I ranted and raved about my experience with VZW to anyone who would ask. I suppose my experience was based on the fact I’d never had a problem. However my reflection has since changed. When I actually had a problem, their service was poor. Their accountability lacked and the follow up was non existent.
I ordered a phone on 3/22 with the expectation set that it would arrive next day by noon per the expedited shipping the phone agent selected. All is well.
well it didn’t arrive next day, it didn’t arrive the following day either. I called as I needed it by that second day, hoping I could pick up the same model at a physical location. Nope. Nobody wanted to make that happen. They kept siting it was due to this order being stuck in transit. Okay, cancel that order, return to sender and set me up in store. Nope. I’d have to contact the carrier to see about that but that still doesn’t help me.
Next I get a guy that says I can upgrade one line pick up that phone in person and gift my current phone to the receiver. Sure. If that’s the only way I can have this accomplished by today. So we did. He made emphasis on having to hurry up and do this so that I could get it in time then at the end said oh it may take a few hours to process at the store. Okay so you rushed for what?
the activation fees he said he would waive weren’t waived. Not even requested.
I was told I could upgrade to an iPhone 15, any model in the generation and then once accepted was told it would only be the base model for free.
Over the course of 4 phone calls, and hours of my time, I was lied to many times, not properly helped or accommodated for the lengths I had to go to get basic service and when leadership finally got on the line, he shared the same help capacity as the others. I am still waiting to be contacted by their escalations team. Everything is fine until you have a problem. At that point, don’t expect them to help or care. Can’t wait to see how bad they messed up my bill.
oh and the phone they finally said they could have returned in transit.. I was emailed moments ago saying congratulations on your new phone! Tracking has updated so I guess that’s on me huh with my imaginary phone that I get to pay real money for? Fabulous.
One of our main goals is to provide a great service experience, and we are concerned to learn about the whole ordeal with your recent order. We'd like to review your situation a little closer, I'll be sending a Private Message, please reply to it, so we can get started.
~Maria
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