Verizon losing a long-term customer over upgrade

Hi -
I'm not sure posting in this forum gets to anyone at Verizon but I don't know where else to turn.  I am not eligible to upgrade my phone but have been having a lot of problems with it in the last couple months.  I called today to find out what my options are.  I asked if an exception could be made for an early upgrade and was told no.  I asked if it's possible to add a new line for a small additional monthly fee and was told it would cost me an extra $60 a month - clearly not worth it.  It will cost me less to cancel my plan with Verizon and start a new plan with AT&T than to upgrade my phone at the full price.
I have been a Verizon Wireless customer for over 13 years.  I pay my bill in full every month for this time.  In this time, I've spent nearly $15,000 with Verizon (tough to see that number all at once).  When I asked the representative I spoke to and the supervisor I spoke to if it's Verizon's policy that they would rather lose a long term customer of this value than to allow me to upgrade my phone early for the difference of a few hundred dollars, they had no answer other than this is Verizon's policy and they can't do anything about it, the end.
I will be contacting AT&T Wireless this weekend to find out about porting my number and canceling my plan with Verizon.  I'm sorry to go because I've generally been happy with my service until now.  I can't even find an email or a way to express my dissatisfaction other than coming to this forum.
Thanks for letting me express my frustrations here.

I agree with you too. I've been with Verizon for over 20 years, and shudder to think how much I've poured into that company. But Elector is correct, as individuals, Verizon will not miss our contribution to their bottom line. Based on reviews on their website, I was led to believe that a Windows 8 phone was the way of the future. But as it turns out, it's a *** when it comes to functionality and app availability. I lost many apps I had on my Droid that I used often, and there's no indication that those apps will be available on Win8 phones in the near future, if at all. But to switch to a Droid phone now would cost me nearly $1000 in phone cost and fees for early plan changes, if I stay with Verizon. I will seriously consider my allegiance to Verizon when my contract expires in about 1.5 years. Until then I expect to be totally dissatisfied for the duration. Come on Verizon, show show compassion for your dedicated customers!!!!!!!
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Similar Messages

  • Verizon ETF Ridiculous for Long Term Customer

    Just got back from the Verizon store, and this just doesn't make any business sense to me:
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    * 3 phones have been out of contract and eligible for upgrade for many months.
    * 1 phone is not out of contract until March.
    * We have been Verizon customers for many years (easily 10+ years).
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    It just doesn't make any sense.   I guess it pays to just keep switching.  That's the game that they've all created, and it stinks. 
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    Loquat - That's not a good analogy.  Let me help you with your bank analogy:
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    * By the way, thanks for the banking analogy.  As a 20+ year banker, I can tell you that a bank would never treat new, unproven customers better than their existing, long-time customers. 
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    I am writing in to give one final try at gaining a positive response from Verizon.  I called in to talk to Customer Service today with a request and was really disappointed at getting a NO for a response.   I have a family plan with 4 phones of varying contract/upgrade dates.  Mine…6/10/15. Wife’s…5/29/14.  Mom’s…6/20/13.   Son…4/11/16.  Two of the phones are past their date and thus we can upgrade without additional fees.   I will be disconnecting my mom’s phone as she hasn’t used it since 8/6 and won’t be using it as she is moving into a Memory Care facility for Alzhiemers.   Thus my request was whether there was a way to upgrade my phone and my wifes phone to the iPhone 6 without having to pay an added fee for upgrading mine early.   I asked that they take into account that my mom’s is 16 months past her upgrade date, I am 9 months from mine and we are very very long term customers. Verizon has been our cell phone company ever since we bought cell phones a long time ago.  I was told NO.    I then told the service rep that if I have to wait until 6/10/15, I have no real reason to stay with Verizon as saying no to this request just makes no sense when it is being ask by a customer of such long standing.  I was told NO again.  Even though I am clearly not a customer that hops from one cell phone service provider to another...Verizon told me NO.  Even if it costs a bit more to switch to AT & T (which it may or may not...I don't know)…on 6/11/15 my wife and I will be leaving Verizon and my son can have an individual account.

    You sign a contract promising to a 2 yr service commitment in exchange for a substantial discount on a phone. You are 9 months from completing your commitment. There is no reason for Verizon to grant your request. In fact, they may be contractually obligated to NOT do so depending on their terms for selling the iPhone negotiated with Apple.
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  • Verizon Long Term Customer support UNACCEPTABLE !!!

    TO ALL,
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    bobw927 wrote:
    TO ALL,
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    Been a verizon wireless customer for more than ten years.  suddenly, VW chooses to disregard the terms of their own contract long before the contract renewal date.  customer service is completely useless.  you just lost a loyal customer, Verizon Clueless.

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    damamy wrote:
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  • Verizon's Long Term Plan

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    veldigar wrote:
    ... I was clear that I was not interested in the Edge plan if I could not get the upgrade pricing.  Several times I made this clear.
    Then the employees, and you, don't understand EDGE.  It's not a service plan, it's a PAYMENT option to pay the full price of the phone in installments, and have no "contract" or obligation  to stay with Verizon once the phone is paid for, which you can do at any time.  So if you were trying to get discounted pricing, and the reps were talking EDGE, you were talking at cross purposes....
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    veldigar wrote:
    ... I was clear that I was not interested in the Edge plan if I could not get the upgrade pricing.  Several times I made this clear.
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    Good Luck

  • Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

    After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon.  I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums.  This seems to be an ineffective place to make such statements.  With that said, I write this post with little expectation of satisfaction in remedying the complaint.  In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction.  Consider this post an indication of one such dissatisfied customer.
    As background, I have been a steady Verizon customer for about 12 years (give or take a year).  In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments.  I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories.  The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon.  My first Verizon phone was the Motorola V60i - top of the line at the time.
    Recently the credit card I have on file for auto payment expired.  I knew it was going to expire and updated the account with a new card as soon as it came in.  Apparently this update did not stick.  About two weeks ago, my wife began getting phone calls from Verizon.  Each time they called it would be from a different out of region phone number.  Each time an automated voice would leave a message about "changes to the account".  The calls increased to about 5 per day with several text messages throughout.  The first red flag is that her line is a secondary number, whereas mine is the primary.  If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder.  They did not.
    This continued for about a week.  The calls and the texts would come during working hours and into the night.  I called one of the numbers back.  After pressing # to do this and # to do that, I was given a choice.  Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately.  Since I had already paid the bill, I pressed 2.  The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement.  Failure to pay the bill would cause an interruption in my service.
    My problems-
    1. Verizon should  not call a secondary number to discuss the bill.  Luckily the secondary number was my wife's.  What if it had been a teenaged child?
    2. Verizon should not engage in such harassing techniques.  I have been a loyal customer for over a decade.  A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately.  It went too far for no reason.
    3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
    It is for all these reasons that I am dissatisfied with Verizon currently.  I am not currently under contract and I am shopping for another provider.  While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything.  Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this.  After all, a simple call from a human in the first place would have corrected this.
    My question to the rest of the forum is, "Am I the only one in this boat?"

    JonathanK_VZW,
    First, thank you for taking the time to respond to my statement.  I appreciate that you took the time to do so.
    However, I don't think that your response addresses my concerns.  I thought I had paid the bill as explained above.  Your financial department acted in a harassing manner by contacting a secondary phone number on my account.  Not once did anyone or any automated communication contact my number, the primary account holder.  The calls were as many as 5 in a day with several text messages.  The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information.  In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
    Luckily, the secondary number your financial department decided to contact was my wife's number.  Had it been a child's phone this complaint would have a completely different tone.  However, any number of other customers may not be so fortunate.  You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice.  That answer only makes sense if you attempted the primary account holder first.  You did not.  Not one instance.
    You  mentioned that the volume of your customers prevents you from giving each one personalized service.  I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered.  May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself.  The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem.  More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
    Again, JonathanK_VZW, I do want to thank you for taking the time to respond.  That is sincere.  I did not expect Verizon to respond.  I would like my concerns to be passed to your supervisors and then to their supervisors.  I believe my points are valid criticisms of Verizon's current customer services.  I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent.  I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
    To the supervisors:
    Any productive organization has to develop strategies that manage the work load while maintaining quality.  Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times.  Effectiveness and quality are lacking.  It is time to develop a new strategy - a working strategy.  Your customers would appreciate it.

  • Long-Time Customer (time for a change?)

    I have been a Verizon customer since 2004.  I have watched as my bill has steadily gone up and up and up.  Which I suppose is to be expected due to cost of living increases over the years.  BUT, are there no "deals" for long-time customers.  Is our dedication worth nothing to Verizon.  After almost 10 years of service from Verizon, I am leaning more and more toward a different carrier.  I just don't know where to go.  My son has an iphone and I just have a "telephone".  My phone is supposed to have all this stuff, but the camera is nasty and I've never been able to access my email (unresolved issue).  I also have one of the slide out keyboards but never use it. The keys are so small that I can never type the words correctly. I forget its there.  All I would really want would be a good phone with a decent camera.  These photos are truly awful.  I don't know what I want anyone on here to do about any of this.  Guess I just wanted to vent.  I may as well ask (if the Verizon Police don't remove this part) if anyone knows of a carrier I could switch to OR if you know of any "deals" Verizon may have.  (yes, I know I could look it up, but I still wouldn't know how much it would REALLY cost me).  I pay approx. $180/mo for current usage.  Does that sound like a good deal?  Thanks!

    I too have been a long time customer - about 13 years.  I have never had a problem with VZW until the past year and a half.  I got a Droid 3, based on high recommendations - and I have regretted it ever since.  I have had it replaced THREE times in a year and a half - and considering I had to have a brand new phone replaced within three months with a refurb...that jerks my chain.  Yeah, I know it's in the fine print - but really, it's ridiculous.  So now that I have had four of the same stupid phone that keeps messing up doing the same things (VZW support said there are no known issues - yeah...read for a bit, there are lots) - I put my foot down and asked for a totally different phone.  They sent me a HTC Rhyme which quite honestly, is worse than the Droid.  I can't even run the apps I need on it.  It's useless.  The Droid 3 - their initial solution to the issues - run it in safe mode.  Sure, I paid for a smartphone that I have to use as a regular phone.  What is the point of having a smartphone then??  They didn't even bother to send me a replacement charger for the new phone. 
    My upgrade isn't available until July, my contract isn't up until November.  I can upgrade at full price - or hey, I can take my husband's upgrade which he has been hanging on to in order to get an iPhone - it's there, and we'd planned to use it for him.  Why should I have to use his upgrade to correct the problem with the crappy phones they send?  His upgrade is his - that's how it works - I will not use the upgrade he has and is entitled to in order to correct a problem that has been dragging on for a year and a half, that VZW needs to correct once and for all.  Their solution - send another of the same garbage device -
    And now they have the $30 upgrade fee. 
    Wow, VZW, thanks for appreciating your long time, loyal customers.    I've had it.  I've researched other providers - tmobile coverage isn't good where I live, nor is at&t.  Sprint would be my only other real option - and considering they have the iPhones for HALF of what VZW cost is for upgrade (16 gb for $99 at sprint - $199 here at VZW).  It's all adding up to my saying fix it or I'm out.  This is ridiculous.  There is something to be said for customer loyalty - and I'm sorry, but if you run a business and don't value your customers - well then you deserve to fail.
    >> Edited to remove profanity <<
    Message was edited by: Verizon Moderator

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