To whom it may concern,
I recently purchased/upgraded 2 phones lines and want to relate what has been the worst consumer experience of my entire life across all industries which at the very least involves false advertising and deceptive business practices. This should serve as a warning to other consumers.
We made the decision to upgrade my wife’s phone and son’s watch phone. We had decided on the galaxy s10 for my wife and had waited for the buy one get one deal so we could make the most of upgrading both at the same time. This promotion was active at the time I made the purchase on 4/26/20. I used the Verizon website to make this purchase. During the process of the purchase it highlighted that both these lines were available for an upgrade and showed a one-time payment of $264.99 in each case if I went that route. Having been a long time Verizon customer, I then recalled there was always a discount in the past when upgrading after 2 years, and thought this then seemed like a better deal. I purchased both phones together and was not notified of any additional fees during the purchase process in any way. Also the paperwork accompanying both phones does not show any other fees. Additional fees only got added after I talked with support personnel as detailed below in activating the phones.
Upon receiving the phones, I was unable to activate either phone following the automated steps on the phone. At this point the phone directed me to call a number, that then transferred me to a text system that seemed to connect me to a bot that took me through many questions and steps to where I gave up. I repeated that a couple times before giving up for the night. Finally, I decided to try the old SIM card in my wife’s phone rather than the new one and this did work. I could not remove the SIM from the watch however so that was not an option for the other line. After having spent 5 hours that night I gave up for the night. Note, the last time, some years ago, when I had upgraded a phone, it was a simple 15 minute process, and I had no issues.
The next morning (think this was 5/2), I tried again for the watch phone upgrade. I apparently stayed on the chat long enough somehow to actually get a person. After determining she could not resolve the issues with either phone, she gave me another number or connected me to (I can’t recall which) an agent. The agent said what I had done with the SIM for the first phone was fine, and after a long time he also determined he could not help with the watch phone, so he transferred me to a sales person as he said that is who had to upgrade the watch phone. I had to repeat the whole situation to the sales person. He informed me that he had to cancel the watch line and add a new phone line for this upgrade and that this was the only way it could be activated. He did this then notified me it added some fees that should not be there and that he needed to transfer me to an account specialist to remedy this. Again, I repeat the whole situation to the account specialist. She eventually informs me that she cannot fix these additional fees, which included a $350 line termination fee for the old line and a $40 activation fee on the new line, until after my bill comes with these on the 12th. She also notices the smart phone line access fee on the other phone is $40 instead of $20 and that is also wrong and she will fix this also on the 12th, and would text me to confirm all changes had been made. This all took another 3-4 hours.
The 12th came. I waited, waited, waited, never received any text. I was trying to be patient and give this some time. On 5/20/20, I replied to her text from the prior call. No response.
On 5/21/20, I called the support line again and eventually got an agent (Michael?). I relayed again the whole situation. After much waiting, he told me he had a specialist on the line again and was relaying the issue. We found that the $350 termination fee had been refunded but the other issues were not addressed. While waiting as he was discussing the other issues with the specialist I was cut off. I waited to be called back for 5-10 minutes but was not called back. 90 more minutes wasted. I called the support line again and got to another agent (Missy?) and relayed the whole situation again. After much time again, she tried to transfer me her supervisor. This supervisor had some sort of technical issue with her headset and was unable to hear me or Missy, though we could hear her, so after 15 minutes of this, Missy decided we needed a different supervisor. Eventually I was connected to customer care supervisor Jamal. I relayed the whole situation again. Jamal finally agreed the $40 new line fee incurred by the watch phone could be removed as a “one-time courtesy”. However, the $40 smart line access fee on my other line, he firmly stated was a contract fee which would apply to that line for 2 years. So $20 * 24 months = $480. So for this s10 I will pay $265 + 480 = $745, basically full price. He stated it was in contract because I did not put the phone on a payment plan. I also cannot get the buy one get one deal for this same reason, and I would also have to return both phones in order to even consider that. Changing a billing issue requires returning the phones - how is that possibly relevant? This is just a practice to try to make the consumer give up as it is obviously unreasonable and unnecessary. Another 90 minutes wasted.
Total time spent in trying to activate these phones – over 11 hours.
Total people talked to 7.
Satisfaction 0 out of 10.
Now I am expected to pay full price for a phone where I should have received at the least an upgrade promotion or buy one get one? Or I could have purchased from Samsung directly and used their promotions? I had to waste over 11 hours of my time to resolve your other already acknowledged mistakes as well and have no credit or compensation for that either? My time is worth nothing? Wow you really know how to treat your customers.
I have been a Verizon customer for over 10 years. I had been considering when I would upgrade my other 2 phones. I had considered upgrading to unlimited. I had considered buying 5G home access when available. Why would I give you any more business after this experience, or would anyone else I know for that matter?
I hope you have the understanding for what poor customer experiences like this will do to your brand, and I would hope that you would want to rectify this situation as soon as possible.
Exactly right Tom. The "unlimited plan" is the biggest scam with throttling. Either it is unlimited or it isn't. Same thing with gouging long time and current customers with changes. They keep pushing what is eligible for an "upgrade" only to gouge you on fees when you do make an upgrade. We are BUYING the item for gawd's sake. All they are doing is making the change on the computer and gouging us with change and start up fees. SCAM. Verizon needs to take lessons from DISH network, where they are accessible and responsive.
We're sorry to read that you feel this way, vrzripoff. Our Unlimited plans are set up the same way all Unlimited plans are set up in the wireless industry. Our upgrade charges are also in line with other carriers, but we do offer a discount on this charge when upgrading a device online, so that is something you can look into when upgrading your device in the future.
Oh this sounds so familiar. I went through a similar but even more drawn out ordeal just before Christmas. I had ordered online and that order was shipped to the wrong address and after dealing with FedEx they were going to hold the package for pickup but Verizon canceled it. So reordered trying to get my son upgrade from gizmo watch to a phone. Well, ordered it for instore pickup, also with a good promo and shopping through Rakutan or Ibotta for online shopping cash back. I arrived at the store for pick up on Dec 23rd and they were closed early due to snow storm. But I had 3 days to pickup order. They weren't open again until December 26, so I get there and the lady goes back to get my order. She comes out with a bag and on her tablet and then says, oh. Hold on. This order was canceled for not picking up with in the time allowed. Like seriously, it's in the bag ready to go and you'd think it would mean like 3 business days, nope. But she says she can handle it just ring it up as in store order and would still honor the promos. That was all garbage. Now, start the shameful story that played out just as you described. Add in that neither of the note 10+ would work or activate on the network and having to go in to get an entire new device and having to deal with an employee who was "her best sales rep" that a year previously sold me an overpriced useless screen protector after wrongfully telling me they don't make glass screen protectors for the note 9 due to the curved screen. I bet hes best sales rep, selling ice to eskimos even. But hours upon hours online. In chat. On phone. In person. Still getting messed up, voluntarily of course until these devices are paid off and then I'm done, the cellular service isn't as good as it used to be and the customer service is just as horrible as always. There's been a few reps that actually look past the generic automated replies that they're screen prompts them to d say when troubleshooting, but even then they are limited on actions they can take
We always want you to get any promotion you qualify for. Tell me, has your issue been resolved? Do you have any questions about your billing? Please let us know, thank you.
Unfortunately I have to echo the deceptive practices and awful customer service makes me regret my decision to ever join Verizon. It has been the worst experience. I took advantage of their recent $800 trade in promotion on a new device. I traded a Galaxy S9 for a Note Ultra 20. The entire experience was a nightmare.. They don't allow you pay the balance on the phone because they want to lock you in for two years. The promised $800 trade in value became $400 after it was processed. I put an additional cash deposit on the phone to keep my bill where it was but because they reduced the trade in it didn't help. I downgraded the plan to offset the device payment and somehow its still the same price.. Probably the most insulting of all is that i had a $450 credit from Verizon, that they gave me during the BYOD promotion when I switched and they somehow "couldn't figure out how to let me use it". After all of that...I ended up with a downgraded plan and a bill that is $50 more a month. I can't even begin to describe their convoluted explanation for this. The worst experience ever.
If it wouldn't cost me more to leave, I would based solely on principle.