E-mail from Verizon says I can "Upgrade Now" and has special prices, but VZW won't honor ad!

Question

I got an e-mail from Verizon last night that says "Get your new phone now. Save up to $50 on already discounted phones". The e-mail has some prices on it, such as a new Droid X for $99.99 (2 Year Price: 199.99, online discount -$50.00, exclusive discount -$50.00). The e-mail clearly indicates (by use of the last 4 digits of my phone number) which phone on my contract the offer is good for. When I click on the link in the e-mail, it takes me over to the VZW website, where I enter my username and password. Once I do that, the Droid X is priced at $149.99 (instead of $99.99), and there is NO $50 discount applied to any other phones. I called Verizon's customer service, and got the run around. One CS Rep told me I wasn't eligible for a new phone (then why the e-mail?), and then told me that another line on my contract was eligible for a upgrade. When I check into upgrades on that line, however, the prices are the same as on the first line). I asked to speak to a customer service supervisor, and had to wait an hour before one called back. He also didn't know anything about the e-mail, and implied that I was lying about it.... He asked me to fax the e-mail to him, and then stated it would take several DAYS for him to even get the fax, let alone get back to me. It is my expectation that I will never hear from the Verizon supervisor about this, and will never have the chance to take advantage of this offer. This is CRAPPY customer service! I have been a VZW customer for about 15 years, and have several smartphones ($$$ per month total) on my account. I'm beginning to run out of reasons not to jump ship when my contracts end. I'd like someone from VZW who has a clue what they're doing to contact me...but I'm not holding my breath!

Answer 1

bobfireman wrote:
I got an e-mail from Verizon last night that says "Get your new phone now. Save up to $50 on already discounted phones". The e-mail has some prices on it, such as a new Droid X for $99.99 (2 Year Price: 199.99, online discount -$50.00, exclusive discount -$50.00). The e-mail clearly indicates (by use of the last 4 digits of my phone number) which phone on my contract the offer is good for. When I click on the link in the e-mail, it takes me over to the VZW website, where I enter my username and password. Once I do that, the Droid X is priced at $149.99 (instead of $99.99), and there is NO $50 discount applied to any other phones. I called Verizon's customer service, and got the run around. One CS Rep told me I wasn't eligible for a new phone (then why the e-mail?), and then told me that another line on my contract was eligible for a upgrade. When I check into upgrades on that line, however, the prices are the same as on the first line). I asked to speak to a customer service supervisor, and had to wait an hour before one called back. He also didn't know anything about the e-mail, and implied that I was lying about it.... He asked me to fax the e-mail to him, and then stated it would take several DAYS for him to even get the fax, let alone get back to me. It is my expectation that I will never hear from the Verizon supervisor about this, and will never have the chance to take advantage of this offer. This is CRAPPY customer service! I have been a VZW customer for about 15 years, and have several smartphones ($$$ per month total) on my account. I'm beginning to run out of reasons not to jump ship when my contracts end. I'd like someone from VZW who has a clue what they're doing to contact me...but I'm not holding my breath!
It sounds like this is a standard email for when your NE2 upgrade is available. That would be where the extra $50 comes from. Unfortunately, if the email literally says "Save up to $50 on already discounted phones" that does not guarantee a full $50 off. I can understand your frustration that you got the email in the first place when your line isn't eligible for an upgrade, but Verizon is most likely trying to get you to use the upgrade on the line that is eligible. I'm not saying that is exactly what's happening, but everytime I contacted customer service or went in the store, they tried to get me to use one of my line's upgrades for my own line, which I did not want.