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Really bad service around Edge offer and why I am likely leaving

Miembro

This post is just me venting and giving my feedback to Verizon on something I feel was handled really poorly.  Last May I switched my entire family off Iphones for Androids (5 phones) and it has been a disaster.  We have tons of group texting issues, screens going black and app problems.  i feel like I am in constant support mode for my three kids doing soft resets just to keep them working.  I called Verizon seeking help, knowing we were out of cycle for an upgrade, but I just wanted to understand my options for getting back to Iphones.  The rep told me about the Edge program where we could switch to the latest Iphones and effectively pay an extra $2 a month after reducing the line access fee by $25.  I was very excited about this, but wanted to talk with the family to make sure I knew which phones/ colors they all wanted.  The rep promised to call me back that night at 7:30 to complete the action.  I talked it through with them and they were all very excited. I didn't get a call that night so I called back in the next morning.  I was informed that the rep had requested approval to get me on the early edge program and that I was not eligible.  I was told there was a reminder for that rep (Christina) to call me back at 3.  I was pretty confused as Edge was offered to me yesterday with none of this conversation about eligibility.  I decided to wait for a call back so that Christina could hopefully finish what she had offered.  Shockingly, I didn't get a call back so I called in at 4 and was told that I wasn't eligible for early edge even though the system showed I was an awesome customer with more than 4 years of never missing a $270 payment.  Because of this sterling record they offered to put one phone on edge for me.  Really?  You want me to go back to one of my three children and tell them they are the chosen one?  After much discussion and putting me on hold to talk to supervisors they informed me that this was all they could do.  I have now gotten my entire family really excited about going back to Iphones and have to tell them it isn't true.  I was a 0 for switching them, then I was the hero, now I am like -20.  Switching to another carrier is likely my cheapest option to fix this.

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Re: Really bad service around Edge offer and why I am likely leaving

Líder Sénior

You have 5 phones on 2 year contracts less than one year.  It is expected you should complete the contracts in order to upgrade to new phones.  

The phones are yours.  If they are faulty, you have the option to have them repaired or replaced under the one year warranty.

If you don't like the phones, you can replace them at your own expense.  Switching phones, on any carrier, means you buy a new phone at full price and sell the existing phone for what ever you can get for it. 


I Don't know why a CS associate would even try to get you out of 2 year contract less than a year in.  I've never heard of anyone getting out that early.  Even if they let you out early, the phones offered are usually limited to two android model phones.


SO, yes, your best option is to bail.  Plan on buying phones at full price, insured with AppleCare plus, direct from Apple so you can move carriers again at will.

Re: Really bad service around Edge offer and why I am likely leaving

Leader

Your cheapest option? Trying to save face with the family huh.

Best wishes at your new provider.

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Re: Really bad service around Edge offer and why I am likely leaving

Miembro

The edge program doesn't get you out of the contract. It allows you to

upgrade you phone early and spread the cost out over the plan while

offsetting it with reduced line access fees. I wasn't calling them to get

out of my 2 year contract and wasn't complaining about that. I was

complaining that they offered something then decided to not honor that

oferta.

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Re: Really bad service around Edge offer and why I am likely leaving

Leader

The rep made a mistake. Get over it. You still have the option to purchase the phones at full retail or a 3rd party such as www.swappa.com.  You won't have the option to finance them but at least you will have the

Phone you want.

Re: Really bad service around Edge offer and why I am likely leaving

Miembro

Edge is a really bad deal.  We were suckered into it a year ago, and now are trying to upgrade, but are going to have to pay a whole lot more to get any decent phone.  T-Mobile is offering a good buyout deal right now, we are probably going to take it.

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Re: Really bad service around Edge offer and why I am likely leaving

Leader

I hope you read the fine print regarding that "buyout" as well as plan information coverage etc. Besides, your not saving much from switching aside from having a few dollars for a couple of value meals for far less coverage.

Best wishes

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Re: Really bad service around Edge offer and why I am likely leaving

Líder Sénior

Part of the requirement of "Early Edge" is to turn in phones in good working order.  Which is questionable from your description.  

It was a mistake for the rep to offer without saying it needed approval, pending credit check, etc.

Its likely you would have to pay for both the old ohones and the new phones. 

-------------------

Someone recently posted how the "buy out" works.  You port your numbers and buy new phones with a new carrier. You have to payoff your current plan and provide proof of payoff and turn in your phones to get credit for early termination fees up to $$$ what ever they offer per line.

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Re: Really bad service around Edge offer and why I am likely leaving

Miembro

My credit score is over 800, I have 4 + years of on time payments with Verizon. The second rep even explained that Verizon does sometimes extend early edge to their best customers and if they did then I would definitely be in that category, but Verizon just isn't offering that right now. I was encouraged to call back monthly to check if that has changed. The rep explained the phone turn in program. The phones are perfect, they are just androids and have known android issues as I described in my first post. These problems are all things I can live with, but I was curious what my options were to go back to iPhones. I was considering buying old iPhones, but at $270 x 5 lines that is significant. The rep is the one who brought up edge, not me. Once she explained it, I was pretty excited and so were my kids. A world class service organization would back their reps mistakes when the consumer has this situation. In this case Verizon supervisors made an arbitrary decision to not honor their word and their offer that they made. That is the key point here.

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Re: Really bad service around Edge offer and why I am likely leaving

Líder Sénior

Edge is a no interest loan.  Any type of credit or financing would require a credit check anyway.  With that in mind, you could not have had any garantee from a CS rep, until your credit was run again.

I can't even confirm Verizon allows 5 edge loans, it was limited to 4 for a while. 

I also have an 800+ credit score, but Verizon assigns its own "score" based on how many devices on your plan, etc.

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