I have been a customer for 14+ years. I have never been so disappointed in a customer service experience in my entire life. I am utterly appalled at the level of customer service I have received from the technical service department. My service suddenly stopped working on 10/23/23, I called the customer service line and talked to one of the representatives , as I am attempting to troubleshoot my issue the representative insisted on upselling me other features. I advised her that all I was interested in was finding out why my phone could not receive calls, text or internet. She hung up the phone, after I had already been talking to her for 25 minutes and 35 seconds. (she asked for my number in case we were disconnected, yet she did not call back; matter of fact, they all did and I have yet to receive any calls back from Verizon)
I called back and had to start the troubleshooting process completely over. The representative started trouble shooting the device and kept telling me that they did not understand why the network was not working because on their end it looked good. They proceeded to place me on hold to call their support, I was then cold transferred to another representative. That is after 1.5 hours of trouble shooting with them.
So here I am starting over again with the third representative. I must say this representative did at least show some interest in helping to get the network installed back on my device. We finally got some activity through an esim installation.
Unfortunately, that only temporarily worked, the next day I had the exact same issue. The esim only worked for a couple of hours then I had to reset the device. I have reset my device easily 10 to 15 times on 10/24/23. So I called back
On the 24th. I trouble shoot with first operator for a little over and hour. Then advises he was working with his tech support, he places me on hold and all of a sudden, I am again cold transferred into the cue. I explained what was going on with the second representative and asked to be transferred back to the previous rep. I was advised that it wasn't possible, and she could assist. I explained my frustration due to having to keep starting the troubleshooting process over and over again. I requested to be transferred back again, to port my number if there was no resolution to my issue or to speak with someone who could help. because I did not desire to keep repeating the same steps with no resolution, the rep said she reviewed the notes and would continue where previous rep left off. Needless to say, she started the process over. I asked for a supervisor. At this time, I have been on the phone for over two hours. When the supervisor came to the line, I believe it was Armen or Naren, I explained the situation and the things that transpired over the past two days. Naren response was "I'm confused do you want me to port your number". And even with that he gave me a hard time.
After being a loyal customer that has spent thousands of dollars with this company, I expected more empathy and professionalism from the support staff. My simple request was to be able to make calls, send text and access the internet; things I pay a monthly bill for. And that was too hard of a task. Not once did anyone offer to physically replace the sim card or replace the phone, only to port the number to another carrier. The staff was rude and insensitive, they are in need of severe customer service training. Out of 6 representatives over the past two days, only one was partially effective. I am deeply disappointed in the service that I have received when I have been nothing but loyal to Verizon.
Frustrated and still without service.
