I am beyond frustrated with VERIZON once again! All of the reasons why I left them came flooding back to me in one fell swoop!
Backstory: Been having problems with the iPhone 12 screen freezing, not being to click on links, not turning sideways to watch videos, etc. I called Technical Support – I was on for hours!! It’s ridiculous. At one point I was told they may lose me because I was asked to turn my phone on and off and they would call back. When I turned my phone back on, I had no ability to receive or make outbound calls on the phone. When they FINALLY (another hour later) told me they were going to send me a new phone under warranty, I asked if they could authorize replacing with the RED phone, not the GREEN because of all the hours I had invested with them yesterday to resolve my phone issues. They said they would ask a supervisor to approve it and could they put me on hold. Of course, sure put me on hold. 20 minutes later he comes back on the line and said a supervisor approved it! Yay (or so I thought). He said, instead of delivery date being Tuesday, I will now receive the RED phone on Thursday, 9/1. I said that’s fine, and I appreciate the efforts in getting it approved after allllllllll the trouble I went through. I felt satisfied that they made an effort to make me happy after all that. However….. after I got off the phone, I received an email from them to confirm shipment. When I opened it and discovered it still said I’d get a GREEN replacement phone, I called back. I got a nasty lady who kept talking over me when I was trying to explain that it should be red and went through the entire conversation! She told me warranty rules are that they replace with like-kind only and do not change out the color while replacing the faulty phone. So I was lied to by the Verizon guy and kept on hold for 20 mins while he “pretended” to get authorization. I am so mad!!
Also – to start with – I’ve only been a new returning customer for 1 month. Here’s what happened on the onset:
1. Sold many accessories I did not need and did not see. They were pulled from the back and never shown to me. For example, a car phone charger that has the spiral chord (yuk!) and is chunky. I would never get that! Also told my Iphone XR protective glass screens would not fit my Iphone 12 and I need new ones. Well, I went home after buying what I was told to buy and they DO FIT!! I did not need them.
2. Did not receive discounts up front! It’s a clown show and the onus is is on the customer to make sure you get all the discounts you are entitled to! It’s so hard! I was given 2 different #’s to call for one of the discounts and told I could only call during a certain time. Why on earth isn’t there a discount screen with options to choose what you think you will qualify for on ONE PAGE and you upload your docs to prove qualification.
3. Also, we are to get a $200 rebate. Well NOOOOOOO where is there an email about this, so I asked about that too. Well you’ve got to call another # they gave me to redeem it! Why is this sooooo much work for the customer.
4. When I was oversold accessories, I went to return what my son didn’t need. The manager very loudly started asking me why I sent a bad review of my experience. The whole store could hear. I calmly looked at her and said, “I am not a demonstrative person. This discussion should be between us privately, not for all to gape and listen.”
5. When I told the last rep I called to let them know it said “Green” not “Red”, I said I am going to switch back to my old carrier. I am so upset with customer service and being lied to! I said it’s cheaper too! She talked over me and said it’s not cheaper. It is so! By $60/month!
The customer is not at all being treated fairly and service is HORRID!
This is never the experience we want for you, I am so sorry. We will need to access your account. We will be sending you a Private Message shortly, thanks.
-Rosie
I just received your message, however, It is not clear what you are asking. Please be more detailed in your request.
What on earth are you people doing?
Your link sent in private message did not work @vzw_customer_support
No surprise there! Now what?
damurph101, allow us to apologize if there were any issues with the link we had sent over in the Private Note. We have resent you a new message there. Please reply back to us in the Private Note so we may work further there on a resolution vs coming back in public.
-Christine
I was lied to as well and had a horrible experience I am considering switching as well what service did you switch to?
Start a new topic or ask questions in the open forum.
