I have had the absolute worst customer service experience ever with Verizon Wireless and still have to deal with it three days later! Now comes the decision of staying with verizon or moving on to another cell phone service provider. I started on Friday with wanting to upgrade three of my four phones. All phones on my account are no longer under contract. I go online to look at phones and we all decide on what phone we want so I call over the phone to talk with a customer service rep and was told oh yes go straight into the store and they will upgrade your phones today as two of our phones were giving us problems and you can walk out with your phones today instead of ordering them online. So after an hour in the store we find out that the pricing online is cheaper than purchasing in the store they want $250 which includes rebates for the phones blah blah blah....but if you go purchase online you pay only the upgrade fees. So off to back home to order online. Hour of my time wasted there and 30 mins of driving time. So as I go back online to place the order I also call customer service at the same time. I am not happy about the upgrade fees of $30 per phone at all. I DO NOT feel as a customer that you should have to pay upgrade fees when I am signing a new contract on three phones for the next two years so roughly around $4500 I will be agreeing to for the next 2 years that's guaranteed money that Verizon gets from me because if I don't pay it I don't get service but you want me to pay for that because you offer a phone at a discounted price. So at this point I ask to have the charges placed on my next bill and I am told sorry you have made a payment arrangement within the last 6 months you can't have it billed. WHAT!!! Because I called and made arrangements to pay a bill that if I don't pay gets my service turned off that I did pay at my arrangement time! Makes no sense at all. So I leave alone until the next day and we decide that ok we will just pay the $96.30 to upgrade. At this point my daughters phone stops working so I leave my phone with her as she is working and needs a phone in case of emergency. So now I have a phone down and go back home and place the order online and I am chatting with their online rep and placing the order where she proceeds to tell me that I can place the order online and pick up the phones in the store!! Awesome plan since we are down a phone now. So as I am placing the order I can NOT anywhere on their website find anywhere that says check store availability so as per their customer service online chat she proceeds to tell me its ok if you can't find the check availability just process the order to be shipped and then you can call customer care and have them change the order to store pick up. So I process the order and call customer care where I am told that oh no we can't just change it to store pick up you have to place the order that way. The only way we can change the order now is to cancel your previous order and place the order again. Ok....no... once the order is cancelled it can take up to 24 hours before you can do anything. Now to find out where the hell the check store availability supposedly is and why I can not find it online. So she walks me through a mock upgrade with my fourth phone that is eligible but not upgrading at this time and low and behold where I am supposed to have a check store availability or store pick up is no where on my screen??? She say what browser are you using?? Really what browser am I using...ummmm Google Chrome like half of the world. She says ok lets log in with internet explorer so we go through the whole process again and bam there is the missing Check in store availability area. I state they really really need to have that in more than just that one spot like maybe in your cart checkout DUH!!!! So I get the call that the order has been canc and now you can go online and place your order and you should be able to get your phones late this afternoon ( day 2) since your closest store is open until 9pm. So I log back in with the famous INTERNET EXPLORER (who the hell uses that anymore anyway??) and guess what it still shows my pending order online and won't let me place the order and NO ONE can fix this until the it resets online and no one can tell me when it will reset online either or manually reset it at this moment. WHAT!!! At this point I am BOILING!!!! So the best anyone could do was tell me to go back to the store and pay the $150 in phone rebates and the $96.30 and pick up the phones and verizon would credit my account the $150. If I had the $250 to pay out of pocket on Fri at the store I would have just done it to begin with RIGHT!!! So NO!! And that's the best anyone could do. So as of Day 3 my online account still shows a pending order and I can not place the order still. All I can do is laugh cause if I don't I'll SNAP!! All this to upgrade to a new phone that I have to pay $30 per phone to upgrade and sign a 2 year contract that guarantees you my monthly payments for the next 2 years!! And still today DO NOT HAVE A NEW PHONE!!!!!!! NEVER in my life have I had such bad customer service with Verizon! To stay or move on that is the question. Lets see if this post falls on deaf ears. I just had to vent vent vent.
