I have called and spoken to support 5 times regarding the return of my old phone. Verizon gave us the credit and then removed it. Then said they lost the phone then said they found it. The last 4 calls I made I was told a supervisor would be calling me back. Either in a few minutes or the next day and I even had one rep set up a date and time and of course not return call. Is there any trick to just getting a supervisor without being promised a call back?
mcarter71, we apologize for the issues you've experienced and we want to help resolve the issue with the promotion. Device trade in promotions are great. We would like the opportunity to assist you. I sent you a Private Note. Please reply to the Private Note at your earliest convenience.
-Jacob
HELP PLEASE.
I had issues with my 3 month old phone, mostly the touch screen. I spent a long time on a chat. The end result was I was gong to be issued a replacement phone. This was on 02/03/2024. I received a "We received your order email" the same day. 2 days latter I received a "Here's your shipping information" email. BUT when I checked the tracking, the tracking number was for the original purchase and it showed it was delivered 2 1/2 months ago. SO I called, it took forever to get a person on the phone , then about 30 minutes while the rep tried to figure it out. He didn't figure it out and told me he would call back the following day. I am still waiting.
How could they not track my order? How was a old tracking # sent to me with a new date? Something is very suspicious. I would like to speak to a manager please.
Hello mrichman333. Thank you for reaching out and sharing this experience. You have spent time and it is frustrating. We can provide all the assistance you need here, including tracking your order. Let's work together to get the answers. Please share the order number and location code from your confirmation email. We will get the answer for you quickly!
-Deb
Same thing happened to me. Here's what I did:
Step 1 - All the things you already tried
Step 2 - BBB complaint
Step 3 - FCC complaint
Step 4 - answer the phone when the Verizon Escalation team calls
Oh, no! It breaks our hearts to read about your recent experience. Our goal is to always provide a world-class experience.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
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