I had to buy a new phone and qualified for an upgrade discount, so I went to the Verizon store and bought a new one. When I got home, I had an email with an online offer that confused me. Thinking I got screwed out of money, I decided to participate in a “live support chat” session online.
I copied the text and pasted it below.
Please wait for a Chat Representative to respond.
Thank you for contacting Verizon Wireless. My name is ‘Gina’, how may I assist you?
Abby: I just returned home from the Verizon store because I was told I qualified for an upgrade. So I purchased the new phone, got home and just saw that there was an online discount for the same phone that I just bought! How can I get that $50 discount? It seems unfair to have to pay the full price if I’m a returning customer…
Gina: I’m sorry for the misunderstanding about online pricing vs. store pricing. I can gladly assist you.
(Insert boring details here.)
Gina: Thank you. First I wanted to mention so you understand why this happened. Stores have their own pricing. Now if you did purchase the phone at a company owned store I can see if I can credit your account.
Gina: One moment.
Gina: Great you did upgrade at a company owned store. I’m trying to see what you paid for the phone. $30?
Abby: $(insert amount much greater than $30)!
Gina: Oh. Gosh. Thank you. Please give me a few moments.
(Insert a few moments here.)
Abby: I’m still here…
Gina: Good news. We are unable to match online pricing as it’s for online orders only. Once you return you’re phone, place the order in My Verizon and it will be free.
Abby: But I already cut the UPC off the box and sent it in for the rebate. And it’s “your,” not “you’re,” just for future reference. I’m not trying to be rude, but it’s a pet peeve of mine.
Gina: Ha. Okay. You can still return phones after submitting the rebate. Your refund will be less the rebate.
Abby: So if I take the phone back, do they simply refund me what I paid for this phone and then I order the new one online for $X?
Gina: Yes, I see what you mean now. Hmm. The store will refund your money less the $50 rebate then you will get the $50 on a Visa card. Once they process your return, you can then order the phone in My Verizon for $X.
Abby: What do I tell them when I go there?
Gina: Exactly what you told me. Wait. You mentioned a $50 rebate. Online orders offer instant rebates and the stores instead have mail in rebates. In the end your price is still the same. I thought at first you found it was free.
Sidenote: Who mentioned a free phone?
Gina: Do you follow me?
Abby: Like on Twitter? I just starting Tweeting last week and don’t really know what I’m doing.
Gina: Ha. No, not on Twitter.
Abby: In fact, it’s kind of like this—typing back and forth—except you have to add in things like @ and # every once in awhile.
Gina: That sounds nice. Do you understand about the phone?
Abby: I think so. So there’s no difference between ordering it online or in the store. One is with a mail-in rebate and one is instant, so this whole conversation was for nothing?
Gina: You were under impression that you would get an additional $50 off but online there’s no mail in rebate in addition. It would be worth it if you saw it was free online.
Gina: I just caught that now. You never mentioned seeing a free phone online.
Abby: Right…so it’s the same price either way then.
Gina: I guess so! Are you familiar with how to track your rebate submission online? I can give you the direct link.
Abby: I sent it in already. It will come in the mail. As long as I’m not getting screwed by ordering in store instead of online, I guess this whole thing was a moot point!
Gina: I’m glad it works out the same. I included the link above to help you track the status.
Abby: I just mailed it an hour ago, so I don’t think I can check yet. However, I will keep the link for future use. Thanks.
Gina: Yes, exactly. Save it to your favorites.
Abby: Smiling is my favorite.
Gina: In 4-6 weeks you will receive your Visa card that can be used anywhere to further smiles!
Abby: Yay for smiles!
Gina: I hope you are enjoying your new phone. Did you have any additional questions or concerns for me at this time?
Abby: Thank you Gina. I plan on enjoying my new phone by not answering it when it rings and dying a little inside when the little text thing goes off.
Gina: You can change your text notifications in the Sounds setting menu if it is bothering you at the wrong times.
Abby: No, it’s people that bother me. The noises are fine.
Gina: Oh no! Well you go and have a great peaceful day by yourself with lots of smiles. If you have no other questions, I thank you for being a valued Verizon Wireless customer.