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What has happened to customer service??
glenjen
Member

I have had the absolute worst customer service experience ever with Verizon Wireless and still have to deal with it three days later!  Now comes the decision of staying with verizon or moving on to another cell phone service provider.  I started on Friday with wanting to upgrade three of my four phones.  All phones on my account are no longer under contract.  I go online to look at phones and we all decide on what phone we want so I call over the phone to talk with a customer service rep and was told oh yes go straight into the store and they will upgrade your phones today as two of our phones were giving us problems and you can walk out with your phones today instead of ordering them online.  So after an hour in the store we find out that the pricing online is cheaper than purchasing in the store they want $250 which includes rebates for the phones blah blah blah....but if you go purchase online you pay only the upgrade fees.  So off to back home to order online.  Hour of my time wasted there and 30 mins of driving time.  So as I go back online to place the order I also call customer service at the same time.  I am not happy about the upgrade fees of $30 per phone at all.  I DO NOT feel as a customer that you should have to pay upgrade fees when I am signing a new contract on three phones for the next two years so roughly around  $4500 I will be agreeing to for the next 2 years that's guaranteed money that Verizon gets from me because if I don't pay it  I don't get service but you want me to pay for that because you offer a phone at a discounted price.  So at this point I ask to have the charges placed on my next bill and I am told sorry you have made a payment arrangement within the last 6 months you can't have it billed.  WHAT!!!  Because I called and made arrangements to pay a bill that if I don't pay gets my service turned off that I did pay at my arrangement time!  Makes no sense at all. So I leave alone until the next day and we decide that ok we will just pay the $96.30 to upgrade.  At this point my daughters phone stops working so I leave my phone with her as she is working and needs a phone in case of emergency.  So now I have a phone down and go back home and place the order online and I am chatting with their online rep and placing the order where she proceeds to tell me that I can place the order online and  pick up the phones in the store!! Awesome plan since we are down a phone now.  So as I am placing the order I can NOT anywhere on their website find anywhere that says check store availability so as per their customer service online chat she proceeds to tell me its ok if you can't find the check availability just process the order to be shipped and then you can call customer care and have them change the order to store pick up.  So I process the order and call customer care where I am told that oh no we can't just change it to store pick up you have to place the order that way.  The only way we can change the order now is to cancel your previous order and place the order again. Ok....no... once the order is cancelled it can take up to 24 hours before you can do anything.  Now to find out where the hell the check store availability supposedly is and why I can not find it online.  So she walks me through a mock upgrade with my fourth phone that is eligible but not upgrading at this time and low and behold where I am supposed to have a check store availability or store pick up is no where on my screen???  She say what browser are you using??  Really what browser am I using...ummmm Google Chrome like half of the world.  She says ok lets log in with internet explorer so we go through the whole process again and bam there is the missing Check in store availability area.  I state they really really need to have that in more than just that one spot like maybe in your cart checkout DUH!!!!  So I get the call that the order has been canc and now you can go online and place your order and you should be able to get your phones late this afternoon ( day 2) since your closest store is open until 9pm.  So I log back in with the famous INTERNET EXPLORER (who the hell uses that anymore anyway??) and guess what it still shows my pending order online and won't let me place the order and NO ONE can fix this until the it resets online and no one can tell me when it will reset online either or manually reset it at this moment.  WHAT!!!  At this point I am BOILING!!!!  So the best anyone could do was tell me to go back to the store and pay the $150 in phone rebates and the $96.30 and pick up the phones and verizon would credit my account the $150.  If I had the $250 to pay out of pocket on Fri at the store I would have just done it to begin with RIGHT!!!  So NO!!  And that's the best anyone could do.  So as of Day 3 my online account still shows a pending order and I can not place the order still.  All I can do is laugh cause if I don't I'll SNAP!!  All this to upgrade to a new phone that I have to pay $30 per phone to upgrade and sign a 2 year contract that guarantees you my monthly payments for the next 2 years!!  And still today DO NOT HAVE A NEW PHONE!!!!!!!  NEVER in my life have I had such bad customer service with Verizon!  To stay or move on that is the question.  Lets see if this post falls on deaf ears.  I just had to vent vent vent. 

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Re: What has happened to customer service??
LRVassar
Sr. Member

First and foremost, you are now a risk to Verizon due to having to make payment arrangements, thus their reasoning for not being able to bill the upgrade fees.

That said, I had the same exact problem as far ordering online and processing. I initially ordered online and my order was 'stuck' and 'had to be escalated' to be canceled. This actually happened twice within a week. When you call and order over the phone, as it is in retail, the prices differ and they wouldn't match it, although it's their own issue. You'll have a hard time getting any retail store to agree on giving up their stock for an online order, although when ordering, you're given the option.

Now, to the next point, there is no point in looking elsewhere for service. You'll run into an issue with any major carrier as they all operate virtually the same. Your best bet is a local carrier, if they service your area.

Re: What has happened to customer service??
vzw_customer_support
Customer Support

We want your upgrade and payments to go as smoothly as possible glenjen. I'm sorry to hear of the difficulties you encountered and that you had to spend so much of your valuable time. We would appreciate the opportunity to review the best possible options. Please follow and DM us.

JonathanK_VZW
VZWSupport
Follow Us on Twitter@VZWSupport


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Re: What has happened to customer service??
gdottie
Member

WHAT CUSTOMER SERVICE? You can even get to bad! I've been on here over an hour trying to get a person. NO WAY. No live chat....hazed out and not available at 8p! No email address even. No way the phone will ever get answered even if you get past the hour of insane stupid voice mail.

I HATE VERIZON WITH ALL MY HEART AND SOUL!!!

Re: What has happened to customer service??
gdottie
Member

THIS IS THE LAST TIME. I will be with Metro next month because of the horrible and total lack of customer service with Verizon. What good is the phone if it's impossible to actually talk to someone?!!!

Re: What has happened to customer service??
vzw_customer_support
Customer Support

gdottie,

We want you to experience our stellar customer service. We would be sad to see you go. I am sorry that you are not able to chat with anyone at this time. We have many different ways for you to contact us http://vz.to/1f0mB7n. How can we help?

RobinD_VZW
Follow us on twitter @VZWSupport

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Re: What has happened to customer service??
vzw_customer_support
Customer Support

gdottie,

We truly regret that you want to leave us. Although this is a peer to peer forum, we are eager to address your concerns. Please let us know what is going on so we can assist you and retain you as our valued customer.


TamaraH_VZW
Follow us on Twitter @VZWSupport

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Re: What has happened to customer service??
Anabanana2
Member

Verizon has really lost its edge when it comes to customer service! It has gotten so  bad.....and I mean bad.  They are price gouging and providing less for more. It is so similar to how I feel about Comcast mega corporate!

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Re: What has happened to customer service??
Anabanana2
Member

It's gotten impossible to resolve the simplest things. Remember when you could dial *611 and speak to someone right away?

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Re: What has happened to customer service??
kh-taylarie
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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