Always loved Verizon but I'm so disappointed in my recent customer service experience

[mracegirl72]

I tried to take advantage of an email offer they sent me too but a galaxy s7 and get one free. I have been a customer for over 10 years and this is the first time in considering leaving. I have 3 phone lines with them already but the only way I could take advantage of the deal was to add an unneeded phone line, only one phone could be for an existing line. I spoke to 3 different people and all amy of them could say was they were sorry and there wasn't anything they could do about it in their dept. I actually expected someone to email me in telly to my complaint, at least with another lame excuse. But nothing.

[naansalad · Accepted solution]

in order to get BOGO you have to have two lines eligible to upgrade or you can add a line ...if you were thinking you just going to get free phone without any line active that will not happen. If I am not wrong if you had read T&C for that promotion it had clearly stated that and you might want to check to verify.

[Jared2004]

I had 2 lines ready to upgrade so I got 2 new S7 Edge's...one for me & one for wife. Does that mean I can apply for rebate?

[naansalad]

yes only if you were offered that promotion .

[Valhallan]

At least one line must be a new line of service to take advantage of the promotion.

[Jared2004]

I did Verizon chat yesterday and they said that I would be eligible. See my scenario on #2. I printed the chat transcript & if they don't honor I will be upset. We'll see what happens when I submit request.

[naansalad]

you might want to check cause "would " sound like not sure...

either dial #UPG from device or check at myverizon or call to verify if you are ready for upgrade and that offer do apply for you before you get upset cause wrong info was given to you.

anything on chat I never had anyone said they got what was told ...:)

[Jared2004]

I just submitted and we'll see what happens.

[mygrls03]

I had 2 lines eligible for upgrade and there was NOTHING in the T&C that said I must activate a new line.  After I went to submit the rebate I'm told that I need to activate one new line to be eligible.  I have 4 active lines now, 2 eligible for upgrade but I don't qualify for the rebate.  It took the customer service rep 20 minutes to find where it says you need to activate at least one new line, she agreed it is misleading but couldn't do anything to help me

[Tidbits]

mygrls03 wrote:

I had 2 lines eligible for upgrade and there was NOTHING in the T&C that said I must activate a new line.  After I went to submit the rebate I'm told that I need to activate one new line to be eligible.  I have 4 active lines now, 2 eligible for upgrade but I don't qualify for the rebate.  It took the customer service rep 20 minutes to find where it says you need to activate at least one new line, she agreed it is misleading but couldn't do anything to help me

Samsung Galaxy S7 edge | Verizon Wireless

Scroll down until you see the advertising for the BOGO and click on learn how.

If you're an existing Verizon customer, you can upgrade one line and ADD A LINE TO YOUR ACCOUNT, OR JUST ADD TWO NEW LINES.

Then on the fine print it also says "Free phone of Equal or lesser value when you ACTIVATE A NEW LINE AND PURCHASE BOTH WITH MONTHLY DEVICE PAYMENTS.