Not taking advantage of promo pricing at the point of sale..
I recently resigned my position at Verizon Wireless. Around Easter, I got a phone for my younger sister. I wasn't sure exactly how she would take care of it, so I used one of the many old phones I had to start her service instead of taking advantage of promotional pricing on a new phone. Last week I decided to get her an upgrade because she’s done well with the one we initially started service with. When I called to upgrade, I expected to be able to take advantage of promo pricing because I had not at the point of sale. Instead, the rep I was working with (from the Alabama call center) told me that because I did not take advantage at the point of sale, I waiverd(
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Instead, the rep I was working with (from the Alabama call center) told me that because I did not take advantage at the point of sale, I waiverd (exact terminology) my rights to upgrade until 2 months before that lines one year contract was up. I asked how long that policy had been in existence and her reply was forever. When I was an employee, just a couple short months ago, that was not the case. To make a long story short, I did request to speak with a supervisor and after going back and forth for about 45 min, I finally got to upgrade that line of service. I mentioned this to one of my friends in BSC, and he said that he has never heard of such a policy. The supervisor said he had an M&P on it and that it was listed in my customer agreem...
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this is the way that we work this policy, although you make a good point i don't know nor have i ever heard a final answer for this...i'm gonna ask around... if you find anything let us know
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That would be great, thank you. My argument was that the whole reason we do not allow customers to upgrade prior to their upgrade date is because we are "making our money back on the phone". The customer is in contract with their phone. I started a contract with only a price plan and was asking to upgrade to a 2 year contract with a new phone. When I got a call such as this while working for Verizon Wireless, I processed the upgrade. If there was a problem processing the upgrade due to all of the new policies on upgrades, I would talk with a sup and they would process the upgrade. There were never any questions asked. If this is the case, they need to actually educate the reps and include this policy in the customer agreement. The telesales ...
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The representative you spoke to and the one above are incorrect. I apologize for any inconvenience. You will be required to sign a new contract to receive the promotional pricing HOWEVER you are eligible. Problem is that the billing system automatically places an upgrade eligibility date into a field and most reps see it and assume it is accurate. I would too until a customer made the point that the equipment was brought in. This can be verified in the account by going back to the start date (I am telling you this in case any other reps are reading this and need to know where to look). Sorry again for the miscommunication and enjoy your new phone!
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yeah don't just check the mobile number history cross reference the contract start date with the serial number history and you would be able to see that the phone was on a different account before the start of the current one. You would need to sign another contract however.
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When I worked with Verizon myself, we were told it was based on how long you had the current phone for upgrade.
*shrugs* But the policies were also changing almost constantly..so..
*shrugs* But the policies were also changing almost constantly..so..
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