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Horrible Customer Service, Lied to multiple times

So I preordered the samsung galaxy S5 as soon as preorders became available. The page at that time said guaranteed ship by 4/11. My confirmation email even says it in there, I chose to go with the Edge plan, and as part of that, was forced to give up my unlimited data. I do not currently have a fully functional phone (microphone is messed up) and I rely on my phone for work and so needed a new one. As soon as I clicked "order" my plan was changed even though I hadn't even received my phone yet.

On 4/11, I was getting worried my phone would not be shipped, because others who ordered after me had already received their phones and I haven't even got a working tracking number yet (when I placed the order on 4/4, I was immediately given an invalid tracking number and order status saying "shipped").

So I contacted online support and here is that conversion:

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>>Chat transcript removed to comply with the Verizon Wireless Terms of Service<<

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A side note, I was never actually emailed the chat transcript. Luckily, I copy and pasted it before I closed window.

So I went to bed, got up, and still no tracking number, and order status page still screwed up. I went to work that night, and got home in morning and contacted support again. Here is that conversation:

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>>Chat transcript removed to comply with the Verizon Wireless Terms of Service<<

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Key thing is there, he said there was no problem restoring my unlimited data. I asked that specifically. I cancelled the order, i wanted everything restored as it was. After he made that changes I checked my page and it still showed 2GB, he assured me that it simply takes time for the system to process the change. I wait 2 days. Check my page. Still shows 2GB. So I contact support again:

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>>Chat transcript removed to comply with the Verizon Wireless Terms of Service<<

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Now this is just getting ridiculous. All of a sudden now, the entire Verizon department is having computer issues and they will have to contact me back. I don't believe it in the slightest, but I'm going to wait patiently and contact them again as I said later today.

I was lied to TWICE during this whole ordeal. First, rocsi says she checked on my order specifically and that it would be shipped. 2nd when charles told me he restored my unlimited data without a single problem.

This is horrible HORRIBLE customer service, and either when my contract runs out, or if they refuse to restore my unlimited data, I will be leaving verizon.

Message was edited by: Verizon Moderator

Comments

kalagaraz

Here's the latest update. It gets worse.

So I just got an email saying my plan had been changed.

I login to find that my plan now shows an additional +$30 a month charge for 6GB of data. Really Verizon? Not only did you not just restore my unlimited data, but now your charging me even more for data?

Stay tuned for another episode of Contacting Customer Support with Verizon!

kalagaraz

So I contacted support, and it wasn't as bad as I thought. I also later received an email from Claudia describing this as well. A ticket was put in to restore my unlimited data and in the mean time 6GB of data at $30 was added to my account which is the same pricing as the unlimited data.

>>Chat transcript removed to comply with the Verizon Wireless Terms of Service<<

Edited by: Verizon Moderator

Rob_Beltran

I pre-ordered my GS5 on April 5th, and today is the 16th, and I STILL haven't received it. I ordered it on the Edge plan also, with a new line, and Verizon messed up the order (completely unexplained) and tried to charge me the FULL PRICE of the phone. I had their emailed receipt clearly stating what I actually ordered...the new line, Edge plan, and the amount I would be charged when shipped (first month and taxes on the new phone). When my bank flagged & declined the charge for $600 and something bucks, Verizon never even told me about it. No email, no call, nothing. I called them on the 11th, to ask why my new phone hadn't been shipped, and that's when they told me that my bank had declined the charge on the 8th (so 3 days later, and no contact was made to inform me of that). At this point, they had to cancel my order, and put in a NEW "pre-order" (hello, on the 11th, it's no longer a pre-order! the phone was already up for sale everywhere). They offered me a free of charge overnight delivery for my trouble. So I agreed to just put the new order back in and wait for it as opposed to having to stand in line at a retailer. The over the phone sales rep told me (lied) that it would go out Monday, and I would 100% get it on Tuesday (the supposed complimentary overnight he PROMISED). Well guess what....It went out Monday, but NOT overnight! Regular two day delivery. It's now nearly noon on the 16th, pre-ordered this thing 11 days ago, was supposed to have days it 5 days ago, then one day ago, and I'm still waiting for it. Lies, all lies! What I think is that Verizon went in over there heads with the demand of the BOGO, and couldn't keep up, so conveniently screwed up A TON of orders (including mine- from what I've read and even heard from their own reps) to buy themselves time to fulfill the orders which caused a back-order even before the device was released.

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