My fear at this point is that I will leave Verizon because of this single incident and wind up with a carrier that is nothing but poor customer experiences. Verizon Wireless was great to me up until this most recent upgrade. And it was just very upsetting to know that they told me flat out they could/would do nothing for me. When you have been loyal to a company as long as I have been to Verizon Wireless you would hope that they could do SOMETHING for you. Especially when you are opting to throw more money at them in the long run.

The other thing that’s kind of sad is that Verizon Wireless nor the store at Corona Crossings Verizon Wireless store had any response in regards to this post. Makes me think that perhaps Verizon doesn’t have people keeping an eye on public outcry, which I think is also a bit troublesome.

Anyways, Maybe six months ago I went into the T-Mobile store at that the Galleria at Tyler mall in Riverside. At the time I was going to upgrade my phone thinking that all I’d have to do is renew my existing contract for two years longer. At that time I learned and accepted that it simply didn’t work that way and was told to come back in April which is the earliest they could get me a phone at the best price.

Fast forward… April 4th or so I go back to the same store ready to buy either the Blackberry Curve 8900 series or the new G1. I wait almost 30 minutes in a line where I was the next person to be served but due to the bill pay computer being down … anyways, I eventually get helped and am told that I actually have to wait until April 29th and there is nothing that the guy can do for me until then.

Fast forward to April 28th. I called 611 to talk to T-Mobile support and verify the date because I couldn’t remember if it was the 29th or 27th. They promptly told me that I actually cannot renew until May 29th. I told them they were nuts and that I’ve been told TWICE at the same store by two different people that April is my date.

I decided to go back to the T-Mobile store last night which was April 29th thinking and hoping that the store was right and that they had some extra advantages that the phone Support team did not have. Turns out they didn’t and that I have to wait until the end of May after being told April for the last several months.

Why do I even bother staying? Mike what did you end up doing with Verizon Wireless?

After talking with some people I am seriously considering making the switch back to AT&T, assuming that AT&T can make the switch as painless as possible on both my wallet and my service. If they can I am going to go to Verizon Wireless and see if they can counter what AT&T offers me. If they are willing to give me something comparable to what AT&T offers I may stay, but it’s going to take a lot at this point.

It’s a shame really that both of us were in similar situations where we have been loyal customers for so long and yet Verizon isn’t willing to cut us a break.

I knew there would be some material like yours somewhere online.
I cant believe im in almost the exact same seat as you. I’ve been with VZW since 1999 and with a family plan with a total of 4 lines since 2003.
I too am trying to get a buy one get one free BB (Storm thought).
As of yesterday, March 28 2009 I’m eligible for an upgrade however, my brother (on same family plan) is only eligible in Nov 09.
I have been routinely explaining to Big Red in their stores and thru 1-800 telling them that they would be having 2 lines with an additional 2 years + plus not to mention the extra $60 ($30 each data plan) of revenue on top of my $150 monthly bill.
I have been searching and searching everywhere as to what I can do about this.
So far – nothing.
Its just like you’re saying – if I was in the CEO’s chair I would immediately add these 2 lines to pull them for an extra 2 years, not to mention the loyalty being with them and the addition of the 2 data plans required – I have a feeling they are not going to be loosing money having them do that for me.
I just cannot understand it either – there is no one to help – and almost as if there is nobody to talk to.
Although, I did mention my situation to 1-800 many times, there was only 1 time where the rep understood where I was coming from and said that she couldn’t do anything however say that they would be tying me in for additional years + data for 2 lines, said that she will explain to her manager and they would call me back with the info if there could be an exception made.
Did she call back – no. I had to call back (got different rep) and get the answer which was “NO – cant do.” Manager said cannot do.

I even mentioned today that I was willing to forfeit the $50 credit I have in order for both of us just to have upgrade capabilities – their answer was no.
I mentioned how unfair it was that an additional line does not receive upgrade earlier and that it would be nice if main line could spread hi $50 or $100 of to the other lines (example splitting the $50 to $25 each so that we can both upgrade together, of course we were going to split the price of the buy one get one storms equally if this was going to really happen).

I’m happy you put this article out there – even though Big Red really doesn’t care 0.00001% about the dedication of their loyal customers.

In my situation, my brother will take my mothers upgrade in June (its really in July but they state the earliest they can do is 30 before date of upgrade). The only thing now I’m concerned about is that by the time we can upgrade, the buy one get one free deal might no longer exist for the Storm.

But you know what, I’m still not going to stop trying – every time I get a different rep when I call and sometimes I learn something new from the helpful ones.

Good luck to you.

-Leo

I thought you’d find this interesting…

“A day later than originally rumored, the T-Mobile “Unlimited Loyalty Plan” for loyal customers is now available nationwide. Starting March 2nd, customers who have been with T-Mobile for more than 22 months with a reliable payment history are being offered the new plan when they log in to their T-Mobile accounts.”

Unlimited data and messaging can also be added in what they are calling an a la carte basis.

My conclusion is unfortunately that of sadness. My family plan with two phones and I think 400 texts a month each is cheaper than this new package. Sadly enough it also made me discover that IF I get a Blackberry now that I’ll have to pay a slightly higher ($10 per month) for a data plan if not more.

Do you think someone over at T-Mobile has Google Alerts and are paying attention to consumer complaints like yours and then mine? If not they should, they could make a killing! If they do…

“TMobile, I want a new phone and understand I will have to renew for two years. You guys aren’t letting me take advantage of your sales because my contract doesn’t expire for another two – three months… come on! I’ll tell everyone how you hooked me up including Mike who isn’t happy with Verizon!”