Call centers

[JackieDawn]

originally called in to request a replacement for my current phone, which has serious audio issues. It was supposed to be mailed to me four days ago—but the order was never even shipped. I’ve already spoken with two other representatives before this last call (both overseas), and unfortunately, neither followed through on what they promised.

I’m honestly exhausted from having to contact Verizon customer service repeatedly, only to speak with representatives who are difficult to understand due to language barriers. I’m not trying to be disrespectful—it’s just genuinely hard to communicate.

The most recent agent claimed he was Tier 2, which he said was the top level, and told me I was lucky to be speaking with him. He kept pushing for me to upgrade to the He kept pushing for me to upgrade to the S24, promising my bill would NEVER go up. He guaranteed that no matter what, I'd be paying less than I do now. He also claimed I could keep the phone that’s been giving me problems—without returning it—and apply its number to the new phone being sent. That would mean I’d now be paying for four devices instead of three, but he insisted I’d still end up paying less than I am now.

After two hours on the phone, I reluctantly agreed to the upgrade—but all I really wanted was a simple replacement for the defective phone.

[vzw_customer_support]

I am here to help and make sure that your account is set up the way you want it to be. If you are still just wanting to get the replacement instead of having a new phone, please reply to the private message I have sent. 

-Bryan

[SynthpopAddict]

I'm not sure, but I thought replacement phones were insurance claims through Asurion.  Or do I have something very mixed up?  Anyone?

[vzw_customer_support]

We sent a Private Message to continue the discussion related to your replacement issue. This is something specific to your individual account, since it depends on the type of replacement and where the coverage is being used (Manufacturer Warranty / Extended Warranty). We will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.

-Alex