New Customer Online Order Issue

[arange09]

My name is Anita. I am new customer as of Jan 27th. I set up an online order with 3 phone and a tablet. The order was set up incorrectly and sent to an incomplete address. In addition to that it was the wrong phone. I spend 3 days trying to get someone to help me change the address as ups wouldn’t allow me to do so. From 7am to midnight daily and in the stores from 6p-8p. I finally got Holly who was able to change the ups address but not the fed ex so I never got the tablet. The phone arrived and my phone was not the correct phone. It was a 15 pro and I ordered a 15 pro max. I was offered a 200 closer coupon on that order *****. I also put 500 on the device plus taxes. I returned the iPhone 15 at the store and received my refund back order number *****. I’ve talk to 20 reps and a supervisor over the phone and 20 vis chat and several offered to add the 200 coupon but ended the chat, transferred me or hung up on me. So I ported the number back to T-Mobile since I had no phone access for 5 days. I’m trying to set the order back up through chat and they end the chat saying they don’t see the coupon on my account or order yet I have a receipt. It’s been a cycle for 5 days. Holly was able to redo the tablet order and order a new device for my daughters line which are set to arrive on Tuesday but the 23.00 credit is missing from those lines for the device. I need someone to call me asap. So I can get my phone working. I can not work from home cuz I have to authentic this with my phone. This is interrupting my life. It’s causing me anxiety and I’m so upset on how I’m being treated as a new customer and previously number 1sales employee with Verizon.

[pickettsc]

OMG. My story about being onboarded by Verizon Wireless is different, but the theme is the same.  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 the gross incompetency of onboarding a customer (that are switching service providers) might be manufactured to try to not live up to promises made!   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.

[SynthpopAddict]

Both of you have my sympathy.  Verizon's CS has not been helped by it mostly being overseas in recent years.  If you get that popup survey message at these forums, try leaving some short feedback for them to bring back some US-based CS with employees who work within the company who know something.  There are longtime customers who remember better experiences with CS before the changes were made.  I do not know why promotions are so often messed up.  Sales reps focusing more on making commission instead of being concerned about customer retention?

Verizon, you're shooting yourself in the foot here.

[DCSharpShooter]

Even the reply below you received sounds so horrible. I can't stand overseas CS. They're barely understand what you're saying. Their words I understand and I'm here for you are so generic. It's sickening, ATT isn't any better as well, i signed up for their fiber. Paid for services over a year half later it was still never installed lol even after 28 visits. Took 8 months to get my money back. I cant wait for my 3 year plan to be over, i will be switching to Google Fi, or pay for a non contract plan from T-moble. Since verizon locks you out of networks settings, i will not be using them again

[vzw_customer_support]

Hello, arange09. My biggest apology to hear of this experience. This is not how we want you to feel about us or the experience for any of our customers. Help is here. Let's get your order set up properly. Please contact our Telesales directly by dialing 800-225-5499. 

-Natasha