I have been a loyal customer for 12+ years. I have been, perhaps, the easiest customer you could imagine and have cost Verizon nothing. I have had the same phone for the whole time I have been with them, despite many calls from them to upgrade me. Over the years, I have also had my wife and a bunch of friends and family switch over to Verizon due to the good coverage they have.
I haven't had any experience with their customer service until recently. It as been horrific.
Talk about a company that has gotten too big that it has lost touch with its customers...Verizon takes the prize.
Whether it was the fact that my phone was too old that it was slowing down their network or due to the fact that I never upgraded, I used to consistently get at least a call a week with various offers ($200 to upgrade, etc) from them. For a while, there, I was getting a call every day.
In any event, I had kept my phone "alive" long enough and decided to upgrade. I called to speak to someone. Not easy. And when you do speak to someone, it may as well be a machine as they are not authorized to do much of anything to "serve" you. If you ask to speak to a supervisor or anyone with authority to serve the customer, you are told that no one is available, but that you will receive a call within 24-48 hours. This doesn't occur. So, you call back, and the drone on the phone, who has no accountability and who won't even give you their last name or employee number (or any way to identify them in the future) gives you the same song and dance, but you can't pick up where you left off as you can't speak to the person you left off with. You hit The Verizon Wall.
So, you go online. There, they will typically respond. But, not with a helpful response. They write something to you telling you how they will take ownership of your issue (they only give you their first name and you can't reply to the email) and it all seems like you got over The Verizon Wall....but, you didn't. There's another step. Rather than them calling you (this is my cell phone provider...they have my number), they send you an email asking you to go into your account and to send an email from there verifying that you are you. So, you try to do this (they haven't crafted an email to walk you through doing this) and you can't. It is HARD. Between my wife and I, we have a master and two doctorate degrees and after 3 attempts, my wife figured out how to do this (I still can't do it). So, for a week or so, I have been awaiting my response to my verification of me being me, so that we can discuss my issue.
Sadly, I have no one to call or email as the person who answers the phone can't help me. He says that he can only do something if it is in my file. So, I tell him the date of the note in my file (where they made me an offer to upgrade me and i simply wanted to accept that offer) and he says it is not in my file. I ask him to check again. He finds it. I'm saved right. Nope, you forgot about The Verizon Wall. He is not authorized to do that. He needs a supervisor. His name was Ian, and 10 days ago, he was going to have his supervisor (who wasn't available) call me in 24-48 hours. Verizon Wall. No call...just the name Ian.
Is this the way you treat a ridiculously loyal and inexpensive customer?! All I want is the deal they made me about a month ago. I climbed the Verizon Wall, had gotten a supervisor to make me a deal, give me their direct number, unheard of things. So, I figured I was safe and was going to let my phone die and then call and get the offer that is on file. Two weeks into this adventure, I have been unable to speak to anyone despite calls and emails.
In addition to Ian, I have two silly "I will help you (if you can get through this impossible test) emails...one from Tola and one from Jordan. I thought they would help me. They haven't.
So, I found the number of the supervisor from last time...my savior Eric. He will call me back. No he won't. I left him 5 emails over the last 6 days. Perhaps he is on vacation. I will give him until Monday to call me. If not, I will publish his number, so you all can waste your time trying to reach him. Why should he call you back. Who can I tell? Who can I call. There is no accountability.
There is no way I'm the first to encounter The Verizon Wall. The fact that they do business like this astonishes me and the fact that it persists is ridiculous.
I haven't read through any old posts and have, actually, never in my life posted anything anywhere before. But I am beside myself. The Verizon Wall is beyond my comprehension. They suck. But, the fact that the public and their customers allow this horrific "service", in this day and age....we should all be blamed for not blasting this nonsense all over the place.
If anyone can tell me where else I can post this message, please let me know.
AT&T or one of their competitors should do a commercial about calling or trying to contact Verizon.
Message was edited by: Verizon Moderator to remove full name of employee
