Buckle up because I've got a story that will make you laugh, cry, and maybe even reconsider your phone carrier choices. Let me regale you with my recent escapades with Verizon Wireless, a saga of the missing tablets endless phone calls, and promises as fleeting as a summer breeze during a winter in Greenland.
Missing Tablet Debacle:
Verizon claimed they had no record of me returning a tablet, accusing me of lying and stating, "We know for a fact that you haven't turned in your iPad".
I turned in my iPad. I turned it in with the shipping label printed for me at the Verizon store after they determined they couldn't fix the problem the iPad was having in the store (iPad wasn't able to connect to cellular). They charged me $789.99 for this iPad.
My bill with Verizon is about $500/mo for 8 devices (some of them with device payment plans).
To make things super basic: I pay them around $6,000 per year, and they are going to lose me as a client over a "supposedly" unreturned broken iPad that has a value of $789.99. As my wife would say, the math just ins't mathing.
Side note: I am 35 years old and have been a customer of verizon paying the above amount for 4-5 years. I have never used any cell phone carrier other than Verizon. My business also has an account with Verizon with lots of devices and plans. You could say I am a pretty loyal Verizon customer.
Condescending Customer Service:
During my 4-5th call surrounding this situation, the representative spoke down to me, lecturing on the importance of saving tracking numbers and receipts. While I understand the importance now, trusting Verizon and UPS to fulfill their duties after dropping off the tablet shouldn't have resulted in accusations of dishonesty.
Endless Calls, No Resolution:
I've now made my fifth call to Verizon, each lasting over an hour, in an attempt to resolve this issue. Unfortunately, every call has resulted in more frustration and no progress. It's disheartening to see such inefficiency in customer service. I was transferred to a second customer service rep (after the first one of accused me of lying/committing fraud and I asked to speak with a supervisor) ended up being extremely helpful. His name is Justin and he deserves a raise. He took the time to hear my frustrations, acknowledged the situation, and was overall just extremely pleasant to talk to. He connected me with someone else, while remaining on the phone, and promised me he would help figure out a resolution.
Justin, in the off-chance you read this post please contact me for a job. You are the definition of an excellent customer service representative and any organization would be lucky to have you as an employee.
Unauthorized Charges and Broken Promises:
To compound my issues, I discovered dormant lines on my account that were opened without my consent. Verizon acknowledged this and promised a $700 credit to rectify the situation. However, the credit never materialized as promised. After multiple calls, I received only $350, with the second promised credit of $350 never being issued.
Update 1 (2pm local time):
As I write this, I've been on the phone with Verizon for nearly two hours, still without resolution. It's incredibly frustrating to deal with such incompetence and lack of follow-through on their part.
Update 2 (2:28pm local time)
I have been issue the $350 credit that was never issued. They are still fighting me on the missing iPad.
Update 3 (2:37pm local time)
Apparently the $350 credit wasn't applied and she is trying to figure out how to apply the credits to my bill as she has to do it "piece by piece" (whatever that means).
Update 4 (2:45pm local time)
They have now figured out how to apply the $350 credit. They are working on the missing iPad and other fees that I was told would be waived due to this situation and let me know I would only be on the phone for 5 mins longer.
Update 5 (2:54pm local time)
They are still investigating the iPad. I have the utmost confidence that nothing will be found, resulting with Verizon losing a customer that generates them more revenue in 2-months than the cost/value of the mysterious missing iPad. The third rep said she is going to create another ticket for me and that she can transfer me to another person who is higher up. Stay tuned for further updates.
Update 5 (3:01pm local time)
Same rep comes on and say's "the job is being done on their side" and that I don't need to be connected with a supervisor but says she can still connect me. Challenge accepted. I am close to 3 hours into this and I am going to talk to as many people as possible.
Update 6 (3:03pm local time)
Supervisor comes on and tells me not to worry and it will get resolved within 2-7 business days ๐
Verizon, you've given me a rollercoaster ride of emotionsโmostly frustration, sprinkled with disbelief and a dash of humor. If you're in the market for drama and surprise charges, I've got a front-row seat for you. Here's hoping my tale brings some chuckles and serves as a cautionary tale for all.
Oh and just for fun:
Here is a screenshot showing the length of time I had to spend on the phone with Verizon today. Gotta love the 1 bar of service at my home office...
