The day finally arrived... February 20, 2014... The official release of the Nokia Lumia Icon from Verizon!
I could finally get my questions answered from a Verizon representative regarding upgrade pricing! Well, maybe. I've provided this transcript for you reading pleasure and consideration.
Representative: Hi there! Welcome to Verizon Wireless Sales Chat, my name is Representative. May I have your name, please?
Representative: I haven't heard from you in a while. Would you like to continue chatting?
Rob: Representative, My current phone is eligible for an upgrade. It looks like there is no discount for the Nokia Lumia Icon even if my current phone is eligible for an upgrade. Is that correct?
Representative: Hi Rob! How are you today? When you are eligible to upgrade, you will be able to have the 2 year contract price on that $549.99 phone. Are you logged in today?
Rob: Yes, I am logged in today. I understand that but the site says the device will cost $199.99 with 2 year contract and a $30 upgrade fee. This doesn't sound right because if I wasn't upgrading it would actually cost less (no $30 upgrade fee).
Representative: The $30 upgrade fee is the standard fee that applies anytime a customer gets a new phone at a discounted price. It's similar to an activation fee, only less because you're already a customer.
Representative: The fee was implemented by Verizon in April of 2012. We were the last of the major carriers to implement the fee and, thankfully, ours is the lowest.
Representative: You are seeing the discounted pricing that you will be getting with that great phone. The phone is a $549.99 phone that you are getting for $199.99 plus that upgrade fee which makes this possible.
Rob: I don't think you are understanding my confusion. If a was not a Verizon customer and just walked into your store off the street, the same great phone would cost me $199.99 with 2 year contract. As a Verizon customer, eligible for an upgrade, how am I getting the phone at a discount?
Representative: I understand what you are saying. When you are a new customer you will also have a $35 activation charge with the phone at the 2 year pricing. The discounted pricing is the 2 year pricing for a new line or upgrade, you would just have the $30 upgrade fee instead of the $35 activation fee that new customers have.
Rob: So, as a valued Verizon customer for many years, with a phone eligible for an upgrade since I've had it longer than 2 years, I'll save a grand total of $5?
Representative: I would be happy to go over our trade in program you can get with trading in your old smartphone when upgrading to a great new 4G smartphone.
Rob: No thank you. Is that a "yes" to my question?
Representative: Right now you are receiving your discount, plus we do have a promotion code for $50.00 of Nokia Icon that is exclusive for our customers. You would need to start the order with me in order to receive this promo code. How does that sound?
Rob: It doesn't sound very good to me if you honestly believe $5 is a reasonable discount for a loyal Verizon customer. Thank you for your time.
Representative: It's not a $5.00 discount, but an extra $50.00 off
Representative: It would cost you $179.99 today
Representative: New customers do not receive that pricing, they would be paying $199.99 and a $35.00 activation fee.
Rob: Ok, now it is a $55 discount, but only because you brought up this $50 promotion code. Where is this promotion mentioned on the Verizon Website?
Representative: This would be a chat exclusive promotion for our upgrading customers, It's a promo code that is generated during the order by me. Would you like a link to the Nokia Icon to get started?
Rob: No thank you. I'll purchase my phone elsewhere.
Representative: When you choose Verizon Wireless you get America's Fastest, Most reliable network.
Rob: I didn't say I was leaving Verizon. I'm just not buying the Nokia Lumia Icon from Verizon. I just wish Verizon took better care of their customers.
Representative: When you purchase through a 3rd party you will have a 3rd party contract as well as the Verizon wireless contract. A 3rd party contract can have hidden fees and also can limit what you are able to do when you are in your contract. An example of this could be changing features of your plan during the contract. I would be happy to get that $50 off for you in the order today.
Representative: I can definitely understand that wanting to save money is important. Here on the sales chats my job is to only deal with Verizon. You may not get as much information about plan changes, phones, policies or be able to ensure it is done the proper way when you go through someone else. I would hate to see you get stuck with a higher than expected bill down the road to save money today. In my opinion piece of mind is worth the extra money for the phone. Would you like to get it done with me today and pay a little extra to ensure you have no headaches in the future?
Rob: I appreciate your effort today. I'm just not convinced. Thank you.
Representative: You're welcome! Thank you for being the best part of Verizon Wireless.
Representative: It has been my pleasure to chat with you today! Please feel free to re-open the chat session if you need further assistance. Thank you and have a great day!
Representative: Thank you for your business today; I'm glad I was able to help you! At the end of this chat there is an opportunity for you to provide your feedback based on your experience with me today. We would very much appreciate your thoughts.
Thank you for chatting with Verizon Wireless. Please provide us with your feedback so we may serve you better.
Based on your most recent Internet chat session with Verizon Wireless, did the last chat representative fully understand and take action to address your needs? *
No
Considering your Internet chat session with the last representative, how would you rate their performance? (10 Outstanding, 0 Unacceptable) *
5
Verizon Wireless would like to understand how to improve our Chat service. Please take a moment to tell us why you rated Verizon Wireless this way. (Please be as specific and detailed as possible in your answer below.) *
The Representative's performance was good. Unfortunately, the Verizon pricing policies (no real savings for a loyal customer eligible for an upgrade) had her hands tied. She tried like heck to convince me to buy from Verizon and even upsell me. In the end, it was a lost cause.
The local Microsoft Store just called to ask what time I'd like to pick up my new Nokia Lumia Icon I pre-ordered earlier this week!
:excited:
I could finally get my questions answered from a Verizon representative regarding upgrade pricing! Well, maybe. I've provided this transcript for you reading pleasure and consideration.
Representative: Hi there! Welcome to Verizon Wireless Sales Chat, my name is Representative. May I have your name, please?
Representative: I haven't heard from you in a while. Would you like to continue chatting?
Rob: Representative, My current phone is eligible for an upgrade. It looks like there is no discount for the Nokia Lumia Icon even if my current phone is eligible for an upgrade. Is that correct?
Representative: Hi Rob! How are you today? When you are eligible to upgrade, you will be able to have the 2 year contract price on that $549.99 phone. Are you logged in today?
Rob: Yes, I am logged in today. I understand that but the site says the device will cost $199.99 with 2 year contract and a $30 upgrade fee. This doesn't sound right because if I wasn't upgrading it would actually cost less (no $30 upgrade fee).
Representative: The $30 upgrade fee is the standard fee that applies anytime a customer gets a new phone at a discounted price. It's similar to an activation fee, only less because you're already a customer.
Representative: The fee was implemented by Verizon in April of 2012. We were the last of the major carriers to implement the fee and, thankfully, ours is the lowest.
Representative: You are seeing the discounted pricing that you will be getting with that great phone. The phone is a $549.99 phone that you are getting for $199.99 plus that upgrade fee which makes this possible.
Rob: I don't think you are understanding my confusion. If a was not a Verizon customer and just walked into your store off the street, the same great phone would cost me $199.99 with 2 year contract. As a Verizon customer, eligible for an upgrade, how am I getting the phone at a discount?
Representative: I understand what you are saying. When you are a new customer you will also have a $35 activation charge with the phone at the 2 year pricing. The discounted pricing is the 2 year pricing for a new line or upgrade, you would just have the $30 upgrade fee instead of the $35 activation fee that new customers have.
Rob: So, as a valued Verizon customer for many years, with a phone eligible for an upgrade since I've had it longer than 2 years, I'll save a grand total of $5?
Representative: I would be happy to go over our trade in program you can get with trading in your old smartphone when upgrading to a great new 4G smartphone.
Rob: No thank you. Is that a "yes" to my question?
Representative: Right now you are receiving your discount, plus we do have a promotion code for $50.00 of Nokia Icon that is exclusive for our customers. You would need to start the order with me in order to receive this promo code. How does that sound?
Rob: It doesn't sound very good to me if you honestly believe $5 is a reasonable discount for a loyal Verizon customer. Thank you for your time.
Representative: It's not a $5.00 discount, but an extra $50.00 off
Representative: It would cost you $179.99 today
Representative: New customers do not receive that pricing, they would be paying $199.99 and a $35.00 activation fee.
Rob: Ok, now it is a $55 discount, but only because you brought up this $50 promotion code. Where is this promotion mentioned on the Verizon Website?
Representative: This would be a chat exclusive promotion for our upgrading customers, It's a promo code that is generated during the order by me. Would you like a link to the Nokia Icon to get started?
Rob: No thank you. I'll purchase my phone elsewhere.
Representative: When you choose Verizon Wireless you get America's Fastest, Most reliable network.
Rob: I didn't say I was leaving Verizon. I'm just not buying the Nokia Lumia Icon from Verizon. I just wish Verizon took better care of their customers.
Representative: When you purchase through a 3rd party you will have a 3rd party contract as well as the Verizon wireless contract. A 3rd party contract can have hidden fees and also can limit what you are able to do when you are in your contract. An example of this could be changing features of your plan during the contract. I would be happy to get that $50 off for you in the order today.
Representative: I can definitely understand that wanting to save money is important. Here on the sales chats my job is to only deal with Verizon. You may not get as much information about plan changes, phones, policies or be able to ensure it is done the proper way when you go through someone else. I would hate to see you get stuck with a higher than expected bill down the road to save money today. In my opinion piece of mind is worth the extra money for the phone. Would you like to get it done with me today and pay a little extra to ensure you have no headaches in the future?
Rob: I appreciate your effort today. I'm just not convinced. Thank you.
Representative: You're welcome! Thank you for being the best part of Verizon Wireless.
Representative: It has been my pleasure to chat with you today! Please feel free to re-open the chat session if you need further assistance. Thank you and have a great day!
Representative: Thank you for your business today; I'm glad I was able to help you! At the end of this chat there is an opportunity for you to provide your feedback based on your experience with me today. We would very much appreciate your thoughts.
Thank you for chatting with Verizon Wireless. Please provide us with your feedback so we may serve you better.
Based on your most recent Internet chat session with Verizon Wireless, did the last chat representative fully understand and take action to address your needs? *
No
Considering your Internet chat session with the last representative, how would you rate their performance? (10 Outstanding, 0 Unacceptable) *
5
Verizon Wireless would like to understand how to improve our Chat service. Please take a moment to tell us why you rated Verizon Wireless this way. (Please be as specific and detailed as possible in your answer below.) *
The Representative's performance was good. Unfortunately, the Verizon pricing policies (no real savings for a loyal customer eligible for an upgrade) had her hands tied. She tried like heck to convince me to buy from Verizon and even upsell me. In the end, it was a lost cause.
The local Microsoft Store just called to ask what time I'd like to pick up my new Nokia Lumia Icon I pre-ordered earlier this week!
:excited: