Has anyone been able to resolve their issues after filing a complaint with Verizon?

[LDVG]

First of all, why is it so difficult to file a complaint to customer service?  It would seem to me that rather than taking these complaints and trying to fix them to provide better products, the company regards them as criticisms and would rather ignore them. If they want to expand and provide service to more of the people in the United States then they should be equipped to handle and resolve issues that arise.  This would be the ethical, and right thing to do. This is what is called INTEGRITY. The staff is not trained well. Management is responsible for training. They should be encouraged to hold the same values that the company has. If they do not know what they are doing, then this reflects upon management incompetence and lack of integrity.  What are they teaching their children?

Lastly, while writing this, I realize that complaining of the events that have occurred do not serve a purpose for this company.  I regret having transferred over my services.  I will not make the same mistake.

[frankthephoneuser]

I, too, would like some assistance on where to go to properly report the poor service received from Verizon.  I speak with their customer service and attempt to use the automated services, but my time is valuable and I m distressed to wait on hold, fight through phone trees that limit my access to humans, and even a website that seems to got to great lengths to prevent me from finding the information I need.

As I type this, I am getting a phone call back from Verizon's customer satisfaction survey--again this is a waste of my time, and further increases my aggravation level.

Although it may look like Verizon cares about their customers, my experience contradicts this assumption.  I would like to know of an overwatch agency that may help provide better service.

[LDVG]

One would think that good service will yield more customers, which means increased profit!  But at this point, it would seem that to this company, customers are disposable.  I wonder how they would feel (these so-called leaders of the company) if their doctors, dentists, children's teachers, mechanics, gardeners, baby sitters, (& all the services they use) treated them and their children with the same disregard and disrespect ? I am willing to bet that they too, would get extremely disgusted with this LACK OF INTEGRITY.  Fortunately, not all people are like these people,  and our lives do not have to revolve around this lack of values.  You are right in stating that your time is too valuable to spend it expecting some one from that company will care enough to ensure that their system/procedures and personnel to be effective. 

[vzw_customer_support]

We want to ensure you experience stellar service each and every time frankthephoneuser. What exactly is going on? We would love to restore your faith in Verizon Wireless. Please share details.

Thank You,
MichelleL_VZW
VZW Support
Follow us on Twitter @VZWSUPPORT

[frankthephoneuser]

Is this a real person that can help me?

Email info removed as required by the Terms of Service.

Message was edited by: Admin Moderator

[vzw_customer_support]

We're 100% real frankthephoneuser! Please let us know what's going on so we can help!

Thank you,
MichelleH_VZW
Follow us on Twitter @VZWSupport

[Jakeman1]

You will not get any resolution to your complaint as Verizon just does not care. They have you roped into a contract and you are guaranteed money for them for X amount of time. When the time comes to renew your contract or to look for another carrier the choice is then yours to decide what to do. Most people stay with Verizon anyway because it really is for the most part the best service out there (besides the Customer Service side). If people that are upset with the CS here, and they leave, Verizon has another 100 people taking their place so to Verizon, losing one to gain 100 is well worth it.

Their CS agents will even tell you this after they give you the scripted line of, "Oh we have to fix this ASAP, or Customer Service is our main priority, etc..."

[D-Dub]

Except it's not guaranteed money anymore on contracts when there are other companies willing to pay to buy those out...

[Jakeman1]

In a way it still is because the other company is still giving Verizon the contracted rate for an ETF on the account.  It may not be the guaranteed monthly rate they are used to getting but they do get something to let you out of the contract.

[vzw_customer_support · Accepted solution]

LDVG - We are here to assist, and help make your decision to join us was a great decision. LDVG, what's going on with regards to your account/service to make you feels this way? Let us know what is going on, as we'd like to help address your concerns. If there is feedback you would like to have reviewed, we can definitely submit that information. Thank you LDVG. We look forward to working with you.

NicandroN_VZW

Please follow us on twitter @VZWSupport 

[LDVG]

I was adding a line to my already existing account.  I ordered it on Mon 02/03/2014.  I was told it was going to be delivered by the end of that week.  That was last week.  I called again on Friday 02/07/2014.  They said that the order was not finished for some reason, and they did not know why.  Therefore, I had to put in another order.  Then they told me that it was placed on hold by the fraud dept.  I appreciate the security steps put in place, but I was not informed of this! No one called, left a message or a text.  So they then tell me that I will need to call back the fraud dept tomorrow, Saturday 02/08/2014.  I asked the person who was attempting to help me "They did not call me.  Could you have them call me?"  He then replied you can call tomorrow or wait 3 business days for them to call you. " So I pointed out that it has been 4 business days and they have not called me.  All he coulda say was, "well....."  So I called. On Saturday.  So then the fraud dept tells me that  the original order was cancelled.  She told me that she released it! And proceeded to transfer me to the sales dept.  This person who answered told me that he could not order the phone because the fraud dept has my acct on hold.  At this point, I asked to talk to a supervisor, which leads me to be on hold , and then I get disconnected.  Then I called the fraud dept again.  I again talked to another person who took my order ( for the 4th time) and  said "I apologize for the inconvenience.  I assure you that your order will be there on Wednesday. "  I asked if I would see this on my verizon acct and he said that it will be there on Monday,  he assured me again.  I looked on my acct yesterday 02/10/2014, and to my unsurprised mind, IT WAS NOT THERE!   I looked again today....care to guess?  IT STILL WAS NOT THERE!  So guess what I have to do? 

I have seen stories on this site that were just as ridiculous, if not more.   If you are having this many problems, don't you think that there is something bigger that needs to be fixed? For example the whole communication system?  I find it ironic that a telecommunications company cannot establish communication between their departments or communicate with their employees the importance of customer service, of keeping their word, and showing INTEGRITY.  Maybe, it is not being communicated that customer service is important. I just cannot imagine....

IN OTHER WORDS, I APPRECIATE THAT YOU ARE TRYING TO RESOLVE THIS ISSUE WITH CUSTOMER SERVICE  BY SOLVING EACH SITUATION SEPARATELY.   UNFORTUNATELY, I BELIEVE THAT THE COMPANY LEADERSHIP IS MISSING THE TARGET.

[vzw_customer_support]

Hi LDVG,

I truly appreciate the details and am very disappointed about what happened. I understand why you feel the way you do, especially when you weren't reached out to about what was going on. I can't apologize enough for that. I appreciate your proactiveness in resolvign this. Has everything been resolved? If not, please know you can reach our sales team by phone at 1-800-256-4646 or for existing accounts, customer service number is 1-800-922-0204. We can also help here anyway possible.

Elizabeth E.
Follow us on Twitter @VZWSupport

[LDVG]

I have to say, in fairness, that my issue was resolved. Thank you.  Some faith has been restored.  

Now, how do you prevent other people from experiencing what I have experienced? Do you know the cause of these?  Are you going to hopefully do problem solving with whatever method you choose?

[filiwili]

Never did with my problem.  Just waiting out my contract or sooner if I get any more frustrated. 

[Jasonmisdone]

Just ride it out until your contract  expires and go to a company that has some kind of integrity. That's exactly what I'm doing.

[Jakeman1]

Unfortunately that only solves part of the problem. Example go to AT&T or T-Mobile in my area you might get great Customer Service but you will have Terrible Cell Phone Service.  At that point it doesn't matter if you pay the going rate or $5 for service if you cannot use it.  So for me, I choose to stick with Verizon regardless of their terrible customer service and keep the excellent Cell Phone Service because reality is, I rarely have issues that need CS anyway and I use my phone on a daily basis so the terrible CS is really just an annoyance at times.

[vzw_customer_support]

Hi Jasonmisdone,

Please stay! We would miss you dearly. Working with integrity is very important to us. What is causing you these feelings? I want to make it better asap. Send details

Thanks,
PamelaF_VZW
Tweet us @vzwsupport

[vzw_customer_support]

Hello filiwili,

That's no the happy post that we were expecting. We want  you to love us just as much as we love you. There's no need to cancel when you have world class customer service right here at your fingertips. What wireless concern do you have that I can help with? Please share the details as we're eager to assist.

Thank you...

ArnettH_VZW
Follow us on Twitter @VZWSupport

[llbfamily]

I FEEL THE PAIN I AM BEGINING TO HATE THIS COMPANY BECAUSE THEY ARE MORE INTO MONEY THAN HELPING RESOLVE PROBLEMS UNLESS ITS MORE MONEY IS INVOLED.