Verizon Customer Service

[Jmatus28]

Hello, I would like to start as I would like to file a complaint for the poor service experience from a sales rep at a store.  I went to the store to look at phones with my girlfriend.  While there I decided to ask to have them look at my phone. It was a factory refurbished phone that they sent me to replace one that would freeze every once in a while. I figured this would be an opportune time since the wait to talk to someone is usually well over an hour.  I asked him to look at my phone since part of the touch screen would not work. He stated that this was a software issue. I pointed out to him that it was clearly a hardware issue since it wouldn't sense your finger in part of the screen. He said to reset it and it will be fine. (please note: phone was used for about 2 weeks when I asked him to look at it, and the rep didn't even look up any account information just sent me on my way, Also some of this is my fault. I did not make it back in for a while, I was busy and couldn't wait in that line).

So I did as the rep said. And the problem still persisted. So instead of going to the store and encountering another poor experience I went online.  They stated that the factory refurbished warranty expires after 90 days or when the original warranty expires whichever is first.  I would have been within this window had the rep looked at my phone or account. Now I am forced to stick with a broken phone or pay full retail for new one. 

I am looking on the internet for a new phone. I think It is better to deal with phone companies or vendors like Amazon rather than get the terrible service at Verizon.

Can someone point me in the right direction?

[vzw_customer_support]

Thanks for taking the time to contact us via the forum, Jmatus28. I apologize for the problem you're having problems with your current phone and I would be glad to look at any option that you have.
If the warranty has in fact expired, you have the option to get a Certified Pre Owned device http://bit.ly/NTcxRW.
We can also check to see if you qualify for http://vz.to/ZILXBT if you are interested in getting a brand new phone. Are there any other lines on the account that are eligible to upgrade?

TamaraH_VZW
Follow us on Twitter @VZWSupport

[Jmatus28]

Hello, Thank you for replying. I am not interested in getting a new phone for this has been way to much of a hassle and since I feel I got the short end of the stick in this situation.  I gave them a perfectly fine phone which froze every once in a while while they replaced it with a phone that had hardware issues.  Then because I followed the advise of VERIZON PERSONNEL I can no longer get it replaced.  I do not have a problem with getting another certified pre-owned device.  My question is will I have to pay for this since it is Verizon's fault when they ushered me out of the door without even looking at the device!?!?!?!

[vzw_customer_support]

Hi Jmatus28,

That's a great question! If you did wish to proceed with the CPO option, this would be at an additional cost depending on the device that you choose. Please keep us posted if you would like to proceed with this option, thanks!

MatthewS_VZW
VZW Support
Follow us on Twitter @VZWSUPPORT

[Jmatus28]

Please point me in the right direction or please let me know how to file a formal complaint against the store and sale Representative.

[vzw_customer_support]

Jmatus28, you've reached the right place. I can submit feedback to our leadership team on your behalf to ensure that your voice is heard and the representative at that store is addressed. Which store did you visit? http://vz.to/3SdsA Do you remember the name of the representative that was assisting you?

LasinaH_VZW
Follow us on Twitter @VZWSupport

[Jmatus28]

Lasina,

Thank you for replying to me.

I have a copy of the receipt that we got in for my girlfriends phone. Remember he REFUSED to look at my phone as well as pull up my account. This was on 7/17/2013 been trying to get a resolution since. If it is possible can I have the district manager as well as the store manager reach out to me?  Also since I was not there by myself I can have the other people tell you what happened. 

I was pretty upset by the Complete lack of help.

Image removed for private employee number as required by Terms of Service.

Message was edited by: Admin Moderator

[Jmatus28]

It was the Verizon Wireless Store in Westlake Ohio. 

3460 Westgate

Fairview park, Oh 44126

They have in the past also messed up my contracts also. I should stop trusting these representatives for with Verizon Accounts.

I have a copy of the receipt. It is available. I can Email it or post a link to another website. Thank you for the help of getting this resolved. I have been attempting to do this for MONTHS!!!!

[vzw_customer_support]

I'm sorry you had this type of experience Jmatus28. I can understand the frustration of having  phone issues and expecting one on one assistance at the store and not receiving it. I have forwarded your feedback to upper management so this wont happen again in the future. Please let us know if you wanted to purchase a certified pre-owned device. We can help with your order.

Kinquana_VZW

Follow us on Twitter @vzwsupport

[Jmatus28]

Thank you. I am not interested in purchasing ANYTHING from Verizon again, Since the last pre-owned device they gave me was faulty and cannot be TRUSTED. This incident has ruined a very good relationship that I have had with Verizon. I am currently looking at what other Cell Phone carrier services. Will a member of upper management be contacting me?? I would like to speak with them about this.

[vzw_customer_support]

Hi Jmatus28,

I understand your disposition and your feedback is greatly appreciated! We definitely don't want to lose you as a customer and I'm here to help. After reviewing the receipt, I see this transaction took place in July. I can gladly review your account details in an effort to identify your available options. At your leisure, Please DM your name, wireless number and billing system password. I look forward to hearing from you soon.

Thanks for your contribution to our community forums,

AyaniB_VZW

Follow us on Twitter @VZWSupport

[Jmatus28]

Thank you for responding. I have sent you the information that you have requested. Can you please tell me if a formal complaint has been filed against this employee and store? 

Also after doing so research it would appear that the issue is with my digitizer and this is why certain sections of my phone do not sense touch. I assume this happened when they refurbished the phone. Must be a loose connection. If I purchase a new digitizer and replace it would this be a feasible solution?

[vzw_customer_support]

I can understand your frustration Jmatus28 and a formal complaint has been forwarded to upper management about your issue. I will check with the previous representative to make sure your information was received. If your phone is out of warranty we can not replace it for free. You would either have to replace the phone via insurance if you have it on your account or you can purchase a certified pre owned device via this option http://vz.to/16vfYHl . Please let us know how you would like to proceed.

KinquanaH_VZW

[Jmatus28]

Thank you. Can you please have a member of upper management contact me or give me a number to where I can call???  The phone should have been under warranty when the service rep REFUSED to look at my phone.  I only had it for a matter of weeks at that point. 

Also I will never purchase another phone form Verizon since they will not assist you with issues that you have.  Until this point I have been a big supporter of Verizon. And it is a shame that this is going to be what moves my family plan as well as business plans to another service provider.  One that helps when you ask and doesn't treat you like an idiot when you walk into the store.

[vzw_customer_support]

Jmatus28, you're very welcome. As you requested, your feedback has been forwarded to our leadership team to ensure that the representatives at that store location are addressed.

What issues are you having with your phone? We can assist you right here. If we're unable to resolve your equipment issues, then we can replace it under the manufacturer warranty as long as there is no physical or liquid damage. Is that device damaged in any way?

LasinaH_VZW
Follow us on Twitter @VZWSupport

[Jmatus28]

Thank you I look forward to speaking with someone from the store.

This issue is there there is a line near the top of the screen the does not recognize touch.  This also happens near the bottom sometimes.  By how it comes and goes near the bottom of the screen it give the impression that the Digitizer ribbon is loose.

If you touch the top of the screen where the touch does not get recognized it selects random stuff and causes some errors. For instance I cannot drag an icon past that part of the screen, I also cannot scroll on web pages or address book, Also it is at the correct level that I am unable to save phone numbers in my address book for it does not sense the line I am trying to click on.

I have no problem manually replacing the digitzer however I do not want to void any type of warranty's that may be in place.  All of these issues began within a week of receiving this phone from Verizon.  The sales rep that refused to look at it said it was a software issue when that is clearly not the case.

[vzw_customer_support]

Thank you for offering these details, Jmatus28. I would like to review the account in detail and discuss replacement options. Please follow me back and send a Direct Message with your name and mobile number. I look forward to working with you.

Thank you,

YaleK_VZW
Follow us on Twitter @VZWsupport

[Jmatus28]

I have sent you a Direct message. Please let me know how or what you need to proceed.

[Jmatus28]

Has there been any progress made as to looking into this situation?  Also can you provide me with the district managers phone number? The store just gives me the run around every time.

[Jmatus28]

I am just curious if there has been any resolution. I have not heard any feedback except to message the representatives!  Can someone look into this???

[vzw_customer_support]

I apologize you haven't received what you were looking for. When we submit feedback it is sent to the representative's manager and district manager for internal coaching. Have you since ordered another phone or are you still having issues with your phone? If still having issues, what phone do you have?

MarquiaF_VZW
Follow us on Twitter @VZWSupport