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Re: Better Business Torch Award

Is it also your great customer service when your computers screw up and take insurance off an account that wasnt authorized and then when your customer looses their phone make them pay out of pocket for it??? I have never had such unsatisfying customer service then i have had today by your company. We pay the insurance on our phones everymonth, and it finally is needed because one of our phones is lost and we call up to file a claim and are told that 11 days ago your computers screwed up and took the insurance off of our phones. Therefore were not eligible for paying the insurance deductible and getting a new phone. How is your computer system problem, suddenly our problem?? why should we have to pay an additional hundred dollars on top of the fifty for insurance to get a new phone. Hours i have spent on the phone today trying to get this cleared up and with no luck was given a pay 150 dollar option and in 6-8 weeks after i take time out of my day to do a rebate form and mail it in will be refunded 100 of that. Why should i have to be inconvienced because your company made an error. I will be sure to tell all of our friends and family about the customer service we have recieved by your company.

Comments

cstrait001

Computers just don't screw up and remove features on your phone by themselves. There had to have been some other transaction you requested like a plan/feature/equipment change on the line. VZW doesn't remove insurance on these type of changes without the customer requesting it.

The option you were given for a new phone for $50 after a rebate is a good one. You would have paid that or more to Asurion, the insurance provider, for a refurbished phone. Also, with a manager's approval, VZW can allow you to upgrade and keep your original contract end date on that line, while only moving out the upgrade eligibility for the line by 20 months.

Also, if you pre-register your rebate before sending at www.yourwirelessrebatecenter.com, you'll speed up your Rebate in about half of the time.

Zehan

While I agree with cstrait001, I will say in this case that Verizon should have taken the bullet and sold you a new phone at the deductible cost, then added the insurance again.

cstrait001

Zehan wrote:
While I agree with cstrait001, I will say in this case that Verizon should have taken the bullet and sold you a new phone at the deductible cost, then added the insurance again.

Sometimes VZW will do that. It's probably a case by case decision made by each rep who analyzes the situation as best as possible. What we will never know is VZW's side of this story.

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