My family and I were on vacation in April and decided to do our 3 device upgrades there since we don't have a Verizon store where we live. Since I always have excellent service with Verizon phone support, I initially tried to do the upgrades that way but there were some complications that made in store a better option.
On Friday we waited for 45 mins only to find out that all of the phones we wanted were out of stock. On Saturday, one of my sons and I decided to get different phones than we originally intended and since he was busy, I went to do mine that afternoon. The salesman I got was extremely aggressive and condescending. He made it sound as though I already had a 6G data plan (I knew I didn't but he was correct to point out that using the Edge plan for the 3 phones with a 6g plan would not increase my bill). Then he told me I would get a tablet and a Mophie with the upgrades for no additional cost. Of course, it turns out that this was not true. I paid about $40 dollars plus a trade in credit for them. Although I wasn't happy at being deceived, I knew that the phone I traded in wasn't worth what he gave me and $40 for the devices was OK so I am not complaining about that. What I am complaining about is being told that my monthly costs would not increase and now finding insurance for my phone and an additional phone for a monthly fee of $20 having been added to my account. Not only that, but there is an additional $10 monthly fee for the tablet as well. I wouldn't be so upset if I hadn't been told that there wouldn't be an increase (for the tablet). There is just no excuse for adding the insurance to my phones without telling me. Can someone please remove these fees from my bill?
You have to really listen closely and try to see if things sound too good to be true. That's my motto. They work on commission so be careful. You may be able to shop around on the web for cheaper insurance for your phones. There is Squaretrade and a couple other ones. Currently, Squaretrade is offfering $99 for 2 years protection with $75 deductible (and no I do not work for Squaretrade).
This all happened Saturday April 18, including the purchase of the tablet. If you believe that I am telling you the truth, obviously you CAN do something such as credit me what it will cost me to have the tablet on my account or else remove the cost of cancelling the contract so I can try some other wireless company. I have been with Verizon for many years and have been a good customer and I don't really want to go to another provider but being sold goods and services and being told they won't cost more than I am paying is inexcusable and possibly illegal. Both the treatment at the store and now your response are just hard to believe. Again, I am not just being negative - you have wonderful phone support and I only wish now that I had worked with the phone person to do these upgrades.
It's unfortunate that you weren't told the whole truth but it sounds like you weren't exactly lied to either. Doesn't take the sting away from getting an increased bill though if course. You were told that you could get the tablet at no additional cost. This was true. What they failed to mention was that the service for that tablet would cost you. In all fairness you should have known that you wouldnt be given a free tablet AND free service on it. I think this is where a lot of people get taken. It never occurs to them to pay attention to the words they are being told and take them very literally (no cost device. Not no cost service). I don't know if Verizon will waive the restocking fee because they may not forgive your misunderstanding of the terms but hopefully you get some sort of resolution. You're not going to get free service for it. That much I'm positive of.
As far as the insurance goes, they should remove it and hopefully credit you for what has already been charged. In the future, if you're offered anything for free make sure you ask what the monthly use costs are going to be. Also check your receipts before walking out of the store to make sure it doesn't show anything you didn't want to agree to (if it shows a change in monthly fees for example). Good luck with getting this resolved.
Make sure to read everything before you sign it.
If you got them on Saturday April 18, then you can return them. Problem sloved.
I think their concen is with having the restocking fee, which unfortunately they may still have to pay unless they get lucky and can get it waived.
Exactly you have 14 days from the order to take it back.
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