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Why are Some People Allowed to Upgrade Early, Verizon?

Posted Tue November 25, 2008 12:00 pm, by Dale M. written to Verizon Wireless (Cell Phones)

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My wife and I have been loyal Verizon customers for several years now. I recently decided to upgrade my phone and buy a smartphone (Blackberry Storm). My contract showed my line as being eligible for an upgrade as part for the "new every 2" plan. My wife's line is not due for an upgrade until 12/29/08. We asked 3 different customer service reps if it would be possible to allow my wife the discounted rate for a new blackberry curve a month early. Every customer service rep said that was not possible, although several internet forums (howardforums.com, blackberryforums.com, crackberry.com) are full of stories of people who were allowed the upgrade price before their contract had expired. In some cases, they were allowed to upgrade up to 6 months before they were due.

As a customer, we were offering Verizon an additional $60 a month for the blackberry internet plan. (29.99 for each line. We did not have this service on our previous plan). We were willing to extend our contract for an additional 2 years if they would simply allow my wife to upgrade to a new phone 1 month earlier than she was due. If this was a consistant practice, I could understand it, yet there are plenty of others who were allowed an early upgrade. The best advice I was given was to repeatedly call VZW until I got a customer service rep who was willing to allow an early upgrade.

Allow my wife to purchase her new Blackberry smartphone at the upgrade price, and extend her contract an additional 2 years. In return we would be increasing our monthly paymeny by over $60.


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by jennifer j. Posted Mon December 13, 2010 @ 11:40 AM

I've found that they will allow their customers to upgrade early if
they start to have problems with their phones near the end of their
contract.

Reply
by jennifer j. Posted Mon December 13, 2010 @ 11:39 AM

They will typically allow an early upgrade in cases where you're near
the end of your contract, but are having problems with your phone.

Reply

by PepperElf Posted Thu November 27, 2008 @ 11:52 PM

heh but i'm not surprised either...

If a customer is loyal (and pays his/her bills on time) then I can see
Verizon saying "Gee... upgrading early means they'll still be keeping
our contract... maybe even longer too!"

i did that myself once... but i was only early by 3 days. Apartment
had been broken into and the phone stolen...


So naturally they let me upgrade 3 days early... cos... if they hadn't
i could have easily waited 3 days and said, "OK... bye!" without
paying a fine :)

Reply

by Nevadadrifter Posted Wed November 26, 2008 @ 11:05 AM

I was contacted by an Verizon customer service rep named Liz yesterday
afternoon. She agreed that we have been loyal customers for many
years, and allowing an upgrade a month early would be acceptable,
especially since both of us switching to Blackberry devices means
additional $$$ for them every month in the form of the $29.99 (per
phone) unlimited data plan.

Thank you so much to everyone here for their help!

Reply

That's great news by Final Score: Boys-3, Girls-1 Wed November 26, 2008 @ 5:23 PM
by Jennifer S Posted Tue November 25, 2008 @ 5:09 PM

Try another verizon location (mall kiosk, free standing store, Circuit
City). My husband and I are also long time Verizon customer's and we
just went through a somewhat similar situation. The first time we
tried to upgrade, we found out that only my phone was eligible for the
new every two deal because we went on a family share plan in February
(2 months before we both would of been eligible for an upgrade). When
we went on the family plan, we weren't told that only one phone is
eligible for the new every 2. So we decided to upgrade at a later
date. We went back to the same location 2 weeks ago to again, try to
upgrade and again, were told that only one phone is eligible. My
husband asked what they could do to keep our business and keep us from
walking next door and buying 2 iphones. The sales girl discussed it
with the manager and came back and asked what phones we were
interested in. So yes, they were willing to work with us and we
upgraded both phones that day. So be persistent. Try different Verizon
dealers. Like I said, the one inside Circuit City, which is a store we
are not fans of, was willing to work with us. We've had better luck
there than at the actual Verizon Store.

Reply

by Dana C. Posted Tue November 25, 2008 @ 2:45 PM

My phone broke last month and after 10 tries I finally got someone to
allow me to upgrade early, I was going to pay for the phone anyway,
just didn;t want to pay a ridiculous amount!

Reply

by Final Score: Boys-3, Girls-1 Posted Tue November 25, 2008 @ 12:18 PM

I was allowed an early upgrade last month (my contract isn't up until
February), because their marketing department called ME, and there was
an offer that included TWO phones for me to chose from, and the
upgrade was not 100% free.

You should keep trying back to see what early upgrade offers are
available, but if your wife has her heart set on a certain phone, be
advised that it might not be one that is being offered. In that case
she will most likely have to settle for something else or wait.

Reply

by Just Jeffrey Posted Tue November 25, 2008 @ 6:56 AM

You are correct. The best advice is to keep trying. What you need to
do is get to a supervisor, who is authorized to negotiate. In some
cases, you might hit someone that's actually incentivized to keep
customers (sometimes called "retentions"). There are certain times of
the year where there are more willing to negotiate, because they want
to be able to show an increase of customers. This will usually be
near the end of a fiscal quarter.

You should be clear with the person you speak to: if they do not
authorize this, you are prepared to cancel your account TODAY and move
to Sprint, AT&T, etc. You need to be prepared to do this if you don't
get your way. Verizon is doing, comparably, well, and they are less
likely to buy into a bluff that, say, Sprint (who is desperate to keep
and gain customers).

Hopefully, this letter will yield results. There is someone from
Verizon that visits PlanetFeedback and will provide a direct e-mail
address. You might want to search old VZW letters.

Good luck. Keep trying, but be prepared to leave if you don't get
your way. That means, of course, no Storm. (Hint: The Storm is the
reason that they might be less willing to let you go. They are
banking on this attracting new customers and so they are less willing
to work with you than, say, they don't have the hottest product out
there).

Reply


I used this technique by What's all this receipt nonsense? Tue November 25, 2008 @ 12:03 PM


Good answer! n/t by RedheadwGlasses Tue November 25, 2008 @ 12:51 PM


FYI by The PlanetFeedback Team Tue November 25, 2008 @ 2:34 PM

Cancelling account by Richard S. Tue November 25, 2008 @ 2:42 PM


Ah, but... by Just Jeffrey Tue November 25, 2008 @ 3:51 PM




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