Problem
As Parkline Logistics’ managed service provider, we negotiated a three-year Verizon contract on their behalf that included 30 free Samsung Galaxy A53 devices on a $25 per line rate plan. Throughout their first month with the new phones, Parkline Logistics encountered compatibility issues between the A53s and their mobile device management (MDM) software. When they requested to exchange the phones, they were already past the 30-day promotional device return period.
The Wireless Support team worked with Verizon to request an exception for a device exchange. We escalated the issue through our channel partners and secured approval from Verizon, which issued Parkline new devices on new lines. However, Parkline’s dedicated account manager at Wireless Support, Brandon Wilson, later discovered that Verizon had in fact not officially honored the device exchange approval, leading Parkline to maintain 30 duplicate lines still under contract.
Solution
Brandon, having previously worked at Verizon’s corporate office, recognized the severity of the situation. To cancel the lines, Parkline would need to pay $12,000 to buy out phones that weren’t compatible with their business operations. Or if they kept the lines active, the service could cost up to $27,000.* Given that Verizon had initially approved the exchange, Brandon felt confident that he could work his connections and get Verizon to honor the approval — saving Parkline thousands.
To resolve this costly issue, Brandon and his colleagues at Wireless Support took three proactive steps:
1. Activate Verizon’s suspension policy: We suspended Parkline’s 30 unused lines to prevent billing during the time when we were working toward a solution.
2. Leverage relationships: Brandon worked closely with his channel partner at Verizon and escalated the issue to the right internal department to expedite the process.
3. Negotiate a credit: The back-and-forth communication delayed the device exchange by months. Ultimately, Verizon required that Parkline buy out the devices at retail price in order to cancel the lines. However, Brandon secured a $12,000 credit to offset this expense so that Parkline didn’t incur a financial burden through the process.
“We had to escalate to our channel partners that we connect with directly, not customer service. If the client tried to call customer service, they would not have been able to get it done.” -Brandon Wilson, Head of Account Management
Results
Brandon’s experience working at Verizon corporate enabled him to leverage his industry knowledge and contacts to navigate this complex situation. He maintained regular contact with Parkline Logistics to provide status updates and reassure them that he would take their case to the finish line. The successful resolution — devices exchanged past deadline and lines canceled without a financial penalty — strengthened our relationship with Parkline and reinforced the value of their dedicated account manager at Wireless Support.
“We take that approach of going above and beyond for our clients, and making sure that things are delivered as promised. The client feedback was, ‘This is exactly what I pay you guys for.’ They realized that if they went to the Verizon store, they wouldn't have been able to get this level of service.” -Brandon Wilson, Head of Account Management