Is that upgrade fee on your Verizon bill staring back at you, making you question your life choices? You're not alone! Many Verizon customers find themselves facing this charge when upgrading their devices. But what if I told you there are ways to potentially get it waived? While it's not always guaranteed, with a little know-how and the right approach, you can significantly increase your chances.
This comprehensive guide will walk you through every step to maximize your shot at getting that Verizon upgrade fee waived. Let's dive in!
Understanding the Verizon Upgrade Fee
Before we talk about waiving it, let's understand why Verizon charges this fee. The $35 (or sometimes $40) upgrade fee is essentially an activation fee for new equipment. Verizon states it covers the costs associated with setting up your new device on their network, providing personalized tech support, and ensuring a seamless transition. While customers often feel it's an unnecessary charge, it's a standard practice across many carriers.
Step 1: Engage with Your Inner Advocate – Are You Ready to Negotiate?
Alright, let's get started! Before you even think about calling Verizon, take a moment to reflect. Are you prepared to be polite yet persistent? Are you ready to articulate your reasons clearly and calmly? Approaching this with a positive and prepared mindset is crucial. Remember, the person on the other end of the line is a human being, and a pleasant, well-reasoned conversation goes a long way.
What's your goal? To get the fee waived entirely.
What's your leverage? We'll explore that in the next steps!
Step 2: Know Your Account Like the Back of Your Hand
Knowledge is power, especially when dealing with customer service. The more information you have about your account, the stronger your position will be.
Sub-heading: Check Your Eligibility & Account Standing
My Verizon App/Website: The simplest way to gather information. Log in to your My Verizon account (either through the app or website).
Device Overview: Navigate to the "Devices" section and then "Upgrade Device." This will show you your current upgrade eligibility, payment history, and whether your account is in good standing.
Device Payment Agreement Status: Are you on a device payment plan? Have you paid off 50% of your current device's cost? This is key for Verizon's early upgrade program. Knowing how much you've paid on your current device is vital.
Contract Status (if applicable): While less common now, if you're on an older 2-year contract, know its end date.
Billing History: Review your past bills. Are you a long-standing customer? Have you consistently paid on time? This demonstrates loyalty, which can be a valuable negotiation point.
Sub-heading: Understand Promotions and Offers
Current Promotions: Check Verizon's website for any current promotions on upgrades. Sometimes, certain premium plans or business accounts might qualify for automatic fee waivers or discounts.
Loyalty Programs: Verizon has programs like "myAccess Rewards" that offer personalized deals. While not always directly a fee waiver, being aware of these can show you're an engaged customer.
Step 3: Choose Your Battleground – How to Contact Verizon
There are several ways to reach Verizon customer service. Your choice might impact your success.
Sub-heading: The Power of the Phone Call
Direct Customer Service Line: This is often your best bet for direct negotiation. You want to speak to a live person who can access your account details and potentially make real-time adjustments.
Ask for Retention Department: If the initial representative isn't able to help, politely ask to be transferred to the "retention" or "loyalty" department. These representatives often have more leeway and incentives to keep you as a customer.
Timing is Key: Call during off-peak hours (e.g., mid-morning on a weekday, avoiding lunch rushes or evenings/weekends) to minimize wait times and ensure the representative isn't rushed.
Sub-heading: Online Chat – A Written Record
Convenience and Documentation: Online chat can be a good option if you prefer a written record of your conversation. You can easily copy and paste information, and it allows you to multitask while waiting for responses.
Less Direct Negotiation: While helpful, chat agents might have less authority to waive fees compared to phone representatives. It's still worth a try, especially if you have concrete reasons.
Sub-heading: In-Store – Proceed with Caution
Limited Authority: While convenient, store representatives, especially at third-party retailers, often have very limited ability to waive fees. Their primary goal is typically to complete the sale. You're better off contacting Verizon directly.
Step 4: Craft Your Winning Argument – What to Say
This is where your preparation pays off. Your argument should be polite, logical, and highlight your value as a customer.
Sub-heading: Emphasize Your Loyalty and Payment History
"I've been a loyal Verizon customer for X years, and I've always paid my bills on time." This is a powerful opening. Highlight your long-standing relationship and consistent payment record.
Example: "Hi, my name is [Your Name], and I've been a dedicated Verizon customer for over 10 years, with a perfect payment history. I'm calling today because I'm looking to upgrade my device, and I see a $35 upgrade fee. I was hoping to see if there's any way that fee could be waived as a token of appreciation for my loyalty."
Sub-heading: Mention Multiple Lines (if applicable)
If you have multiple lines on your account, definitely mention it. More lines mean more revenue for Verizon, and they'll be more inclined to keep your business.
Example: "We have [number] lines on our family plan, and we've always valued the service we receive from Verizon. We're hoping to continue our relationship, and waiving this fee would certainly help."
Sub-heading: Allude to Competitors (Subtly)
You don't need to threaten to leave, but a subtle mention of competitor offers can create leverage.
Example: "I've been exploring options for my upgrade, and I've noticed some competitors are offering incentives that don't include an upgrade fee. I'd really prefer to stay with Verizon, given my long history, but I'm hoping we can find a way to make this upgrade more appealing."
Sub-heading: Explain Any Recent Issues (if legitimate)
If you've experienced recent service interruptions, billing errors, or other legitimate problems, this is the time to bring them up. This provides a valid reason for a goodwill gesture.
Example: "We recently experienced a service outage in our area, which was a bit inconvenient. While it's resolved now, I was hoping that perhaps a waiver of this upgrade fee could be considered as a gesture for that disruption."
Sub-heading: Ask Politely and Directly
Don't beat around the bush. Once you've laid out your case, clearly and politely ask for the fee to be waived.
Example: "Given my long-standing loyalty and perfect payment history, would it be possible to waive the upgrade fee on this new device?"
Step 5: What to Do if They Say No (Initially)
Don't give up at the first "no"! Persistence, combined with politeness, is your ally.
Sub-heading: Reiterate Your Points
Calmly restate your main arguments. "I understand, but as I mentioned, I've been a loyal customer for X years..."
Sub-heading: Ask About Alternatives
If a full waiver isn't possible, ask if there are other options they can offer.
Could they apply a credit to your account for the amount of the fee?
Are there any promotional discounts or loyalty credits you might be eligible for?
Sometimes, they might offer a partial waiver or a discount on an accessory.
Sub-heading: Escalate (Politely)
If the representative truly can't help, politely ask to speak with a supervisor or a member of the retention department. Explain that you're a long-term customer and believe your request warrants further consideration.
Phrase it like: "I understand you're unable to assist, but I'd really appreciate the opportunity to speak with a supervisor or someone in the retention department who might have more flexibility to help a long-term customer like myself."
Step 6: Consider Alternatives if a Waiver Isn't Possible
Even if you can't get the fee waived, there are ways to minimize its impact or avoid it in the future.
Sub-heading: Purchase an Unlocked Phone
Avoid Carrier Fees Entirely: If you buy an unlocked phone directly from the manufacturer (e.g., Apple, Samsung, Google) or a third-party retailer (like Amazon or Best Buy) and simply swap your existing Verizon SIM card into it, you generally will not be charged an upgrade fee. This is because you're not activating a new device through Verizon's system, but rather just using their network with a device you already own.
Consideration: This often means paying the full price of the phone upfront or financing it through the manufacturer/retailer, which might not be ideal for everyone.
Sub-heading: Wait for Promotions
Sometimes, Verizon will run special promotions that include a waived upgrade fee or significant trade-in bonuses that effectively offset the fee. Keep an eye out for these.
Sub-heading: Trade-In Programs
While trade-ins usually apply to the cost of the new device, some promotions might be structured in a way that the trade-in value indirectly covers or reduces the upgrade fee.
Final Thoughts: Be Prepared, Be Polite, Be Persistent
Getting a Verizon upgrade fee waived isn't a guaranteed outcome, but by being informed, prepared, and polite, you significantly increase your chances. Remember, it's about building a rapport and showing your value as a customer. Good luck!
10 Related FAQ Questions:
How to check my Verizon upgrade eligibility?
You can check your Verizon upgrade eligibility by logging into your My Verizon account (either through the app or website), navigating to the "Devices" section, and then selecting "Upgrade Device."
How to avoid the Verizon upgrade fee by buying an unlocked phone?
To avoid the Verizon upgrade fee by buying an unlocked phone, purchase your desired device directly from the manufacturer (e.g., Apple, Samsung) or a reputable retailer, and then simply insert your existing Verizon SIM card into the new phone. No "upgrade" transaction with Verizon means no fee.
How to negotiate with Verizon customer service to waive a fee?
To negotiate with Verizon customer service, politely explain your request, emphasize your loyalty (e.g., years as a customer, on-time payments), mention any legitimate service issues you've experienced, and if necessary, ask to speak with a supervisor or the retention department.
How to get a credit for the Verizon upgrade fee if it's already charged?
If the Verizon upgrade fee has already been charged to your bill, you can still call customer service and explain your situation, using the negotiation tactics mentioned above, to request a credit to your account for the fee amount.
How to find out if Verizon has a loyalty program that waives fees?
Verizon offers a "myAccess Rewards" program that provides personalized deals and offers to eligible customers. While it doesn't explicitly waive upgrade fees, checking this program in your My Verizon account might reveal other discounts that could indirectly help.
How to use trade-in value to offset Verizon upgrade fees?
Verizon's trade-in programs typically apply the value of your old device towards the cost of your new device. While it doesn't directly waive the upgrade fee, a significant trade-in value effectively reduces your overall out-of-pocket expense, making the upgrade fee less impactful.
How to contact Verizon's retention department?
To contact Verizon's retention department, call the general customer service number. If the initial representative cannot assist with your request to waive the upgrade fee, politely ask to be transferred to the "retention" or "loyalty" department, as they often have more authority for such requests.
How to ensure I don't get charged double for an upgrade fee?
Double upgrade fees can sometimes occur due to system errors. If you notice a double charge on your bill estimate, immediately contact Verizon customer service (preferably via chat for a written record) to clarify and request a correction before the bill is finalized.
How to get Verizon to provide a discount instead of waiving the fee?
If a full waiver isn't possible, you can ask Verizon if they can offer a "loyalty discount," a "promotional credit," or a discount on accessories that could offset the upgrade fee's cost.
How to switch carriers to avoid Verizon upgrade fees in the future?
If Verizon's fees become a persistent issue, research other carriers. Many carriers have "Bring Your Own Device" (BYOD) promotions or different fee structures. However, be sure to compare overall plan costs and network coverage before making a switch.