I'm sharing my experience because it was an incredibly frustrating customer service by several representatives and I feel like this needs to be addressed. I am currently about 2/3rds of the way into an iPhone upgrade program. I want to switch to the new iPhone 17 Pro. Simple enough, right? Wrong.
First I was on the phone with the representatives. They were fine because they were trying to be helpful. But they were also giving conflicting pieces of information. It didn't seem like there was a set of facts being shared with me. They were like, opinions or guesses. In particular about what my options are.
So I just went to the website - which at first was a nice streamlined experience. It offered two options: pay for the remaining balance of my current phone and then trade it in, or upgrade to one of the new plans and switch phones directly. I did not want to change my plan, so I went for option 1. I went through all the steps online until the last step - and then got an error. Redid it a few times - same error.
So I went back on the phone with reps. When I clarified I wanted option 1, they then told me I'd still have to upgrade my plan. But that's not what the website says. One rep confirmed that it was an online only deal (no one else was aware of this) and that it was an error on Verizon side and they'll try to sort it out for me.
It was looking optimistic, until I was accidentally (?) transferred to someone else. And I had to start over AGAIN. But this time without the same facts. Apparently, there is no online deal. I escalated to supervisor, who promised the original rep would call me back within half and hour, and if that doesn't happen supervisor will call me back. I never heard from either.
And at this point I'm just over Verizon. One bad rep, that's fine. But an overall terrible customer service at the hands of around 5-7 reps who would assure me a call back and never get it, or assure me a solution then accidentally connect me to somewhere else - that's unacceptable. It's one thing to have bad service, it's another to just be toyed around with and disrespected. Not what a loyal customer deserves, don't you think, Verizon?
I'm over Verizon. I'll probably leave as soon as I find a good opportunity.
