Before I leave

[sa1231]

Had a horrible experience with Verzion and I am leaving. Before I do, I just wanted to write up my whole experience with them so that others would not fall into the same issues that would take thousands of hours.

I bought two iPhone 13 pro max in September 2021 when they offered a $1000 each line credit over 30 months. I first phone arrived, but my second phone never arrived. Kept calling customer support, but was told my phone is on the way so call me back in a week for three times. Eventually, I asked what the problem is, the agent at that time told me my phone was back ordered. He all of the sudden canceled my order and asked me to order again so I can get the phone early without my permission/confirmation over the chat and in fact, I was not aware that my order was canceled till I call my next agent. The rest as you can image was a nightmare. Called again and again spending hours and hours asking how I can get my $1000 promotion, 3 agents told me the promotion was properly applied and I need to wait till the end of the months, This wasted me 3 months from Jan-Mar. Called back at the end of March and was told things have been dragging too long and cannot do anything any more. Got so disappointed and asked what at best you can do, and they gave me $300 credit which I still did not get the confirmation text so this may also be a lie. Either way, I am leaving Verizon and never want to associate myself with them in my entire life.  I take this as a normal American traditional company customer service, but won't survive if they keep treating customers this way and believe they still get customers. 

[vzw_customer_support]

Good afternoon, sa1231. I'm so sorry this was your experience with us, as $1000 is a lot of money to lose. I would be just as upset as you are. 

I am sending you a Private Message to better assist you. 

-Vanessa

[sa1231]

Just add to this whole story, I contacted a chat agent since I did not get any credits appear on my account. What I was told was of course the credit was not even requested and I was told because IU declined it, they cannot offer me $300, but they can do $150. I said that is not acceptable, and tha chat agent disconnected my chat. Above community manager reached out, told me to work with the chat agent, and stopped replying to my message.  Oh and yes they blamed me for not buying the phone during promo period, too at this point. Just amazing.

I think I gave up. No credit, no traded phone return, and no promo credit. Great news is my T-Mobile SIM is almost there and I would never see Verizon again in my life.

[vzw_customer_support]

I'm so truly sorry you had this experience with us sa1231 and I'm sad to hear you're leaving our family. We know your time is valuable and we would have loved to work with you on a resolution for this issue if you stayed with our family because we believe in making things right espcially since you contacted us multiple times to fix your issues. If you have any questions or concerns that we can address before you say goodbye, please send us a private message. 

-Kinquana