My wife simply wants to upgrade her iPhone 4 to an iPhone 6, and we may wish to make changes to our service plan.
We have found, however, that no two Verizon employees offer the same information and options - even contradicting each other in front of us. When your own sales people cannot agree on the basic terms of your phone plans, you have a problem, and your customers seriously consider switching providers.
Today alone, Harley of your phone team kept changing the terms of the various “More Everything” and “Edge” plans as they would modify or not modify our existing plan. When we ultimately gave up and asked to speak with her supervisor, she placed us on hold for 25 minutes and never returned to the line.
We then visited your Verizon store here at 3 Monroe Parkway in Lake Oswego, where your salesperson Colin was similarly unsure of the terms of the plans he tried to sell us. To cite just one example, first he told us that my wife could not buy a new phone unless our entire family changed our phone plans, then changed this minutes later. He first reassured us that my wife could keep her unlimited data plan, then reversed himself (confidently) on the point 3 minutes later, only to reinstate his first assurance a few minutes later after phoning his “district manager.” When store manager Phil came over to join the discussion, he and Colin wound up in a debate about several other aspects of your plan, upon which they simply could not agree.
Is this really how a multi-billion dollar telecommunications giant runs its sales operation? With poorly-trained sales reps guessing at what your own plans allow and disallow? At what point has Verizon committed consumer fraud by having its sales people sell us on terms that the company itself will not honor?
We have now spent several hours navigating your (infuriatingly unresponsive) automated phone menus, waiting on hold to speak with apparently insufficiently trained sales reps, and waiting around your retail stores to deal with other sales reps seemingly re-inventing phone plan details at their whim, or merely guessing.
All we want to do is get a new phone in a way that offers us the best deal. Isn’t that what Verizon is supposed to want to help us with? But we have yet to find 2 consecutive Verizon salespeople to give us the same answers to basic questions about your phone plans.
Might you be able to put us in touch with some individual at Verizon knowledgeable and skillful enough to correctly answer basic questions about your phone plans? Or would you rather that two once-eager Verizon customers leave your company for T-Mobile and contact our state’s Attorney General’s office about the deceptive practices inherent in the various bait-and-switch experience we’ve had in the last 2 weeks?
You do realize that instead of actually answering my question and providing a point of contact to someone in a position of responsibility at Verizon, you’ve merely replied with a canned sales pitch?
Did you think that was what I was seeking when I took the trouble of posting?
Please try again to answer the question I posed. I am seeking a point of contact at Verizon who understands how your various plans interact, and can counter the hours we’ve wasted at Verizon stores, on the phone with Verizon sales reps, and online with Verizon chat staff, none of whom are sufficiently trained in the products and services you offer to explain them consistently or effectively. The result is an ongoing series of bait and switch promises which may run afoul of my state’s laws, if not smart business practices.
Here is my bait & switch experience from Verizon:
In December I was at the Verizon store. I wanted to remove our iPad off the data account. The representative there helped me with that and told me I could add another line and upgrade my iPhone to a 6 Plus. This would make it 4 iPhones on the account. He said I could do this for only $7.00 more because we have been a customer for over a decade and he could add "customer loyalty credits". So I believed him, made the changes, and went on my way pleased with my purchases.
Every month since then, I have been over billed $25. Every month, I get a customer service rep on the phone that said they will correct my bill and credit back my account for previous months. Every month that rolls by, I don't see my account updated.
The day before yesterday, March 18th, I had a rep on the phone that agreed to fix this issue, reviewed it with her manager, and detailed out for me the credits she would apply and the adjusted rate back to where it was supposed to be in December. I felt I finally got it fixed. Yesterday, March 19th, I called to check my account, and once again nothing was done. Furthermore, all these calls I have had over the months, nobody took notes. The customer service rep on the 19th said he had no way to find out what the previous person said because she didn't put notes in the system. He said he couldn't simply contact her because the are in different call centers. He made light of my problem and actually chuckled on the phone that he could give me $5.00 off my next months bill. To say the least I was upset.
So now I am stuck with an extra phone line and an iPhone 6 Plus on their Edge Plus. Nobody now will help, they simply make excuses. Nobody seems to recall now "customer loyalty credits".
I told my neighbor of this problem, and wouldn't you know it, he had the same thing happen. Verizon sold him on upgrades promising an offset of costs using "customer loyalty credits" that never materialized.
I have been a customer for more that 15 years, traveled the world with my VZW phones, and never once had an issue dealing with this company. Verizon customer service used to be so good. I feel completely betrayed and feel the Sales group lied to me.
What's even worse, the customer service didn't seem to care less if I took my 4 iPhones and my 15+ years of business to AT@T.
Has anyone else had something similar happen ??
Disgruntled In Iowa,
Remarkably similar to the what we’re now experiencing. Yesterday Verizon’s web site “chat” sales rep assured us that we were eligible for a “loyalty” customer plan converting our current unlimited data to 6 GB monthly for the price others are charged for 2GB. hen we tried to sign up, it wasn’t on the screen, and KCaitlyn assured us that we shoud simply check the box for the 2GB and “customer service will see this, apply the credit and adjust it” later. Right. And how many hours of more phone menus and inept sales reps if they don’t, and we have to try to fix the problem later?
I don’t think I’ve ever dealt with a more poorly trained group of sales reps, or a set of plans and policies that seem to vary more from sales rep to phone rep to online chat rep, and even from call to call. It’s a remarkable sight to witness and extended debate between a Verizon store manager and his sales rep about what a plan actually allows and what it doesn’t. If they don’t even understand it, what are we to think we’re signing up to?
Doesn’t Verizon want to make it easy to buy phones and plans? Are they simply doing an awful job of designing their offerings, communicating them clearly and training their sales staff, or are they truly seeking to take advantage of people? I’ve never felt less welcome to be a company’s customer.
It’s a pity, because I’ve found their actual service to be better than AT&T. But their inept and/or deceptive sales practices now have me headed toward the exit. Buyer beware: make sure that you have the terms in black and white, and that you (and your sales rep) understand them, before agreeing to any deal with Verizon. And ask yourself if you want to have to jump through these kinds of hoops just to be their customer.
kmkstuff - if you are still looking for a straight answer try calling the Verizon Loyalty group at 866-775-8757. This group has always provided me with accurate information and explained all the details. For example, the 6GB loyalty offer made to you must be completed by an AGENT, and is not something that you can select online. If your wife wants to upgrade her phone without paying full retail of $600+ for her new phone she will give up her unlimitted data, but the alternative plans may be better in the long run.