I’ve had an iPad with Verizon cellular connectivity that costs $10 per month. I rarely use the cellular connection and decided to remove the iPad from my account. I’ve had it for more than 4 years and have paid them about $500, equal to the price of the iPad itself. I assumed it would be easy to go to their website to remove the device. After all, you can do most everything else on the site, including buying and adding devices and changing plans. But, after trying everything, I found out the one thing you can’t do was remove a device. The options only allowed me to suspend it temporarily, but continue to pay the $10.
I googled to see if I was just missing a menu item or something obvious, but I discovered many others complained about the same issue. So I called 611 and waited. After 45 minutes on hold I gave up. I next tried their online chat and had better success. After 15 minutes I reached a live chat agent and had the following conversation that took a total of another 25 minutes, waiting an inordinate amount of time for the agent to respond each time. Notice how the agent suggested I not cancel but give the iPad to someone else.
While not a first world issue, it’s just another example of how Verizon creates policies that cause us frustration and to lose any loyalty we might have. I’m sure other carriers are just as manipulative, but it leaves a poor taste.
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Your chat recap
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Reference number:
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2059373786200300291
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Chatted on 09/25/2019 at 21:10:42
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You
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change account
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Verizon
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Thank you for contacting Verizon Wireless. My name is Dylan,I see that you were transferred to me from our digital assistant.How are you doing today?
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You
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I’m trying to remove my iPad from my plan to reduce bill by $10
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You
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It’s impossible to do from my Verizon
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Verizon
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Sure thing! I would be more than happy to assist you on that.
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Verizon
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I would just wanted to know if you wanted to give it to someone who could use it?
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You
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No. I will use iPad but not using cellular
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Verizon
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OKay, so you would be using it on WiFI?
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You
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Yes
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Verizon
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Great!
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Verizon
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Let me quickly do that for you and also see other ways to lower you bills,how does that sound?
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You
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No. All I want to do is remove iPad. I like my plan as is.
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Verizon
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Okay.
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Verizon
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Could you please confirm me the line number we are working on?
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You
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Main account line is 858xxxxxxx
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Verizon
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Thank you very much!
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You
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iPad is 76040xxxx
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Verizon
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Thank you!
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You
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Frustrating that I can do so much in your app but I have to spend an got to remove device
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You
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Makes me want to change carriers
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Verizon
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I completely understand your frustration.
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Verizon
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No worries! I would be doing it right away. (5 minutes pass)
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You
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What’s taking so long?
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Verizon
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Almost done. (Another 5 minutes)
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Verizon
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I appreciate your patience.
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You
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A lot easier to add a line:) (5 more minutes)
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Verizon
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I have successfully disconnected the line for you.
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You
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Thanks that reduces bill by $10?
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Verizon
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Yes, i am happy i helped you do it.
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You
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Thanks
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Verizon
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You’re welcome!
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Verizon
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Is there anything else I can help you with today?
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You
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Can I get a confirmation?
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You
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By email
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Verizon
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Yes,you would be getting one by email in sometime.
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Verizon
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No worries!
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You
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Got it
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Verizon
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Sure thing!
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You
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All done?
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Verizon
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Yes, we are all set unless you have anything else
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You
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Thanks. All good
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Verizon
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You’re welcome!
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