Verizon POORLY MANAGES Upgrade Process

Question

For the 2nd time upgrading, I have been given false, misleading information about the plan options and their impact on my bill. After hearing plan details and asking the store rep for the impact to going to the new plan I was told my bill would be $20 LESS. The next day I awaken to find my corporate enterprise email inbox empty and idle. I call Verizon expecting the enterprise email option was simply erroneously disabled during the uprgrade. However, this is where the POORLY MANAGED process and employees became evident.
I was informed an enterprise account was an additional $15/month. The store rep did not inform me of this, even after asking for the impact to my bill. When I informed the tech support rep that her information is different than the store's information, she offered that I could revert to my original plan. I declined as even after the $15 surprise charge I would still be $5 cheaper than my previous bill. But I asked anyway, "How much will my new bill be?" I was told $270 (and change). I thought that sounded high so I asked her to pull up my previous bill and compare. She did and said my new bill would be FIFTY DOLLARS HIGHER!.
Again, I expressed frustration and again was offered the option to revert back. I said YES and be sure to consider impact of a new 4G phone on the account. She assured me the new 4G phone would have no impact. After all, that was reason for this difficulty.
I apologized to the support rep for my tone. I sympathized that her company has severe problems with the MANAGEMENT of policies and procedures of the upgrade and the education of the store reps. I went on to say it is unfortunate that Verizon management puts her in this position to hear these customer frustrations.
She asked if there was anything else. I said yes. Please waive the $30 upgrade fee since it was paying for this POORLY MANAGED upgrade service. She said it is non-refundable. I asked to speak to a manager. She assured me the call was recorded and would be heard by decision-makers. I'll wait and see, but won't hold my breath.
Recommendation: Ask for the new bill amount IN WRITING. Or take the time to call Verizon customer support to have them quote you a new bill. I am assured the call is recorded. Document everything you are told by the store rep. Remember, the 14 day revert clause is due to LAZY MANAGEMENT and is a convenience to them. The time it take me to manage around Verizon's MISMANAGEMENT is NOT a convenience.
I have been a Verizon-Alltell-Midwest Communications customer since the 90's. I will be considering a different carrier for phones as they expire. I will give Verizon 14 DAYS to make this right by waiving my $30 upgrade fee.

Answer 1

Couldn't agree with you more... here's what just happened to me ...
Ok,
So I just took the plunge to upgrade my Droid Pro to the GS3.  You couldn't make the **** up I just went through with the girl at the counter.  It was kinda funny.  I'm ****** I didn't video tape it.
Ok, first off lets start with what was par for the course.
$250.00 for 32gig with a new two year contract.
$30 credit available
$30 upgrade fee. 
and
You are currently grandfathered into the unlimited data plan, however we killed your grandfather sooooo you probably should buy the 4-gig data plan considering the amount of data YouTube / Pandora etc. use up when not connected to WiFi.
BUT WE KNOW A WAY AROUND US GOING BACK ON OUR WORD ON THE UNLIMITED DATA PROMISE THAT WE HAD CROSSY'S ON!!!!!
Here's what we do....
Option #1 - Pay retail for the phone and you can keep your unlimited data plan.  ($599.00 retail).  vs an extra $30.00 a month for the next two years for the 4-gig data plan so I don't go over streaming re-run's of TGIF while not connected to WiFi. ($30 x 24 months = $720.00) ...(Family Matters, Step by Step, Boy Meets World ...ummmmm lol)
(This really happened all while a street cleaner sweeper was going by so the girl had to scream this to me)
Option #2 - What we do is we open up a second line.  The first line we connect to an out of date phone which requires no data.  This is an extra $10 a month.  So if you say your paying $105.00 a month all-in right now with your Droid-Pro you will now only be paying $115.00 and we put the Galaxy S-3 on the second line and you get to keep your unlimited data plan.  This way you can have an emergency phone on line #1 which will ...other in case of an emergency never be used etc etc etc....
I says...not a chance you pitch this option to a mom or dad and he agrees to that.  Must be the 18 to 22 year old sales pitch. lol.
SOOOO there obviously is some chatter on the forums since the cut off date at the end of June for the unlimited data plans....scam....not a scam....scam....not a scam.  Grandfather only means this / Grandfather only means that ....
Its just kind of disappointing.  Like make it one way or another.  Gray area just makes it shady.  Also, would be nice to see a carrier honor their word.  Huge for PR considering the way word spreads via Social Media these days but these Mobile giants continue to not give >Profanity deleted< 
Last effort....I'm going to call Verizon to complain and see where that gets me.  Will come back to give an update however I think we all know where this one is going . . .  (lolz).
UPDATE:
Yup...just Verizon flexing there muscles.  If you want to keep an unlimited data plan and not have a heart attack streaming Pandora or the YouTubes not connected to the WiFi then pay retail....if not then have fun with AT&T or T-Mobez.
Amen.
Message was edited by: Verizon Moderator