Multi fru policy...how does it really work?
I've been through 3 KRZR's and VZW offered to replace the phone with a different make and model. First time I called they said it would be an LG 8700. Second time I called they said it would either be a brand new KRZR or LG 8350 and if I wanted something higher up I would pay the difference in retail price. Once the first rep told me 8700 I had my eyes on that phone so I want that one. But do I really have to pay $130 due to the difference in retail price? And does this reset my upgrade clock? I know its a new phone but it's a multi fru replacement.
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You have the option.
You can get something different that has the same retail price or less.....or pay the difference and get a higher priced phone.
This is how it works. 3 strikes gets out out of FRU's and into a brand new one, or pay the difference to get a better phone. I am not 100% sure if there is a change of upgrade eligibility
You can get something different that has the same retail price or less.....or pay the difference and get a higher priced phone.
This is how it works. 3 strikes gets out out of FRU's and into a brand new one, or pay the difference to get a better phone. I am not 100% sure if there is a change of upgrade eligibility
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do you work at VZW? Do you know if the 8700 is the normal replacement? Because the first rep actually looked it up and said yes. The second rep immediately said no because it is not same retail price. I'm just wondering if it's retail price of the phone from when I bought it or the current price.
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to ask one more question...can i go to any corp store or does it have to be one with techs? Because I have everything notated so I thought maybe a sales rep or cust svc rep can help me.
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You can go to any corp store. And it will reset your upgrade date. It's called FRU to new or something. Basically anytime you get a different phone like that they are going to reset your upgrade.
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NO!
That is completely INCORRECT! Fru to new is something completely different. You have to go to a store with technicians, and they will have the final say on the matter.
The matrix that has the replacements will determine what your new phone will be. You do not choose one of equal or lesser value.
Also, there is no such thing as this three strikes rule all of you people constantly go on and on about. Also, customer service does not have the authority to allow for a multi-fru, so when you bring it into the technical department they can reject it.
Customer service can't see the phone, and has no idea what the policy surrounding it is. Every issue has to be a manufacturer's defect (no insurance replacements or anything regard...
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That is completely INCORRECT! Fru to new is something completely different. You have to go to a store with technicians, and they will have the final say on the matter.
The matrix that has the replacements will determine what your new phone will be. You do not choose one of equal or lesser value.
Also, there is no such thing as this three strikes rule all of you people constantly go on and on about. Also, customer service does not have the authority to allow for a multi-fru, so when you bring it into the technical department they can reject it.
Customer service can't see the phone, and has no idea what the policy surrounding it is. Every issue has to be a manufacturer's defect (no insurance replacements or anything regard...
(continues)
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Also forgot another thing; it has to be in the original one year manufacturer's warranty. Even if you have insurance, if you go outside that one year warranty you're getting the same model.
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BloodiedWraith said:...
NO!
That is completely INCORRECT! Fru to new is something completely different. You have to go to a store with technicians, and they will have the final say on the matter.
The matrix that has the replacements will determine what your new phone will be. You do not choose one of equal or lesser value.
Also, there is no such thing as this three strikes rule all of you people constantly go on and on about. Also, customer service does not have the authority to allow for a multi-fru, so when you bring it into the technical department they can reject it.
Customer service can't see the phone, and has no idea what the policy surrounding it is. Every issue has to be a manufacturer's defect (no
(continues)
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yep it will reset your NE2. Really it all depends on the data rep you get as far as what phone you can get. They have a list of "acceptable" handsets that would be comparable so really I guess it's what they choose. So if they say you have to pay the difference, guess what? you have to pay the difference. it just depends on how hardcore the data rep is.
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It also depends on who you talk to. Some reps maybe dickheads and not allow you to switch phones, while others will take care of you to the fullest.
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chocolateman85006 said:
It also depends on who you talk to. Some reps maybe dickheads and not allow you to switch phones, while others will take care of you to the fullest.
Ya, they sacrifice major compliance issues, e-subsidy, handset discounting, risk of reprimand.
There is NO policy that states they can do that (allow you to switch phones like it was a WFG exchange but it's way beyond that time), so they risk a lot in doing so. It's not necessary to call them dickheads.
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tgoace said:chocolateman85006 said:
It also depends on who you talk to. Some reps maybe dickheads and not allow you to switch phones, while others will take care of you to the fullest.
Yeah, they sacrifice major compliance issues, e-subsidy, handset discounting, risk of reprimand.
There is NO policy that states they can do that (allow you to switch phones like it was a WFG exchange but it's way beyond that time), so they risk a lot in doing so. It's not necessary to call them dickheads.
Actually, when I was a VZW customer, they told me that they would; then they changed their mind over something that was THEIR fault. As far as calling them dickheads. If the...
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