Support Doesn't Know Diddly?

[JamieTheFee]

Has anyone else found it impossible to upgrade a device without paying full price upfront? I bought six devices when I switched, all on payments and all online without talking to anyone at Verizon. However, now it quotes me payments when I try to upgrade my wife's iPad, but is asking for the full amount on checkout. I do the chat and Marcos verified my name and phone number to access my account, but then he knows nothing about my order or my account. The numbers he quoted for monthly payment and activation are higher than the numbers the online ordering system quoted and he kept trying to sell me watches and phones that we already own and show in my account. When he asked me to follow an external link to pay, I pulled the plug on that convo. Marcos must have hacked into the chat system or something. Never talked to anyone or gone to a store to purchase a device from any carrier before and not gonna start after this experience. I have implemented chat systems, trained help desk teams, and used a myriad of chats to deal with mistakes in orders or product issues. But I have never encountered so many red flags as I did in my chat with Marcos. I bet he inadvertently sends a lot of people to AT&T. LOL. If Verizon gets its online ordering system fixed to actually upgrade my wife's iPad for the monthly payment it quotes me, I will upgrade her device. Until they do, I will question my decision to do business with Verizon at all. I just don't get why so many people around me like Verizon, as I have had such a better experience with AT&T.

[vzw_customer_support]

Jamie, we definitely want to help make sure that you can get the information and help needed when it comes to upgrading your phones. I will be sending you a Private Note, so we can discuss this together. 

*Jose

[JamieTheFee]

I checked the online system again a day or two later and was able to do my upgrade with monthly payments. As far as customer service? I don't understand Marcos verifying my account and then sending me a link to pay for the upgrade fee. Any other company would simply charge my card on file, which is even a Verizon card, in this case. As I said before, I work in IT and I have built support systems and trained support personnel. Marcos set off every red flag you could think of in my interaction with him. He tried to sell me watches and phones we already have attached to my account, after he had verified my info and supposedly "pulled up" my account. The external payment was the last straw and it shook my faith in your whole company. Regardless, I have since managed to upgrade my wife's tablet on your site, as the glitch I was experiencing has since been fixed in your system. I require no more help on this issue, but I recommend an audit of Marcos' previous interactions, some shadowing his ongoing work, and any necessary retraining. I will continue to try to understand why my wife and family prefer Verizon, but if I do ever have to talk to customer support again and they send me an external link instead of doing a text verification and charging my account, we will stop doing business with you immediately. Thank you for responding and I hope you live long and prosper.