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I need an early upgrade!

I need an early upgrade! Verizon will not work with me so I am going to have to buy out of the contract. They don't want to keep customer's I guess. I got as far as the Loyalty Dept. who said that there in NO ONE that can approve an early upgrade! 10 month customer, broken phone (no insurance) and no refurbished 4g phones that they can offer us. So we are on our way to different company. They will not work with us! Are they this unreasonable with all their customers?
Sally asked this question 1 year ago

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  • Anonymous Verizon Expert

    This expert is helping you out because there weren't many active Verizon experts.

    I understand your frustration, but you have to remember you signed a contract for 2 years, with the ability to upgrade after 20 months. Verizon subsidizes the phones tremendously when a customer upgrades, so allowing every customer who wants to upgrade early would make no business sense, and after all, they are a for profit company. Any other cell company works the same way, so if you were to leave you'd have the same issues. eBay and Craigslist are two great resources for a situation like yours, and if you do stick with vzw, I highly recommend insurance for your phone. It's to help with situations exactly
    Ike you're in.

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  • anonymouse

    I have worked for Verizon for over 4 years. I am one of the few employees that is certified to troubleshoot...

    If you have more than one line on the account you could opt to add a line for an additional $9.99 per month to get a discounted price on a new phone. You would end up paying 2yr price on the phone (usually 200ish) plus $240 over the course of the two year contract. May not be a perfect solution, but it is an option. Also if you did this you could activate the new device on your existing number.

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    • Sally

      We did get this offer from the Verizon store.....thanks for your response.

    • anonymouse

      Sorry that we don't have as many tools as we used to. Is your phone damaged or do you just want out of the phone you are in?

  • The Fixer!

    I have worked for Verizon Wireless for four years and currently work as a technician on a special team that...

    Sally,

    Though it is unfortunate that you broke your phone, Verizon's position in this matter is not unreasonable. Device subsidies cost Verizon a great deal, and on average a customer must remain in service and paying on time for at least 14 months for Verizon to break even. This doesn't mean that you don't have options though! Websites like Ebay and Craigslist are literally crawling with very affordable 4g smartphones. If you choose this option, make sure that you check with Verizon to make sure the IMSI or MEID has not been added to the lost/stolen list. I know this isn't the exact answer you were looking for, but I can assure you it is your best option for continuing service with a 4g device. What's more is that the price you'll pay online will lkely be less than your early termination fee, not to mention the cost of a new device with another carrier. I hope this helps!

    2 comments

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    • Sally

      I guess it's a gamble on what type of customers you have. We are not poor....or rich, for that matter....but loyal to those who treat us well. The $240 is worth leaving a company that won't work for us! In the long run, I may be thanking them!! haha

    • The Fixer!

      I am sorry you feel that way, Sally. As you make the change to another company, ask them to guarantee in writing that they will provide an early upgrade after just ten months, otherwise you may find yourself a customer of a company that will respond in exactly the same way to the same situation...with a far inferior network.

  • QuestionAnswered

    5+ years VerizonWireless Retail Sales Business Sales Technical Support Customer Service

    unless your willing to buy 100+ worth of accessories they wont make an exception. The offer has to be beneficial for the company and the customer. not just one way.

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    • Sally

      What the company doesn't know is that it just lost a valued customer that would have been around for many years. But, I guess they wouldn't know that with our history so far. If they would have at least offered to extend the contract more, we would have gone for it. Oh well....I guess there are just too many people out there that are trying to burn other people and companies, so we pay the price and they lose the business. Kinda sad! Thanks for your response!

  • verizonman

    I have worked as an RSR for Verizon for over 3 years.

    It sounds like Verizon is trying to work with you. YOU choose not to take the insurance that covers against breakage damage and theft. Consumers need to take responsibility for their decision and stop blaming Verizon.

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