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CS management?

How do I get in touch with management that may be able to help me? I have been given the run around for hours today and blatantly lied to twice by customer service reps, and have left a message for management but I feel as though I am being ignored and I would like to make a direct contact with a customer service manager.

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Verizon_Support

@Demoriar

This is definitely not the experience we want you to have with our service. It’s important to me that we are always providing our customers complete and accurate information.

What’s going on with your wireless device or service? I’d love to help.

AnthonyTa_VZW
Follow us on Twitter @VZWSupport

If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

bearone21

ask for a manager when you call in.

Demoriar

Well Anthony let me begin at the beginning so you can understand my anxiety over this situation. I have been a long time Verizon customer but one whom has been on the fence for the last year with Verizon as a company over the fiasco I experienced with my Droid 4, an entirely different story I wont get into now suffice it to say I had been shopping around for a while after that. The Samsung S7 Edge promotion was the sole reason I decided to renew my contract with Verizon when I was pitched the promotion by the webpage. This decision was entirely based on the time frame I was given due to a move out of state I have planned at the end of this month. Today I received an email from the promotion stating I would not receive the device until may or the summer, and would be unable to change the address. This situation has gotten me flustered as once again the promotional giveaway was the entire reason I purchased the phone and renewed my contract.

Today my first attempt to get to get to the bottom of this situation was to contact customer service through the live chat feature. I expressed my concern and was assured by the customer service representative that I should disregard the email and he verified that I would receive the item within two weeks. Then I was told that I could verify this myself by calling the sales department. This was an outright lie to get me off the chat, as the customer service representative verified that he had no way of knowing that.

The CS representative on the phone attempted to help, but the help he provided was to ask me for my email so that he could use the same exact feature that I do to check the status, which made me feel very taken advantage of. I was then told that he would contact the company on my behalf to get to the bottom of it, when in reality he submitted a ticket to the company through my email as if it had come from me. I specifically asked the CS rep if he would be contacting them as Verizon or if he was using a ticket submission and my email, and the CS rep assured me he was contacting them as Verizon. This was another outright lie to get me off the phone. I am not contacting Verizon so that they can help me be ignored by Prize Logic. I have already been on hold with Prize Logic for 4 hours before having my call connected and dropped, and I have already submitted tickets that have been continually ignored by that company. I am trying to contact Verizon in order to make this situation right.

My original contact with Verizon was to express my concern over this situation and to see if the company could not help ease those concerns as a long time loyal customer. I am now wishing to escalate this because the customer service has only increased my aggravation with the lies, deceit, and shady practices that I have experienced not only with this phone but my previous phone as well. I no longer feel like a valued customer, but a cheap commodity that can be lied to just to chase me off the phone when they don't know the answer to a question.

I truly hope you can help me resolve this situation.

Verizon_Support

samsung-galaxy-s7 Our intent is always to provide accurate information. Our customers mean a lot to us. Let's see how we can help with the device order. When was the Samsung S7 shipped?

SheritaHH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

Demoriar

Im sorry if I have confused you. I have the S7, although not without a handful of complications not worth getting into. My concern lies solely on the S2 Gear promotion, the smart watch that made me decide to take part in this entire promotion. My fear is that if this email is correct, and I will not receive this device until May or the summer that it will arrive on this doorstep and I will never see or hear of it again, due to the nature of Prize Logic's inability to alter the address and the fact that I will be moving 22 hours north of here at the end of this month.

Demoriar

Engaged by customer service and then ignored for almost 21 hours at this point. No return calls from management, no helpful assistance whatsoever. I am beginning to sense a pattern forming.

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