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Signal Problem and Bad Customer Service

Hi,
I have moved from Sprint to Verizon last month hoping paying extra will get me a better Signal and customer service. I couldn't be more wrong. What a mistake I did. So here is my story:
When I switched to Verizon, I noticed that I don't get a good signal in my house or my area,I get 1 Bar in my area and If lucky I get 1 bar at home randomly. So Sending/Receiving calls/Text in the house is bad. outside is understandable i move a bit here and there and I can get it to work but when you are in the house is bad. Keep missing my Text,,etc.

So now the fun part starts, I called their Customer service and reported this issue. Went through troubleshooting process even though I knew it wasn't the phone since I got 2 lines with them and both have the same problem.
Anyhow, after couple of times, they opened a ticket with their Network Engineer to investigate my area.(North Bergen, NJ) not in a middle of nowhere. I didn't not hear anything from them for a week to see whats happening. So I called them after a week and been told, that the issue is my area but they can offer me a Mini tower for my house for $250. After talking to the representative, I do admit he was a nice guy and I assume he was just doing his job, but he offered 25$ discount. So $225 I have to pay to get a signal!. To me this is unacceptable, So my other alternative is to Cancel my contract free of charge (No Termination Fee) since they have approved that I got get a good signal.
I do admit, I'm really surprised that they are willing to loose a customer and cancel the contract but not willing to send a Signal booster for Free!!! This is Shocking.

Nothing against the representatives I spoke to at all since I assume they have no other choice, but I'm just surprised how Verizon is handling this cases. Anyhow now I'm looking to cancel my contract and go with another carrier. Just wanted to share my experience with other users on this community, that if they treat a new customer like this how do they treat you after a while. If any Manager reading this Comments and want to discuss this issue to see how true it is, Let me know. I will be more than happy to discuss it, (That is if the manager care). Thanks

P.S, For other users, who might think, yes, you cant keep everyone happy (true that), But I normally don't write bad reviews and rarely happens. AND AGAIN THIS IS NOT AGAINST THE REPRESENTATIVES WHO HAVE ASSISTED ME EVERY TIME I CALLED. THEY WERE VERY UNDERSTANDING.

Comments

flutterfly8497

Did Verizon offer to waive the ETF, or are did you mean that you want them to? I do know that if you are in an area of marginal or no coverage, they will waive the ETF sometimes, but I think most of the time you have to ask repeatedly, and escalate if necessary. Are you still within the 14 day worry free guarantee? If so, you can return the phones and pay the restocking fee, and not have to argue about the ETF.

azv

Their Offer is basically as follow:

1 - Pay $225 (Discounted $25, instead of $250)

2 - I can terminate my contract with no penalty since they have confirmed the issue in my area.
But the funny side is, they are willing to loose on 23 month of contract and potential of renewing in 2 years instead of them send me the Signal booster for free!! Which to me makes no sense.

flutterfly8497

Most likely if the signal is that bad, or nonexistent entirely, sending you the booster would actually be a waste of time and resources on both sides. They aren't designed to generate a signal, so if there is none for the booster to pick up, it will change nothing. I am glad they offered to waive the ETC, as they should when they cannot provide usable service. Happy Holidays!

azv

I totally agree with, but as I mentioned, I get 1bar randomly, actually My next door neighbor with At&T had the same issue and they send him the Extender already and it works fine for him now, (and they did that for free).. ohh well, It seems i got to move the carries and get that Extender for free.. As you mentioned, yes they did said they will waive the ETC, but, you know what Im trying to say, though,,225 for them or loose a customer, is not really promising right?,,

Verizon_Support

azv, we don't want you to feel any remorse about switching to our network. How was wireless reception in your home when you had Sprint? Please be advised that wireless service can be challenging indoors for any wireless company. This is why we recommended the Network Extender http://vz.to/GO3te0 This device allows you to make calls and in most cases provide faster access for email and other applications as it enhances indoor coverage to provide more reliable service. We hope that we can restore your faith in us and continue this wireless relationship with you.

LasinaH_VZW

Follow us on Twitter @VZWSupport

azv

Hi,
I do understand this. And to be honest I don't really want to switch but what would you do if you were in my situation. On sprint it was OK (wasn't great), but to be honest it could have been the fact that i used imessage (used to have iphones), and that could be the reason i didn't notice it that much.
What it bothered me really was the fact, you guys are willing to loose on my contract ( 2-year contract for 2 lines) and not provide the signal booster for free. That really doesn't make sense to me.
The way it looks that you really don't care. I will be happy to speak to you guys about it.
Thanks for replying to my post, if you need any information, please let me. Thanks

Verizon_Support

We don't want to lose you, azv. Although the Network Extender is not being offered for free, we can certainly take a closer look at that resolution ticket you had filed and see if there are any alternative ways to help your signal improve. I have sent you a follow request here in the forum. Please access https://community.verizonwireless.com/actions to accept my request and follow me back so you can send me a private message with your name and mobile number so we can check out your account options.

Thank you

JenniferH_VZW

Please follow us on Twitter @vzwsupport

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