Never Ending Upgrade Problems
Vodeo0808
Enthusiast - Level 1

Here is my saga that started in November. I upgraded my iPhone 13 to an iPhone 16 pro with the promo that the iPhone 16 pro would be free. I filled out everything online and I ordered for store pickup. The order said pending after six hours, so I went to the store after work to see if I could get the phone.

At the store, they said yes they could give me the phone to finalize the purchase. They handed me the phone, in the box. I asked if they would activate it in store and they said no, I should activate it at home. When I tried to activate it the next day, it said it could not be activated. The store I had picked up the phone from was closed (it is a corporate store and closes relatively early) so I took it to a different store. There, they activated it.

when I looked online the following day, the phone was active but using the old plan instead of the new plan I was supposed to use to get the promo. I called Verizon support and they changed the plan to being correct.

However, upon changing the plan to be correct, none of the account add ins were working. The account still said that my order was pending and so I couldnโ€™t activate any add ons. I called the support line again and explained the situation. They activated the add ons but the account still said my order was pending, so I couldnโ€™t activate any other add ons or make any other changes to the account. I called back and explained this all again to the person. They opened a ticket, but the ticket they opened said I had trouble with add ons. I added a detailed explanation to the ticket saying that it wasnโ€™t add ons it was the pending order. The ticket was closed within 24 hours, but my account still said an order was pending.

The next day I went into the original Verizon store to say what was happening. They told me I would just have to keep calling and calling until someone in support knew how to fix the issue. I told him that I just wanted to turn off an add on. At that point, he called a support line. In the call the person in support was extremely rude., as we were talking over speaker phone. During the call she deactivated my phone remotely, which cut off the call. We had to call the support line back to try and get her. Luckily, she called us back, said the remote restart didnโ€™t work, and escalated us to another associate.

That person was able to fix the issue, and get rid of the pending order, but it reset the original promo. This meant that the iPhone 16 pro was no longer free. The store associate put in a ticket for the promo correction so that it would get fixed. To date I have heard nothing back and the promo has not been applied to my account. I turned in my old phone like the associate told me to do, and it took some money off of one bill. I was told this would then be corrected.

Nothing has gone right. And at every step of the way the Verizon support team has been awful to work with. The stores have been awful to work with, and at times have said they donโ€™t want to help and I should just call until someone listened to me. I have been a Verizon customer for five years. This has been the worst phone experience of my life and it still isnโ€™t fixed. And because of the add on fiasco, because some add ins didnโ€™t work right away I got billed for services because they didnโ€™t think that they were paid for through Verizon.

I am putting this in the forums because literally no one in all of Verizon that I have either talked to face to face or thru support has been helpful.

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3 Replies
vzw_customer_support
Customer Service Rep

Hello Vodeo0808,

 

We are saddened to hear of the experience you had with your upgrade. I would be concerned too if this had happened to me. Submitting a ticket for promo correction would be the next best step. When was that ticket placed for you?

 

-Christopher

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Vodeo0808
Enthusiast - Level 1

The ticket was placed end of November/early December for the promo correction. I have never heard anything since then: no email or text message about the ticket.

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vzw_customer_support
Customer Service Rep

Thanks for these details. I will send you a Private Note so we can look into this further. 

 

-Christopher

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