Customer Service is a real joke!

[Kinger124]

I quite possibly could be cancelling my service with Verizon.

I've had issues in the past with receiving damaged "certified like new" replacements, but never with a new phone.

July 15th I placed an order over the phone for 2 Droid X's after checking one out in the store, one for myself and one for my fiancee at full retail pricing. I was told by the rep that these phones were in stock at the moment and were shipping Overnight and that I would receive them on July 17th. However that was not the case and I had to repeatedly call to get a tracking number. ( I was never sent a receipt or tracking number at any time ) I only got a receipt when the phones came on the 21st.

However, Verizon did not wait one bit on the withdraw from my bank account as that cleared 1 day later.

Once receving the phones I noticed that the buttons on the bottom of my phone were very loose and the back / search button were getting stuck when I pressed them I notified Verizon of this issue on July 26th and was told I was being sent out a brand new phone with Overnight shipping no charge because I will be returning the original one( ship on 7/27 and receive on 7/28 ) However, this was not the case either as the phone did not ship until 7/30 with 2 day fedex. I just received the phone today 8/ and after looking at it, it's worse then the current one I have, Extremely Loose.

I once again contacted customer service to get a ANOTHER one sent out. Except now they want to place a $428 charge on my account for another one until I return BOTH my original and the new one they sent out to me. I am shipping the new one out tomorrow morning and they should have it by thursday at max. BUT I have to have a $428 charge placed on my account. Now, I would normally not be worried about this except I was told that another Droid X will not ship til AT LEAST 8/18 ( Another half of a frickin month ) and my bill is due  8/20. So if I do not receive this phone by then I will be forced to pay an upwards of $600+ for this month's bill when I dont even have the new phone PLUS have to worry about the refund process to my bank account.

This is unacceptable, I have a house payment, 2 car payments, etc to worry about then a possible $600+ phone bill.

On a side note, I love how Verizon warehouses ship out their phones by just tossing 1 bubble bag and the phone in the box. Great shipping there!

[jmarrale]

Im right there with you i think they have no professional training and don't care if you cancel service they just don't care im@ that point too

[Anonymous]

---

jmarrale wrote:
Im right there with you i think they have no professional training and don't care if you cancel service they just don't care im@ that point too

---

You've hit the nail on the head.  Verizon reps are poorly trained and Verizon as a company doesn't care if you leave.

To the OP:  If you know the phone won't ship until 8/18, why don't you just mail back both phones and make due with your old handset until the new one comes?  I would honestly return the phone outright and wait for a bit to see if this issue is widespread, you've already struck out with 2 phones, do you really want another of the same model?

[big-d]

Not sticking up for Verizon, but I call it like it is. I've dealt with all kinds of customer service places from American

Express to Toshiba in China and Verizon is probably on of the best trained companies. Been with Verizon for 7 years now and never once had the type of problem that your having. Though I had to get to a supervisor once or twice I still got great service. Sorry to hear about your problem and not to minimize it, Start with a supervisor

[keepingitreal]

I would think that with all of that debt ordering two phones at full retail price was probably not the way to go.  Maybe you should return them and get your money back.

[Kinger124]

I've talked to a supervisor almost every time.

I can not return both handsets at once because I sold my previous phone already to put towards the newly purchased phones

[cpousn]

I hear ya!!!!!! I thought it was just me that thought the customer service suck. I have a storm 2 that was to be replaced and they sent me a storm 1 I called and asked what model of phone was on the line that they were replacing and they said storm 2 my next question was so why did i get a storm 1.  I still wondering how they pick and choose who get the updates for the new droid x first? what a mess. I always choose to be survey after every service call so I can let them know i was not happy about the service i was given.  I called today and asked about the update and the guy told me to do *228 to get the update LOL what a retard. I almost like you about to tell Verizon to take a hike. The iphone might be bad for reception but i bet they have better customer service. 

[runnman]

I have been a customer with Verizon for several years and have used their Customer Service numerous times.  I have always received very courteous and professional service.  I am well pleased.   

[Kinger124]

AT&T from what I hear has EXCELLENT customer service, but their phones and or service coverage isnt the greatest.

It just seems like some of the people working at verizon either have no idea what your talking about or just want to get off the phone so they tell you lies and lead you to beleive you're getting X on X date or you're receiving an X amount of credit but yet it doesnt happen.

[yellowcanary]

I have had to deal with Verizons CSR several times in the last 2 weeks and I would have to say it's not half as good as AT&T service was but I was just ready for a change and love the Droid X even with some small problems but all new release phones have their problems and most companies use their customers as testers now days.

[SRD]

I have my share of gripes about the droid x and its documentation. But after decades of dealing with support and customer service on electronics, appliances, computers, phones, software, parts etc, and overt 8 years with Verizon spanning abou 6 phones for 3 family members......pause..... I have to say they have the best service and support there is.

Nobody is up to supporting the kind of gadgets being designed today, especially when they go offshore. But Verizon keeps it here and does the best of any of them IMHO.

I appreciate your frustration though. Good luck whatever you decide.

[music360b]

I have a great story for you.  I've been a customer for about 8 years.  I renewed  my contract with an EnV Touch.  I went through about 10 defective hand sets.  Every time I complained customer service was very nice and sent me another defective handset.  They lasted anywhere between defective out of the box and about one month.  Eventually they switched me to a Rogue.  I am on my third handset getting ready to complain about this one.  When you touch the screen the icon answers and changes color but the program does not advance.

I have to say that customer service has been great.  Every time they answer my complaint with the best solution the can offer.  I've been patient with them and they have been nothing less than professional with me.  Face it loosing your temper with customer service does not get you very far.

The problem is not the service but the equipment.  Face it.  Packed inside those little black boxes we call cellular phones are complicated computers using touch screen technology.  The system works only marginally on laptops and on those big screen models.  What do you want from something not much bigger than a credit card.  No wonder the phone doesn't work.  I had to come to the realization I picked a dog of a phone.  Oh well.  I really need to be using a different phone with a better track record.

My next step is to complain to customer service until they let me open up a new two year contract with a new phone at the two year procing with no early upgrade fee.  I figure I only have to complain a few more times before if find the agent willing to take pity on me.  The keep a record of everything you talk about every time you call.  If I call enough times I will find the agent with the soft spot willing to say yes.

Remember the squeaky wheel gets the grease.  So start squeaking, nicely.  If you are persistent and are nice about it you will get what you want.  I did.

[PJNC284]

Most of the tech reps really are clueless.  They try to stick to the script and just sound like robots which gets annoying instead of thinking about the problems for a minute. "Let's try this this and this" "Already done that, what makes you think it'll work this time" "Let's just try it." :facepalm:

[Kinger124]

well this just keeps getting better and better!

I received my new phone yesterday, checked it out and the buttons are perfect! nothing wrong with them.

So I began the long process of activating, and getting the apps, contacts, set up emails, etc etc

took about 3 hours. when I was done I had a phone call. Anwsered the call and the earpeice is all crackleing and static, I can still hear, but it sounds horrible..

called customer service to make note of it and to let them know that if it doesnt correct itself in a week that I'll be asking for a new one sent out to me. ( thinking it was a software issue or something) when I got off the phone I looked at the earpeice grille and its bent in, didnt even notice it.... so Im thinking this is a hardware issue now.

called back and told them just to send me a new one now so then I will only have to wait like 2 weeks instead of 3-4 for a another one.

I was told that since I was past 30days I would be sent out a refurbished phone. ( since when is july 21st - oct 13th 30 days??)

asked to talk to a supervisor and that was even a bigger joke. she refused to send me a new phone and said she could only do a refurbished unit.. after I purchased these phones full retail less then 30 days ago... complete bull**bleep**!

I refused and Im going to go into the verizon store tomorrow and explain it. probably wont get anywhere and I'll just continue to **bleep** and force them to continue putting credits on my account for the major hassle I been thru.

supervisor also told me " If i put a refurbished unit into a brand new box you'd never know the difference"

I dont want someone elses frickin problem that was sent back and fixed..

if it wasnt for good coverage I'd be gone by now. Verizon, why do you have such {please keep your posts courteous} working in your customer service?