Why does Verizion care more about $30 than keeping customers?

My wireless contract is up on July 28, 2013. I went to the store to upgrade our phones and renew our contract. I received an email congratulating me on being such a great customer and I have worked hard to earn a free phone upgrade. I go to the store, pick out our phones, the agent takes an hour to program the new phones and then tells me that we owe $150.00. I ask why - he says it's the upgrade fee. The email I received didn't mention an upgrade fee, the sales person at the store never mentioned or advised us of a $30 fee for our free upgrade until after we picked out and he programmed our new phones. When I called customer service and asked the supervisor "Is it more important to Verizon to collect the $150 upgrade fee than to keep me as a customer and earn monthly revenue from my wireless and Fios contracts?" He gave a lame long winded response that started with "everyone else is doing it" and ended with yes. So I asked him again "Is it more important to Verizon to collect the $150 upgrade fee than to keep me as a customer and earn monthly revenue from my wireless and Fios contracts?" - He said " yes. It is more important to collect the fee than keep you as our customer." I think this says it all...Verizon cares more about cares charging it's customer's extra fees than keeping us as customers. And... Verizon...is "Everyone else charges" really a good reason for you to charge? Remember when you were young asking your mom to do something and saying "Please everyone else is doing it" or getting into trouble and saying "Everyone Else is doing it"...what was the response? The response was always.."What if everyone else were jumping off a bridge?" Maybe if your customer service and sales people were less rude and you gave your customers more value for their dollar instead of more crap your long time customers would be looking elsewhere. You want loyalty from your customers...you should try giving your customers a little bit of loyalty. I will be moving our business elsewhere.

Firstly, the upgrade fee has been around since April of last year. Sorry you didn't know about it, but frankly it's old news by now.
Secondly, Verizon is actually charging you LESS than any other carrier would for an upgrade. AT&T's upgrade fee is $36, and Sprint's is all kinds of messed up and involves some sort of extra activation fee. So I wouldn't get all upset over the upgrade fee if I were you since leaving the company will cost you much more over time than just sticking with 'em.
Thirdly, there's no real excuse for how that CSR acted towards you, imho no CSR should ever tell you that their company values money more than their customers. That in particular I would file a formal complaint against that rep specifically because that behavior is inexcusable

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