New Customer Experience

[andrewbehic88]

If anyone is thinking about going to Verizon, please think twice. This is my experience that I had with getting the new iPhone 15 pro max.

When I visited the Verizon store they only had two iPhone 15 pro max phones left, I had a iPhone 12 Pro Max. The associate said that I would get 850 for my phone and I would only pay 5.55 for the new iPhone 15 pro max. I asked there isn't any hidden cost or anything special that needed to be done, he said now. I went a head and did the trade in. 

20 mins later he hands me the box with the phone along with my case and screen protector, I had to ask are you going to install the screen protector, then he did. He said you can go home and back up your information and that I had 30 days to trade the phone in.

2 days later I told myself let me call in and make sure that I'm getting what was told. Lo and behold I was lied to. The agent I spoke to on the phone said that the promotion that I'm on with the plane I would only get 200 for my iPhone 12 Pro Max. I said hold up, that was not explained to me, I was promised 850 and only paying 5.55 for the new phone. The agent said that I was lied to, the best option would be to go back into the store. So that's what I did.

Now a day later I go back into the store and explain everything again about what happen, she says that I know the associate that helped you and he would have explained to you, I told her why would I come in and be upset about not getting what I was promised. Then she tells me that there isn't a promotion that I would get 850, the only other promotion that they had was getting 1000 for my trade in and that I had to be placed on a specific line. Well he didn't say that, then she asked did he start the trade in, I said no he sent me home to back up my data and turn off the find my iPhone and factory reset my phone. 

She starts the process, says that I will get the 1000 credit for may trade in, 35 for the activation fee. That she would call me once everything is done, a week later nothing.

I call in and asked about the status of my trade in, agent says it's still being processed and that he would set up a phone call to call me once it's received. Did I receive a phone call NO!.

I speak with Maria from the community form and once again I explain everything that is going on, she then tells me that I no longer qualify for the promotion, why do I not qualify for the promotion and she didn't explain. I tell her that I haven't even had the phone for a month and ive visited the store how many times, called in how many times and all of the associates and agents are telling me different information. I tell her what are you going to do to satiety me as a customer, she offers me 600 for the issues I'm having and then also tells me to go back into the store and speak with them.

Then I proceed to the store and speak with a guy didn't get his name but he was very rude, saying to me that I'm getting the promotion, I'm like dude its the wrong promotion. The only thing he says is that I need to come back at 12pm to speak with the manager. So I leave.

While waiting in the car I call into Verizon again, this time I remember the agents name Love, I explain to her again about the issue I am having, she says that we need to start the process of the promotion corrections, I tell her that all of this was supposed to be taken cared of when I originally had the issue. None of the other agents or associates did anything. So she started to process and I asked her about the 45 credit and 600 credits. she CONFIRMS that she sees the notes on my account and that I will get the credit.

4 days later my 45 credit gets approved, I hear nothing about the 600. I call in once again and speak to an agent, he tells me that the Financial department is closed on Sundays.  Tells me to call 866-266-1445 and to speak with them.

I call Monday, speak with another agent, I explain to him that I'm calling about the 600 credit that was pending approve, he takes a min to review my account, which by now I bet has loads of comments on my account of who I spoke to and the issues I was having.  That to give hime a few mins to review, he comes back an says that the credit was denied because my issue was fixed, I said no the 600 was promised to me because of the many issues that I was having, having to go into the store how many times and calling in how many times. While speaking to his manager his limit is only 150 and the managers limit is also 150.  I was on the phone for an hour and then I get transferred to someone else, who's knows nothing about what  issue I'm having and I ask him what department I'm speaking with and its the payment arrangement department and that he has to transfer me again!!!!

VERIZON NEEDS TO GET THEIR DEPARTMENTS TOGETHER