What a nightmare:
DATE/TIME: 2016-08-03 13:32:58
Chat Transcript
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
Verizon : Hi! How can I help you today?
You : What is the benefit of purchasing the Note 7 outright, as opposed to buying it over 24 months?
DESTINY : Welcome to Verizon Wireless Sales chat!
DESTINY : Whom do I have the pleasure of chatting with today?
You : John
You : Thank you for being my Destiny!
DESTINY : Hello John Thanks for chatting in with us today. I will be more then happy to assist you with payment plans.
DESTINY : You are able to break the full retail price down so it can be cheaper for you instead of paying a lump some all at once
You : Why would anyone pay the full price up front, in that case, if they can pay it over 24 months?
You : There's usually some incentive for buying the device outright, instead of having Verizon finance it.
DESTINY : Some people don't want o keep paying on the phone each month if they have the money for the phone with them then some don't and rather break it don't so they can afford it
DESTINY : Are you looking to make a payment today ?
You : That still makes no sense. Either Verizon is offering to eat the cost of financing loans to people so they can buy the phone over 24 months, or, Verizon is not reducing the purchase price of the phone to people who don't wish to pay for that financing by paying the full price up front. You do understand my question, correct?
DESTINY : The device payment program, allows us to drop your line access fee from $40.00 a month to only $20.00 a month, which helps to cover the cost of the payment. Upgrade and activation fees are also discounted by 50%.
DESTINY : With the monthly device payment option you get lower access line charges and cheaper activation/upgrade fees compared to 2-year contracts. You also have the option to upgrade at any time by paying off the remaining balance.
You : What you're saying makes the world sound backwards. You're saying there are several disincentives for anyone who pays the full price up front, correct?
DESTINY : The benefit of paying the full retail cost of a device is to not be under a contract and be able to upgrade whenever you like. however when you choose device payment you can pay the device off for say 9 months and a new phone comes out you just have 11 more months to pay off and you can upgrade, I choose device payment so I will not have so much to pay up front but when a new device come out I can still pay it off and upgrade and then I can trade in my device for a credit.
DESTINY : Paying up front would get you a cheaper bill monthly but you pay more up front so it would be the better option if that can be paid up front.
You : So, you're saying that choosing the 24 month payment plan DOES put you under contract for 2 years?
You : Destiny?
DESTINY : Of course not
DESTINY : With the 24montly payment you are not entitled for a 2yr contract you are able to by out your phone whenever you like
You : I think we're going around in circles. Are there 2 year contracts available which result in paying a lower total amount for the purchase price of the phone?
DESTINY : Being that you are on the verizon plan you can stay with the 2yr contract with your phone purchase however with if choose to upgrade plans you have offer being on DP or paying the full price no contract offered
You : If I stay with my 2 year contract, do I get to pay a lower total price for the cost of the phone?
DESTINY : yes this is correct
You : What would the cost of the phone be if I stay with my 2 year contract?
DESTINY : Okay give me a few minutes i will look up this information for you
You : Ok thanks.
DESTINY : No problem
DESTINY : Getting the calculations ready for you thanks fro holding
You : No problem.
DESTINY : okay your access fee is 20.00 + the data plan 30 + the 2yr price 299.99
DESTINY : 349.99 is the total
DESTINY : How does that sound to you ?
DESTINY : However i can tell you the price if you was to switch to device payment on the new verizon plan if you want
You : So, would I be paying that $299 over the course of my 2 year contract, plus monthly usage fees?
DESTINY : You will pay th 299.99 once pay the access fee and the data usage every month
DESTINY : the 20 and the 30
You : So I'd pay $299 up front? And then $50/month for the next 2 years?
DESTINY : Yes this is correct
You : That seems like a lot better option than paying $864 up front, or paying $864 over 24 months in payments of $36/month.
DESTINY : I totally understand
DESTINY : Is there anything else I can help you with today?
You : It just means I'm on contract, right?
DESTINY : Yes Correct
You : That would be fine since I have no reason to go anywhere else. I have another question. Samsung is offering a free microSD card or Fit2 Watch if you buy the phone from them. Is Verizon doing any types of promotions like that?
DESTINY : yes this is the promotion that we are currently doing as well
DESTINY : Do you want to start your order process today ?
DESTINY : I haven't heard from you in a while. Would you like to continue chatting?
You : Hang on!
DESTINY : No problem
You : Ok, so I could pay the $299 up front, stay on contract, and get the choice of a 256GB Samsung microSD card included?
DESTINY : in order to be eliglbe for this promotion you will have to have a new device on device payment
DESTINY : eligible
DESTINY : However being that you are wanting to stay on 2yr contract this promotion will not be applied
You : Ok, so no, I do not want to do that. By staying on my 2 year contract, I will save $564 on the cost of the phone, if I've understood you correctly. It will only cost me half that much, or less, to buy my own microSD card myself.
You : Correct?
DESTINY : Correct
You : Ok. So yes, I do want to proceed on buying the phone for $299.
DESTINY : Awesome have you signed in to your account?
You : Let me look..
You : Yes.
DESTINY : Perfect
DESTINY : Hover over My Devices and click Upgrade Devices
You : Ok, I'm proceeding. Just choose the Note 7 that I want?
DESTINY : Correct
You : Ok, I've done that. It now asks me to choose how to pay - $36/mo or $864.
DESTINY : Okay one moment while i pull your account back up and see please
You : So far so good?
DESTINY : Okay being that You are the verizon plan its only showing these to options for you which I apologize fro if i confused you in any way the 36.00 DP applies to your phone the 2yr does not
DESTINY : which means 36+20+30
You : I'm no longer on a 2 year contract, already?
DESTINY : Yes it says your plan does not offer the 2yr contract which is why you only see this 2 options.each moth your bill will be 86 each month on DP
DESTINY : or the full price 864 at at once and 50 each month
DESTINY : I do apologize for the confusion
You : Ok, I think I know why I'm not on contract anymore. There's nothing I can do about that. But that returns us to the original question. Why is the up front purchase cost the same as the 24 month financed cost? Paying full price up front should cost less than the 24 month financed option, because Verizon doesn't have to finance a loan to me for 24 months for the cost of the phone. You know what I mean?
DESTINY : When you purchase a phone on device payment you are paying on the retail price of the phone over 24 months. The contract is for the phone. You can choose to pay off the phone sooner to upgrade to a new phone or remain out ouf contract. For your current plan, Verizon Plan, it is centered around order the phone on the device payment program which you have a $20 discount on the line access fee which could be $40 when you purchase the phone at the 2 year discounted price.
DESTINY : Once you pay off the phone the payments will be removed.
DESTINY : The device is yous to do as you choose or you can trade the phone in to use the trade in as a down payment on the new device to lower the monthly payment on the device.
You : No, you're not understanding my question. The total cost of the phone should not be the same between either financing it for 24 months, or buying it up front for $864.
You : Buying it up front should be less money, or financing it for 24 months should be more money.
You : Something's not right with that.
DESTINY : They are the same when it comes to the final amount. With device payment you are agreeing to pay on the retail price of the phone in 24 monthly payments instead of paying the amount upfront. If you are looking to see if you can go back to your order plan in order to purchase the phone at the 2 year discounted price of $299.99 + there is a $40 upgrad3e fee for the Note 7 I recommend calling customer care. Since you are under the Verizon plan the options to purchase a phone is on device payment. Would you like the number to see if you can go back to your older plan?
DESTINY : Just checking in, How is everything going?
You : No, you're still not understanding the meaning of my basic question. The total purchase price of the phone itself should not be identical to finance for 24 months versus purchase all at once, up front. Financing costs someone more - either me, or Verizon. So, either $864 for an up front cost is higher than it should be, or 36/month for 24 months is lower than it should be.
You : I know you are anxious to end our conversation but I need to get my questions answered correctly, I'm sorry.
DESTINY : Maybe I'm not understand your statement. Device payment is the $864 divided by 24 which comes to $36 a month and after 24 months you pay the retail price of $864. The only difference between retail ;price and device payment is with retail price you do not have a contract. With device payment the contract is on the phone to agree to pay on the retail price within 24 months or sooner. There are no financing charges and once you pay off the device it is yours to keep.
You : But I already do not have a contract. We just went through all that.
DESTINY : Correct but since you are out contract and you are looking to upgrade your line your options to purchase a device based on your plan is to purchase with device payment and have the $36 monthly payment added to your plan and you only pay tax and accessories upfront cost OR purchase at the retail price and pay the amount upfront and keep your monthly cost the same.
You : I'm not looking to upgrade my line. I'm looking to get a new phone. And what I'm seeing is that it will cost me the same to finance the phone for 24 months, or to pay for the full cost up front. The issue is about the total cost of the phone. The amount of my monthly payment has no bearing on the issue at all. If I pay the full retail price up front, it should be a lower total price than if I choose to finance it over 24 months, because Verizon isn't loaning me the money to pay for the device. Correct?
DESTINY : yes pricing for the phone is the same with retail price and device payment. The retail price of the phone is set by the manufacturer and device payment is a agreement on the retail price of the phone which are the same pricing. $864 with device payment and $864 with retail price. The only difference with device payment it allows to break the $864 in to 24 monthly installments. When referring to upgrading meaning you are upgrading an existing line on your account without adding an additional line to your account. You can try calling customer care to see if you can go back to your older plan in order to purchase the phone at the discounted price. As a sales agent I do not have the access to make changes to your account to change your plan. You can do this with customer care at
1-800-922-0204.
You : Do you agree it makes no sense for ANYONE to EVER pay the full retail price up front, if they can hang onto their $864 and just pay it out to Verizon in chunks of $36/month for 24 months?
DESTINY : It is an option and customer choose to pay the retail price of the phone upfront based on their options at the time OR if they are choosing to remain out of contract. I have sold device at the retail price. That options is not for all customers. In your case when you try to purchase a phone with your current plan your options is to purchase on device payment or retail price.
DESTINY : With your plan you are receiving a $20 discount on your line access fee versus paying $40 when you purchase at the 2 year pricing when you change back to your older plan.
You : I see those two purchase options listed before I even login as my own Verizon user id. That means the two options are what everyone is being shown, who's not logged in.
DESTINY : That is the options for new customer since they will be on the Verizon plan. Verizon plan is centered around device payment.
DESTINY : If any customer is on the Verizon plan those are their options to purchase aphone.
DESTINY : * a phon3e
DESTINY : *phone
You : Wait. So, if I pay full retail up front, my line access fee is $20/month, and if I do the $36/month DP plan, my line access fee is $40/month?
DESTINY : When you order the phone on device payment or retail price on your current line access fee will remain $20. versus paying $40 when you purchase at the 2 year pricing when you change back to your older plan this is when you pay the $299.99 pricing of the phone + there is a $40 upgrade fee.
DESTINY : Just checking in, How is everything going?
You : No, we're not talking anymore at all about going back to my old plan. We're talking about me, or anyone else off the street who's a first time Verizon customer, for that matter - being offered an identical price for the phone whether that pay the whole cost up front, or they pay it off in monthly installments. Everything you're telling me is saying that the total cost they are being charged for the phone itself, in both those cases, is $864. What I'm saying is, that implies that Verizon is willing to loan the customer the $864 for a 24 month loan, and not charge them anything extra for the cost of loaning them the money.
You : Right?
DESTINY : You are charged for the phone and that is the $36 monthly payment that is added to your plan cost. 36*24=$864. This is a contract when you purchase on device payment. Meaning for new customer there is a credit check. . You are agreeing to pay on the phone over 24 month or sooner since you pay off the phone time. You pay the tax for the phone upfront and accessories.
You : Either way, I pay $864 for the phone. If I want to pay up front, it should be something less than $864, because Verizon isn't having to pay someone to finance my purchase for 24 months. Do you agree?
DESTINY : I can not agree since the retail price is set by the manufacturer and the contract is based on the retail price. At this time there is no promotion to lower the retail price for the Note 7.
You : What you're really saying is, for an unknown reason, Verizon isn't charging anything additional to finance the retail price of the phone to people for 24 months. That can only mean that they are recovering that cost somewhere else. That's fine, if they want to do that. I'm just saying that to no allow the customer to save themselves some money by paying the full price up front is just a bad business decision by them, I guess.
DESTINY : There are no financing charges. You are just paying the retail price of the phone and once you pay it off the device is yours to do as you please. Since you are paying the tax for the phone upfront with device payment the only additional cost to your account will be the $36 monthly payment for the device. The contract is for the device only not the service with device payment.
DESTINY : Is there anything else I can help you with today?
You : You're right. *I'm* not financing it by buying it over 24 months. Verizon is. They can't just hand out the device to me without having paid Samsung for it. Someone is financing someone for that $24 months. I'm thinking now though that you must have been told not to address this question, because I can't believe you don't understand what I'm saying. I do thank you for your time and effort. I know this must be a difficult job. Have a nice day.