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Horrible Customer Service Experience...
Engle968
Member

I have been with Verizon for over 20 years and today has made me start looking for a new provider. My husband and I as well as my mother who I have on my acct choose to only have flip phones and no internet on our phones. They have lasted well. Apparently so well that I was unaware of all the changes at Verizon in the last few years. You can no longer go in and get a flip phone for free since they did away with contracts. You also have to put a new phone on your payment plan for at least the first 30 days and not just buy one outright. You can absolutely forget about a courtesy replacement for long time customers. And you can no longer find a pleasant sales person who is not a condesending millennial. The female at the Chattanooga Corporate store informed me when I said that there is really no benefit to being a long term customer that "you get a service" Well no actually you do not. The customer service person on chat told me that he would note my acct so I could go to that store and they could look up his notes and see I could get a flip phone replacement without a fee. When I got to the store, which I had to leave work early to do, I was told he had just put that I could pay to get a new phone. So they are consistent in failing to provide any assistance either by chat or in their main stores. Then there is the new "upgrade fee" of $40.00. I am not upgrading anything.  This is apparently a fancy new way of saying activation fee while claiming in past ads that there is no activation fee. So their marketing plan to do away with contracts has established new ways of replacing that income because a phone that at one time could be given to a customer free of charge will now cost anywhere from 120.00- 160.00 with a 40.00 "upgrade fee". 

Re: Horrible Customer Service Experience...
NOMADLH
Member

A Phone company who WON'T provide access to a Customer Service PERSON is beyond Horrible.

Re: Horrible Customer Service Experience...
vzw_customer_support
Customer Support

We are sorry for any miscommunication, Engle968. This is definitely not the experience that we want you to have, as your loyalty means the world to us. The great news is that you have the option to complete the order online, where you can purchase the device without having to wait 30 days, also the upgrade fee online is only $20.00. Keep in mind that these devices are 4G devices. Please don't hesitate to reach out if you have any questions.  

 

AaronS_VZW

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Re: Horrible Customer Service Experience...
newberlincustomer

I also  recently had a  terrible  experience. Went in to  get a new  phone from  the  store  with the  giant "Verizon " sign on it.  Rep kept  trying  to  sell me  eveything  but  the  Iphone I  wanted. Found  out  after the  fact  that  his  is  an  authorized  retailer  not a  corporate  store. Charged me  $35 set up  to transfer old  phone info to new and  $40 activation  on an upgrade. 

Was  told the  $35  was for activation. When I went back to  speak  to  someone  they  said " oh  sorry that the rep  gave  you  the  wrong information."

Reps in the  store  are  misrepresenting  themselves  and  not  forthcoming  that  they  are authorized  retailers not  corporate. Not   tranparent  about  fees .

 

 

 

Re: Horrible Customer Service Experience...
glitchedpixel
Sr. Member

So you want to switch carriers because no one will give you a free phone? That's the same level of entitlement of the generation your post put down. 

My Verizon account was originally an Altell account and never have I once felt like Verizon owed me anything. My phone was a little over $800, I didn't harass staff to get it free, I paid the then $30 fee (it's $20 if you self serve now). 

You know you can get a phone elsewhere and activate it if not buying it outright or fees bother you.

Phones cost money. If your phone is past it's warranty and you didn't purchase any insurance, that's 100% on you. No carriers do subsided phones on 2 year service contracts anymore.

Yes, it is too an upgrade if you swap your phone for another that wasn't provided by insurance/warranty/provided equipment. You're not handed a phone without any kind of paperwork. 

PS: Back when VZW offered 2 year contracts and device payments at the same time, if it we're a smart phone (which realistically majority of are now), your line charge was doubled over that 2 year duration to recoup costs making financing the same device over 24 months a little less expensive than the contract.

 

Flip phones are dying and the market says it's not changing any time soon.

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Re: Horrible Customer Service Experience...
glitchedpixel
Sr. Member

I never understood the appeal of why someone wants to go to a store over ordering online. There's way less pressure, no risk of commission fraud and fees are often cheaper.

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