I spoke to the customer service rep who had figured out how to cancel the agreement and told me it had been removed from my account, I believed her too. ....."

Even if a contract was signed an oral agreement later should be legal.

If you state something as a rep of Verizon, we believe you and rely on the information.

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Re: $350 free phone?
sprmankalel
Champion - Level 3

The signed contract supersedes anything stated orally. Try to take this case to court.

I am so tired of reading posts like this. In this day and age EVERYONE should know. We can no longer claim ignorance. These contracts are nothing new to us. It is ridiculous that the OP is claiming that s/he didn't know. Stuf like this make my head blow up.

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