Verizon is having very serious support issues and it seems to be getting worse. Think Southwest airlines last week with canceled flights for a whole week.
Just signed up for a 3-year contract with the promo deals and it has been a nightmare since.
I spent 4 hours on the phone yesterday (after waiting on hold for 45 minutes) without a resolution and the call rep made the issue worse by removing my account manager access. I was told I would receive a callback from the rep's supervisor today between 1-5 ET and never received a call.
I then went to a store as directed by the call rep for an exchange, waited half an hour, and the store was overrun and unable to address the issue. The call reps can't see the inventory for stores, so you have to go to each store and wait in line to ask if they have items in stock. You can also not call corporate stores directly to determine the inventory because all the local store numbers go to the national call center.
8 hours of my time later and no issues were resolved!!!
The mobile app does work correctly and asks for login just to call support and then sends the 2-factor auth to the wrong email address.
The website is missing critical information when managing account details. Buttons have no text, data fields show no description about what they are, etc. This is true in multiple browsers and operating systems. (see screenshots)
When trying to schedule calls for support, the option to select a date and time is unavailable. (see screenshot)
I was given the wrong ultra watch band at the store on 1/3, ordered an exchange watch, and the promotional credit was removed. The shipping address does not show my apartment number, so I'm not sure I'll even get it.
What is Verizon doing to address these numerous and horrendous customer service issues?
