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No service is the best service for Verizon

Once again Verizon proves that they do not care about the customer and only wants your money. I purchased the Galaxy Note Pro 12.2 from the Verizon store in MD less than 2 months ago and on Tuesday it would not boot up. I took it back to the store that evening and talked with a rep who also worked to get it to come on, to no avail. He placed an order to have another one sent to me and then I could return the not working on. Only to find out that Verizon will not ship me another tablet until I send them the nonworking one. I returned to the store on Thursday afternoon to let them know this information and they were surprised to hear about this policy. We contacted Customer Service and explained the situation to them and asked if they could authorized a trade out since I was in the store with the nonworking tablet. They refused to allow them to traded it out and stated that they needed to inspect the nonworking tablet to see if it was a factor defect or owner caused damage. They explained that they have done everything to get it working and that it still looks out of the box new and inquired as to if they could trade it out and send them the bad tablet and they refused and the rep was very nasty about it with both the Verizon store rep and myself, siting that I was getting argumentative. I have been with Verizon for several years and after this issue, I am considering switching to another carrier. There is no reason why an in-store switch could not have been made to ensure customer satisfaction. If this is there policy when dealing with loyal customers, I can see why their rating are so low and many people are choosing to leave them. Great coverage area does not mean much when they have terrible customer relations. I encourage everyone to think wisely and do a little research before signing a contract or getting a tablet from them because, it's OK that I do not have a tablet for a couple weeks as long as I don't fall behind on my payments. Thanks Verizon for showing me the real meaning of "Customer Service" or the lack there of.

Comments

deloused

I always encourage shopping around for the best deal, but I'm not sure why you'd want to switch carriers over the product warranty processes, as this is set by the manufacturer (in this case Samsung) and is the same at all carriers. The only difference would be TMobile which in addition to the wait they would also charge you an additional $20-25 warranty processing fee for your convenience of them initiating the order for you.

JLanier

deloused- Seeing that you want to give me information pertaining to TMobile and I really don't think the comment was concerning that, how about you focus on the fact that it would be easier to make a happy customer and not a mad one. Every process has areas and times when they are adjusted to ensure the best possible service. If every policy and process is made to be adjusted when the right circumstances are in place.

<< Personal comments removed to comply with Verizon Wireless Terms of Service >>

deloused

There are many solid business reasons why things are done the way the are including things that benefit customers such as cost efficiency and lowered wait times which in turn do positively increase customer satisfaction.

<< Personal comments removed to comply with Verizon Wireless Terms of Service >>

Yaakov001

I can assure you after working for AT&T for a year, there is no way you are going to get an exchange on a product without sending the device in, having the Warranty Division look at it, determine whether it qualifies for replacement, and if it does, having one sent out to you at that point.

This was common in the the early 2000's, and is still common today. I haven't worked for them in a long time, but I had them as my provider for several years, and that was the case. Verizon wouldn't be any different, I wouldn't think.

I understand you are unhappy with your situation, and perhaps the agent was rude. But to accuse them of being nasty for following standard rules in the telecommunications industry is just illogical in the extreme.

<< Comments edited to comply with Verizon Wireless Terms of Service >>

Verizon_Support

JLanier, we hope that you reconsider your decision to leave and allow us to continue as your wireless provider for many more years. It's important to us that you have properly working device. We provide a one year manufacturer warranty on that device. However, it does require that you ship it in to the manufacturer. We apologize for that inconvenience.

LasinaH_VZW

Follow us on Twitter @VZWSupport

JLanier

LasinaH,

Thanks for taking a moment to respond, however my will more than likely not change, because there are so many things that took place that have not noted.

If you would like to discuss matter in more detail, I will be more than happy to discuss this matter in more detail with the company.

Just know that as the Marketing Director for our company, I am also considering pulling Verizon off our website and discontinuing the promotions. This matter is very disturbing and has affected more than just one person. We have Verizon listed as the sole company provider of phones, tablets and other services for both the residents and the staff and after this experience I will be looking to change that. Our company prides itself on offering on the best companies and services to our residents and this extends to the companies we promote. Verizon has continuedy to show that customer service and resolution is not there primary concern and we will not continue to partner with a company that does not share our same business model. So understand that this is not just a personal issue but one that has been noted throughout the company as a continued issue and concern. I hope you understand and pass this information on to the market and service teams with in the area and that they take it as more than a single individual with a complaint. I can promise you that the outcome as it stands right now will have a much deeper impact than just loosing one customer.

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