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Verizon Customer Service Manager or Sales Manager
d1011l
Member


Is there a way to get in touch with a Verizon customer service manager or a Verizon sales manager directly.  I would like to discuss/correspond on several problems with my account and recent upgrade at the manager level.

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Correct Answers
Re: Verizon Customer Service Manager or Sales Manager
pherson
Leader

No.

You have to follow the chain of command by calling customer service and the only way to "stop" the clock is returning the phone.

View solution in original post

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Re: Verizon Customer Service Manager or Sales Manager
d1011l
Member

While I am waiting on Verizon to respond, is there any way to stop the clock on my 14 day return time?  I need to get this resolved before that time expires or stop the clock.

Thank you

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Re: Verizon Customer Service Manager or Sales Manager
pherson
Leader

No.

You have to follow the chain of command by calling customer service and the only way to "stop" the clock is returning the phone.

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Re: Verizon Customer Service Manager or Sales Manager
d1011l
Member

Thanks for the reply pherson.

I have already been on the phone with customer service 3 times, on chat with customer service twice as well as 2 visits to company owned stores.  I have made at least 5-7 requests at different times to be contacted by a manager or supervisor and none have been successful.  Even when at the company owned store the second time and asking to talk to a manager was not honored.

Does anyone know of way to get escalated in customer service?

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Re: Verizon Customer Service Manager or Sales Manager
pherson
Leader

Well, what exactly is the issue? Maybe one of us could point you in the right direction, but there is no like manager line to dial.

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Re: Verizon Customer Service Manager or Sales Manager
d1011l
Member

Thanks again for the reply pherson.

I am going to wait at least 1 more day for Verizon to respond before I post the details on a public site.

I'd really like to handle this 1 on 1 with Verizon as overall I like their service over my 18-20 years of being a customer.

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Re: Verizon Customer Service Manager or Sales Manager
pherson
Leader

Keep in mind that if a Verizon rep comes in they can see that you willing declined help at this time. That doesn't help you at all.

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Re: Verizon Customer Service Manager or Sales Manager
d1011l
Member

pherson,

You make a good point on that, so I will post a very abbreviated version of the details here.  I have a significant amount of support documentation, contact names, dates and number as well as pricing.

To start off, I was on an old AC Family Share plan and wanted to upgrade my phones.  Two current smart phones (S4s) and a flip phone to S7s.  I also wanted to compare pricing to the new Verizon plan.

I tried this several times on the web site with no success.  Called the 800 number for sales from the web site and was given a price quote from the salesman.  The next day I re-contacted the salesman to accept the deal.  He put all of the information in and told me we were good to go.  When I got the confirmation E mail, the price was much higher.  He told me that once I activated the new phones the price would drop to what he quoted.  I asked for that in writing before accepting the T&C on the web site.  He put me on hold and then came back on and told me he had made a mistake and the the origin price was wrong.  He said he was going into a meeting with his manager and would get back to me.  Never heard from him again, despite two attempts by me to get an update.

Cancelled that order through customer service and decided to go into the local company owned store.

After explaining the above to the rep at the store, got an apology but that there was nothing she could do.  So I had her tell me what it would be and she gave me a price, but the the process would need to be done in two steps.  She would upgrade the plan and the next day I would upgrade the phones.  She warns me that when I do the second part (phones) the pricing may not agree with what she has stated.

Next day, I go on to upgrade the phones and the price is different again, but I was warned about that.  I do the upgrade and get a confirmation E mail and the price has gone up again.  I reply to that E mail asking to be contacted about the problem.  No reply at all.

Contact chat and after about 45 minutes of hearing that I don't know what I am talking about, I get told, "Oh I see, the price will drop when you activate the new phones".  (Sound familiar)  I ask for confirmation in writing or to talk to a manger.  After about 10 minutes of waiting for a manager she comes back on and tells me no manager is available, but she sees the problem and can fix it.

Next day, I get another E mail and the price has gone up yet again.  Contact chat again and same thing... I don't know what I'm talking about...I've already agreed to the terms and conditions of the much higher prices...Finally after pasting in information from the previous chat session, I get that the rep sees the problem and can fix it...

Still not fixed and the phones have shipped.  Decide to wait until the phones arrive and go back to the local store.  Contact the rep that I worked with at the store via text and E mail, no response at all.

Phones arrive, go into store, ask to talk to a manager, told by the "product specialist" that he can take care of the issue.  After some discussion a second associate joins the conversation.  I ask "are you a manager", am told "I am for this".  After more discussion I decide to try with activating the phones.  The price drops to what was on the web site (two price increases above original quote).

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Re: Verizon Customer Service Manager or Sales Manager
pherson
Leader

So, in theory the problem in itself of the pricing is resolved?

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Re: Verizon Customer Service Manager or Sales Manager
d1011l
Member

Not to me, the customer, who is incurring significantly more cost per month than what was told to me by Verizon staff.  Who disappear completely after giving me the information

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