He is also a merits customer so the fee wouldn't apply anyway

oh that isn't true. the fee applies to everybody. merit customers don't get free esn changes. only phone book transfers and free shipping. along with the 25% off acc. but no free esn changes in store with merit

Sorry, you're still wrong, at least as far as west area policy is concerned.

So when the phone arrives the ESN is already set to the primary line, correct? But the old phone on the line stays active until the new phone is "activated"?

So we could just have the ESN on the new phone changed to the second line right up front, without losing service on the old phone and having it re-activated on the primary line?

Thanks!

don731 said:
So when the phone arrives the ESN is already set to the primary line, correct? But the old phone on the line stays active until the new phone is "activated" Yes

So we could just have the ESN on the new phone changed to the second line right up front, without losing service on the old phone and having it re-activated on the primary line?No

When you order an upgrade it has to be activated on the line that was eligible for that upgrade. Agreeing to the contract changes the ESN on your line to the new phone automatically which deactivates your old phone. Once the contract extension is agreed to, you can do whatever you want with the phone.

I had a customer tell me that the Verizon Wireless store said they could not switch who is using which phone on the account. I said that would be like the cable company telling you that you can't put a 31 inch TV in your bedroom. Sure you can switch who is using which phone. They are your phones.

As far as what this customer is saying...I am not real sure what they are exactly wanting, but if they have a line that is eligible for an upgrade and another that is not, what would prevent them from upgrading that line that is eligible and then using that phone on another line? The only thing I would think is if the current phone is non-gps. Then once that ESN is removed and the upgraded one is put in its place, that old phone cannot be ...
(continues)

No, you are correct. You can switch ESN's around as you please, but the issue comes after you receive the phone. If you upgrade your phone and receive it in the mail, you have to call into an IVR system to activate the phone and the phone will auto-populate to the line the redeemed the upgrade. If you want to use that ESN on a different line, once you have accepted the T&C through the IVR, you can either call CS and pay the $20 to have the swapped or your can do the change online for free. Basically, it comes down to the point that you still have to activate a new phone on the line that redeemed the upgrade FIRST before you can swap the phone to any other line.

also, they may just be a little confused. they are supposed to wait until the next day to switch the phones around. they could have been told that and wanted it done right then and there. as far as corporate goes, it's not supposed to be done same day. and that's because they want the correct upgrade code to show in the system

You're right... I completely forgot to mention that. Thanks for the heads up! :-)

guess it's different in the northeast.

It is different in the NE. VIP/Merits customers do not get $20 processing fees waived.

north east area policy is 20pf for everybody

Well I can only speak for the NE region but merits customers do not get free ESN changes.

In my experience those customers are the ones who tend to want the ESN's changed the most, because of the situtations like the ones the origional posted presented.

It is so simple to do on line I do not understand why people do not just do i that way instead of fighting me about it in the store. They can argue and dispute it all they want but I am still not gonna waive the fee.

dam skippy. unless they're adding 3 new lines. lol