I am writing to express my extreme frustration and sheer disbelief at the appalling service I have received in recent weeks. Two incidents, dated November 26 and December 19, have left me questioning not only the competence of your team but also the honesty of your company.
On November 26, I was told over the phone while ordering my 5G Home internet that they will ship the extender as well free of charge, I was given that assurances multiple times. To my dismay, the promise turned out to be nothing more than empty words, and the extender was never shipped. This level of negligence is unacceptable.
To compound matters, on December 19, I called to follow up on the shippment status and was told it's on the way and will be delivered by Dec 22, only to discover blatant lies in the notes on my account. The notes says that he adviced to purchase it from the store. The misinformation provided is not only deceptive but also indicative of a company that values dishonesty over customer satisfaction.
Verizon's lack of accountability and transparency in these instances is utterly disheartening. As a paying customer, I deserve better than broken promises and deceitful practices. I'm asking you to address these issues immediately, pull the recordings, and take concrete steps to prevent such disgraceful conduct in the future. I am appalled by the disregard for customer trust, and I expect a swift and meaningful resolution to these matters.
Thanks.
Marian S.
Mano,208, my apologies to hear of your experience but rest assured we want to do all that we can to assist and resolve your concerns. We always want to be transparent with communication and ensure you get the device and service you desire. Our 5G Home Extenders do have a cost associated with them. We would not be able to provide one for free but if you are interested in getting one, we can order it for you. Lastly, were you able to get your order for the 5G Home device? We can also set up your order. Please let us know.
-Natasha
Thanks for your apology, but i wanna get what i was promised over the phone multiple times, please pull the recording of the call on Nov 26 and Dec 19, then we can discuss. I'm all about honesty and transparency with your clients, but what happened with me is neither of them.
I certainly understand your concerns, Mano208. Our calls are recorded for quality and training purposes, and we're not able to pull those calls specifically. What we can do is take a look to see what we can find out, and offer you the best options available to move forward. We will need account access to get started, so please be on the lookout for a private message from us.
-Joseph
Like Mano208 I was promised a "free" Wi-Fi extender that I never received. I upgraded from 5G Home Internet to 5G Home Internet Plus hoping to get better performance. 5G Home Internet Plus includes "Whole Home Wi-Fi" which involves an extender. So far I've wasted hours of my time chatting and speaking with Customer Service agents who promised they ordered the extender and I would receive it in a few days... But now I've been told the offer has been cancelled, even though it is still on the Verizon website page for ordering 5G Home Internet Plus. I've been a loyal Verizon customer for many years and this year changed from Xfinity/Comcast cable to Verizon anticipating better customer service. Surprised and disappointed.
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