Why does Verizon Treat their Loyal customers so BAD?

[sburks972]

Have to vent.  Bought a Home Connect unit from Verizon in April 2011.  The intended use was to replace home phone.  Salesperson in Henderson, TX assured me it acted just like a regular phone, including using it with my security system.  Moved to Dallas area on May 17, 2011 and attempted to activate the security system using the Home Connect.  It would not work.  Technician said he had run into the same issue.  Called Verison.  Customer Support said Home Connect will not work with security systems.  I explained that was not what I was told and if it will not work, I want to cancel it.  They said they would be glad to cancel it but I would have to pay a penalty.  I argued but to no advail.  I had to eat the thing until th contract was up in April 2013.  I have spoken to three customer service people in the last few months, the last just today (Earl) and each said I should have cancelled it back in June 2011 since it would not work as told.  When I said I tried they all said they did not understand it but there was nothing they were going to do about it now. Bottom line, Verizon sold me a product that would not work as stated and would only cancel it they could punish me.  The unit has been in a bottom drawer since June 2011 and not used.  Was able to finally cancel it on April 29, 2013 but only after spending over $504 on fees fo the past 21 months of non-use.  Today, Earl said let me make it right.  He offered me one months free data but would also extend my contract for a year.  I said no thanks.  CUSTOMER BEWARE.  VERIZON WILL SCREW YOU EVERY CHANCE THEY GET.

[#2]

You have 14 days to return a device, not 2 years.

[sburks972]

Not sure if you understand.  I tried to return the item the day I found out I had be lied to by the salesperson.  But because it was almost two months from the time I got the thing, they would not accept it even though the thing did not work as described.  I hope that clears it up for you.

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[#4]

You have 14 days to return a device.  After 14 days, it is yours.

[JR2306]

I agree! I am on the phone right now with a Supervisor named Brandon that works in the Washington State Call center and he is being anything but nice.  He won't allow me to speak, he is very condescending, and rude.  On top of that, he's raising his voice at me.  I have had my VZW account for a while and to be treated this way is ridiculous! This "Customer Service Supervisor" does not know the meaning of CUSTOMER or SERVICE.   I must say the same VERIZON WILL SCREW YOU EVERY CHANCE THEY GET! To have a person like this on their Management team also shows there stance on how they really feel about their customers!

[spitxfire]

How should Verizon know if that will work with your security system, they're 2 totally different companies.  And how are there are all these fees, associated with the home phone connect, I think the ETF is only $175.

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[sburks972]

Who better to know if a product being sold will work on any security system, than the people selling it.  After I tried to use it, technical service knew immediately that it would not work with security systems.  If you bought something from a vendor to do a job and later found out it would not work, nor would it ever had worked, you would be OK with that?  NOT ME.  In hindsight, I should ate the penalty and save a few dollars instead of running out the contract. 

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[NuDroidUsrr]

Why did you not try the unit when you got it? Or did it work fine before you moved? Did you not try it until then? I am just wondering why the delay in trying it and seeing that it did not work.

[rcschnoor]

Good question.

I ALSO purchased a Home Phone Connect in April of 2011. I, however paid full price for the unit. I find it ridiculous to sign a contract with a $175 ETF if the unit itself ONLY cost $120 full retail, meaning I was only subsidized to the tune of $120. I feel having to possibly be responsible for an ETF which is GREATER than the cost of the item I purchased is just crazy.

At the time I purchased the unit, it was clearly labeled in the store that the unit was NOT compatible with home security systems OR fax machines. I went with the $9.99 add a line sharing the minutes with my monthly allowance instead of the $20 unlimited calling.

The unit itself worked exactly how it was advertised for me, replacing my home phone line. I only stopped using it when I switched my plan to Share Everything after having the unit for ~18 months. My monthly access fee would have DOUBLED to $20/month instead of the $10/month I was previously paying. I just ported the number out to a landline service. As a result of paying full retail, I had no ETF when porting out the line.

[sburks972]

I wish I had been so lucky.  There was no such disclosure about the Home Connect Unit at the store I purchased it from (Henderson, TX).  Not sure why, maybe it just had not gotten to them yet.  If I had known it would not work exactly like a regular house phone,  believe me, I would not have purchased it.  My bad.  Expensive lesson learned.

Having complained and vented for the past two days on this forum and the last two years with Verizon, I have not switched carriers.  Even though I believe they did me wrong, I still like their cell service, over and above the others.

[NuDroidUsrr]

  As you said, lesson learned.

[sburks972]

We already had a home phone and a security system at our old home.  We were in the process of purchasing a new home.  Once we moved into our new home, my intention was not to have a normal phone line.  When the security installer came to activate the security system.  That is when we discovered that the unit would not work with any security system.  When I contact the technician at VZW they confirmed that it was never designed to work with a security system.  By this time, two months had passed.  I contact the sales person in Henderson, TX.  He apologized for misrepresenting the unit but explained this was a relatively new product and he did not realize it would not work but because it had been two months, I could not return it.

[PDawg2013]

<< Comments regarding moderation and VZW representatives should be addressed to the moderators or VZW reps via Direct Message, not discussed on the public forum.  >>

The thing I find amazing is that VZW service has gone down the tubes. I have been with them since before being known as Verizon (Airtouch Cellular....look it up sometime). Their practices fall right in line with highway robbery and blatant lying to a customer to get a sale. Commissioned sales has always been a failed policy when related to a customer. The company wins, but the consumer always loses. VZW sales reps are generally not very knowledgeable and are really not trained to sell you the best bang for your buck. I make many of them look like complete morons (just for kicks...lol) due to the fact that maybe that one person will hear my discussion and not get snowed over. I have even had customers come up to me in the store and ask me questions related to the phones and capabilities in the store. And you know what? VZW rep stands there and fumes because I steered someone to a legitimate selection, vice a substandard selection that they wanted to sell them. Others actually leave the store in horror, because they can't believe the VZW reps lack basic knowledge of what they are trying to sell. How does VZW expect an Apple fanboy to sell a legitimate Android device? NEWS FLASH: They can't! 90% of Apple fanboys know nothing related to to Android nuiansces such as the lack of the capability to move apps to SD card after the implementation of ICS. I could go on for days related to this topic, but do not belittle anothers experience based off of "your" interpretation.

Message was edited by: Verizon Moderator

[2cool4school]

Well gee golly a sales rep who is trained to SELL. Thats the whole purpose of a store rep, they are a retail based branch of Verizon Wireless so RETAIL is what they know best. Now should they have atleast a basic working knowledge of all the devices, absolutely, but you can't be mad at somebody doing the job that they are trained to do. Nobody goes into Burger King and tells you that your flipping the burgers the wrong way. Verizon has more then one branch of serve to turn to, you can call, you can go online, you can even write a honest to goodness letter on paper, but if you go into retail especially a sales based retail, then you are going to be trained to position certain items to sell. That being said, nobody is going to hold a gun to your head and tell you to buy a certain thing or else, they will, however, make their whole-hearted recommendation to you based on what they are trained to do. If you want to speak to somebody about devices that are, for the most part objective, call customer service first.

[woodnowin]

Below is my email communication with customer service. After all of this, and contrary to my following conversations with customer service, they are still billing me for $10.20 when they actually owe me money. Recently the company turned the bill over to a collection agency. I have filed a BBB, SCC, and FCC complaint. But, this company is so deaf to its customers I will probably end up in court, suing them for damaging my credit.

>> E-mail transcript deleted as proprietary information per the ToS <<

-----Original Message-----

From:  >> Personal information removed <<

Sent:      Mon Jan 21 17:22:17 CST 2013

To:       >> Personal information removed <<

Cc:       

Subject:  Re: Bill Charges >> Personal information removed <<

Verizon Wireless, Customer Service

Internet Response Team,

     The account was set up several years ago with a 2 year contract. It was renewed to a second long term contract with a newer modem. The second contract expired into a month by month contract. The service was contracted through this multi-year period with the discount as an integral part. Your company sent me a letter approximately a year ago announcing the discount would be terminated. It was followed a couple of days later by another saying that the first letter was an error and that the discount would in fact continue. I assume your company realized that a contract works both ways and that if they violated it I would be free to keep the modem, and discontinue service without paying a termination fee. Your company makes a lot of such mistakes either due to incompetence or arrogance. You cannot unilaterally raise the charge for the month to month contract unless I am notified and agree to continue service at the higher rate. I do not agree.

     Please terminate the service immediately. I will not do business with a company that fails to act in good faith towards its customers.

     I have paid the amount which I agreed to pay for the service on the current statement. I will not pay the rate increase that I was not notified about. Keep this in mind when calculating any final settlement statement that you may wish me to pay. Please make sure that the modems that I have maintain clear ESID and SIM numbers as I intend to sell them. Your response and final actions on this account will be included in a complaint to filed with the FCC on your account and billing practices.

Thank you,

James  >> Personal information removed <<

>> E-mail transcript deleted as proprietary information per the ToS <<

-----Original Message-----

From:    >> personal information removed <<

Sent:      Sun Jan 13 13:12:02 EST 2013

To:       >> personal information removed <<

Cc: 

Subject:  Re: Bill Charges >> personal information removed <<

I have heard nothing further from this inquiry. Please resolve prior to the billing due date so that I will not be forced to suspend my automatic payment arrangements.

________________________________

>> E-mail transcript deleted as proprietary information per the ToS <<

-----Original Message-----

From:    >> personal information removed <<

Sent:      Sun Dec 30 10:38:52 CST 2012

To:       >> personal information removed <<

Cc:       

Subject:  Bill Charges

Form Message

Role: Account Owner

MAIL_ADDRESS:>> personal information removed <<

Market ID: >> personal information removed <<

Zip Code: 23438

First Name: JAMES

Last Name: >> personal information removed <<

Full Name: >> personal information removed <<

Email Address:>> personal information removed <<

Daytime Phone Area Code: >> personal information removed <<

Daytime Phone Prefix:>> personal information removed <<

Daytime Phone Suffix:>> personal information removed <<

Daytime Phone Extension:

Fax Area Code:

Fax Prefix:

Fax Suffix:

Account Number:

Mobile Area Code: >> personal information removed <<

Mobile Prefix:>> personal information removed <<

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SSN:

Primary Subject: Billing

Secondary Subject: Bill Charges

Message Body: My discount was not applied to the current bill I just received. What is the problem?

May We Call: Y

Message was edited by: Verizon Moderator

[lwstrathern]

Sure Verizon .... I am being held captive and called a bad dept even though I have been with V for 24 years....before they were even Verizon. And because of their defective online billing system I am being told I am a bad dept even though I have paid every month and paid ahead and they r still saying I am not good enough to put my upgrade on my bill...... $2500/year for over 23 years   u do the math. that is $60,000 out of my pocket and I am not good enough to upgrade without paying up front because their billing system was not working and I am being blamed??? 

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[NuDroidUsrr]

  I have been making my payments online for years, and I have NEVER had a problem with the online billing / payment system. It takes and acts on what information that you put in.

[michaely]

I agree Verizon Customer has gone down the tube.  I have been with Verizon since I believe 2002. They could care less. hey are purely profit motivated. I bought a LG lucid and they have replaced it 3 times with a "refurbished" phone. Every phone they sent was defective in one way or another.  Their solution to the problem is "refurbished" phone. Technical service said the phone has known issues and that I needed to call LG who wanted me to send the phone to them to look at. I cannot even count the number of customer service reps I have talked to.  They always start out as how they want to help. It always circles back as the only solution they can offer is another refurbished phone. first, I hate this phone.I . It is the worst. I have paid over $200.00 a month for almost 11 years and one rep said "We have a lot of people been with us longer than you" I am done with Verizon and their scandalous tactics.They have gone from the very best in customer service to the worst. I even have an email from a rep saying "When you want a refurbished phone let us know. There is nothing else we can do. I am just going to wait for my contract to be up and will try another carrier. I am done with Verizon and their refurbished phones that are defective.They have NO loyalty to a long time customer who has never been late in paying their. I highly suggest that Verizon get a message and everyone starts changing carriers. I am going to file a BBB complaint as I never had an LG lucid that works properly

[pabym21]

I hear on that verizon wireless is terrible to loyal customers. I had countless issues with them . had a phone replaced several times. then they gave me an option to just switch the phone altogether , then find out that the customer service rep was giving false information. Had to speak with a higher up and they offered another phone but it wasnt what the original rep said. it was just a headache after headache. Then there loyalty programs are completely crap. Then tell me to buy a phone retail price. All I am saying is verizon wireless is garbage now a days. there training services need to be re evaluated. There was only one representative that was attentive and they need to set that individual to there training unit. I hop you get your situation resloved because verizon has been leaving with alot of lack luster performance. JD power award ??? yeah right

[songbirdsabrina]

I do not understand why they do what they do I have had service with them for over 10 years and until today have not been dissatissfied as I am. I have a device that does not work has not worked since they replaced and they want to replace it again for the second time. They even gave me an early upgrade to get a different phone but because of the problems with this phone it did not work by thier system so they sent me to a local store 25 mins from my home only to be told they could not do what i had been promissed over the phone. Even after speaking to multiple reps I am still without a phone until saturday hopefully. This is not the way i would expect to have benn treated by a company who has had my business and loyalty this long. They are looking to me as a company who is only out for thiers now and do not stand behind thier guarantee which is posted on this website.

[LoyalcustomerLilly]

Hello,

Well, I have been a customer of Verizon Wireless for ten years also.  I can sympathize with you, because until now I am very displeased with their customer service, as well.  It all began when I initially ordered three new cell phones.  I was getting a discounted cost ordering via the internet.  Well, in the past, I always received free phones.  So I was defiant in continuing this purchase, so I cancelled it and figured i would call Verizon Wireless to see what other options were available.  I did and was instructed that I could call and make a payment plan with them for the three phones that I purchased.  I would be be void any late fees until June.  Well, I phoned them when I got the invoice, I paid my regular monthly service and the balance due was for the three cell phones.  I explained to that current customer service representative what the previous c. r. had told me.  So they said you have to call us back in another week.  This happened twice, each time I had called to make the payment arrangements, they stated to me that I must call in another week and not to worry.  My final call was May 28th, and they transferred me to the financial department.  I wanted to make arrangements to make a monthly payment for a one year period, they said we only do a six month payment program, and I will be charged a late fee.  I explained to the c. r. (customer representative), I was told i can make payment arrangements that I can afford and that I would not be charged a late fee.  So, in reality, they had me call in another week, and another, and another.....and ultimately my fault?????????  I tried to explain that I was told I can do this.....So we lie to our customers now, "loyal" customers!  I attempted to explain my situation twice to two different supervisors and same result, they did not help my situation, they could care less really.  One of the supervisors told me we do not listen to our taped phone calls, only in court situations.  Well why not talk to the c. r. that spoke to me and told me that I can.  Needless to say, I am forced to pay the the late fee, a monthly payment that is more than I had anticipated, and no apologies for all the lies that were said.  I am not one to not pay my bills, but i was under the impression that an extended payment plan would be initiated.  I just want you all to be aware, that Verizon Wireless lies to their "Loyal Customers".  And once my two year contract is over, I will no longer be a customer.  (termination of a two year contract is would be $400.00 plus, for three phones).

disgruntedloyalcustomer!