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Verizon customer support

I have been a Verizon customer [phone number removed per the Verizon Terms of Service] years. Every year Verizon service has gotten more and more expensive. Pushing me out of the grandfathered plans I have been in each year. This year has been the most significant of bad customer service. Yesterday, tried upgrading phones. Of course in order to upgrade devices, I HAD to opt out of my current plan and pay for the more expensive ultimate unlimited plan. $10 more per line. I agreed and tried upgrading. Was unsuccessful and reached out to customer service. After chatting for 45 minutes I decided to quit. Later In the evening, I tried again (iPhone ship dates now pushed back 10 days). I started getting the error message “There's an upgrade already in progress for this line, but you can always upgrade another device on your account.”. So I reached out to customer service again. Chatted for nearly an hour. Only thing they wanted to do was place the order for me so they could get their credit. Of course each encounter was POOR POOR chopped English. I quit again. The next morning I woke up, and tried again. Spent exactly 2 hours working with it and customer service before I gave up. The third agent I was transferred to, assured me he would fix the issue. Told me to please stay in the chat and he would fix the issue in 6 hours. 6 hours. Tonight makes my last attempt. Tried chatting with customer service and they would not message me back. Terrible terrible customer service. Verizon is primed to be taken over by a more aggressive company that can provide equivalent coverages. As of now, I still have not upgrade iPhones. Can’t find a customer service representative that gives a dang and doesn’t just want a sale

Comments

Verizon_Support

awills, we value your long time loyalty, and always want to make it easy to do business with us. This is far from the experience that we want for you, and we're sorry to read about the issues you've experienced when trying to upgrade your lines. We also understand your cost concerns, and want to make sure that you're on the best plan for your needs. To best assist, we'll be sending a Private Message.

~Izzy

awills

For everyone’s information, the private message DID NOT solve the problem.

AARHEN60

I have been a customer for over 21 years and never once received anything of nominal value from Verizon wireless. They could care less if im a customer or not. Prices are high, Custer service is a joke at best.

Verizon_Support

Hello, awills. My apologies to hear of this, but I did review the previous Private Messages that we sent you regarding your concerns. We did send several messages with no reply on your end. Please let us know if we can still be of assistance.

-Natasha

Thunder_Lightning

i agree with you 100%. 27 year customer here and had my first ever issue with my account. Customer service has been horrendous. In my dozens of calls, I’ve asked for a supervisor because all each rep did was the exact same thing the prior agent did, even when I told them to read the file notes because it’s all there. Each time I asked for a supervisor, they told me none were available

The worst call was where an agent answered and asked what he could help me with. I started telling him, but within 30 seconds, I heard loud snoring on the line I literally had to yell his name into the phone to wake him. The first thing he said was, “ I wasn’t sleeping”. I didn’t argue but asked for a SUP. All he did was send me back to the phone queue. I wanted to make a formal complaint of him falling asleep but nobody would take the complaint. Supposedly they noted it on my account but I don’t know if I believe it .

Took dozens of calls and empty promises to fix my $850 billing credit issue for a returned phone, and finally having to threaten to call the FCC for my issue to finally be resolved today.

They had the phone confirmed received back in their warehouse in 8/12 but were still charging me for the phone. They can’t have the phone in their possession and charge me for it at the same time. It was either give me my credit or send me the phone so I can sell it privately to recoup my money.

I have always, up to now, been satisfied with Verizon. Though expensive, their coverage is extremely reliable. But after this horrendous customer service experience, I’m seriously considering changing carriers.

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