Verizon's customer service used to be spectacular. Now.... not so much. I took my mother to the Verizon store (NOT a contracted store, an actual VERIZON store) because her phone display was not longer working. We were told they did not do any diagnostics in that store (they used to) and we had to make an appointment to go to a store an hour away and the earliest appointment was 6 days away. I carry insurance so we were told we could pay $50 to bypass that and have one sent to us overnight. My mother is 72 and lives alone. Having a working phone is important. We had to pay the fee. The phone did not arrive the next day so I contacted online customer support and was told they could not retrieve transactions done in one of their stores. What?!?! Aren't you like one of the biggest information handlers in the US? Anyway, I told my mother if it had not come by the next day (today) I would call the store. I called the store, spoke with the manager, and was told they could not do any verification over the phone and that I had to return to the store to find out what is going on and where the phone is. There is NOTHING about it in my account online. I am getting this taken care of and then switching to something else. I have had Verizon for over 13 years but this is too much.
