I switched four lines from US Cellular to Verizon less than a week ago and my experience has been extremely disappointing.
I was sold a Samsung phone that I quickly discovered I could not use effectively for my business. I was told I could exchange or return the device within the return period. Since then, I have spent countless hours on the phone, online chat, and visiting stores trying to complete what should be a simple exchange.
I have been transferred between multiple departments, given conflicting information, and repeatedly promised solutions that never happened. One representative specifically told me he personally contacted the Verizon store in Washington, Iowa and arranged for me to exchange my phone. I rearranged my work schedule and drove to the store, only to be told that no such call had ever been made and they could not help me.
I have now spent several hours trying to resolve this issue, including a three-hour round trip to a corporate Verizon location that also turned me away. Meanwhile, I am still stuck with a phone I cannot comfortably use and have had to rely on my old device through a mobile hotspot just to keep my business running.
To make matters worse, Verizon also incorrectly designated a newly added line as the primary account contact, creating additional confusion and delays when trying to verify my account.
I expected a smooth transition when moving four lines to Verizon. Instead, my first week as a customer has been filled with misinformation, broken promises, excessive transfers, wasted travel, and an incredible amount of frustration. The issue itself should have been simple. The fact that it remains unresolved after nearly a week is unacceptable.
I am not upset because I dislike a phone. I am upset because Verizon has repeatedly failed to provide accurate information or a clear path to resolve the problem. I simply want the device exchanged for one I can use and for Verizon to honor the information I was originally given.
