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Verizon Customer service is the worst!!!!

In my latest attempt to contact customer service I was hung up on twice. Then disconnected when I was on a land line even before I was able to talk to someone. I called in to see what Verizon would do for a loyal customer since 1995 so I asked for the customer retention department. I was sent to billing. The billing department transferred me to sales. I spoke to an Alex who I could tell right off the bat that he did not want to be there. With a sigh he was less then helpful in answering my questions with short answers like that's just the way it is and i'm not sure. For simple questions about my account which he had access to and was in researching what i was asking. When I asked him to look up my phone he hung up on me. So I called back and got Elizabeth. She and I go disconnected. Then I tried on my land line and the phone line disconnected after I put in my phone number. At this point I was like screw this. I tried the chat option. Which at first was working excellent. The CS rep diffused my anger and was actually helpful in providing me alternate solutions. She offered me the EDGE program which I think is great. We went over programs and and costs and was happy with her service. She told me that i was eligible for the EDGE program and I would just have to go into a local Verizon store to get set up. So thats what I did. I went to the Verizon Store in Chandler AZ and was told it would be 15-20 min wait. After an hour and a half I was finally helped and was told to my surprise that I was not eligible. I was told that it was because I was bundled with quest. The chat rep should have been able to tell me that and the Local sales rep should have been able to look real quick when he asked why I was coming in so I didn't have to wait that hour and a half. I have seen all over the net and different boards that Verizon customer service it TERRIBLE! Why is it that Verizon does not care about their customers. I am a patient man but I am very very close to going to another carrier. I expect some sort of compensation for the time lost dealing with the inadequate customer service. My time is valuable and can find hundreds of better things to do with my time. One more thing. When I am on Job interviews and they ask me to describe bad customer service I have not problem coming up with the sever experiences with this company.

Regards

Jason

Comments

18PlusLife

I tried to submit my opinion on the same topic, but I can only read "Test" I have been with verizon, Airtouch, cellular one, ect since 1995, upgrade for long term customers is not at all felt, every month I try to speak with customer service, I feel like a pinball, "Let me transfer you to our #|{~<># Dept, they should be able to assist". Every attempt to lower my bill, somehow causes it to grow!

Verizon_Support

unfotunateloyalcustomer,

We do not want you to feel this way about us or leave us. We definitely appreciate your loyalty. Let me show you world class customer service. Lets look into lowering our bill. What plan do you currently have? How many GB a month do you use? How many lines on your account do you have? Have you checked out our new More Everything plans? http://vz.to/1lwOwRQ

LindseyT_VZW

Follow us on Twitter @VZWSupport

Verizon_Support

Wow! What a great length of time, 18PlusLife. We appreciate your feedback. We have recently made some changes for our longtime customers with the Edge program to upgrade. We realize many people prefer to upgrade sooner than 2 years. As always, you have had the ability to purchase a phone at retail price if you preferred to upgrade sooner.

We also feel your desire to lower the bill. What plan do you have now?

TamaraH_VZW

Follow us on Twitter @VZWSupport

unfotunateloyalcustom

Reducing my bill is a great gesture and I won’t turn that down but that does not cure the fact that I have never had a good experience with any member of customer service. I would love to speak to some sort of manager verbaly instead of email.

Thank you

Jason

unfotunateloyalcustom

Part two to this horrible experience. So went back to the Verizon (Chandler AZ) store with an appointment at 12:30pm. Did not get helped for 25min! When I did get assisted we went on with the processing of the EDGE program. We got all the way to the end and the sales person was oh by the way because you are not eligible for an upgrade you will be forced to buy an OPTIONAL accessory pack. Not sure why they call it optional when they force you to buy it. So when I was expecting to pay a max of $27 they wanted me to pay over $300 dollars for the accessory packs. Not to mention turn in my smart phone and my wife’s iPhone. I was assured by Erica on my chat session with Verizon support that the only thing I would have to pay would be $27 for the first month of the edge program. Really wish you all would train your employees to give accurate and consistent data! This is what I want. I want to have the deal that I was promised. I want my phone to be the HTC one (M8) my Wife to get the iPhone 5s for the $27. I want the accessory pack paid for by Verizon because of the massive hassle this has been. IF not then you will lose yet another long term customer.

Jason

unfotunateloyalcustom

Part two to this horrible experience. So went back to the

Verizon (Chandler AZ) store with an appointment at 12:30pm. Did not get helped

for 25min! When I did get assisted we went on with the processing of the EDGE

program. We got all the way to the end and the sales person was oh by the way

because you are not eligible for an upgrade you will be forced to buy an

OPTIONAL accessory pack. Not sure why they call it optional when they force you

to buy it. So when I was expecting to pay a max of $27 they wanted me to pay

over $300 dollars for the accessory packs. Not to mention turn in my smart

phone and my wife’s iPhone. I was assured by Erica on my chat session with

Verizon support that the only thing I would have to pay would be $27 for the

first month of the edge program. Really wish you all would train your employees

to give accurate and consistent data! This is what I want. I want to have the

deal that I was promised. I want my phone to be the HTC one (M8) my Wife to get

the iPhone 5s for the $27. I want the accessory pack paid for by Verizon

because of the massive hassle this has been. IF not then you will lose yet

another long term customer.

Jason

Verizon_Support

unfotunateloyalcustomer, it's disheartening to hear that you had a horrible customer service experience at our Chandler store location. It's important to us that you take advantage of the option that best fits your needs and you're provided with all the disclosures regarding your transaction to ensure that this is what you want to do. I apologize that we will be unable to waive the cost of your purchased accessories. However, we hope that you allow us to continue as your wireless provider and restore your faith in us.

LasinaH_VZW

Follow us on Twitter @VZWSupport

unfotunateloyalcustom

Really? This is your response? This is on par from what I expected to hear. T-Mobile just got a new customer.

MustangCali

This does not surprise me in the least. Seems to be pretty much the norm from my experience with Verizon too. They feed you a lie every single time you call & every single time you will get some uninformed idiot that will tell you something different from the first 20 guys you just talked with. Sorry, but get used to it. Crappy customer service is Verizon's motto!

legrena

Management at Verizon should pay very close attention to these customer service (or lack thereof) experiences that loyal customers take the time to share. Verizon is in the drivers seat to set perception for customers, both present and future. If you start to amass written experiences from dissatisfied customers it will be a never ending battle to restore faith and ultimately will cost you a good bit of business. Verizon, customer service is paramount. Interacting with customers should never be taken lightly. If it weren't for customers, you really would not be in business. Fix the customer service. become the world-class service provider that your customers pay for and expect.

unknown

Unfortunately Verizon is secure in the knowledge that you and I are but one customer out of 121 million customers.

Do the math, not even 1% of these customers are reporting any service issues.

Customer service has fallen from what is was 25 years ago, long before the name change.

In the business climate right now, profits take priority over the .000001% of any customer issues.

I am reading your status on poor cellular but the only option is to try another cellular service and see if it is better for you and your family. Your post saying how slow or unacceptable will not dissuade people from joining or staying with Verizon Wireless. It just comes down to individual needs.

Your cell service speed is not guaranteed. Look up any where and see if it is 100% guaranteed. Its not.

Good Luck

legrena

You are completely correct. Even if there was a slight uptick in dissatisfaction reporting, the likelihood of a significant change in the service would not be felt. Being able to vent here, kinda sorta makes people feel a bit better... I wish I could switch to a better carrier, but no one has as much coverage. Maybe someone has a technical recommendation that would help the performance? I guess this is wishful thinking. Thanks for your reply.

Verizon_Support

Hello Jason

I would be happy to review your account and get to the bottom of this. Please accept my follow request and send me a private message.

JoeL_VZW

Follow us on Twitter @VZWSupport

deserteagle21

I agree! I just tried to upgrade to the iPhone 5c 32gb when they were free. Well after 5 hours I was able to upgrade 2 lines, now 2 weeks later they tell me I have to go in and pay for activation fee in cash. So we did and they misallocated funds so after another 3 hours on phone someone is trying to sort the payment. So later this afternoon I get email saying order got cancelled. Called them and they told me I could order online, I told her I didn't, she then said I had to do it in store, told her we tried and we were told to do it over phone. Now they say they can't do anything. I'm guessing my other order will get cancelled also. We have 5 lines and pay close to $500 a month on our bill. We only have 2 lines on contract, T-Mobile buy your contract out sounds really good right about now. I'm so tired of them not caring for loyal customers.

legrena

This is certainly a very good gesture from JoeLVZW at Verizon Wireless Customer Support. I hope it helps to resolve unfotunateloyalcustomer's issue, and if it does, it would be good to know so that others that are questioning the service and support can see that there is hope on the horizon.

Verizon_Support

Oh wow, deserteagle21. We want to get you those fantastic phones with us. I wouldn't want to see you leave. I have sent you a follow request here in the forum. Please access https://community.verizonwireless.com/actions to accept my request and follow me https://community.verizonwireless.com/people/jenniferh_vzw back so you can send me a private message https://community.verizonwireless.com/docs/DOC-1613 with your name.

Thank you

JenniferH_VZW

Please follow us on Twitter @vzwsupport

Verizon_Support

legrena,

We don't want to hear that you would like to leave the family! What can I do to change your mind? What zipcode are you having service issues in?

LindseyT_VZW

Follow us on Twitter @VZWSupport

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