Manager

[Graciedoran]

How do I speak with a higher up?? Or cancel my service because I no longer can do this.  I have spoken with over 20 representatives,  I’m currently on the phone and FINALLY got through with a manager and as I’m explaining he HANGS UP ON ME.  I cannot continue with this phone company being treated like this, being lied to over and over again and I’m sick of this .  I need to speak with a regional manager or someone higher and it took me 2 hours to get to a manager for him to HANG UP ON ME.  I’m livid.  

[vzw_customer_support]

We have a standard and I apologize how you were treated. We value you and your time. I'd like more information on what occurred and options to help you. Please meet me in a Private Message.   - Carter

[SHESM3]

I want to speak to a manager ASAP!! I have been on hold at least 3 hours today alone for a problem I've been working on for 3 weeks now.  We are 20 year customers who pay $500 for service.  My next step is cancelling service and going somewhere else.

[SethRomm590]

You should know that the same issues persist within your corporate stores as well. It's despicable! I'm looking into taking my 7 lines to a competitor because apparently your employees and managers aren't aware of what your standard of excellence is, or they're complacent and could care less as this pandemic makes it too convenient to disregard customers + customer needs. Had a thoroughly HORRIBLE experience tonight in person at a corporate store. When a business card or regional manager name was requested we were met with a sneer, told to call customer service, and to have a nice day. If only customer service at the 800 number can actually extend actual service or decency (which we haven't been able to reach anyone there either) then what is even the point of brick and mortar locations anymore?!

[Tigerstep]

@Graciedoran @SethRomm590 @SHESM3 

Literally all a manager can do is approve credits and discount equipment with a valid reason like if Asurion was giving a hard time when you have insurance.

They are not fix it buttons. A supervisor can't give you special prices because you asked for special treatment. A supervisor can't make poor coverage any better. A supervisor can't give you a promo you don't qualify for or did something to disqualify yourself. A supervisor isn't responsible for purchases you made in the app store, your kids made or anything one of your authorized users did. 

 If you're unsatisfied, you're free to switch carriers. 

[vzw_customer_support]

SethRomm590, we would hate to see you go! Please respond to the Private note we are sending so we can help anyway we can!

ScottD_VZW

[BreezieNC]

I am having the same issues with CS.  6+hrs on the phone and about 3 on chat.  I was trying to cancel a non-working phone due to a software crash and Verizon not only wouldn't replace the phone, BUT when I said I couldn't afford to buy a phone and I will just cancel it, they tried to charge me $175 early cancel fee when I have had this phone 4+yrs and my account for 10+yrs!!  This is how they treat their clients who have been with them for 20yrs.  I am now looking at At&t, TMobile who both offer free phones and to pay out any fees for all of my other 4 lines.  If Verizon wants to loose 200 a month for either giving us a free  phone or letting us cancel this line, that is up to them.

[vzw_customer_support]

BreezieNC, we value your long time loyalty, and we certainly don't want to see you leave due to the difficulty you have had with your phone! I know I would also be frustrated with paying for a phone that wasn't working. I would love to assist you, and see if we can get your device running once again. You mentioned that there was a software crash that caused it not to work. May I ask when this happened? What is the make & model of the device? 

Thank you,

MichelleH_VZW 

[BreezieNC]

Michelle-LGKV20.  Happened 2 days ago-i was talking on the phone, it shut down, and then on reboot, went past LG screen, Then hello screen, then would go past the Verizon with dots.They tried troubleshooting even tier2 tech, said it was a software crash. NO phone damage - always in case and cover. 3 agents said they would send me another phone, then when I got to tier2 person (after 6hrs) they said, nope, out of warranty, you have to purchase a new phone.

[vzw_customer_support]

Thank you for these details. When was this device purchased? Do you have any insurance on the line with this device on it? 

VZW_RobertH