Upgrade fee question

Question

<<Branched from an older discussion>>
I'm wondering if the $30 UPGRADE fee we were charged recently was an automatic fee charged to all Verizon customers when buying a new phone on an existing plan?
We've had four phones through our Verizon plan as well as internet and a number of other services for over 10 years, so I assumed we were regular customers who would be treated as such when I bought my phone - the Motor Droid 4G - a couple days ago.
I checked on this site and saw I could get the phone for $100 (I've had an upgrade available since March) and chatted online with a rep here. (I have the name written down.) I then went in to our local store and the first rep said the online price is the same as what they can do in the store, although he'd quoted $139 (after rebate) for the same phone - this rep told me "I will be here until 8pm". He also told me the only difference in buying online is that you can get the rebate immediately, but we had to call and ask about getting the phone for the price I saw online. My husband called him to ask then confirm we could get the phone for $100 (after the rebate.)This was originally my husband's upgrade, not mine, which is why he was so involved. ( We did want to be on the same page but we weren't trying to put up a double force with the two of us calling and going in.)
When we went to the store it was about 730pm and though the guy was gone, my husband called to make sure they had the phone in the store and another rep said they did and he would sell it to us for that price. Both my husband and I confirmed several times that we wanted to keep our existing plan and did not want a new phone to change the plan. This was all agreed but by the time we got there and the guy did the paperwork, he was very ready to go home! He also made me feel like we were being cheap by asking all the questions. I said something about coming in earlier, how he probably remembered me because there were more employees than customers in the store at that time, etc. and he emphatically said, "I DO NOT REMEMBER YOU!" while shaking his head, making me feel like a very forgettable nuisance. I remembered then he was speaking with a blond woman who appeared to be a visiting supervisor. He did remember that person he said. Then, at the last minute he said there is a $30 UPGRADE fee. I had to look this up now, after the ordeal of buying a phone made me feel like they wanted to make up whatever they could from us (as the guy was watching a football game on the big screen while switching the data on my phone.) I didn't care about him watching TV until I got my old phone to my daughter (an hour and a half drive) and we found my sim card is missing! I know it's probably a simple mistake and hopefully he has it in the store, but I honestly hate to call there! I guess we either need to change stores or shop online from now on - or take care of this sort of thing before it becomes something that needs to be done within 24 hours. The real problem I have now is trying to get my sim card back... Though I still have a question:
My purpose for writing here really was to confirm the fact everyone is charged a $30 UPGRADE fee when buying a phone which is eligible for an upgrade. Considering all these details, was this an automatic fee, or was it at the sales person's discretion as to whether or not to charge this fee?
I also see something odd on the statement/paperwork given to us which I didn't look at until just now. Under comments, the rep wrote: "Discount: Sim Card for New Act/Upgrade."      The sales person didn't say anything about this to us - When he was doing the paperwork he seemed to be waiting for something. I told him we were sorry to keep him after 8pm and he said "oh, it's ready now. Whenever you guys are..."
Message was edited by: Verizon Moderator

Answer 1

Thank you for your reply. I'm glad to know we aren't the only ones who feel that way about the store and the sales people inside. I like to speak to a person face-to-face, but like anyone else, I don't want to be lied to or put down every time I ask a question! I understand the people at the stores are paid on commission, but it's too bad they feel they need to mislead or manipulate people in order to make a sale - either that or treat the customer like they're some kind of cheapskate (when we're paying a minimum of $230 a month to Verizon with our existing plan and services!) I guess we aren't the sales person's customer as much as we're Verizon customers in this case.
It really would have been a better  experience if I'd found the phone we knew we wanted, asked about the $30 fee, then just ordered the phone online so I didn't have to mess with the rebate. (And, you are so much more - polite - is the only word I can think of right now, than the forum person known as Tikibar1 who responded to me within minutes of my post which is why I thought he/she was working for Verizon. When that person made comments to me like, "I know. You're special..." I'd decided I wasn't ever going to go back on that forum again. I don't do well with sarcastic strangers!
My daughter now has my old phone which was an LG Ally (I think, I've had it for awhile now...). She had a Droid; the one which would be one model behind my new phone. (I admit, I'm not up on the techie phone stuff.) Although we've been meaning to get a new phone for a long time, it just happened that she dropped her phone and we aren't sure if we can get it working again. Because I was concerned about her safety, I bought my new phone Tuesday, we met her Tuesday night, switched phones and then discovered my sim card missing. I understand now that it is in my new phone, but it sounds like the people at the store should just give us one, according to what's been said on the forums. 
One thing I can't see (and think may be gone) are my old texts. She cleared my old phone and I don't see them on my new phone. I had some addresses, etc., in the content of the texts but nothing I can't get again.
I'm trying to learn this new phone now and I think I like it, but when I tried to set something up (I think it was the My Verizon .. app?) I got the message saying the sim card was needed, which I know sounds odd so I'm going to read more about this today. I don't mind going back and asking for a sim card now that I know it isn't a big deal.
Thanks again!