I preordered an iPhone 12, and it arrived on launch day. I was using an iPhone XS Max with a Verizon eSIM. Before powering on my new device, I removed the Verizon eSIM plan from my XS Max and activated my new phone. I had quite a bit of trouble, so I chatted with a rep who told me activation could take up to 24 hours. It finally started working shortly after, and I assumed I was good to go.
The next day I as I am getting around, I realize I need to add insurance to my new phone. My XS Max was an unlocked BYOD and was not eligible for mobile phone protection through Verizon. Now I have an iPhone 12 purchased from Verizon, so I log onto the app and try to add insurance but could not.
At this point, I call support. The first rep tells me because my line was declined (due to the previous non-Verizon phone), she would have to add it for me. We spent around 30 minutes on the phone when suddenly, without warning, I was transferred.
Now, on with my second rep, I explain everything again, and after an hour, she explains she is going to make a ticket to have device protection added to my line. But was unable to submit the ticket. She tells me she is going to transfer me to someone in tech support who is going to help submit the ticket.
My third rep of the day tells me I can not have insurance on my line because I am still on an eSIM. I tell him that I no longer require an eSIM and ask him to activate the 5G SIM card that came with my phone. He asked if I had a second line he could call me on. No, I do not have a second line. He tells me to ask a friend or a family member to use their phone. So I explain to him that I live 4 hours away from my family and friends because I moved recently for work and ask if there are any other options. He said no. So I asked if he could help me make an appointment at a store. No. When I told him I had been on the phone for nearly 2 hours at this point and just wanted to activate my 5G SIM and add insurance. He tells me "I answered your question. You wanted to add insurance, and the answer is you can not until you are on a physical sim". I reminded him that while he may have answered my question, he had not resolved my issue and provided no clear path to a resolution.
After getting off the phone, I went to the Verizon store near my house. It is an authorized retailer because all of the corporate stores are closed in my city. They tell me I am on an eSIM, said they would activate my SIM card, and add insurance for me. We did some test calls, and they told me I was good to go.
I get home and check the account to see if insurance is added it’s not. So I call back. Talk to my 4th phone rep of the day, and he tells me that the first rep I chatted with on Friday who said it would take 24 hours had actually submitted a ticket to have my eSIM switched to my physical SIM, and it would actually take around 24-48 hours for the phone to be activated. Then I could add insurance.
So I wait until today. Now, well past 48 hours, and my phone still has no insurance and is still apparently on an eSIM., I'm told after contacted support via chat to call in (even though the offices were already closed). I am aware today and yesterday were not weekdays, and if a ticket was submitted, it would probably take 1-2 business days. My issue is the complete lack of communication, misinformation, and frankly, the cluster that customer service has become.
All four reps I spoke on the phone with were working from home, from what I understand. Aside from the blind transfer and the technical support rep with rough soft skills everyone was doing, what I believe to be, their best. It is obvious to me that Verizon, as a company, has not provided their representatives with adequate resources and support. Therefore, resulting in inadequate customer service. I blame Verizon and feel sorry for everyone who is working on the frontlines during the pandemic. This has been a horrible upgrade experience.
