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customer service ?????

we have been customers for 12 years but today finally broke me and my wife,customer service has gone done in past few years try to get new basic for for me and after 4hours in store and 45 mins with tech service and two 60 mile round trips i was back to original phone with no good explanation and my 30 dollar fee i paid in cash could only be refunded for a credit on my bill if this is way its gonna be i will change to a different company asap !!!!!!!!!!!!!!!!!!!

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Verizon_Support

Hi butzin,

We definitely apologize for the unfortunate events that have occured via store. We definitely strive to provide the best service and support at all times. We can certainly address this situation. Can you further elaborate on what occured exactly? Please keep us posted, thanks!

MatthewS_VZW

VZW Support

Follow us on Twitter @VZWSUPPORT

butzin

was told i had 200 credit to upgrade my basic phone, went to company store and found phone i liked.they first had trouble getting contacts transfered, after a hour was told ready to go, left and wife try to set up internet pages and it wouldnt connect it said no service call 611 went back to store and they tried tofix and 45 min later it was no go i had to leave to pickup kids from school. i live in peru,in and store is in kokomo,in when got home called support and then transfered to tech support and they believed it was defective and to go back to store to exchange it, this call lasted a hour, so back i went they first acted like they not trusted i talk to support, but they disapeared with phone in back room without telling me whats going on and about a hour later they came back and told me it was a internet problem and i asked how sine my old phone work ok and wifes phone works ok and they said thats different and thats all i got from them. so i

decided to return it and the upgrade fee i paid in cash could not be refunded back as cash wich i didnt like but let them apply it to bill. so after 4 hours of my time plus 2 hours travel time and 2 round trips of 50 miles i headed back home with orignal old phone working just fine so this whole thing cost me more than it helped me and after the whole experince i really wanted to stop using verizon and didnt care what it cost sorry for ranting but it really upsets me

Verizon_Support

Hi butzin,

We certainly appreciate your explanation relating to the unacceptable interaction that you've had with our store location. We strive to provide the best service and support at all times. My sincere apologies that this was not provided to you. We look forward to restoring your confidence in us in the future. Please keep us posted if we can be of any additional assistance, thanks!

MatthewS_VZW

VZW Support

Follow us on Twitter @VZWSUPPORT

butzin

wow you sure made me feel special sarcastictly speaking good thing i in a contract or i say bye bye !!!! i need a business phone now but think i will go elsewhere

ozescoe

I feel you frustration. I was on a family plan and in July of this year I decided that I did not need the second phone because my hubby put my son on his plan (verizon). They charge me $75 for early termination (no problem) to to find out that I was still paying for a family contract all this time got me upset. the rep at the desk told me it is not in their best interest to advise me to change my plan. That is the job of customer service to give useful advise. I guess the only time they give advice is when they stand to make money. I have been a loyal customer of Verizon for over 10 year and to hear and be treated this way is making me thing of going to AT&T or METRO PCS. I would rater have poor network service and customer service that give advice than a big bill and account service reps who are only think of their commission check (yes they work on commission).

Come the end of October I will be separating form VERIZON.....I work too hard for my money to pay for crappy customer service services.

hat3vzn

i agree! leave verizon! i am also waiting for my contract to end!

Verizon_Support

Hi ozescoe,

Your customer loyalty is greatly appreciated and I am here to help by delivering the stellar customer service you deserve because I don't want to lose you as a customer! I would love the opportunity to review your account in an effort to identify your available options. Please DM me your name and wireless number. I look forward to hearing from you soon.

Thanks for your contribution to our community forums,

AyaniB_VZW

Follow us on Twitter @VZWSupport

butzin

>>Personal information removed to comply with the Verizon Wireless Terms of Service . Personal information such as full names and phone numbers should be shared with Verizon reps via Direct Message (How To: Direct Message), not posted on this public forum<<

Message was edited by: Verizon Moderator

tikibar1

Please do not post personal information on this public forum; it's against the forum's Terms of Service.

foghorn5248

A joke of a company! ZERO customer service. I have been talked down to, insulted, just plain mistreated. I guess when you are the big dog on the block, you can treat your customers like peons. No options, no alternatives, just told that's the way it is. SAD SAD SAD company. If anyone knows how to contact someone up higher on the food chain, please advise.

Verizon_Support

Hi foghorn5248!

I really don't want you to feel this way! What's going on? Please supply me with some information. I'd love to help you, and help to change your mind about us. I would just like a chance!

Thanks,

ChristinaB_VZW

VZW Support

Follow us on Twitter @VZWSupport

foghorn5248

Christina,

Thank for at least replying to my rant. I apologize if I was a bit rude, I was just really upset. My iphone 4 will no longer hold a charge for longer than about 3 hours. I use my phone for business so you can understand how frustrating it is when I am out of the office and need to charge. In my last three visits to a Verizon store (3 different stores) i have been told that my only option is to send it in and let Verizon evaluate it for battery replacement. Now as I mentioned, this is my business phone. I cannot send it it for evaluation. I have 4 months left on my current 2 year contract. I asked about an upgrade and was told I am not eligible for an upgrade. 20 months in and I am not eligible? $2,720 worth of phone payments and I am not eligible? I was told I have to wait until my contract expires in January 2014. The stores then told me that there are no other options. I either send the phone in, or wait until January. And to top that off, they were rude about it. I even offered to sign up for another 2 years, and was told there is still nothing they can do. As a customer, I feel cheated. I was offered no alternatives, no options, just "it is what it is". Another highlight is that I feel I am paying way more then all of my friends for service. I pay $136 / mo and none of my friends pay near that. I will need to look at getting that bill down. My point to all of this Christina is that I was never offered any solutions to my problem. Basically I have been told thank you for making your payment and we will see you in January. Are there any steps I can take? Or am i truly doomed until January? Please help me some way, some how.

Thank you.

>> Personal information removed to comply with the <<

Message was edited by: Verizon Moderator

rcschnoor

Have you tried bringing it to an Apple store? They may be able to perform a battery replacement in store while you wait. I'm not sure what the charge is, though.

You are correct, Verizon no longer offers upgrades 20 months into a contract.

That is NOT $2,720 worth of phone payments, but $2,720 worth of service payments.

Good luck, hopefully an Apple store will be able to solve your problem.:smileyhappy:

Verizon_Support

Thanks for providing details foghorn5248, and there's no need to apologize. I understand it can be upsetting when your phone is not working the way it should and I apologize that you were treated rudely in one of our stores. First, please try out some of these steps. http://bit.ly/Y9usF9 One important thing is to make sure that you close your applications often http://bit.ly/TomdWF. If this issue started after updating to iOS 7, you can turn off applications that sync in the background, Settings > General > Background App Refresh > switch it to OFF.

As far as the upgrade date, yes, we have changed the upgrade policy to 24 months. This allows us to still be able to offer discounts on new phones and recover our initial cost of those phones. We do also have some phones available as certified pre-owned without a contract. Make sure to click on month to month on the link http://vz.to/16vfYHl.

We can also figure out plan options for you. What plan do you have now and how many lines?

MarquiaF_VZW

Follow us on Twitter @VZWSupport

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