My Upgrade Nightmare- Or, How the 20 Month Upgrade & NE2 Completely Stumps VZW Reps & CS (Part 1)...
Ok, FINALLY got my upgrade phone on Saturday... its a good performer, I think I made the right choice. And I got a *great* price on it... free. So it was good in the end.
Unfortunately, getting it was a WAR, thanks to some VZW reps and CS personnel who weren't up on policy. This is that story. đĸ
Before I go on, I gotta say this was real surprisin' to me, as I haven't had any beefs with CS 'til now. They've almost always been very good when I call 'em. đ˛
Anyhow, on to the saga...
As of at least Friday, I was eligible to get a phone upgrade, thanks to a nice policy change VZW made on June 1, that says all folks on 2-year contracts can now upgrade after 20 months, instead of 22. Made me happy to hear 'bout this, as my Nok...
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Unfortunately, getting it was a WAR, thanks to some VZW reps and CS personnel who weren't up on policy. This is that story. đĸ
Before I go on, I gotta say this was real surprisin' to me, as I haven't had any beefs with CS 'til now. They've almost always been very good when I call 'em. đ˛
Anyhow, on to the saga...
As of at least Friday, I was eligible to get a phone upgrade, thanks to a nice policy change VZW made on June 1, that says all folks on 2-year contracts can now upgrade after 20 months, instead of 22. Made me happy to hear 'bout this, as my Nok...
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--Continued from Part 1--
After picking my jaw up off the ground, I said, are you SURE? Because everyone else is telling me I'm crazy. He says, yeah, the policy changed recently, used to be 22 months but now its 20, and the NE2 is changed to 20 months too. During this, another rep in earshot kind of nods his head. I ask, okay, what's the amount of my NE2. He looks it up in the system and says, "$100."
I practically want to hug the guy. I tell him some of the s*** I've been through, and ask him how the reps at this store can know their s***, yet the reps at the other store and the guy at CS can suck so bad. He says everyone at this store prides themselves for being up on the MMP (M-something, and Methods and Procedures?).
I...
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After picking my jaw up off the ground, I said, are you SURE? Because everyone else is telling me I'm crazy. He says, yeah, the policy changed recently, used to be 22 months but now its 20, and the NE2 is changed to 20 months too. During this, another rep in earshot kind of nods his head. I ask, okay, what's the amount of my NE2. He looks it up in the system and says, "$100."
I practically want to hug the guy. I tell him some of the s*** I've been through, and ask him how the reps at this store can know their s***, yet the reps at the other store and the guy at CS can suck so bad. He says everyone at this store prides themselves for being up on the MMP (M-something, and Methods and Procedures?).
I...
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M&P, Methods and Procedures. Essentially the written law/rules for all things VZW. There's one for every possible product, service, and procedure offered by VZW.
Like you said, it really goes to show you how many reps read their emails or M&P's, and just make stuff up off the top of their heads.
It's is true that the computers and systems still show the 22 month date as they have not been updated yet.
Glad to hear it worked out in the end though.
Like you said, it really goes to show you how many reps read their emails or M&P's, and just make stuff up off the top of their heads.
It's is true that the computers and systems still show the 22 month date as they have not been updated yet.
Glad to hear it worked out in the end though.
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I'm really sorry about that. That's strange how people at the store argue with customers about something that would actually be in their interest to do. If you are going to get the commission, why argue with the customer or customer service?
This problem should go away soon. Sorry you had to deal with it. Everyone in customer service is taught how one bad customer service experience can ruin everything. Gotta have the network,and the customer service.
This problem should go away soon. Sorry you had to deal with it. Everyone in customer service is taught how one bad customer service experience can ruin everything. Gotta have the network,and the customer service.
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vz_wireless said:
M&P, Methods and Procedures. Essentially the written law/rules for all things VZW. There's one for every possible product, service, and procedure offered by VZW.
Like you said, it really goes to show you how many reps read their emails or M&P's, and just make stuff up off the top of their heads.
Yeah, its kinda sad when a customer knows more about policy than some of the reps. Perhaps I should ring myself up too? S***.
It worked out in the end, but man, what... a... chore. âšī¸
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If you complained enough in the first place, they might have given it to you. If you bitch enough, you can get anything, regardless of policy or not. (within reason)
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âšī¸ Sorry to hear that it took that long to get your upgrade, it's unbelievable that there are still reps who don't know about NE2 after 20 mos. I seem to recall that we VZW employees, at a minumum, email notification(s) prior to the policy change.
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ok so like when does VZW plan on updating all of the computers so that some of the clueless reps know what they are talking about????
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I think the problem is that the policy change is kind of unofficial at this point. They maybe "silently" announced it at this point. As an Indirect I haven't heard one word about it from Verizon. Not even that they are doing it and we aren't allowed. I think until they change all the dates and make a big official announcement it'll be this way.
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Don't know if you saw but as of today indirects are now allowed to do the early upgrades to.
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Yep, I got the email this morning. I actually already did my first one. It was a little bit of a hassle getting the NE2 date changed though. I guess some people never will get up on policy.
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duckbutter said:
Don't know if you saw but as of today indirects are now allowed to do the early upgrades too.
That's cool. If the indirects are up on policy and the corporate reps aren't, they might lose a lot of commissions to the indirects, thus giving them an incentive to be on top of things. đ
But who knows? Maybe the indirects will be just as bad. At least customers will have more stores to choose from when they do 20 month upgrades/NE2s... SOMEONE will know what's up.
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Is Best Buy considered an indirect? I'm at 21 months right now and want to get a W385. Best Buy has them for free (if they were not sold out that is) and Verizon has them for $70.
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Payback said:
Is Best Buy considered an indirect? I'm at 21 months right now and want to get a W385. Best Buy has them for free (if they were not sold out that is) and Verizon has them for $70.
I honestly don't know. I would think so. And as of 7/16, indirects can do the 20 month upgrades/NE2s. However... whether or not the indirect rep you deal with knows he can do that is another matter entirely, eh? I mean, it took me awhile to find a VZW Store rep who knew. đ
But to confirm that Best Buy is considered an indirect, I've re-titled the subject. Hopefully some knowledgeable reps and/or CSRs will reply.
Is the Best Buy W385 deal only for new activations? Read up on the fine print, j...
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Thanks for the help. There's a Best Buy just down the street from where I work so I think I might head over there today to see if they have any more in stock yet and to see if they know anything about the 20 upgrade.
There is a July/August Best Buy ad that is specifically for wireless phones and there is a two page spread about "Free Upgrades". The fine print says that if you extend your contract with your current carrier through Best Buy, you get one of the phones on that page for free. The W385 is one of them.
Of course the ad from this Sunday's paper listed it at $19.95 for a 2 year upgrade. I'll post my findings when I get back.
There is a July/August Best Buy ad that is specifically for wireless phones and there is a two page spread about "Free Upgrades". The fine print says that if you extend your contract with your current carrier through Best Buy, you get one of the phones on that page for free. The W385 is one of them.
Of course the ad from this Sunday's paper listed it at $19.95 for a 2 year upgrade. I'll post my findings when I get back.
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Payback said:
Thanks for the help. There's a Best Buy just down the street from where I work so I think I might head over there today to see if they have any more in stock yet and to see if they know anything about the 20 upgrade.
There is a July/August Best Buy ad that is specifically for wireless phones and there is a two page spread about "Free Upgrades". The fine print says that if you extend your contract with your current carrier through Best Buy, you get one of the phones on that page for free. The W385 is one of them.
Of course the ad from this Sunday's paper listed it at $19.95 for a 2 year upgrade. I'll post my findings when I get back.
Someone posted that Best Buy might not be consid...
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Thanks for the info. I'm the second line on a family plan so I don't get the NE2 anyway. I just want the sale price.
I went over to Best Buy and they confirmed that it is free if you extend your contract through them. They have one left and they are holding it for me. I have an out of state number and they cannot do anything unless I have a local number. We were going to update our numbers anyway so I'll go back after work and pick it up.
I went over to Best Buy and they confirmed that it is free if you extend your contract through them. They have one left and they are holding it for me. I have an out of state number and they cannot do anything unless I have a local number. We were going to update our numbers anyway so I'll go back after work and pick it up.
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Mission accomplished. At first the Best Buy rep denied my upgrade because I was at 21 months. I asked her to call Verizon and verify my eligibility. She called them, handed me the phone, and after the rep verified my info she put me on hold to have my account updated. Next the Best Buy rep pulled up my account again and it reflected the new date of last month (20 months).
I left with my free W385.
I left with my free W385.
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Payback said:
Mission accomplished. At first the Best Buy rep denied my upgrade because I was at 21 months. I asked her to call Verizon and verify my eligibility. She called them, handed me the phone, and after the rep verified my info she put me on hold to have my account updated. Next the Best Buy rep pulled up my account again and it reflected the new date of last month (20 months).
I left with my free W385.
NICELY done! Glad you didn't have to jump through as many hoops as I did, even though the Best Buy rep didn't believe you at first.
I swear, this 20 month upgrade/NE2 policy change is one of the worst-implemented things I've ever seen Verizon do. đĄ
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I agree that it was poorly implemented, but I'm happy to go through what to get the upgrade earlier and to get it for free. I could have easily upgraded at the Verizon store and had the phone shipped, but it would have cost me $70. I walked out of Best Buy without paying a penny. đ
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Just a short note and question.
Your patience and perseverence is the way I'd do it. Polite and patient. The fact that you had to make a career of what should have been a 15 minute transaction clearly shows need for improvement at the CS level. Amazing.
If things were easier, clearer and more straight forward, customers would adopt new features (if they could figure out how much, and what they do) more frequently, and use their phones to the company's $$$ benefit.
VZW management should observe such an event. It seems to me when I go in a store, there are several folks who know their stuff, and many who act like "new hires"....
How does the new phone work in sunlight? I was thinking about getting the u540 for a family member.
Thanks...
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Your patience and perseverence is the way I'd do it. Polite and patient. The fact that you had to make a career of what should have been a 15 minute transaction clearly shows need for improvement at the CS level. Amazing.
If things were easier, clearer and more straight forward, customers would adopt new features (if they could figure out how much, and what they do) more frequently, and use their phones to the company's $$$ benefit.
VZW management should observe such an event. It seems to me when I go in a store, there are several folks who know their stuff, and many who act like "new hires"....
How does the new phone work in sunlight? I was thinking about getting the u540 for a family member.
Thanks...
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CaptJeff said:
Just a short note and question.
Your patience and perseverence is the way I'd do it. Polite and patient. The fact that you had to make a career of what should have been a 15 minute transaction clearly shows need for improvement at the CS level. Amazing.
If things were easier, clearer and more straight forward, customers would adopt new features (if they could figure out how much, and what they do) more frequently, and use their phones to the company's $$$ benefit.
VZW management should observe such an event. It seems to me when I go in a store, there are several folks who know their stuff, and many who act like "new hires"....
You ain't wrong, mister. đŗ
How does the new...
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I'm sorry about CS telling you that incorrect information. I'm glad that you finally got that resolved. You want to know what's really dumb? There's a little button you can click on that'll show the NE2 discount ($50.00 or $100.00). Idiot rep.
I'm very big on my M&Ps, I wish people would actually read those, there is very good information in there, but people are very lazy. I'm very glad about the upgrade date change but still people are wanting it even earlier than that, there's never any pleasing any people these days.
I'm very big on my M&Ps, I wish people would actually read those, there is very good information in there, but people are very lazy. I'm very glad about the upgrade date change but still people are wanting it even earlier than that, there's never any pleasing any people these days.
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dalily21 said:
I'm very big on my M&Ps, I wish people would actually read those, there is very good information in there, but people are very lazy. I'm very glad about the upgrade date change but still people are wanting it even earlier than that, there's never any pleasing any people these days.
Yeah, I'm sure being a CSR isn't easy. I had some friends who did CS for Sony, they had some interesting stories to tell about havin' to deal with the occasional rage-fueled customer. đ˛
I respect CS people in general, 'cuz they take so much crap, but if they're tellin' customers the wrong thing, ugh, there's not too many excuses there. âšī¸
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Shock man I'm really sorry to hear you went through that madness for some reps you don't seem to pay attention. And believe me there are alot of those that are in my center as there are in any call center and they just don't get it. Yes the new every two is 20 months too. that wouldn't even make since to make it not. I mean what competent person would think that? đ Its been that way for over a month and to answer your question yes they sent us MULTIPLE emails and updates that the policy was changing before it even happened. And still people don't know. I can only blame that on the reps themselves for not paying attention. Because me as a csr vzw came me the proper resources and notification in time to know about the new policy. And...
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I wasn't told about it or didn't receive any emails about it until 2 days after it started. Not everyone got the memo on time (or early). But, by now everyone should've...
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well i apologize then. I'm just speaking from the call centers in the Midwest because they are sent area wide on a distribution list so i know they all got the emails same time i did. But you absolutely right, by now, everyone should know about it. my bad đ
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vzwjeff said:...
Shock man I'm really sorry to hear you went through that madness for some reps you don't seem to pay attention. And believe me there are alot of those that are in my center as there are in any call center and they just don't get it. Yes the new every two is 20 months too. that wouldn't even make since to make it not. I mean what competent person would think that? đ Its been that way for over a month and to answer your question yes they sent us MULTIPLE emails and updates that the policy was changing before it even happened. And still people don't know. I can only blame that on the reps themselves for not paying attention. Because me as a csr vzw came me the proper resources and notification in time
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Good deal man. đ Glad it all worked out in the end for you. But in the end you said it exactly right, the rep SHOULD know the policy and do the right thing but like any other company there are always a couple of loose ends. And congrats to the rep who finally helped you. And if you need any help in the future I'd be more than happy to help đ
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SystemShock said:...
Ok, FINALLY got my upgrade phone on Saturday... its a good performer, I think I made the right choice. And I got a *great* price on it... free. So it was good in the end.
Unfortunately, getting it was a WAR, thanks to some VZW reps and CS personnel who weren't up on policy. This is that story. đĸ
Before I go on, I gotta say this was real surprisin' to me, as I haven't had any beefs with CS 'til now. They've almost always been very good when I call 'em. đ˛
Anyhow, on to the saga...
As of at least Friday, I was eligible to get a phone upgrade, thanks to a nice policy change VZW made on June 1, that says all folks on 2-year contracts can now upgrade after 20 months, instead of 22. Made
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i really have had HORRIBLE experiences with in store CS i never ever deal with them when i go in to look at a phone i just say no thanks i dont need help
actually the best service i got in person was at a circuit city location
i prefer handling things online
how come you didnt do the upgrade online? there are also 50 dollar discounts through the web and they are pretty quick about getting you a new phone
actually the best service i got in person was at a circuit city location
i prefer handling things online
how come you didnt do the upgrade online? there are also 50 dollar discounts through the web and they are pretty quick about getting you a new phone
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Cellenator said:
It needed to be said đ¤Ŗ
So? I did your mom and your kid sister.
It needed to be said. đ
Don't like a post? Don't read it. It's not too difficult.
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Sorry about that. But, sometimes, a dumb comment deserves only a dumb answer.
*shrug*
*shrug*
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SystemShock said:Cellenator said:
It needed to be said đ¤Ŗ
So? I did your mom and your kid sister.
It needed to be said. đ
Don't like a post? Don't read it. It's not too difficult.
Great minds think alike!!
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I'm sorry to hear about the hassle but I'm glad to hear it worked out. I fear I will encounter similar problems.
I am on a family plan with my finance and she has the primary line. We are now over 20 months and went into the local store over the weekend to upgrade her phone (she got a new Chocolate). I want the W385 but they were out of stock. Best Buy has it for free when you renew your contract for 2 years vs. $70 at the Verizon store.
Is Best Buy able to honor the 20 month upgrade change? If I go to a Verizon store with the Best Buy ad, will they price match?
Thanks,
John
I am on a family plan with my finance and she has the primary line. We are now over 20 months and went into the local store over the weekend to upgrade her phone (she got a new Chocolate). I want the W385 but they were out of stock. Best Buy has it for free when you renew your contract for 2 years vs. $70 at the Verizon store.
Is Best Buy able to honor the 20 month upgrade change? If I go to a Verizon store with the Best Buy ad, will they price match?
Thanks,
John
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I don't know if Best Buy is considered an indirect agent, but until VZW makes it totally official, indirects can't honor it. So I don't think you can get it at Best Buy. If you take it in, they might price match, but I don't know how much good that'll do you if the phone is out of stock. đ
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Indirects can now do the 20 month upgrade. I don't they Best Buy is considered an Indirect though. They are a retail partner or something. I don't even think they can do NE2. They basically focus on new acts.
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Coming from somebody who sells phone daily, make sure you show how happy you are with the rep who finally helped you out and give him y our future business, send your fam and friends to HIM not just that store, its much appreciated.
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wfine81 said:
Coming from somebody who sells phone daily, make sure you show how happy you are with the rep who finally helped you out and give him y our future business, send your fam and friends to HIM not just that store, its much appreciated.
I fully intend to. In fact, I already filled out the VZW online customer satisfaction survey, and mentioned the good rep by name and gave him much props. đ
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