it didnt extend for two years dummy it was a couple of months

VZWsalesman said:
it didnt extend for two years dummy it was a couple of months

haha you said dummy 🙂

You're example states that It's 2 years from the point of change, regardless of the difference of what the current contract is no one should ever have their contract extended 2 years from the day they change their pp.

If they started service in Jan 04 and signed a 2 year contract(because they a bought a phone) then their contract end date is jan 06; if they change their pp in april 04 it would not extend the contract (if it were to extend it would be one year from april 04, but since it's jan 06 well keep it as that).

You should talk to your manager to get facts straight. Don't start critisizing people for providing you w/ correct info.

Actually, if a customer is on a 2yr contract and he changes it within the first year, even if you select a 1 yr contract, it will extend by 2 years from that date. so, you are, in fact, wrong. With your example, it will not leave it at jan 6, it will change it to april 4, 06

You only extend the contract one year from the point of change. If that one year doesn't exceed current end date then nothing has changed. You should talk w/ your supervisor if your doing this then your messing up. I can't believe what I'm hearing.

You reps use a 2 year price plan code when doing a simple plan change?

Actually Schnoze I believe you are wrong...if a customer has a 2 year contract and accepts new promos within the first year of said service agreement it would then extend it 2 years from the date that it changed...under you example you make it seem that a customer can change promo 6 months into a 2 yr and only have a 1 yr ext...to put your example into numbers:

Cust signs up 1/1/04 for 2 yr serv agreement ending on 1/1/06, changes to new calling plan with new promos on 6/1/04 extending service agreement...new serv agreement end date 6/1/06 not 6/1/05...why would we make the new service agreement time frame less time than the original? Now if the customer has already finished 1 yr of a 2 yr serv agreement then yes it is only a 1 yr extensi...
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vzw, you are correct. schnoze is not. even if you attempt to use a 1yr price plan code and it does not go beyond the orignal contract end date, then it will extend 2yrs from that date. it would make no sense to us to offer a new promo and not get something out of it.

schnoze, perhaps you should check with another sup, because apparently your sup is giving you bad information

Jeez, sometimes I just get tired of being right...hehehe

this doesnt surprise me though. the notes i see and the calls i get, its not a wonder our customers are pissed off all the time. they get 4 different answers before they get to me and then i give them the right answer and they, of course, dont believe me.

I feel ya Baldy, and hopefully our information on this web site will help in resolving some of these issues...the more rep's we correct on here, the more customers get the correct info the first time! 1st Call Resolution Baby!!!

If a customer changes to a new promotion and has more than 1 year left on current contract, nothing changes. If the customer changes to a new promotion and has less than 1 year left on current agreement customer must extend for 1 year. This is fact. Look up the M&P.

thanks robbie

You guys need to get on the ball.

It's in Infomanager under Customer Agreements.

Here is the bottom line:

If a customer is completing a two year contract with more than one year remaining and wants a new plan with new promotion, you put him on a two year plan, and adjust his contract to the original end date. No extension.

If a customer is completing a two year contract with less than one year remaining and wants a new plan with new promotion you put him on a one year plan, and adjust the date to one year from today's date. Extension is one year from today's date.

If a customer is completing a one year contract, has less than a year remaining and would like a new plan with new promotion, you put him on a one year plan. Cont...
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thats the way I always understood it to be when I used to work for AWS.

wasn't sure if that changed since i left the wireless industry. todays posts were just all confusing.

Yeah thats what I thought.

The issue with most dealers in VZW is that when we do a rate plan change we have to put them on a 1 year or 2 year agreement.

Usually when I put it in as a 2 year, the contract extension does goes through. I think that is due to e*roes. I am unable to alter any form of contract dates of any kind or roll them back.

If I change a rate plan w/in the promotions, no contract extensions go through. I wish I had I2K so I could do more.

In other words most agents don't work with the VZW big 4 simply cause we cannot do anything with it. I can't call in a contract rollback date either with CS.

thanks for backing me up kahuna

That may be true in your area, but that does not mean it is true in all areas. You know as well as I do that different regions have different policies.

In the region I am in, if a customer wants to change price plan with 12-24 months remaining on their agreement, they can have no extension by choosing a non-promo price plan. If the customer chooses a promotional pricing structure then there is a new 2 yr csa created. I don't care what title you give yourself, because I am a VZW CS rep and in our region CS is the Call-Reduction/Resolutions/Activations Support/Billing Questions department. We do it all. That and to verify I just looked up the M&P for the area I am in to make sure nothing has changed since last I read it. Checkout in infoman...
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If that's the case then that really stinks for customers.



So, if you're a customer living in the South, change your price plan over the phone w/ customer service 🤣 Does cust service send you a contract to sign?--> sounds like a hassle. Does cust service transfer the cust over to the esc ivr?-->that sounds like a hassle too.

So, if you're on a 0603 pp and you wanted to switch to an 0504 pp you have to extend for 2 more years? That stinks when you're only accepting unlmtd in as opposed to 1000. Do you guys proactively offer pp changes w/in inactive pricing? I would imagine a lot of cust's getting angry that they need to extend their contract for two years when doing a price plan change.


I don't know how it is in the south b...
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After I hit submit, I noticed the title of the Contract Extensions M&P says NATIONAL, meaning you have to follow the same rules I do. Go look it up. You have been doing things wrong if you are doing it the way you state.

I'm only a customer; but as far as I know and it makes sense to me, price plan (changes in minute allowed) changes do not require an actual signing of a new contract but rather it can be done over the phone and reaffirmed through the mail.

A price plan change alone does not require a new contract unless it the customer is taking advantage of some promotion. Once a promotion is being leveraged than a new contract kicks in. This again is done over the phone and reaffirmed through the mail.

I have an older regional plan that is actually better than the new ones. If I wanted some of the new promotions I would loose the old regional plan.

what some reps on here are saying is just stupid.

why would a promotion requiring a 1 year contract, renew the contract for 2 years?

IT DOESN'T!

if on the other hand the promo needs a 2 year contract, then by all means yes.

but 1 year needed and 2 year renewed is just very bad math and logic.

agreed

Think about it. A customer signs up with a 2 yr agreement and gets the 2 yr pricing on the phone. 6 months later they call in and want to change their price plan to a 1 yr csa so we should be changing them to a 1 yr contract? How much sense does that make to lose 6 months? Or how about they want to call in and change pprice plan structure to avoid roaming, or get more minutes for the money? So we should lose 6 months there also? No, their agreement would shift out by 6 months and that's how the M&P states it is going to happen.

you don't lose anything....

if their contract ends 01/01/06
and they get a 1 year promo on 02/01/04
contract still should end in 01/01/06
not be changed to 02/01/06 or be moved to 02/01/05

wtf?
where do you work?!

The correct overview of price plan changes is as follows:

If you sign up on a 2 year contract and want to change your plan to a new promotion, and you have 12-24 months left on your contract, it would extend from 2 years from the day you change your plan.

If you have 1-12 months left on your contract, you only have to extend for 1 year from that day.

The only exception that does not extend your contract is if you are keeping the same promotion you have and just changing your peak minutes up or down.

What's you're first and last name?

stop asking for names, they're not going to give them no matter how much you as, and it really doesn't matter what their names are.

this just points out an issue on verizons side.

This is not a problem on Verizon's side and stop saying that. This IS taught during the training that all reps receive when they start with the company. It is not Verizon's fault that a rep cannot remember what they were taught. It is also in what we call Infomanager which is where we can pull information like this from a company intranet that has all the resources we need to do our job.

In these are M&Ps(Methods & Proceedures) which are the guidelines we are to follow. I have stated what that M&P contains. If you do not belive me, then that is your problem, not mine. And schoenitz, if you really are a rep, please go read the National Contract Extensions M&P because it is very very crystal clear on this.

Yeah, I did. I also showed your posts to my supervisor, and a trainers, and they all laughed.

Trainers don't work on saturdays, and if they are laughing show them the M&P.

You got me.

I specifically stated I showed the trainers TODAY. 🤣

Trainers don't look at M&P's 🤣

Email me at my junkmail address at home. I would be curious as to what area and center you are in. My junkmail address is dakz224@hotmail.com

still verizons problem if verizon reps are disagreeing on this.

it's up to verizon to get everyone on the same page chap.


and I frankly don't have a problem with any of this.
I'm not affected, I could care less on how verizon does business.
but right now I just have not much better things to do then sit online, chat and wait for my pizza to be delivered.


verizon just seems retarded to me if thats the way the contracts are done. which by the way, there's about 4 reps saying other wise, one who claimed to be a "Call-In Rate Reduction Team specialist for Verizon Wireless" (BBKahuna)

if thats the way verizon works, thats a great way to fu

🤣 🤣 🤣 🤣 🤣

National??? 🤣 🤣 🤣

I guess all the west area trainers are wrong.

I guess the contract wizard is wrong too.

I guess all price plans that state 1 year contract required are just stating that for the fun of it.

🤣 🤣 🤣 🤣

what's you're first and last name dakz?

Yeah it will change it automatically, but we would have to manually change it back to jan 06. Have you heard of the big 4? Do you work for VZW?

sounds like verizon system are set up to keep customers for longer hahaha

i know with at&t it doesn't extend automaticly to 2 year from the day you make that change.
if they still got a 1 or more to go on the current contract, the contract end date doesn't change if they get a promo for 1 year.

it makes NO sense if you accept a promo that requires a ONE YEAR contract, and the contract is renewed for TWO YEARS. sounds like the big screw job to me.

I've been watching this thread with interest since I am a Verizon customer who accepted a new promotion during the first year of my two year contract. I was told (and recently called to confirm) that there was no change in the ending date of my two year contract by having accepted the new promotion.

Still, if there is as much disagreement among Verizon reps as to the result of accepting a new promotion during the term of an existing contract as has been reflected in this thread, Verizon must have a long way to go to make its policy known to its own reps, let alone to us customers.

The fact of the matter is that, as it is different with actual calling plans and pricing with phones...some other policies can be different from area to area... Being this the case the main point should be that whatever you are doing in your area, just make sure that you are educating the customer on what you are doing and they accept it...as long as that is the case there is no issue on how it is done in your area

I'm sorry you had to witness that Howard. I work in the west and we only extend your contract for a PRICE PLAN change if you have less than 12 months remaining on your contract end date and are accepting new promotions. It is ILLEGAL to sign someone up on a two year contract over the phone w/ VZWt; some reps might say "It only extends the contract for a couple of months." It's a WHOLE NEW contract, it doesn't just tack on months. So if you go to a store and they tell you it's going to extend your contract, call customer service.

When ordering a phone it's a different story, here in the west we have the customer call a third party company that obtains an electronic signature.

this sounds just about right.

legally you do need a signeture for a 2 year contract. verbal just won't do.


so verizon is different depending on the area?
..hmm very strange, considering one company usually has the same policies where ever the company has service.

RoamDog said:

legally you do need a signeture for a 2 year contract. verbal just won't do.

Apparently not. What about telesales? Or Internet sales? No signatures there.

did you read my post. A third party company provides an electronic signature capture. Have you heard of Minacs?????????????????

Please tell me your joking w/ internet sales

Actually I DIDN'T read your post. Never heard of Minacs.

And yes, I WAS kidding 'bout Internet sales. Some people have no sense of humor. Sheesh. 🙄

telesales refers customers to a third party company who does what's called an electronic signature capture.

Our training program is extensive, unfortunately, there is going to be the occasional scenario where a representative is unfamiliar with a procedure. If this impacted you, we apologize.

In regard, to contract extensions, we are so committed to making sure contract extensions are valid, that incorrect contracts flag our system and generate a report. That report is then handed to the representatives supervisor for coaching.

You were (accurately) told that your contract was not extended if you had more than 12 months remaining when you accepted that promotion.

"Actually, if a customer is on a 2yr contract and he changes it within the first year, even if you select a 1 yr contract, it will extend by 2 years from that date. so, you are, in fact, wrong. With your example, it will not leave it at jan 6, it will change it to april 4, 06 "




.....wtf?
did you even finish training yet?

RoamDog said:
.....wtf?
did you even finish training yet?

Have you ever watched what the system does? He is correct.

if you're on a 2 year contract, and you renew for 1 year, within lets say the first 4 months of your 2 year... the contract end date isn't supposed to change or be extended?

if they renewed for a promo requiring a 2 year contract, then thats different, but 1 year?

do they have to "sign" anything? if not, shouldn't that be illigal?

That's what the team that sends out those contract renewal forms to be signed and sent back is for. You should be requesting those, at least that's how it works here. IF the customer doesn't return those, THEN they would be reverted to a 1 yr csa and any differences on the account like equipment pricing and activation fees would be applied to the account at that time. Especially in the scenario you described since I have seen just that happen first hand when a customer did not return the csa within a timely fashion.

so if i'm getting this.

customer signs up for 2 years, jan of 01 of 04.

so contract ends jan of 01 of 06.

then he gets a promotion requiring a 1 year contract added on feb of 01 of 04.

so contract extends to feb of 01 of 06?

and like I was asking, if thats the case does the customer get anything to sign?

otherwise i'm sure thats illegal.

there is only two states that i know of that do not have to sign anything, only in NJ and Penn can a sign up for a new two year contract without paper work...other then that all two year a greements no matter if cust sign up a month ago or a day ago needs paper work to sign. !

Iyvonne.

Yes, the cust would receive 2 things in the mail(or should as long as the CS rep is doing everything correctly), first being a confirmation package that is system generated that informs the customer of the price plan that is now on their account, which they have 30 days to reverse their decision on. Second they would receive a CSA in the mail for each line on the account that was effected on the account by the price plan change ie. the share lines on a family share.

The CSA is the Contract of Service Agreement meaning they sign it and send it back.

you always have to sign up for a contract that is longer then your current one to get the new promo a person on with a contract end date of 01/06 cannot sign up for a contract that would cause his 01/06 would have to atleast be a day longer then the first

Dakz, like many others have emphasized, please review correct contract renewal procedures with your supervisor. You are incorrect. You are supposed to manually adjust contracts to the correct date in the circumstance where an adjustment you make would extend a contract to more than a year from the day of the change. If they were previously under contract for less than a year, you need to adjust it to one year from the change date. If they were under contract more than a year, you need to adjust it to the original end date. Regardless of what the billing system does automatically.

Insuring correct contract end dates is a core responsibility as a representative. Each time you generate an invalid contract, it generates a report, an of...
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