I went into a corporate Verizon store for phone issues. Phone screen will go black and restart intermittently. Store confirmed I had insurance and told me to call Asurion- insurance claims to get a replacement phone, next day. 888-881-2622. Go through all the automated things, info, what is going on, finally get to a rep. He tells me it's not insurance but warranty, $50, new phone won't come for 2 days. Slightly frustrated not same as what I was told at the store, but fine. I ask for confirmation, give him my email, he repeats it, we discontinue call. An hour later, still hadn't gotten email, call some 800 number, go through all the automated responses again, get to a person, he tells me zero record. He stated that what I was explaining couldn't have been done through Asuron, only Verizon. I try to explain that I called one number and that's what happened. He transfers me, explain everything again. This person finds my info. The original person I worked with for the warranty phone, although repeated my email back, sent to old email in account. This new person noticed my longevity with Verizon, 21 years, and asked why no one had offered me a promotion. Sir, I don't work for your company. He proceeded to text pdfs of options for phone upgrades and tablets. The "new" options were confusing as they showed my old phone too. The numbers would be high and he'd say, "oh that needs to be subtracted off". The multiple text of pdfs, being asked to go on hold for "a moment" went on for two hours. I repeatedly asked about transferring phone number and everything on my phone and was told no problem. As well as canceling the warranty s21, all the while told no problem. This whole interaction was frustrating. Later in the evening I looked at my verizon account at was ordered, the s25 details shows new phone number. That was not at all explained clearly. I would NEVER have asked for a new number with replacement phone. Being Sunday, no one to talk to. Went the chat options with my verizon. Requested everything be canceled. What I believe was a live chat person said they canceled my last 3 orders that happened, but wouldn't give me the cancelation numbers. This experience was an hour of text chatting and waiting. I had to start a new chat as I waited 15 minutes. Even texting, hello? Logged back, asked to continue chat, this person text that they did a claims tickets to stop the order and dud text that stop number to me. Of course 2 hours after that I get an email stating that a tablet and s25 have shipped. All in all from going into the store, phone conversations yesterday, and chatting in the app, I have spent 5 hours of my time trying to resolve an issue with zero resolution. Verizon customer service and ease of problem solving is subpar.
