Just want to let everyone know that Verizon doesn't care at all about its customers!

[skerfan2284]

So, I am a proud thunderbolt owner. I love the phone, even without GB. Only problem is that my wife and I get very poor reception inside our house and outside in the yard as well. After having a hybrid PRL pushed to our phones, we still didnt have an improvement in signal. An in-store verizon associate told me that I would need a network extender, and that it would be FREE of charge as long as I called in to tech support to order it. After speaking with an extremely rude tech rep, I went into the store in Omaha. One of the retail reps did his best to help, but then his manager came out. He then told me that the Extenders are not free, and that they cost $249! I explained to him that I was told it would be FREE of CHARGE to me, but then he fires back with, well maybe we can take 50 dollars off. I have filed a complaint with the BBB, and am actively pursuing cancelling my contract and switching to Sprint. 

[Ann154]

How do you know that the construction of your house isn't contributing to the poor signal? Do you have decent signal when you step outside? Could there be other obstructions like trees and hills blocking your direct line of sight to a tower or two?

[skerfan2284]

That isnt the point. The point of this rant is that they told me network extender would be free, and then they turn around and try to make me pay $250.

[rcschnoor]

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skerfan2284 wrote:

That isnt the point. The point of this rant is that they told me network extender would be free, and then they turn around and try to make me pay $250.

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The salesman was mistaken. They have now offered you $50 offf. Your choice whether or not better service in your house is worth the $200.

[AZSALUKI]

have some friends over that use sprint and at&t and figure out who gives you the best service and go with them. you can get out of your contract within the first 14 days.

[Wildman]

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skerfan2284 wrote:

That isnt the point. The point of this rant is that they told me network extender would be free, and then they turn around and try to make me pay $250.

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My point was talking about going to a company that has the type of practice that you are complaining about....   At least Verizon doesn't charge a monthly charge like Sprint do to use the extender..

[Sborden]

I had the same issue with Verizon at one time.  I talked to a rep on the phone and he told me one thing, then went to the store and the rep there told me a completely different story.  Finally I got home called back in to customer service and told them what I had gone through, told them I wanted to talk to the manager directly no more reps.  They are supposed to notate your account with every conversation you have with them.  The manager went through the notes and said yup your right the first guy made a mistake but we will honor it because it was his mistake.  

Try that and see if it works for you.

P.S.. The other two companies are the same as Verizon, changing carriers isn't going to help you any, not saying you shouldn't but just know all 3's customer service is lacking depending on who you talk to and how high in the chain you complain.

[DroidM]

I could be wrong but if your not geting a good signal inside and outside an Extender proably wont' do you much good. Are you in a Full 4G area or are you on the fringe. Im asuming your on the Fringe if they put you on the HYbred Network. I was swited over to the Hybred my self when I first got my T-bolt because I was on the 4G fring and was not geting a good signal. I was told that becuse I was so close to a 3G tower and the 4G tower was not as strong the phone was fighting with it's self as to which tower to use. I switched my phone to 3G only and this solved my problem, untill Full 4G came to my area now Im back on the main Network and I get a strong signal all the time with 4G.

[Wildman]

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DroidM wrote:

I could be wrong but if your not geting a good signal inside and outside an Extender proably wont' do you much good. Are you in a Full 4G area or are you on the fringe. Im asuming your on the Fringe if they put you on the HYbred Network. I was swited over to the Hybred my self when I first got my T-bolt because I was on the 4G fring and was not geting a good signal. I was told that becuse I was so close to a 3G tower and the 4G tower was not as strong the phone was fighting with it's self as to which tower to use. I switched my phone to 3G only and this solved my problem, untill Full 4G came to my area now Im back on the main Network and I get a strong signal all the time with 4G.

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The extender uses the customers broadband internet connection and the extender should still work and help with reception since is doesnt depend on the network reception...

And as for the reported that Verizon has bad cusromer service I disagree, so far they have handled all my situation well, I amit that I have had my share of bad CS reps but everyone should know if you get a person having a bad day usually customers know it by CS responces, I agreee this isnt professional but it happens..  No conpany have perfect employees pllus a number of users feel if they approach the rep with a attitude this will get a faster responce and this is correct but the responce most likely not be what they want..  

You catch more bees with honey than water...

[DroidM]

but will the extender improve your 3G signal or your 4G signal.

I agree 100% with you on CS. Althou not profesional at times you have to give these people a bit of leway. They spend all day listening to people complaints some valid some not and a few outlandish. It's buy no means an easy job. this is no excuse for being treated rudely. i have found that on the rare ocasion that this happens I call back about 10min later get a difrent rep or if im anoyed enuf I simply ask for a supervisor right off the bat, and then calmly explane my problem and depending on how anoyed I am I might even mention the rep's atitude that i originaly delt with. You woudl be suprised the response you get if you aproch things calmly and with a bit of understanding. I know when ther are problems it's frustrating and even more so when you get a rude or even incompetent or poorly traned(Ill informed) rep but ther all not like this.

I woudl still try puting your phone in 3g only mode and see if your signal improves, just to see. you never know...

[skerfan2284]

Yes, for the majority of the customer service I have experienced, it has been great. My problem is being told one thing, and then being told something completely different from another rep. Yes, my experience doesnt speak for VZW as a whole, but the whole point of this is that I was told the Network Extender would be free, because i was having such huge problems with reception. Had they told me it was going to cost me in the beginning, I wouldnt be so mad..but the fact they are trying to charge me now is unacceptable, especially when i was told by a sales rep that it would be free.

[vereyezuhn]

Verizon doesn't gaurantee service inside of buildings anyway. It's in the contract you signed. The BBB (or even a lawyer, as some people threaten) won't do anything with this, because you literally agreed to not having service inside of buildings.

Now, the fact that one rep told you the extender was free and another told you it wasn't, is the perfect representation of how different Verizon employees can be, and that you SHOULDN'T judge a WHOLE company on just one or two people. I would be willing to bet you any amount of money in the world, that if you called once or twice more, and spoke to different reps, that you'd get one willing to give you an extender for free. Don't just assume that since one person isn't willing to give you $250 off of something that Verizon sells, that every single one of Verizon's employees are rude and don't care about their customers (I really don't get how you get THAT statement out of this whole ordeal, but oh well)

Call tech support again and speak with someone else, some reps will give you extenders for free, some won't. But the bottom line is usually customers have to pay for them, certain sympathetic reps will give them for free.

[Wildman]

What I believe is that the CS was thinking of a promotion that verizon was having a little ways back that they was offering free Network Extenders under curtian situation but that promo has been over for a little while...  I have had mine about a year and I got in on that promotion...

I understand your frustration but sometimes information does get communicated incorrectly and this can lead to issues and in my opinion this is one of those situations.

[LenaA_VZW]

Thank you to the community for the information provided. 

skerfan2284, I understand your disappointment regarding the cost of the Network Extender. The cost of the Network Extender is $250.00 and we usually offer $50.00 off of the accessory. Did you receive this discount? If not, please send me a PM with your mobile number and I can look into what was offered to you further.

Thank you,

[Wildman]

I am sorry to say but your story sounds just like the one I had with Sprint when I was with them.... I feel your pain...

Wish you luck...