I am unable to sign a two-year contract with Verizon because of several layers of failure. I am unable to make changes to sales guy that I refuse to deal with.
I spent two hours on the phone with a support person trying to resolve this issue. They took over my computer and saw that it did not work. They spent 1.5 hours waiting on hold for the office that manages the website. Then they gave up, escalated the issue, and told me it would be 24-48 hours before I heard anything.
While trying to resolve this issue the tech support recommended I call customer support, which is code for sales guy. This person was unable to match the offers available on the website. He quoted the upgrade from 50/50 to 100/100 as $25; while the website says $10. To make matters worse, he told me it includes a router upgrade. When I told him I don't have or want a Verizon router, he told me I could send it back. His response to the price discrepancy was that I must be looking at the price for 75/75 (A product that Verizon hasn't sold for years). This is when I hung up. The risk of getting overcharged for service and a router I didn't want was too high.
Any recommendations on how I can escalate this issue to someone who can resolve my problem? I have invested nearly three hours trying to sign a contract and pay you people.
If the large number of forum posts about PIN problems wasn’t enough of a clue that something is wrong, maybe the fact that “Temporary Identification Code” was abbreviated as PIN will demonstrate the level of quality control.
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.