Dear Verizon Customer Support,
I am writing to express my deep dissatisfaction and frustration with the unacceptable level of service I have received from your company. The recent experience I had with the subsequent interactions with your 611 customer support team and at the store has left me utterly disappointed.
I switch from T-****** and activated 5 new lines on Sept 26th, 2023. I signed up for the Unlimited Ultimate plan for all the lines. Sent in all the trade-in phones. Then on Oct 5, 2023 I notice that there is a new promotion that offer Verizon Gift card $200 for each new line, that is in addition to the same Sept promotion. I immediately call 611 and ask if that promotion can be applied to my new account since I am within the 30 days new account activation period. The representative said Verizon should honor the Gift card promotion as a courtesy to new customer since it is still with 30 days of new activation, however, he is not able to do it on his system and I will have to goto a Verizon store and someone at the store should be able to help me.
In an attempt to seek answers and a resolution, I went to the store and spent a considerable amount of time waiting for some help. After hearing my questions and issues, a representative explain to me that there isn't anything he or his manager at the store can do. He doesn't understand why 611 thinks the store can help, so he proceed to use my phone to call 611. I am little amazed by how 'customer service' like to push the issue to others and not willing to resolve or honor anything others has promised. After some discussion with the representative at the phone, at the end I have to straightly asked "Are you telling me that I am out of luck for the Verizon gift cards promotion because I place the order 10 days early?" The answer is yes. There is no courtesy credits or gift cards that Verizon would like to offer to new customer that place the order in Sept.
This level of inefficiency, lack of communication, and disregard for my time and concerns is simply unacceptable. As a new customer, I expected a much higher standard of service from Verizon. Instead, I have been met with a series of delays, unfulfilled promises, and a complete lack of urgency in resolving my issue.
As a recommendation to other potential Verizon customer, do not expect any customer service from Verizon, either 611 or in store. I was a T-****** customer for 9 years and never really have any issue with their customer service nor I really need one since I can do most of the things online. I consider switching because T-****** disable the switching esim online feature so I have to call them when I want to travel oversea and switch esim to another phone. That was not a present experience either. This is also the main reason I decide to switch to Verizon for the international plan Verizon has offered. Little do I know the service I will receive after I switch.
In summary, I feel like I got a 'you are out of luck' reply from Verizon customer service.
@vzw_customer_support, any suggestion?
As a courtesy, will it be possible for Verizon to figure out how many unhappy customers there are, and issue us another code in the system so new customers in the end of Sept 2023 can qualify for the 'switcher promotion' and make a lot of us grateful?
We're sorry to read about the issue with getting assistance with the promotion on your line. We're here to help. We'll be sending you a private note. ~Peter
We are here and ready to assist should you still need help. If you prefer, there are other support channels we have based on what best fits your needs. We look forward to assisting you. https://www.verizon.com/support/contact-us/#mobile
-Deb
I have decided that I need to write to the Verizon Attention Correspondence Team. Please send me the address.
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