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7 months and no resolution? Is this usual?

Hi. I have attempted to resolve issues with my LG G2 via customer service for 7 months. I have spent over 20 hrs (and I'm underestimating this) 14 of which have been over the last 4 days. I have spoken to countless agents and at least 6 supervisors and continue to have no final resolution or one that is reasonable to the problem. There is no follow up and no attempt on behalf of Verizon to be consistent in how they resolve this. I have been told I have reached escalation only to be told when I follow up that escalation at Verizon beyond supervisors does not exist and I have been lied to (yes this is from a supervisor who gave a false name as follow up calls confirmed when they read the notes). I am not sure if Verizon has the worst most uneducated staff out there or if they simply train their people to ignore customers. I have been lied to, hung up on, offered things that are then retracted and denied. I have collected all the names (though I have found most are made up according to the next person who will say "you never spoke with Shamika, you spoke with Ellen according to the notes), and at this time have no idea what next steps are.

I have contacted the Attorney General's office to file a formal complaint and was asked to try one more time to get a firm contact that might see things through out of due diligence. This is my last attempt to do so.

I have not been without the use of a smart phone for over a week.

Comments

srcats

In chatbox, on hold on phone AND tweeted as well as used CallRed. I think that's due diligence, don't you?

fdschaeffer

I'm in a similar situation. I'm on my last attempt to work with them before I find someone else to take my business.

unknown

You know that is a great post. It is totally devoid of any useful information as to what the actual problem is with your device.

Post relevant information and you may get a better response.

if you are at the end of your rope file a complaint here.

http://www.bbb.org

Verizon will then call you back to try and help.

http://www.fcc.gov/complaints

This will also get you a call back quickly from Verizon Wireless.

Good Luck

srcats

Given the extensive amount of hours I have spent and the notes already

taken, I do not need to post 7 months of information here. It surpasses

issues with the device and is about customer service NOT responding (in

case you had diffficultty reading or understanding). Your reply is devoid

of value to me and ironically, as soon as I posted here and several media

sites, my issues was addressed quickly and reasonably.

srcats

Hi. I feel your pain. I ended up posting on Twitter, using CallRed and

posting here and suprisingly I got someone who was quick to help and attend

to all issues. It took 7 months, but it's addressed. I agree on using

another carrier though. Verizon has the worst customer service I've ever

encountered, Most of my friends have gone to other carriers which have

bought out their contracts and my husband and I are the only ones left on

Verizon. We are leaving soon as well.

Try my suggestions and if they don't work pls let me know.

On Thu, Aug 28, 2014 at 4:31 PM, fdschaeffer <forums@verizonwireless.com>

unknown

I gave you avenues to use to get a response from Verizon.

in any case you claim its all been settled.

>> Edited to comply with the Verizon Wireless Terms of Service <<

Edited by: Verizon Moderator

srcats

It has been settle. Everyone knows the BBB (and they will tell you this directly) is paid for by member dues and therefore has no authority to do anything but arbitrate, which often results in them saying they've done all they can and recommend you to the AG's office.

I posted my frustration and concerns in the hopes for useful feedback. I have had some and appreciate it.

>> Edited to comply with the Verizon Wireless Terms of Service <<

Edited by: Verizon Moderator

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