Customer Service

[Anonymous]

I have been a happy customer for a little over 2 years now, so I decided to add a new line to my account. I chose a new phone, and I made the order via phone call. They quickly helped and charged me about 100 dlls to start.

I received an email right away to confirm my purchase, and I noticed that my address was missing information, I checked the chat and I noticed that I gave the correct information to the agent so It was not my mistake. So I contacted customer service right away. They mentioned that they will fix the issue asap before the phone leaves the warehouse, which they didn't. I received a tracking number and a notification from UPS stating that they had the package but It was missing information so I called again, and customer service said they will fix it. They ended up updating the address and I checked again with UPS and they said that Verizon sent an updated address however, it was still missing information for the SECOND TIME and the phone was going to be sent back to the sender. I called again and I keep hearing the same thing, just apologies but no real solutions.  One of the agents recommended canceling the order and making a new one, this time with all the accurate information. At this moment I was already a little upset but  you know, sometimes this things happen. I canceled the order and I didn't receive my money back because I needed to wait few business days, which is understandable. 

I called again on Saturday to make a new order, this time I decided to choose a different phone and instead of having it shipped to my address, I chose the store pick up option that was  provided by the agent but unfortunately the location was about 40 min away but I was ok with it, I just needed new line asap. I paid about 100 dlls for the second time, they took my money right way just like the first time, that was pretty fast. I received a notification via email stating that the phone was going to be ready for pick up in 2 hours. About 5 hours passed and never got the notification that it was ready so I called again and they said please allow up to 24hrs so I did. the next day I called again and nothing, same thing, supposedly the phone was not ready  for pick up  yet so I waited one more day.

I called on Monday just to see the status in my order, since the original email said 2 hrs and 48 hours passed already. The agent said that he was going to call the store manager directly and he pleased asked me to wait in line. I was on hold for a long time until he finally gave me an answer. The customer service agent stated that he contacted the store manager, and my phone was ready for pick up. During my call I mentioned that the store was about 40 min away from my location just to get there so I really wanted to make sure that the item was ready. He mentioned that there was an issue with the system, and it still shown as processing, however, my phone was ready for pick up and he confirmed with them via phone call. I drove for 40 min just to get to the store after work and when I got there the agent did not have any idea about my order, mentioned that the phone was not even there and nobody called. It was about 7:20 pm already and he mentioned that there was a corporate store about 10 min away and he recommended me to visit the location, so I drove for another 15 min to get there, just to find out that the store was closed, it was 7:35 pm and according to the schedule thet close at 8:00 pm.

At this point I am MAD, FRUSTRATED AND VERY DISSAPOINTED. Since last week I already spent hours with customer service, and I even drove to a store to pick up an order that does not even exist. Customer service is the worst that ever experienced. 

[vzw_customer_support]

Hello, Roberto_Lopez. Thank you so much for this info and my apologies to hear of this experience. Your time and business is very important to us, and we want to do all that we can to ensure you receive your second line with no further issues. I do see it has been a few days since you posted this. Just to confirm, are you still in need of assistance. Please let us know. 

-Natasha