Verizon.com
Queja 124901 Detalles

this is how it started, this is what the conversation I had with the online rep. Multiple times she says a Upgrade FEE. When I mention I would report t his to BBB and Consumer Protection the tone went into its not a upgrade fee it's a line fee. Then when I talked with her in reason she went back stating it's an upgrade fee that if I wanted to avoid it I can buy phone at full price. So if it was a line fee as both tried to sway it that the device is free but it's a line fee then paying full price for the device should not avoid the $30 fee. It's like talking in circles. Then the last Email says the same but then tries to give a case and charger, my pick, free to calm me down but still give me a $30. upgrade FEE. Then try to give me a FREE phone with the same phone I have that stinks.
SO they advertize a FREE UPGRADE. They use the term FREE UPGRADE over and over. When pressed on issue then its call a "FEE THATS TIDE TO THE LINE." Then in the same breath they justify it by saying the money goes for workers to keep up to date with tech and stuff and goes back calling it a "FREE UPGRADE" because if you look at your bill there is a "LINE CHARGE" already. If it's a Line Charge there is a charge on the bill that is called a monthly access charge. And if it's a Line charge how is a FEE that ties into the LINE, suppose to send people to school, called a UPGRADE FEE that's tied into the line. It's a complete circle. So in my eyes, they advertise FREE UPGRADES when it's not free. When pressed they call it something else, that there is a charge for, so then it's a double charge. "THATS WHAT I READ" is me I dont know why that came up as my name.




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From: [email protected]
To: [email protected]
Subject: Transcript of your chat
Date: Wed, 30 May 2012 22:01:16 -0400





General Info



Chat start time

May 30, 2012 9:20:33 PM EST



Chat end time

May 30, 2012 9:59:28 PM EST



Duration (actual chatting time)

00:38:55



Operator

Gina Lynne






Chat Transcript



info: Please hold for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience.
info: You are now chatting with 'Gina Lynne'
Gina Lynne: Hello my name is Gina Lynne! It would be my pleasure to assist you in ordering a new line or upgrade to. Can I have your first name please?
Gina Lynne: I haven't heard from you in a while. Would you like to continue chatting?
thats what i read: hi i am looking to up grade to the barrage...my name is Scott....i am looking for a phone that has NO data plan does this phone suit my needs
Gina Lynne: I just want to advice you that on 4/22/12 Verizon Wireless implemented a $30 upgrade fee for existing customers purchasing new mobile equipment at a discounted price with a two-year contract. This fee will help us continue to provide customers with the level of service and support they have come to expect which includes Wireless Workshops, online educational tools, and consultations with experts who provide advice and guidance on devices that are more sophisticated than ever. This fee is not able to be wavied in any way.
thats what i read: so you r telling me that with any up grade i will b charged 30 dollars
Gina Lynne: Yes but to justify this cost we have lowered the cost of our phones.
thats what i read: how is anything justified
thats what i read: you advertise a FREE upgrade but yet there is a THIRTY DOLLAR UPGRADE FEE
Gina Lynne: The Motorola Barrage is normally $199.99 but you are getting it for $30 so you are saving over $100.
thats what i read: Full Retail Price $299.99 2-Year Contract $249.99 Online Discount -$50.00 Promo Discount -$199.99 PRICE FREE
Gina Lynne: Correct.
Gina Lynne: But with the upgrade cost its $30.
thats what i read: well you just said it NORMALY 199.99 i read 299.99
Gina Lynne: The online discount it taken right off so the price you normally pay online is $199.99
thats what i read: Does the BBB know that Verizon Advertise FREE upgrades and they hit you with a 30. upgrade fee
Gina Lynne: The phone it self is free. The fee is tied to the line.
thats what i read: Does the CPA know that verizon has FREE upgrades now With a 2 year CONTRACT and then HIDE behind A fee for upgrading that phone and calling it that its tied int "THE LINE"
Gina Lynne: We advise national.
Gina Lynne: Can I ask you what CPA stands for?
thats what i read: $30 upgrade fee oes not say anything with the LINE
thats what i read: if its tide into the line why is it called an upgrade fee
thats what i read: i was really wanted this phone i just have ligit questions I am NOT here to give you a hard time
Gina Lynne: The introduction of the upgrade fee did not change the Verizon Wireless Customer Agreement.
Gina Lynne: This fee is not related to your contract. It is effective 04/22/2012 and only applies if you decide to take advantage of a future discounted upgrade
thats what i read: I have and my wifes family been with Vrizon for a long time
thats what i read: but how does that wwant me to stay I can not even understand the bill as is and it keeps going up up up
thats what i read: between wireless home internet and tv
Gina Lynne: Its a one time fee and will not affect your bill.
thats what i read: its seems a little much to charge such a fee for the people that been with you for a long time and new people dont have to pay
Gina Lynne: They pay start up fees and activation fees.
Gina Lynne: Which are $35.
thats what i read: i think its backwards the people who stay should get awards and people coming on should get wacked
thats what i read: i know its one time...thats ok how can this be right when every dollar counts an thirty EXTRA dallars is two boxs of diapers its not JUST 30 dollars its alot to some its alot because its EXTRA
Gina Lynne: If you want to avoid the fee you can buy the phone for $299.99. Those are your 2 options.
thats what i read: know there is a third I can go two another provider
thats what i read: oopps not 'know' i ment no
thats what i read: to
Gina Lynne: If you wanted to do that, you would be paying at least $35 per line for activation fees with another carrier. I don't know about you, but that sounds much less appealing than saving $300 on a new phone.
thats what i read: even working there can you really think that this is right and you dont have to answer and put it down...but do you think its right another fee or its another tax or another something else its hard enough to make ends meet now its another thirty dollars
thats what i read: and at no cost it cant be waved
thats what i read: oops i dont know were that first part came from sorry
Gina Lynne: You may be able to bill to account. Lets see if you can.
thats what i read: it keeps coming up i am not putting that there sorry
Gina Lynne: Its ok about the name its no big deal.
thats what i read: i dont know y "thats what i read" keeps coming up
thats what i read: please ignor it its not me ok i swear
Gina Lynne: I know its really ok.
thats what i read: .
thats what i read: hmmm i cant get rid of it
Gina Lynne: Its fine. Lets get back to talking about this order ok?
thats what i read: ok
Gina Lynne: Why not see if you can bill that $30 to your account?
thats what i read: i know...i hear ya....its still 30...if i pay now or l8r i still pay
thats what i read: its nice of u to offer
Gina Lynne: Correct but if you do it later the phone may not be free.
thats what i read: no i ment now up front or on my next bill
Gina Lynne: Yes.
Gina Lynne: No matter what you are going to pay that fee.
Gina Lynne: Unless you buy the phone at full retail.
thats what i read: i have to sleep on this i have to look into this...it just seems odd...I know its not you as per say...it does not sit well
Gina Lynne: I can understand.
thats what i read: i would think by paying your bill on time never causing trouble be a dedicated cust I would get less
thats what i read: like car ins or something
thats what i read: not if you do the right thing you pay more
thats what i read: i appreciate your time and your understanding
thats what i read: good night
thats what i read: :(
Gina Lynne: Is there anything else that I can assist you with today?
thats what i read: no thank you
Gina Lynne: Thank you for visiting Verizon Wireless, I look forward to speaking with you again. Have a great evening!
thats what i read: you too
info: Thank you for chatting with us, visit our Online Workshops to learn more about your devices. Click "End Chat" to tell us how we did today via our survey.



From: Verizon Wireless Executive Relations <[email protected]>
To: [email protected]
Date: June 11, 2012 1:18:26 PM EDT
Subject: Re:RE: Verizon Wireless (CASE1290224)



June 11, 2012



Scott Klein







Case Number: 9068337





Dear Mr. Klein:



This letter is in reference to your recent correspondence to the Better Business Bureau and your response to Verizon Wireless via email received on June 7, 2012. In your complaint you explained Verizon Wireless advertized a free upgrade; however we charge a $30.00 upgrade fee. You requested to provide the Better Business Bureau with a transcript of a conversation with a Verizon Wireless employee in which the reason for the upgrade fee changed when you advised you would escalate your complaint to them. You are requesting Verizon Wireless provide you with the free upgrade to the Motorola Barrage.



Verizon Wireless reached out to you to discuss your complaint; however, you chose to respond via email on June 7, 2012. In your email, you further clarified your dissatisfaction with our marketing and advertizing practices. You explained how difficult times were for you at this time and how unfair you felt it was to charge an additional fee for upgrading.



We appreciate your business and understand that no one is excited to hear the word fee, but devices have become more advanced and have evolved to mini computers. We have kept our upgrade fee low and our two largest competitors' upgrade and activation fees are higher than Verizon Wireless' comparable charges. Verizon has the largest high-speed wireless network in America which means you get connections from a network you can trust.

The upgrade fee applies to all device purchases where you receive discounted pricing. It allows us to provide everyone with a high level of support from the time they upgrade throughout the life of the device. Even our basic phones have advanced features (i.e. applications, media, navigation, web browser, picture and video messaging) where customers benefit from the many resources and tools available.



This fee will help us continue to provide customers with the level of service and support they have come to expect which includes Wireless Workshops, online educational tools, and consultations with experts who provide advice and guidance on devices that are more sophisticated than ever.

(ME: so right here we send them to school under the UPGRADE FEE name. How is this possible. The last I Knew was, a job sends you to a school or you have the choice to pay for a school on your own. Now if you want to raise the prices of your product to cover charges then fine do so as please. But, when you ADVERTIZE FREE UPGRADE because your 2yr contract is up then its FREE Not ok the phone is FREE but we will charge you $30 for a UPGRADE FEE. I put this in now to explain not in original document)


We understand you may not choose to take advantage of some of these services; however we highly encourage you to utilize them to get the most out of your device. The upgrade fee helps us continue to provide the support needed whether you use it today or in the future. While the upgrade fee is not unique to Verizon Wireless, most devices can be traded in with our green friendly trade-in program at www.verizonwireless.com/tradein as a way to save money or potentially offset the fee completely.



Verizon Wireless appreciates the feedback you have provided. We strive to create an environment where our customers feel comfortable discussing their issues. We will continue to use customer feedback as a primary proponent for policy and procedural change.



The Motorola Barrage is currently out of stock; however, in the interest of customer satisfaction, Verizon Wireless would like to provide you with the ability to upgrade your device to an LG Revere or an LG Cosmos 2 in exchange for a new two year agreement. The equipment cost for each device will be discounted to $0.00. While the upgrade fee of $30.00 will apply, we will be glad to provide you with a free car charger or case with your equipment upgrade.

ME:(Here it is again, in plain English. You get an upgrade for free, but we will charge you a upgrade FEE. Everyone that has this company knows when the two year contract is up and you log into your account it states " Your available for a FREE upgrade with a two year renewal contract" How is this legal. How are people standing for this. By the way I have one of these phones already so you are going to give me a upgrade of the phone I have. Again this is not in the orig transcript the part in parentheses)



This offer will remain valid for 30 days from the date of this letter. You may respond to me via email if you would like to accept my offer. If you have any further questions regarding this matter please feel free to contact me directly at 910-794-6262. If you have any other concerns, Customer Service can be reached at 800-922-0204.





Sincerely,







Katherine Harrison

Executive Correspondent, Customer Satisfaction