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EXTREMELY poor customer service. Goodbye Verizon.

I have been with Verizon for nearly 8 years now. All was great until about a year ago after I assumed liability over another line. Since then, my account has been royally screwed with. I have tried to take advantage of several promotions but have been turn down on every occasion due to some miss information or "account/web site error". Every time I try to resolve any issues with Verizon, I have to take time off from work because the process takes several hours each day and several days. It is ridiculous. The amount of time spent trying to resolve the simplest of issues continues to be some of the worst experiences of my life.

Yesterday, I decided to take advantage of another promotion. Finally after pleading my case to a rep, it seems as if there is a silver lining and my issues are being resolved. I was told to go into a store and that they would take care of me. Wrong. The store turned me away without offering any assistance. I was told that my request was impossible. The information they were giving me about my account was completely opposite of what the website said about my account. I immediately called Verizon customer support. I was connected to a very helpful rep. Since a previous rep had told me that I was qualified for this promotion and told me that I could go through with it ( I had a transcript of the convo), they were obligated to follow through. The order was placed, I was it would ship out today, and my order would arrive on Thursday. This was all pending a managers approval, but the manager approved the order while I was on the phone. They were waiting for me to accept the agreement online. I immediately did this and a great burden was lifted offy shoulders as I thought my problems were finally resolved. Wrong.

The agent splitting order into two orders. The supervisor only approved one. The other is still pending. Even though it is two separate orders, they won't ship until both are approved. This is all according to the agent I just spoke with. This agent said that there is nothing he can do until the supervisor approves it and since each call center runs differently and has different limitations, there is nothing that can be done until the supervisor at the original call center approves it. Why was the order done this way to begin with? Why wouldn't both orders be approved at the same time especially since the orders would have been in line next to each other in the queue?

So once again, I am met with obstacles when trying to resolve a simple issue. I more than qualify for the promotion. I am not asking for discounts, refunds, or free equipment. I am simply asking for what I am entitled to as a loyal customer. The amount of time required to do anything with Verizon and the amount of miss information is beyond ridiculous. At this point, the early termination fees from canceling my contract is less valuable and cheaper than the pto I have to take spend every time I have a simple issue with Verizon.

Comments

Verizon_Support

Dgilpin22,

I completely understand your frustration. I apologize for all the inconvenience this has caused. I want to help get this resolved. What promotion are you referring to that was offered? Are the orders you are referring to equipment upgrades or Edge agreements?

JohnB_VZW
Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Dgilpin22

The promotion was an early edge upgrade option. Online said only one line was eligible. A chat rep said that both lines are eligible. I went into a store and I was turned away. They said that the other line was the only one eligible, different than what the website told me, and it was only for a certain phone. Even after providing the chat transcript, I was told nothing could be done. I spoke with another rep yesterday about my order and they said it was shipped. I have tracking information saying the order will be delivered tomorrow. This is not what I was promised. I was told that I would receive my order today. I also got an email saying that my new monthly charges are now up to $214 a month. The whole point of switching to edge was to save money. Even though my order is on the way, I still don't believe it is right. Something that should be a simple process has now taken a week. I had to request time off to get this taken care of and I don't believe it is right still. The amount of miss information and different information provided is ridiculous. None of the reps have been helpful or accurate. My next step is to switch to AT&T of this doesn't get resolved.

Devin

Sent from my iPhone

pherson

Threats to switch to another provider fall on deaf ears these days no matter who you are with. If you feel switching will be helpful, just do it.

Best wishes

MiiHere

How much were your charges before? Are you being charged a one time activation fee for each new phone and perhaps that's why your bill has increased? Signing up for an edge plan should also save you the up front cost of the phone, plus it ends up being cheaper to make payments because you're meant to save a certain amount on the $40 smartphone access charge.

kphar0

I have to completely agree that Verizon's customer service is one of the worst. I have a basic phone with no data service and all I wanted to do was add a ringtone. I had all kinds of frustration trying to access the site on Verizon, but basically found that I would need a media package to download a ringtone, and when I contacted someone on chat, I was tols that they were only in sales and could not help me. I have been with Verizon for many years, but am thinking hard of droping them.

Snn5

The easiest thing to do for anyone with multiple account issues is to pay the ETF and either go elsewhere for good or start all over fresh after a period of 6 months after having been on another carrier for a while. No contract plans and carriers come to mind.

MiiHere

I feel just the opposite. While I believe there are some people shouldn't be working in the customer service field, and yes some work at Verizon, I would say about 85-90% of the time I find someone who is knowledgeable, helpful, friendly and fast. You want poor customer service, call Comcast.

Dgilpin22

I'm glad you have found good help. We are paying for a service and we are entitled to what we pay for. I've also been through the Comcast meat grinder. My civil suit against them just finalized. I'm very close to comparing Verizon to Comcast....

Sent from my iPhone

Verizon_Support

kphar0,

We definitely appreciate your long time loyalty and don't ever want to see you go. Verizon Wireless has a strong customer commitment to delivering the best from our service and staff. I am disappointed to hear the service you received did not reflect this commitment. Were you able to purchase the ringtone for your phone? What phone do you have? I'm here if you need assistance purchasing the ringtone.

JohnB_VZW
Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

kphar0

kphar0 to Verizon.

No I was not able to purchase a ringtone as I have a basic LG3 with no media package, which it seems is need to make the purchase.

veryfrustrated0118

Usually a CSR is returning the attitude given to them. So those who think that customer service is bad are the ones who start by giving the attitude and are usually unreasonable making outrageous demands. It has happened all too often here on these forums. You can tell by a person's post if the service was bad or if they made it bad. Me? I have never had a problem with customer service.

Momma23dogs

When you didn't explain your simple problem, my radar went off.

Once again a customer on a 2 year contract wants an early upgrade due to a broken phone. Or maybe just tired of the phone. It has nothing to do with assuming another line. It has everything to do with More Everything and Edge, which began about a year and a half ago.

You signed a 2 year contract for service in exchange for a phone. Verizon has every right to hold you to that contract. They are no longer offering early upgrades. The cost of cell phones has risen so high that carriers are getting rid of subsidies and moving to no interest loans, or full price sales.

All carriers are clamping down. No exceptions, no early upgrades. Including ATT.

Early Edge, which is what you are trying to do, has strict requirements. You must return the phone currently on that line in excellent shape and working. If it isn't working, you will be billed $200-300 when it is inspected at the warehouse.

Edge is an installment purchase, subject to credit check. Not everyone qualifies.

Dgilpin22

This is where you are wrong. I didn't want an early upgrade. I was offered, by two separate Verizon employees, an early upgrade. You are also wrong about cell companies not offering early upgrades anymore. I have been offered early upgrades by both Verizon and AT&T for the past six years. I didn't rant, rave, picket, or anything of the sort. I calmly expressed my issues and problems to each Verizon rep that spoke with me. I pay for a service, so yes I am entitled to what I've paid for. The includes excellent customer service and following through with offers and promises. Companies do take threats to switch to competitors very seriously. This is the reason for the departments devoted to preventing such things. Every major company had one. If you say otherwise, you are very misinformed.

Sent from my iPhone

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