Thanks a lot Chesapeake, Va sales rep

[Dindelic]

I’m so frustrated at this point, I’m not even sure where to start. Back in March, I called a local store because I was interested in setting up a home internet device.  The sales rep told me they had a work around to make my address “qualify” and to come on in and pick up the device. Got the device home and it wouldn’t connect. I spoke to multiple tech support reps over the next few days who confirmed that my address didn’t have a “ping” and couldn’t receive internet services. The sales rep put an address on my account that was 12 miles away from my home in order to sell me this device. The store refused to take the device back and said I could return it to corporate (25 miles away) or have customer service send me a box to return it. Two weeks passed and I never received a box. Called customer service who tell me the box has been send to the bogus address that was put on my account….said it’s corrected and a new box is being sent out. Two more weeks passed and I receive no box. Call back and this rep tells me the box is sent to another random address in town that has no affiliation to me. Spoke to a manager who said it’s been corrected and a new box will be sent out. In the meantime I attempt to return it to the local corporate office, who say that’s not an option and thr original store can take it back. So I head another 15 mins to that store only for them to refuse to take it and that customer service has to handle it. Wait two more weeks and still no box. Guess what? I called back, and the box was sent TO THE RANDOM ADDRESS IN TOWN AGAIN! Tech support finally gets the box to me…and at this point I’m threatened with a $200 charge for not returning the box within 30 days. I get an email that the device has been received but the charge still remains on my account. Called back yet again, and the service rep has no idea how to help me…initially refuses to let me speak with a supervisor, but then sets up a call back. So now I’m assuming my service of 20 years will be canceled because I refuse to pay the $200 fee only to fight to have it refunded. Worst customer service I have ever experienced. 

[vzw_customer_support]

The last thing we want to see is for you to leave us after 20 years, Dindelic. I know how frustrated I would be if I had a similar experience, and I apprecaite you bringing this to our attention. I'm sorry for all the trouble you've had receiving the recovery box. We can help make sure this goes to the correct address for you. Since we will need account access to help make this happen, please be on the lookout for a private message from us.

-Joseph