Hi, I have not received the return kit for my Verizon G5 Home Internet Gateway device, despite being promised twice by customer service representatives. On May 5, when I cancelled my home internet service by phone, I was assured that a return kit would be sent to me. Additionally, when I called again two weeks later to follow up, I was once again promised that a return kit would be sent.
Unfortunately, I still have not received the return kit. Could a customer service representative please assist in sending the return kit as soon as possible? If possible, could you handle this matter via private message to ensure my personal information remains secure.
Thank you for your prompt attention to this matter.
Communication with tech support did not work. No kit was sent despite all the promises. Even support with private messages from this forum were not able to verify my account. They used some strange phone number to send the verification code, which was not the contact phone number I had on file with Verizon. They didn't even try to send the code to the G5 Home Internet device mobile phone number, which they usually used to send SMS notifications about payments (for which I had autopayment set up). They had done this for two years, sending me a paper mail copy each month despite my requests for paperless communication, and my multiple attempts to resolve this issue.
Eventually, I visited the local main Verizon store where a manager was able to create a generic return label for me. I used this label to send the device back.
While I am relieved to have finally returned the device, I am extremely frustrated with the entire process. The lack of proper communication and support from Verizon has been disappointing, and I hope this feedback helps improve your customer service in the future.
I hear you. I’ve been dealing with reps that claimed it’s been sent but I still have yet to get one to my address. I’ve ordered three in the last week. I have tracking for one that shows the item coming to my city from Indiana and then going all the way to another city in a different state. I think I’ll go talk to a manager as well at. Store and see if they can just give me generic label as well.
Hello, we know the importance of managing your account, especially if you are looking to return a Verizon Home Internet Gateway.
For more info on our 5G Home Internet service, check out our FAQs: https://www.verizon.com/support/5g-home-faqs/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
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