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This Is Going To Blow Your Minds

I will try to keep this as short and to the point as I can. I 1st purchased a LG 4G modem from a Corporate Verizon store at the 1st part of December. 2 weeks afterwards it stopped working at all. Tech support level 3 noted my account and advised me to go back to the store and exchange it for a new unit. I asked him if I could get the Pantech instead of the LG brand. No problem.

Went to the store, same salesperson did my exchange, and left with the Pantech. I also had to pay the $35.00 return fee even though it was a defected item still under 30 days. Nice policy they have in place.

Pantech worked much better than the LG. I pay my Verizon bill by auto debit each month, in other words I never go on and look at my account. My bill is always the same each month for my 5 total lines on the account.

Last Friday morning the modem was working just fine. I was away from my computer for most of the day, on my way home I could not get it to work. Kept receiving a WMC306 error code. I called my salesperson at the Verizon store since I have a pretty good relationship with him over the years to find out what's up. Before I had called him I went on and looked at my account to make sure that for some crazy reason my bill wasn't paid. Nope, I was paid in full. However, I noticed that it was still showing that I still had the LG modem. I advised him of this and he was in a much disbelief as I was. He said he would look into it and for me to bring up the Pantech to him in the morning since it was getting towards the end of day.

I went to the store, and between him, the Manager, and a tech support individual that I had been given a Verizon store Demo unit. Which means that there is no limit on such device for any type of Data. The manager had told us that on Friday he had deactivated about 30 SIM cards since they are using a different type of something like that. I happen to have one of the SIM cards that was turned off, obviously. The tech support advised that I just get a new SIM card and all would be fine. Here is the frustrating part. They had 61 SIM cards in there store that I needed. However, they still had to be put into Verizon's system before they could be activated. They called around to 4 other locations, same problem. I asked them if someone were to walk in and want to purchase a new Pantech or LG modem if they could do so. They said nope! That is absolutely mind boggling as a customer, but think about the saleperson that can't sale a product to a walk in!

The salesperson called me later on Saturday to advise me that I would be recieving my SIM card from Verion via Fedex on Wednesday. Don't worry about sending it overnight. Oh, I forgot, that's only for customers that purchase "new" hardware with new contracts.

So, here I was, without any service since last Friday and had to travel out of town to a funeral on Sunday.

How does that feel in your cheerios!

Comments

Neander

Incredible. These weren't "Authorized" dealers were they? I made it a point to go way out of my way to go to one of the "Real" Verizon stores. What's sadly ironic is you paid extra for the the 10 Gig plan and for a while you were unlimited anyway.

toughbook

Yes, this was a Corporate store. They called around to other stores to try to find me a SIM card and they said they could not get one from a "Franchise Type" store.

The manager who actually was the one who turned my SIM card off on Friday made the comment that I had been using an unlimited SIM card this whole time and if there were any overages then they would have automatically paid for it.

My account still shows me as having the LG modem! God only knows what's going to happen when I get my SIM card tomorrow? When I 1st received the email regarding the Fedex shipment on Saturday it showed being delivered by 10:30 AM, now it says 7:00 PM, and it needs to be signed for. So, this means I must stay at home all day to sign for it? With it coming by 10:30 it was not that big of a deal, now I have to figure out how I can be home all day or deal with it not being left at my house.

Why am I such a loyal customer I wonder sometimes? I have 5 lines with them, all of them except this one being over 4 years old. In no way do I expect or want any special treatment, but come on is this anyway to treat a customer for a problem that was there fault to begin with? Somebody should have really looked at this situation and stepped up to the plate to do whatever they could do to make a customer happy. We always hear how the cell phone companies do not care about us at all, we are just numbers to them. I am firmly beginning to realize this is true. What's so crazy is that I have never had anything but 100% perfect experiences with Verizon's service, devices, or CS before the whole 4G debacle started.

I sure wish a Verizon manager or supervisor would see this and be embarrassed for starters and possibly throw me an apology of some sort.

willzzz99

Once again VZW "resellers" NOT FOLLOWING PROCEDURES AND GIVING CUSTOMERS STORE DEMO UNLIMITED PROVISIONED SIM CARDS INSTEAD OF ACTUAL CUSTOMER UNITS!

The faster way to fix is probably:

1. Go to a REAL VZW corporate store.

2. Get a "customer" SIM provisioned correctly.

3. Install and it should work automatically.

PLEEZME

You're a Verizon customer & you're motto is "Less is More!" Take it or leave it, sounds like you should be credited for the hassle and for the days you didn't have service should be pro-rated. I've always experienced better customer service over the phone & the stores have been a disaster. However, after 4+yrs as a customer and two lines, my upgrade credit vanished, billed for web usage on a phone that isn't capable, and it's being refunded at 2.60/per month. I think I'm spent! Enjoy!

TEDKORD1968

willzzz99 wrote:
Once again VZW "resellers" NOT FOLLOWING PROCEDURES AND GIVING CUSTOMERS STORE DEMO UNLIMITED PROVISIONED SIM CARDS INSTEAD OF ACTUAL CUSTOMER UNITS!

The faster way to fix is probably:
1. Go to a REAL VZW corporate store.
2. Get a "customer" SIM provisioned correctly.
3. Install and it should work automatically.

Did you read his post? This was a corporate store, which called to the other corporate stores in the area, and none had saleable SIM cards. This is 100% a Verizon snafu, not a reseller.

Not only have they not offered him any compensation for his time/effort and days he could not access the network (due to not sending the new SIM overnight), but he actually paid $35 for the whole shebang. Classic!

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