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Aweful onboarding experience (ending with evidence that this is systemic)

OMG. My story about being onboarded by Verizon Wireless is different, but the theme is the same as others. I genuinely do not understand how a company their size can have such an AWEFUL new customer onboarding process.

I have NEVER said this about a company before, but I certainly must wonder if this gross incompetency of onboarding a customer (that are switching service providers) could be manufactured, especially since promised rebates are big? I can't believe I am even saying that on a blog (I never use blogs, but I am so frustrated with Verizon.).

1. I switched to Verizon (4-lines) after 30 years with AT&T. The process has been aweful since the moment I opened the box that the 4 new phones came in. Yes, the promised 'free' new phones had a packing slip saying I was being charged about $4,800 for the free phones!!

2. Next, I get my first bill (with no detail or written explanations). My promised (roughly) $64 a month per line bill was $164 per line per month! No, that is NOT a typo. I then wasted about 2 hours my time (and VZW's time) trying to understand both these issues. On top of these issues, VZW didn't communicate to me that when I switched that there would be a $35/line activation fee. Back to the $164 per line bill.... then they claimed my bill would go down to $64 a month per line on the second bill after they processed my trade-ins. Couldn't they have just written that in their bill (and on their packing slips about the $4800)? Communicating these things proactively should be SIMPLE for a company the size of Verizon.

3. Ok, the saga continues, now, after 6 weeks, I still don't have the promised rebates! I should have received 8 emails (two for each line) that would be: a) four rebates emails from VZW direct, and b) four rebate emails from their partner Costco (I do NOT blame CostCo for VZW's issues). Of course, I received one email for one of the two rebates and three emails for the other rebate (should have been 4 rebate emails for each rebate type.) And, THERE WAS NO WAY TO TELL WHICH OF THE EMAILS WERE ASSOCIATED WITH THE COSTCO REBATE OR THE VZW DIRECT rebates. To top if all off, the links in the emails DID NOT WORK! This is almost becoming laughable at this point!! Again, I can't make this stuff up.

4. I today spent 1 hour and 14 minutes on the phone with Customer Support. The rep was amazingly patient, helpful and terrific. You guessed it though, NO RESOLUTION. She talked to a Manager in the Rebate Department, and she was told to tell me (without the rebate department manager getting on the phone), that they saw the rebate problems and would get back to me in the next 24-48 hours with a resolution. 10 to 1 odds, that doesn't go as promised either.

5. I have lost confidence in VZW's onboarding communication, processes and systems. I just hope that others see this before they consider switching.

FINALLY, this is a must read, I bet $100 that I am NOT the only one experiencing these issues. That can probably be verified if you hear about my face to face conversation with a Store Manager at a Verizon owned store (that i met when turning in the trade-ins - that was not as promised either) anyway, this Verizon Manager told me proudly that she trains all her employees about the importance of warning ALL switching customer in advance about these real communication issues at VZW. So, VZW wants their trainers and managers to pro-actvely warn customers to not to be concerned when these things happen to them???! Of course, the sales person I talked with originally didn't warn me. Sadly, the VZW store manager thought the problem was with the sales person that didn't fore-warn me about these issues, instead of putting the blame where it should be, with VZW not telling these things to customers on their packing slips, on their first month;s bills, etc, etc. .

Not all the issues (like Rebate process) can be fixed with reasonable communications by VZW, AT LEAST by communicating these things in writing on their packing slips and first bills. I will keep you posted on my success, or not, with the promised (not yet received) rebates.

Sad to share this....

VZW management, please let me know your reaction.

Comments

Verizon_Support

Good Morning Pickettsc. We appreciate and respect your feedback. We are eager for the opportunity to restore your trust.

-Deb

Verizon_Support

Please reply to the following private message so we can dig deeper into your billing, promotional offers, rebates, Costco Shop Card and any other questions or concerns you may have. It is important to us that you receive accurate information and we can provide it here.

-Deb

Verizon_Support

We just wanted to send a quick check-in to see if you still needed help. Please reply to this private message if you're still needing assistance.

-Andi

pickettsc

Deb. Can I please take you up on your offer to help? Below is the poor text response from the rebate department after my 2+ hour call with VZW last weekend.

“Verizon Msg: Your gift card promotion has been approved. Please allow 4-6 weeks for the card to be received.”

i believe i deserved more than this generic text that doesn’t even acknowledge which rebates are being addressed in another 4-6 weeks. How long is reasonable for me to continue to wait?

Thank you in advance.

scott.

Verizon_Support

pickettsc, we are here to assist. We will be sending you a Private Message to gather some additional details regarding your rebate concerns.

-Andi

pickettsc

Ok, It is time for an udpate to my original post. I have added that original post below this message.

As a summary, I have had an aweful experience with VZW so far after, as a 30-year AT&T customer, switching to VZW. BTW, the network is terrific. Their lack of transparency, poor billing communications, lack of interest in discussing or resolving the issue is really disappointing. Of course, after my initial post maybe 6-week ago, I was asked to follow with VZW reps, but no meaning follow up or follow through.

At this point, I am pleased to report that I have received my promised CostCo gift cards! Thank you CostCo for doing as you say you will do. As for VZW, here is the current update:

1. I still do not have the promised $200 rebates/gift cards promised directly from VZW for each of the 4 lines I switched. Who knows when or if? Or course, several phone calls, private messages from my first posting here, and no resolution. Again, my issue is they should live up to their advertising promises.

2. My monthly bill is still wrong. And, it is wrong in 4 areas:

a. I was promised 4 'FREE" iphone 15's. That was for 128GB phones. I opted to pay an addition upfront, maybe $110 for each phone, to upgrade the memory. And, after ALREADY paying for that upgrade upfront, they are charging me $36.11 per phone per month, but only crediting me $27.77 a month! That isn't a 'FREE' phone. The monthly fee should equal the monthly credit. Instead, per line,, they are charging an $8.34 premium per line.

b. Monthly line charges: My monthly line charges were supposed to be $65 per month per line. Now, I expected to be charged sales taxes, etc on top of that of course. But, they are ALSO charging an "Admin and Telco Recovery Charge'. When you get the written details of that $3.30 charge per line, it is another way to allow them to recover their costs of doing business. Isn't that what the $65 a month is? Honestly VZW, if you needed $68.30 a month, just be honest and transparent and tell people that is what you are charging (before legitimate taxes). After taxes, the 'Admin fee' and the incorrect credit for my trade in my monthly 'per line' fee is $83.10 per line.

c. Apple Watch charges. I was told that the Apple Watch associated with each phone would be $5 a month. You guessed it, they add another 'Admin and Telco Recovery Charge' of $3.30 for that too! And, after reasonable taxes, that Apple Watch monthly cost is $10.16.

d. This is likely important. I was ALSO promised on the phone by VZW several times, that my initial monthly bills (which was much as $131 a line the first month) would be reduced once they processed my 'trade-ins'. You guessed it, NO CREDITS for the initial overbillings has ever been applied.

I would really like VZW to call me and resolve at least some of these, "fact based, data driven", billing issues. If so, I would be happy to change or delete my posts. I don't know where else to turn for a reasonable explanation or resolution.

And, if not, let me return the phones to you, reverse over charges, and let me switch back to AT&T without charging me for the Iphone 15's that I am more than willing to return to you.

If you have similar experiences, please chime in.

Thank you!

______

Original Post/Message Below:

5. I have lost confidence in VZW's onboarding communication, processes and systems. I just hope that others see this before they consider switching.

Sad to share this....

VZW management, please let me know your reaction.

SynthpopAddict

As for#1, try the tips in this thread, as the OP managed to get their switcher rebate eventually:

https://community.verizon.com/t5/Mobile-Deals/Challenges-with-switcher-rebate-Try-these-steps/m-p/1741406

2a: Don't want to comment on that.

Per 2b and 2c, my opinion only of course, but while it would be great if Verizon just rolled all the extra fees into their plan pricing, I'm pretty sure AT&T also has that same "telco fee" tacked onto the monthly bill, but how anyone is calculating it??? Only the Pink Logo Place charges a flat monthly rate on postpaid plans in my experience, but I wouldn't be surprised if longtime customers with their "price lock guarantee" eventually get some extra fee tacked onto their bills over time because you can't keep charging the same price for decades to someone and not be losing money. It's even in the small print there that taxes and fees are exempt from "price lock".

As for 2d, hopefully your trade-in(s) weren't lost by UPS or Verizon.

pickettsc

Ok, another update. Today is 3.11.24.

I continue to call VZW at 611. Tonight I have already been on with VZW for 1 hour 12 minutes 42 seconds (and counting). I have been sent to 4 different people. I had to start over with my request for help each time I was transferred.

This call, I am limiting my request to only try to find out WHY i still haven't received 3 out of 4 rebates that I was promised. They NOW tell me, soon... March 13th! My expectations are so low now, I will just plan to let you know if I actually do get the last 3 rebates!

Finally, i had a SMALL success tonight with VZW!! Since I started typing, the final person I was transferrred to was able to help me actually use the first of the 4 rebates I was due. In this case, I just wanted to apply the $200 to my account!! Wouldn't you think that would be something that any of us could do WITHOUT being on hold for on VZW 'Customer Service' line for over 1 hour? Let me help explain ANOTHER issue with their process. 1. When and if you actually get an email with your rebate info, 2. you then have to manually write down and then retype (cut & paste, etc doesn't work) 3. you then manually type the number into their 'get info about your rebate card' form. 4. even when you manually type the numbers in, you then DO NOT get any 'expiration dates' or 'security codes' associated with the virtual gift cards! 5. yes, that means you can't even use the cards on the VZW website to pay your bill, 6. In order to use the card, you must call VZW customer care, then once you get to the right person, you can get them to send you a text, you then respond by manually typing in the gift card numbers in your text back to them, 7. then they can approve on their end the applying of your gift card amount to your account! No, you can't make this up.

I will continue with this saga until, maybe, just maybe, VZW fixes these issue for me and hopefully all that might mistakenly go down this road too.

Verizon_Support

We're sorry to hear about your experience with your rebate cards. We know that first impressions matter, and it looks like we've had a hard time showing you how great we are, and I really apologize for that. I'm glad you've been able to use one of your gift cards, and please don't hesitate to reach out here if you need help with the other three in the future.

~Jesse

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