Edge Program Question(s)

I upgraded last year to the Edge Program from an iPhone 5 to an iPhone 5S, I was eligible primarily because the iPhone 5 I had was one in the batch that had issues with the power button. I felt that going with the Edge program would work best for me as I wouldn't have to basically pay two year pricing on the 5S with 64G. My issue is this, with an employee discount my bill is about $130 a month, which includes the Edge monthly payment and the Handset Insurance, I hardly use my phone for voice or text, I believe I may average around 4-500 a month for voice/text, my data usage fluctuates but is usually low because I utilize wifi from my residence as I work from home. I am interested in learning if there are any possibilities to either downgrade in storage size and sign a two year contract, stay with my current device and only pay the difference of what I have paid so far and two year pricing on said device. The other option is if I was to leave VZW, and return the device, what charges, if any, would I be responsible for? I utilize VZW because it IS the most reliable network, and as a previous employee I chose to go back to VZW from AT&T. But, paying what I pay for month, and utilizing the service in such a small amount makes no sense to me at this point. If I switched to AT&Ts version of the Edge Program, not only would I be paying less for the plan, but less for an iPhone 6/6 Plus with the same store space of my 5S. I can become a StraightTalk consumer, which has devices that utilize VZWs towers and pay $50 a month for unlimited service, which is honestly the route I'd like to go.
To summarize, I'd like to know if I can in fact downgrade to an iPhone w/ less storage, keep mine and pay the difference between what I've currently paid and what it costs for a two year contract and actually sign a two year contract, or if I can return the phone altogether without a penalty to me and switch carriers. If anyone can help me regarding this, I would be extremely appreciative.
Thank you,
Pedro

Hello Pedro! Gosh, I can see that you're very interested in saving money. I'm with you there! We certainly don't want you looking at another carrier for your wireless needs, so let's get your questions answered. The EDGE program allows you to pay monthly for a device until its full retail value is met. If you choose to end the program, you're billed for whatever unpaid remains of the value (example: a device with a full retail value of $699.99 with a monthly $29.17 would have a remaining value of $349.99 after the first 12 months).
As far as your plan is concerned, I would love to know more about it so that I can ensure that you're getting the best cost for your needs. Do you know the name of your plan? Is it MORE Everything? If so, do you know how much data you get with it?
DionM_VZW
Follow us on Twitter www.twitter.com/vzwsupport

Similar Messages

Edge Program question

Here is what I understand about the Edge progam:
Must be eligible for an upgrade.
Must turn in current device (in good condition and working) to get into Edge program(at least this is the case if you are being offered an early promotion into the edge program).
Will pay 1st month payment + taxes on full retail amount at store.
Retail price divided by 24 equals monthly payment added to your monthly bill which is the same plan price as those that have subsidized phones.
Full remaining balance of edge phone can be paid at anytime, after 6 months of being on program you can elect to "edge up" and get a new phone by paying the difference between 50% of the retail price of the phone and what you have paid to that point so far on the program.
If you "edge up" after paying 50% of retail price, you must turn in a working phone in good condition and choose a new phone and start making payments on your new edge phone and you are no longer charged for the payments on the edge phone you turned in.
If you want to cancel the edge program and go back to a 2 year contract you must pay the difference between the amount you have paid for the phone so far on the edge program and the FULL retail price of the phone.
Here are my questions:
If my current contract is up, meaning I am no longer obligated to stay with Verizon and have converted to month-to-month, and I want to try the Edge program, do I have to turn in my current 2 year old phone?
Scenario 1: I have been on the Edge program for 7 months and I pay off my edge phone, after 2 more months they come out with a phone that I just have to have. Since I have already paid off the initial edge phone, do I have to turn it in to get that new phone on the edge agreement?
Scenario 2: I have been on the edge program for 14 months (so I have paid more than 50% of phone price) and I upgrade to another phone. Let's say another edge customer who has the same phone I do but has just now hit their 12 month mark is also upgrading to the exact same phone I am. Am I compensated in any form or fashion for the 2 extra months that I have paid?
The only advantages (to some people) that I see are:
Free financing on a phone that is more phone than one can afford.
Can upgrade more often with no upgrade or early termination fees.

I have a question regarding the answer that was given to this post.
" 2. Must turn in current device (in good condition and working) "
I've just experienced this. Local store said too bad, sorry. I even posted pictures in one of my other posts. Screen, keyboard, back of phone and 1 & 3/4 sides are perfect. 1/4 of the left bottom of the plastic case has scratches on it.
I was told no early edge. Local store said "like new" condition.
I could understand it if the screen was cracked, damaged, had dents on it, wasn't working, but none of the above.
One would think that the local store, who ultimately makes the decision would actually look at the customer history just a tad bit and the success of their new program.
I was offered the early edge by Verizon in a flyer.
I contacted customer service with questions on it.
I was told I could keep my current plan. Wrong, I have unlimited data.
Second if the local store had looked they would have seen a 16yr+ customer with 3 smart phones on the plan. They didn't.
I think with service like this that Verizon is going to end up falling short with their new program.
I've spent over $7400+ with Verizon in the past 3yrs and they never even looked at the customer history, instead, relied upon poor customer service.

Why am I being charged for the Edge program

I recently went into a Verizon Wireless store to get some questions answered about my account and upgrade eligibility. Both my husbands and my phone were having issues and we needed to upgrade or find some other options. We began to speak with an employee at the store and were told we could upgrade to the Edge program so we could receive new phones and not wait another 5 months to our upgrade date. My phone would make random calls, text people out of nowhere, and my husbands would randomly shut down or end calls, as well as his screen was cracked. The employee stated that we could upgrade to the edge program and all we needed to do was send in an iPhone (the phone brand we were using). He said we would either need to get the screen replaced on my husbands phone as well as take my phone to apple to get it diagnosed and get that problem fixed. It sounded like an excellent deal and we asked if we could just buy a good used phone from a used website and send those phones in instead of going through the trouble of getting our current phones fixed to send in. The employee stated that as long as the screens weren't cracked and they were an iPhone 4 or higher then we would be fine. So we bought two used iPhone 4's that were in excellent condition and had no mechanical issues. We sold the phones we had to offset the cost to purchase the two used ones. We got signed up for our new edge program and sent in the two used iPhones. After a few months we received our Verizon bill and it was over $900! We called customer service and they began to tell us that our phones were broke and didn't pass the mechanical performance test so we were charged a fee. So we not only had to pay for those two used phones to send in and pay for our new phones, we are now being charged a $750 fee for these phone being so called broke? We were told that because we broke the edge contract there is no way to get a refund for this fee and have to pay it! This is the most RIDICULOUS thing I have ever heard of and is about to cause a huge appeal to this situation. I will be getting an attorney and am looking for any others who have had issues with the Edge program or similar problems. I will be filing suit against Verizon Wireless for this issue and if we get enough people with similar problems with the Edge program, then we will file a Class Action Lawsuit against Verizon Wireless to get the money back that they have stolen from us, the customers. We will also file for Verizon Wireless to pay for personal loss and harm these fee's have caused. Please reply to this thread and if you have the same problems then we will add you onto the Class Action Lawsuit so you can get back what you have lost or are losing. Thank you. Verizon Wireless Customer Support

Sounds like you Early Edged before finishing your contract. So Verizon told you you could turn in just any iPhone for the Edge program? I always thought you had to turn in the phone that you had not finished paying for yet, the one under contract.

Edge program/switching phones

My question is if I am on the edge program and want to trade my phone with someone else will I still be eligible for an upgrade when I pay the 75% off or do I have to bring the same phone that I am leasing to "edge up" ?

It must be the same phone, or you will be charged the full 100%

Very Bad Experience with EDGE Program, Trying to get a resolution for 2 Months

This is long winded but a lot has happened in two months. My wife and I are both on the Edge program. When she initially signed up for the program she got the Iphone 5. She ended up having some technical problems with the screen on her phone so she took it to an Apple store. The Apple representative replaced the phone for her and this is where all of our problems started. A couple months later she was eligible to “Edge Up.” She decided to do that when the newest Iphone came out. She got the Iphone 6 and sent her old phone back just like she was supposed to. The phone was sent back to her because Verizon said it wasn’t the original phone. She called Verizon and explained what happened and was instructed to resend the phone, which she did. We didn’t hear any more about it until our October 27th bill was $398.51 higher than it should have been. They charged us as if we never returned the phone.
We called Verizon a couple times and finally on November 8th a ticket ([removed]) was filed. At that time the representative told us she would follow up within the next couple days but she didn’t. During the ensuing month we made close to 15 inquiries (THAT IS NOT AN EXAGGERATION) with Verizon customer service. During the first 3 or 4 calls we were told that the refund should be coming soon and to be patient. After that the representatives would ask some new questions but mostly ones that we answered on previous calls. The representatives would say they’d have to do some investigating and would give us a call back in a couple days. With the exception of one time, they never did so my wife or I would call Verizon back. Each time we’d be connected to a different person so we would have to repeat the same story and answer repetitive questions. Before we would get off the phone we would ask to make sure the account notes were updated in hopes that we wouldn’t have to keep explaining ourselves.
We were becoming very frustrated over the whole situation. It bothered us that they weren’t getting back to us, that each time we called we had to tell the same information and mostly because we weren’t getting any answers about our four hundred dollars.
Finally about a WHOLE MONTH after the original ticket was filed, on December 5th I finally spoke to a Representative (JP) that was helpful. Apparently, the ticket was stalled because the Verizon Rep either put incorrect or inadequate information on the ticket. She was able to track it down with the USPS tracking number. That frustrated us further because we couldn’t understand why she was able to find this out but why none of the other people could. She was going to look into this further and gave me an email address so I wouldn’t have to keep talking to new people.
We have emailed back in forth many times since December 5th. After the third submission of the ticket by JP, some warehouse in TX has confirmed they received my wife’s phone but I still don’t have a refund. I don’t know what to do!!! At this point I am beyond frustrated. I actually feel a little helpless. This has gone on for over two months. My wife and I have literally spent hours on the phone with Verizon. I haven’t heard from JP since before Christmas. I never would have before but I am considering another wireless company. Can anyone on here help me or point me to someone that can? For anyone that is currently considering the edge program I would think twice.
If anyone is willing to help or has any ideas please let me know.
Ticket number removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

It seems as if you have done all that should be expected of you. I have seen where exchanging the phone at an Apple store has caused this type of problem when performing an Edge Up when the Apple employee who makes the exchange does not file the proper paperwork in order to have this reflected in Verizon's records.
I would try contacting the area president for your location or possibly the person in charge of national customer service. The following site has information about Verizon Wireless leadership with a method to make contact. Simply click on the "View Profile" link on the person in question and at the bottom of the page should be a contact line.
I would relate your story to one of these executives and am confident they will have the fortitude to help you out in a timely fashion.
Good luck.
Leadership | Verizon Wireless

Can i have more information about verizon edge program

What is the deal with Verizon edge program? Does anyone know that if you have 4 lines on your account if just one person on your account wants to participate in the Verizon edge program, is this possible? or does everyone on your account have to participate. Also, I have a few more questions, Let pretend I sign up for Verizon edge and do not want to edge up after 30 days with paying at least 60 percent of the phone that I just got off (which I think is kind of pointless) So I continue paying on my phone for 20 months, then the Verizon edge program is over in 24 months correct? Then after that, then could I go back to new every two program if I wanted to, after Verizon edge contract ends? Then I can keep the phone that I paid for correct? This is all really strange to me. If I pay full retail price for a phone, I do not want to give it back to Verizon for them to resell. It sounds like a leasing program to me. Why would you want the continued payments on a phone, like a never ending credit card bill. Anyway, all I want the Verizon edge for is get an early upgrade and a payment plan for a phone, then pay off the phone and keep it for the remainder of the Verizon edge plan, then end it.
Also, I do not have very good luck with phones working the entire time, that is what concerns me the most. I have a s3 currently and it is completely messed up for the past couple of months. The phone is acting nuts, drops calls, no reception, cuts out, powers down at 46 percent. So how is this going to happen if im the Verizon edge program and something happens to my phone, then I cant put a back up phone on my account for a replacement.? If the phone is defective and one of the stipulations of the plan is to return your phone in good working condition, then how would one do this is this situation happened?

The Verizon Edge payment option is basically a "leasing" program. The New Every Two program was retired in 2011.

Getting out of the Edge program

We were talked into getting onto the Edge program when we upgraded our phones. Normally we just purchase the phone and then wait two years to get another. The salesman told us that this would eventually save us money. That has not been the case and this is the worst program for people that keep their phones. I believe we were misled and I am disappointed. Verizon has always behaved better than AT&T and this just puts the company in the same boat. My question is this - How do we get out of it?

MMGettler wrote:
We were talked into getting onto the Edge program when we upgraded our phones. Normally we just purchase the phone and then wait two years to get another. The salesman told us that this would eventually save us money. That has not been the case and this is the worst program for people that keep their phones. I believe we were misled and I am disappointed. Verizon has always behaved better than AT&T and this just puts the company in the same boat. My question is this - How do we get out of it?
The Edge program can save you money. For some others it's doesn't. when you state you "purchase" a phone and wait 2 years. I assume you mean you get a subsidized discount and then sign a 2 year contract. You do realize that's not paying full price for a phone. The Edge program is CLEARLY stated on the website. Before agreeing to anything one should be an educated consumer.
If your past your 14 day return time to get out of the Edge program you must pay off the remaining cost of the phones. Exactly how were you mislead? You take the full price cost of a phone divided that by 20 payments. That's your Edge payment. You get either a $10 discount per line for data plans under 10 GB and a $25 discount per line for data plans 10 GB or higher.
Let's take look at subsidized vs Edge. Take a LG G3
Subsidized - $200 plus $30 upgrade fee = $230 plus taxes. So around $250 total
Edge with 10 GB data plan $600 plus taxes is around $650. $25 Edge discount for 20 months = $500. $650-$500=$150
So clearly the Edge plan is cheaper in the long run. Also if you keep the phone for 24 months like contract then the last 4 months you get a $25 month2month discount for another $100 so the total cost of the phone for 24 months is $50 vs $250 for a 2 year contract. This also doesn't take into account your taxes/fees are cheaper each month too. Ours is $1.75 a month over 24 months that's $42 thus bringing the cost of the phone down to $8 or less. With less than 10 data plan then Edge is not as attractive unless you like to upgrade yearly.

Prepaid shipping label for edge program

I used my edge program to get the new iphone. However, there was no prepaid shipping label in the box to send my old phone in. Any one else have this issue? Am I supposed to get it from somewhere else?

et1234,
Not at all! Happy to help with your questions. When you click on the above link you will need to sign into your My Verizon account. Once signed it you can click on the order you need the label for and there will be a Print Return Label option. You can always have the store assist you in printing a label as well. Let us know if you need any further assistance!
TrevorC_VZW
Follow us on Twitter @VZWSupport

I signed up for the edge program and need to send back my old phone. The instructions say I need to put it in the edge bag provided with my new phone order, but no bag is in the box. Can I get one at a store? Please respond!!

I signed up for the edge program and need to send back my old phone. The instructions say I need to put it in the edge bag provided with my new phone order, but no bag is in the box. Can I get one at a store? Please respond!!

monkeybuttqueen,
Thank you so much for reaching out to us today. I hope you are enjoying the new device! I do apologize that you didn't get the proper info sent to you to send back your old device. You can always print a label online from My Verizon. You can do that at www.verizonwireless.com/printlabel Pleaes keep us posted if you have any questions or concerns.
KevinR_VZW
Follow us on Twitter @VZWSupport

Is it possible to add multiple iPhone 6's tonight using the Edge program?

I want to add several new iPhone 6 lines to my account tonight using the Edge program, but it seems to only allow one phone to be added this way. Is it at all possible to do this online or will I need to go in store to accomplish this (and possibly miss out on getting in on the initial release)?

Great question paulterp. We currently don't have information regarding this phone and the Edge program. I'm sorry. We wont have more information until the 12th. Please stay updated here http://bit.ly/n5snpq .
KinquanaH_VZW
Follow us on Twitter @vzwsupport

Edge program fees

In the edge program do you get charged the monthly fee(plan fee) and a equipment fee?

Great question, jaybigs! With the Edge Program, you are still billed for your monthly access fee plus the cost installment price of the device. Go to vzw.com/edge for more information on the Edge plan. Let us know if you have questions.
Thank you,
LenaA_VZW
Follow us on Twitter @VZWSupport

Anyone know how to get out of the edge program?

I dropped my old phone in the toilet and it was not time for an upgrade. Therefore, I went to the get a phone under the Edge Program. I specifically asked the rep at the store if I could go back to two year contract after I paid off the 50% of the program and he said yes. I hate this program. I only did it because I needed a phone and was not due an upgrade. Now I understand that the only way I can get out of the Edge Program is to pay off the entire balance of the phone...which is outrageous. I no longer want to pay monthly installments. I want to pay a one time 2-year upgrade fee and start a new contract. It is my understanding my only choice is to pay off the entire edge or return the phone to Edge up. Problem is my phone has a small crack that I didn't realize was there until my son told me about it. If you look at the phone normal you don't see it but if you look at it from an angle you can see the crack.
I only want to get out of Edge. I will have paid off 50% by January and want to go back to a normal 2-year agreement...but I do not want to return the phone although I will if I have to, that is if they will take it back with a crack. Otherwise, I would need to pay the insurance to get a new phone and then turn it in. This still cost me money. I am contemplating just paying off the rest of the balance and then maybe it will say I can get a new two-year contract, like it does for the other phones on my account.
I have been a verizon customer way back when it was called Bell Atlantic Mobile and you would think they could do something for me since I have been a good customer all these years. I don't want to leave because I have four other phones and a tablet with Verizon but I will if I have too. I would obviously go to AT&T.
Does anyone, maybe a verizon rep, have any options for me?

rellis64 wrote:
... I only want to get out of Edge. I will have paid off 50% by January and want to go back to a normal 2-year agreement...but I do not want to return the phone although I will if I have to, that is if they will take it back with a crack.
Does anyone, maybe a verizon rep, have any options for me?
I'm not a Verizon rep, just another customer like you. EDGE is a payment plan, or Rent to Own, or a lease program if you intend to keep upgrading. If you want off the EDGE program, you can pay off the total balance due on the phone and keep it, and then you can start a new two year contract with a different phone.
In order to return the phone at the 50% point, and be done with EDGE, the phone has to be in good working condition. The crack means it's not in good condition, so you will be charged the full price, whether you plan to EDGE up or go contract. Either way, you'll end up paying for the EDGE phone, over time or in a lump sum. It was one way to get a new phone when you were not eligible for the discounted price on your previous phone, but you need to fulfill that obligation before you can get another discounted phone.
Do you want a new phone/different phone? Look at eBay or swappa, or check with your friends who may have something you can borrow. Or simply keep using the EDGE phone until it's paid for, then look at options at that time.

Have been a Verizon customer since I got my first cell phone in my 30's - I am 50 now! A year ago, I stupidly opted to get a new phone on the EDGE program because I was trying my first Samsung device and was not sure I would like it having been an IPhone

have been a Verizon customer since I got my first cell phone in my 30's - I am 50 now! A year ago, I stupidly opted to get a new phone on the EDGE program because I was trying my first Samsung device and was not sure I would like it having been an IPhone user for years.I was right! Or so I thought.... The Note 3 has been horrible. I am on my second phone(replaced it under warranty) and it still freezes, shuts off on its own, and will not come back on for long periods of time. Having had enough, I decided to EDGE Up to another device. On March 16th I tried to edge up my device online but was unable to. I immediately called to figure out what the problem was. Back in October I had a mix up in my billing where I had set up a payment. It was not done properly by customer service and as a result my line was cut off. I called the EXACT day it went off, filed a complaint about the lack of follow through for my arranged payment, and thought I had it straightened out as the payment was made that same day. That incident, although it was a Verizon error, caused my Edge Contract to be "hotlined". I spent an hour on the phone on March 16th clearing the whole mess up. When the conversation ended, the Verizon representative admitted it was a Verizon error, documented everything, and then told me she was filing a release for the hotline hold that would take a couple of days. Her name was Linda and I stupidly trusted what she said.
The days passed as I prepared to have a major foot surgery and to get my classroom straight before I would be out recovering for 3 weeks. All the time, my Samsung continued to glitch out like it has since I got it! While sitting on the couch recovering, I decided to deal with the phone issue again and EDGE UP. I figured 10 days latter, Linda would have taken care of the issue. Unfortunately, I faced the same problem and was told it was not eligible to edge up at this time. BACK on the phone again, 2 supervisors, 3 customer service reps. ( JOE from New York being the rudest customer service rep. I have EVER worked with) and 4 frustrating HOURS latter, Jason, the equally rude supervisor from Rochester, New York, informed me that Linda gave me BAD information, there was NOTHING he could do, and I am NOT eligible until April 14th!!!!! The WORST experience I have EVER had with a company. They were completely inept, rude, and not concerned about my time, my frustration, or the problems I was facing with their product in the LEAST. I have 4 LINES on Verizon that I am going to talk to Sprint about buying out. It was a horrible experience, and I can NOT believe I have no recourse or anyone to talk to....

Edge has very clear restrictions, one being that you must have 6 months of clean payment history which you don't. Either wait until April 14, or good luck at Sprint.
I am unsure how it can be determined the payment mix up was the fault of CS, but regardless, the mix up was done. There can be any number of reasons why a payment could be missed without any fault on your part, however you are still the responsible party for the account and must live with the repercussions.

Why in September when I purchased a through the Edge program with the $5.00 insurance/protection plan (that the sales associate handling the purchase on the phone recommended), is no longer valid?! 2 months after getting the Edge device, I go to make a c

Where is the insurance and original Edge Agreement from September? No one in Verizon knows. I purchased (rented) a Galaxy S4 through the Edge program, with the $5.00 insurance/protection plan (that the sales associate handling the purchase on the phone recommended),which is no longer valid! 2 months after getting the Edge device, I go to make a claim and Asurion will not honor it because I am not covered; however, all the order confirmation receipts emailed and physically sent with the device show the addition of insurance when I signed up for the Edge program. According to Verizon (via live chat with 'Nicole'), this $5 protection plan no longer exists and the order numbers I have on my paperwork (multiple documents) are invalid in the Verizon system. For over a week, I have spent more than 10 hours on the phone, live chat and in the store trying to get some sort of resolution and the customer service reps just put me on hold or promise to "call me back within 30 minutes after they speak to a supervisor" and (surprise!) they never return my call. Or they send me to the store to show proof of my documents, but then those associates cannot help either. Also, the 'Edge Agreement' in my profile has the wrong device (and serial #), wrong payment amounts and no mention of the 'consumer protection plan' on it, which is listed on the order confirmation sent via email and with the actual Edge device on September 23. Obviously, there was some sort of glitch or mistake on Verizon's part, but NO ONE WILL EVEN TRY TO ACCEPT THAT FACT! WHY WON'T ANYONE GET BACK TO ME WITH SOME SORT OF EXPLANATION FOR ANY OF THIS?! Is it typical for Verizon to do away with a service (i.e., $5.00/month protection) and not inform the customer of this? And is it company policy to be as unhelpful as possible to a paying customer who needs assistance when there is cleary something wrong on your end? And finally, am I really suppose to believe that Verizon customer service has no email addresses or fax machines so a customer can send you proof of what is on the receipt you sent and that I have to take more of my time to go to the actual store?! Finally, does anyone at Verizon even read these messages or even give a F@#k about the customer as long as they keep making money?!

RLites22,
I can understand your concern about the insurance you have on the line. I want to make sure that I put a fresh pair of eyes on your account to find out exactly what is going on. I did send you a Direct Message. Can you please respond back to me in the direct message so we can go over the account specifics. I really hope to hear back from you soon.
KevinR_VZW
Follow us on Twitter @VZWSupport

Has anyone been denied the edge program by sales after CSR states approval?

I have been a customer a decade. Even before it was called Verizon. Due to my latest events with CSR, the ELMIRA NY STORE(swore I'd never return- dishonest used car salesman attitude, do not like educated customers on Verizon policies-caught in lying, witnessed taking advantage of the young and elderly, practice illegal sales tactics, in need of moral and ethics training) I am considering switching to AT&T or purchasing unlocked phones and using different approach to cell communication. Looking into BOOST. That is how disappointed and frustrated with time wasted now up to 15 hours and counting. Also money spent on a service $40,000/10yrs approx including not honored rebates, equipment, fees and taxes. If you compare to EUROPE ask yourself why is it so expensive and different here? Cell service should be affordable for all and not a small car payment!!!
I am trying to order the Sony tablet thru the edge program. here is the letter I sent to correspondence. I apologize it is rough but was in a hurry and very annoyed with verizon's lack of fluid customer service. Along with the degrration of CSR management policies, sales pushy dishonesty lack of "say what you mean and mean what you say" attitude of store employees. I find the CSR department full of inexperience employees and frustrated seasoned ones. Most CSR honestly try to help or don't know how to help and ask for assistance. But the problem is obvious there is NO CUSTOMER SATIFACTION in the company anymore. As of late I am treated like cattle with no resolution to issues except at my expense. Due to current issues with my Multiple Scolerosis and failure of responsive equipment(touch screens) Verizon has fallen short. In the past they have been more then helpful in obtaining disability supportive equipment. Now I can't obtain without paying $380.00 termination fee and going to AT&T!!! Seriously what is wrong with this picture? I also have four lines for family. It appears that management does not care about resolution. Only bait and switch mentality by the "call back within 24-48 hour" that never occurs. No wonder CSR hold time is in excess of 30 min. One issue call takes 1-3 hours of my time with 50/50 chance of correct, honest resolution.
Here is the latest letter sent:
I am writing this email due to my attempt to find a solution to a problem with a device and my Multiple Sclerosis. The 15 day policy regarding equipment exchange should be flexible for persons with disabilities. Six out of eight reps that I was transferred to went above and beyond to identify the situation, take corrective action for a solution. With the exception of two persons. The manager which denied permission to exchange tablet for cell phone and Scott. Scott is in Sales, (removed) would not transfer me to a supervisor for assistance and further investigation on why I am not eligible for the edge program. After being transferred to him to place order and activate the edge program. Which I was told numerous times that I am eligible for if I opened a new line.
He was the third rep spoken to today and eleventh rep in total and the worst regarding problem solving. I guess I was not worth a commission so therefore I get no investment of his time and energy or concern. Which is exactly how he sounded. Whatever happened to VIP customer appreciation?
My second call regarding this tablet started on Monday at 10:30 pm approx. long story short I placed the order for the Sony tablet and upon finalization of sale was informed that I did not qualify for edge due to note on account. After that and three reps at 1:45 am transferred to financial service department, which was closed I had no resolution.
One week prior I had contacted CSR regarding exchange or the purchase of a tablet for line (removed). I received the phone during a MS flair up and thought it was not working correctly due to my fingers contact. So I did not exchange phone thinking it was me. Yes, the phone sat on my desk for at least a month before I initiated purchase of Sony tablet, due to my illness and inability to speak well.
This phone is defective from the start. The microphone does not work and alarm cannot swipe “off” with my fingers. Due to the medical state of my finger tips it is impossible for me to know that it was not working because it was defective device and not me.
A manager needed to be consulted, to give tech support rep permission, to replace phone with tablet, at my expense. I was to receive a call back the next day. I did not Thats when I called few days later on Monday, July 21 at 10:30pm.
I was not trying to get a device for free. I only wist to place the Sony tablet for (removed) line instead of the phone at my expense. I am returning to college and need a tablet. Thats when I was informed that my request was denied by supervisor. No explanation, no call back. Afterwards I was transferred all over the place and to financial service department which was closed.
So I called today and, once again, was told that I am eligible for tablet then transferred to Scott for completion of edge program and denied tablet sale. Also a logical explanation of why a new customer can get a tablet with no payment history and I cannot. I even asked if I bought one on Amazon could it be activated thru Verizon? He said, “No, it must be a verizon tablet.”
Is there any solution besides my having to place a dummy device on line and not being able to get a tablet? I have been informed about edge program and no where did I see upon sales discretion. Can I please get the tablet, which I can use stylus for during flair ups? Or since I live in a non coverage area do I cancel all lines of service and go thru AT&T to get one and use for cell provider? I don't understand why this is an issues when it hasn't in the past. My only concern is trying to get a device that can support my disabilities and maintaining service with Verizon which I like very much, all these years.
Unsatisfied and disappointed with service.
Private info removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

Yes, you are always eligible for Edge if you open up a new line and that is exactly what a CSR will tell you. There are certain conditions which must be met when the transaction actually starts, though. A credit check, for instance. If you fail to pass the credit check when attempting to enter into an Edge agreement that simply means you failed to qualify for Edge even though you are eligible to enter into an agreement. Being ELIGIBLE to enter into an agreement and QUALIFYING to enter into that agreement are 2 separate issues. Any current Verizon customer of 6 months or more and not currently under contract OR willing to open a new line of service is ELIGIBLE for Edge. Only those which pass the credit check would QUALIFY to enter into the agreement, though.
A CSR does not perform a credit check on you when pointing out possible avenues for you to explore. That is ONLY done once you start the purchasing process, which would have been initiated by the sales associate. Once the sales associate runs the credit check, they are in posession of MORE information then the CSR which pointed you towards the Edge plan. The CSR has no way of knowing if you would pass all the requirements in order to enter into an Edge agreement, that is not going to prevent him from pointing out the Edge plan.
Just like purchasing a car, a salesman will try to get you into a car and tell you about the financing available at the dealership. That does not mean you will qualify for the financing, though. If you fail to qualify for the financing, that does not mean the salesman was trying to mislead you when pointing out the financing options.

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