It's been 12 days since you received the 5G HOME modem, and you STILL HAVEN'T REFUNDED ME THE MONEY!!!!
Hello everyone,
I'm compelled to share my recent ordeal with Verizon's service, which has made me question the value of brand loyalty. Last year, I referred dozens of users to Verizon's 5G Home service, believing in the quality and reliability of their offerings. However, my recent experiences have drastically changed my perspective.
In January, I encountered issues with my Verizon Home 5G Wi-Fi, leading me to seek a modem replacement. Surprisingly, I was informed that my address was no longer within the service area, but I could get a replacement modem at a corporate store. The store visit turned into a nightmare: instead of simply replacing the ICC and keeping my number and plan, they pushed a new number on me with worse conditions, a fact I discovered only when I got home.
Attempts to rectify this through customer support led nowhere, except to my decision to switch carriers. To add insult to injury, after promises to send a return label by mailโwhich never arrived even after repeated requestsโI found the corporate store refused to take the modem back, and customer support claimed they couldn't send a label electronically.
It seems to me that Verizon not only ignored basic customer service principles but also created a situation where the customer is trapped with no way out, forced to pay for unsuitable equipment. Having worked in a telecommunications company abroad in the past, I've seen how such situations were quickly resolved, always in favor of the customer. Evidently, Verizon prefers to risk its reputation, ignoring customer complaints and creating barriers to their resolution.
This experience has not only left me disappointed but also determined to no longer refer clients to Verizon. It's disheartening to see that the loyalty and advocacy I showed by bringing new customers to their service have been met with such disregard for my own customer experience. I am now reconsidering whether it's worth continuing as a customer of a company that values its users so little and is willing to compromise on fundamental service standards. Perhaps someone in the community has faced something similar and can share advice on how to proceed?
Thank you for reaching out Pavel40 and sharing your experience. We hear your frustration. We do value your honest feedback and would love to learn more and address all your concerns. For this, we want to protect your privacy and account details and ask for a reply to the private message that will follow to continue.
-Deb
Verizon is the worst carrier!!!!
I've submitted 4-5 requests for them to send a return label, but no use.
They can't send it via email.
They also want to charge a ton of money for a useless piece that can't even accept another SIM card.
I've sent an email to dozens of people I referred to the company, many agree with me and are disconnecting from Verizon.
Take back your box and refund my money!!!!
Either through the office or UPS.
Hello, Pavel40. Help is here as we can send you a return label for the device. Just to confirm, what we send is simply the return label which is sent via USPS Mail. Have you received anything from us that may look like spam mail by chance?
-Natasha
Hello, the label finally arrived. But the box was a different size, so I had to buy a suitable one from UPS. I sent the modem back today
Outrageous!!! Almost 200 bucks were charged for the modem. Please issue a refund, I've already sent the modem back after a month of struggling with your tech support.
It's been 12 days since you received the 5G HOME modem, and you STILL HAVEN'T REFUNDED ME THE MONEY!!!!
Hi Pavel40. Thank you for the screenshot. Yes I do see where the package has been received. This phone number associated with the return is a Business Account and want you to have the right team to contact for the answer about refund processed. We can answer Personal Account concerns here. To receive further assistance, call 800-922-0204 to speak with a representative immediately. Business Hours Mon - Fri, 8 AM - 8 PM Local time and Saturday 8:00AM - 6:00PM ET or 8:00AM - 6:00PM MT )
-Deb
Pavel40, I was able to found additional information and the adjustment has been applied to the account for the returned equipment. I appreciate your patience and glad the confirming information has now been found. The screenshot you provided was most helpful.
-Deb
I have had this same experience as well. Our 5G Gateway quit working and I called the Verizon customer service thinking I would have the issue resolved in a matter of minutes but after 2 1/2 hours on the phone with an agent trying to trouble shoot the issue all they could offer was to send a tech to my house in 4 days. I work out of my home, so this was unacceptable to me. How could they just let their customer be without internet service for 4 days.?!!! I offered to go to a Verizon store to get assistance so she set up an appointment for me, but they do not service they only want to sell you a new device and I was told there were no more lines available in my neighborhood. I left and called Verizon customer service back and talked to Mia. She was very helpful and kind and gave me credit for my bill and said she would ship a new 5G Gateway. I did not receive an email with shipping confirmation so I called again the next day to speak with another agent who was kind and set me up with a new Gateway to be delivered overnight. I paid 19.99 for overnight shipping, but have not received a shipping confirmation so I called again the next day and they said that overnight shipping is not available on a Friday to Saturday so I could expect delivery on Monday but they still did not have any shipping information. I have since researched Verizon and found that their internet service is through the phone line. Also they prioritize phone customers over internet customers. They even assume that you have a phone when you call into customer service. Iโve had to wait through the recording g of the guy telling me to open and accept the text. Itโs the most ridiculous experience I have ever had and I do not feel valued at all. I will go back to cable and will never recommend Verizon to anyone. I have missed 3 days if work and feel like a fool for switching to Verizon.
We understand the importance of having your service working properly, We can definitely help finding the status of your order. We sent Private Message to further assist you. ~Geo
Start a new topic or ask questions in the open forum.
