- Oct 30, 1999
- 11,815
- 104
- 106
First off, I want to say I was generally happy with Verizon. I had been a customer since it was PrimeCo. The rates were reasonable and the coverage unparalleled (I actually have service in Carlsbad, NM. Try THAT with a Nextel). The customer service, on the other hand, kind of stinks.
I had NEVER obtained a "free" phone from Verizon early on because I did not want to obligate myself to any sort of contract. I had two Nokia's I obtained from a friend and simply had Verizon apply service to those two phones.
After two years, they offered me a free pair of phones for being with them for two years and the only string attached is that I obligate myself to them for two more years. This was a better deal then a simple, "sign up for two years and get a free phone" because the free phone in those plans are usually a $100 phone. Verizon allowed me to get a $179 flip phone for "free". I only got one phone because one of my Nokia's needed a new battery and I didn't feel like spending a bunch of money on my cell phone. Otherwise, I LOVED the Nokia.
Unfortunately, that new phone's LCD cracked after only two months. When I called Verizon, they told me that they would not replace or repair the phone for me. "LCD's are not covered under warranty." I called and yelled about it and was asked, by a CSR that simply wanted me to calm down, if I still had my old Nokia. I did. He offered to change my plan to one that would save me money every month if I would be willing to use my Nokia and let by gones be by gones. I agreed and just bought the new battery (on eBay so it only cost me $10) because otherwise, to change your plan, you have to pay a $150 break in contract fee. This actually ended up saving me about $10 a month.
After about six months, Verizon changed their billing software as well as their calling plans. After this, my bill was screwed up SIX TIMES until they straightened things out. They said that my current calling plan wasn't compatible with the billing software and so it was charging me for things that no longer existed in the current plans. For example, my plan included long distance for, say, $40 a month. The current plan was $35 a month, but unlimited long distance was another $5. The plans were called the same thing, but in the "eyes of the computer" I was paying $5 more, but still didn't pay $5 for the long distance. In other words, some features became itemized and others were not. They had to change the plan again just so my bill would come out right each month. I also ended up with 450 more minutes because that's what the calling plan now offered.
Now just last month, my work paid for me to carry a Nextel. Obviously, I no longer need one of my Verizons. I called them up and they said that they were going to charge me $150 for breach of contract.
WHAT?!?!
I said, "Look, I'll keep the cell phone account that had the new flip phone added to it last year because I knew at the time that it included a two year contract and I'm obligated until 9/2004. I just want to get rid of the plan that's had the same old Nokia on it for the last three years. Even though I never obligated myself to a contract when I first signed up, I know that even that's past two years so there should be no problem."
The gentleman responded, "There is a problem because you changed your plan. If you change your plan, you are obligated for another two years. There is a $150 fine for breach of contract."
I signed no contract and I didn't CHOOSE to change the plan. The plan was changed so I didn't have to call them every month to have my bill adjusted.
Nope. No dice. Change of plan means a new two year contract.
"Where's my new phone then? How is it that I've had the same Nokia for three years and never got a free phone. If I signed a contract for two years in the first place, then I would get a free phone. Isn't that worth $100 there? What about my "new every two years" phone? I didn't get a $179 flip phone for this second line because I had no reason to replace something that's not broken. The way I see it, you guys owe me $29! I was NEVER told that these account changes that I HAD TO MAKE would require an additional two year obligation. This is bullshit!"
"Sir," he responded, "Even if you got a free phone, when you changed your plan you restart another two year contract. It doesn't matter what kind fo phone you have or what free products we offered you. You still start a new two year contract with each change of service."
"Ok. Cancel BOTH accounts then."
"That will be a $300 penalty then, sir. $150 for each phone"
"Fine. $150 or $300, it doesn't matter. I'm not paying it either way. Got a supervisor there that you'd like me to explain that to?"
"No sir. The rules are the rules. I'm really sorry, but a break of ANY contract is subject to a $150 penalty. I don't even have a supervisor that can change that."
"Fine. Cut the service, send the bill and I'll use it to light the BBQ. Have a nice day."
What do you think will happen? Do you think they'll take a $300 "fine" to a collection agency even though they have no signed contract to support their claim?
I'm not too worried about it if they do. I've got solid credit. Own a home, own a car and have a $20,000 Mastercard. It's more out of principle that I don't pay them at this point.
I had NEVER obtained a "free" phone from Verizon early on because I did not want to obligate myself to any sort of contract. I had two Nokia's I obtained from a friend and simply had Verizon apply service to those two phones.
After two years, they offered me a free pair of phones for being with them for two years and the only string attached is that I obligate myself to them for two more years. This was a better deal then a simple, "sign up for two years and get a free phone" because the free phone in those plans are usually a $100 phone. Verizon allowed me to get a $179 flip phone for "free". I only got one phone because one of my Nokia's needed a new battery and I didn't feel like spending a bunch of money on my cell phone. Otherwise, I LOVED the Nokia.
Unfortunately, that new phone's LCD cracked after only two months. When I called Verizon, they told me that they would not replace or repair the phone for me. "LCD's are not covered under warranty." I called and yelled about it and was asked, by a CSR that simply wanted me to calm down, if I still had my old Nokia. I did. He offered to change my plan to one that would save me money every month if I would be willing to use my Nokia and let by gones be by gones. I agreed and just bought the new battery (on eBay so it only cost me $10) because otherwise, to change your plan, you have to pay a $150 break in contract fee. This actually ended up saving me about $10 a month.
After about six months, Verizon changed their billing software as well as their calling plans. After this, my bill was screwed up SIX TIMES until they straightened things out. They said that my current calling plan wasn't compatible with the billing software and so it was charging me for things that no longer existed in the current plans. For example, my plan included long distance for, say, $40 a month. The current plan was $35 a month, but unlimited long distance was another $5. The plans were called the same thing, but in the "eyes of the computer" I was paying $5 more, but still didn't pay $5 for the long distance. In other words, some features became itemized and others were not. They had to change the plan again just so my bill would come out right each month. I also ended up with 450 more minutes because that's what the calling plan now offered.
Now just last month, my work paid for me to carry a Nextel. Obviously, I no longer need one of my Verizons. I called them up and they said that they were going to charge me $150 for breach of contract.
WHAT?!?!
I said, "Look, I'll keep the cell phone account that had the new flip phone added to it last year because I knew at the time that it included a two year contract and I'm obligated until 9/2004. I just want to get rid of the plan that's had the same old Nokia on it for the last three years. Even though I never obligated myself to a contract when I first signed up, I know that even that's past two years so there should be no problem."
The gentleman responded, "There is a problem because you changed your plan. If you change your plan, you are obligated for another two years. There is a $150 fine for breach of contract."
I signed no contract and I didn't CHOOSE to change the plan. The plan was changed so I didn't have to call them every month to have my bill adjusted.
Nope. No dice. Change of plan means a new two year contract.
"Where's my new phone then? How is it that I've had the same Nokia for three years and never got a free phone. If I signed a contract for two years in the first place, then I would get a free phone. Isn't that worth $100 there? What about my "new every two years" phone? I didn't get a $179 flip phone for this second line because I had no reason to replace something that's not broken. The way I see it, you guys owe me $29! I was NEVER told that these account changes that I HAD TO MAKE would require an additional two year obligation. This is bullshit!"
"Sir," he responded, "Even if you got a free phone, when you changed your plan you restart another two year contract. It doesn't matter what kind fo phone you have or what free products we offered you. You still start a new two year contract with each change of service."
"Ok. Cancel BOTH accounts then."
"That will be a $300 penalty then, sir. $150 for each phone"
"Fine. $150 or $300, it doesn't matter. I'm not paying it either way. Got a supervisor there that you'd like me to explain that to?"
"No sir. The rules are the rules. I'm really sorry, but a break of ANY contract is subject to a $150 penalty. I don't even have a supervisor that can change that."
"Fine. Cut the service, send the bill and I'll use it to light the BBQ. Have a nice day."
What do you think will happen? Do you think they'll take a $300 "fine" to a collection agency even though they have no signed contract to support their claim?
I'm not too worried about it if they do. I've got solid credit. Own a home, own a car and have a $20,000 Mastercard. It's more out of principle that I don't pay them at this point.
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