December 23, 2020
Verizon services are usually pretty close to excellent, but ‘God forbid’ if one needs to contact or use any type of Verizon customer services.
I have been a customer for about 14 years, but I am now seriously considering moving to another vendor.
My most recent angst is dealing with 2 Apple Iphone 12’s I purchased outright and paid in full through your (VERIZON’s) website.
I decided to upgrade and purchase the ProMax 12 and since I had IPhone 12’s devices when they came out, I wasn’t quite sure I was within the 14 day window or not, but the agent checked and said we could still get the guarantee/worry free return, so the order was processed. So begins the first of 3 orders and consecutive cancellations. Initial prompt on system indicated that it was waiting for me to sign ‘Terms and Conditions’ statement, which it would not allow me to do. I called in immediately, and of course was directed to at least 3 different departments and was finally told that everything was okay, just a glitch in the system and the items would process anyway. Well, they did not and the order was automatically cancelled. Second time, same thing. The third time agent tried a workaround and was able to process and override the ‘T&C’ agreement. So, half of the order did process and I received 1 device a couple of days later. The container had a return label, which I thought was the label allowing the worry free return and I would be re-imbursed for the device. Turns out, after calling in again, that that was not the case and the phone that I spent $922 out of my pocket would only be allowed a credit of $466. Of course, If I had been given the correct information I would have never mailed back the device and basically just give away money to a ‘billion dollar company’.
I was told that it would be impossible to have the device that I paid for, returned to me and impossible to have the full price credited to my account for that device.
What I would like? At least to be appeased a little for the hours of wasted time and stress of dealing with an inept system? Zero balance the remaining amount on that line. I don’t think that’s a lot, considering. And I won’t even go into the wasted hours of time trying to order the PRO MAX12 for my primary line
Seems to be a common problem there promised one thing and don't happen depends on who you ask get different answers to same question seems they hope you dont notice or expect them to keep there word as they pass blame
You get receipts / order confirmations sent which should have been checked first to see if you were within the return window. https://www.verizon.com/support/return-policy/
Holiday Return Policy: Purchases made between November 26 and December 31, 2020, may be returned or exchanged through January 15, 2021. Otherwise, you may return or exchange wireless devices and accessories purchased from Verizon Wireless within 14 days of purchase. A restocking fee of $50 applies to any return or exchange of a wireless device (excluding Hawaii).
@9wood A rep can say the sky is purple, doesn't matter. When there are easy to find information set by Verizon, this is the only information that does. The above information was found quicker than it takes the customer service automated system to finish its first prompt.
Hello there kornBread964 and thank you for bringing this to our attention. 15 years is a long time and it does concern us to hear you feel this way about us. We appreciate your feedback and hope to make changes in the future that will benefit you going forward as we would never want to lose you. To confirm, the return label that you used shows the device was received but were you supposed to receive a monthly credit for the device? We want to make sure we are understanding what happened so that we can help you properly.
I expected to receive total compensation for a device that I paid for in full. I was told my account would be credited in full for the price I paid. Agent stated return label would be in box and send in my device. Stupid me for thinking this would work out to my benefit.