GOODBYE VERVIZON

[Flatpockets]

I had to deal with the absolute worst customer service I have ever experienced with Verizon Wireless. I purchased a Z Fold 5 online and after 20 days, a black spot started to appear in the crease of the fold and grew. I went into the store and was told to contacted customer service because the store could do nothing, as if ordering online is like ordering from a completely different company on Venus. Customer service first tried send me a used Z Fold 5. I told them no, as it had been less than 30 days and i paid new phone price, and clearly, this product was defective. They then said they would send a new cell phone, but after three days, a used Z Fold 5 showed up like the bugger you forgot under your chair.

I called back and, after being sent to the store a few times by customer service and having the in-store rep tell me NO everytime  and finally having customer sercice on thw phone with the instore rep nothing was resolved.  Next few days after speaking to 4 or 15 customer service agents starting at 8 am, finally, ending at 7:30 pm, I got my issue resolved, only to find out that Verizon sent the new Z Fold 5 to the wrong address. Of course! I returned the used Z Fold  bugger within 5 days, and after finally getting USPS to send the new Fold 5 to the correct address, Verizon had the new Z Fold 5 sent back to the warehouse instead. Now they playing with me!  

After talking to about now seems like 47 different customer service representatives and explaining everything from the beginning even though everyone said they are making notes in my profile, I finally gave up and told them to keep the new Z Fold 5 at the warehouse, I then sent back the defective Z Fold 5; I didn’t want the Z Fold 5 anymore, obviously its a sign that i dont need it right? 

A little over 2 month into this z Fold 5 debacle and extra visit to my therapist, I have paid for 2 new lines and 2 sales taxes for one Z Fold 5, all just to be still be using my old Galaxy Note. 

Verizon refunded all my money (though I haven’t verified this yet), and I told them I would decide whether to start this process over in store or go with another company (hey T-Mobile). I chose wrong.

Three weeks later, I saw a new Z Fold 6 was out, thinking it must have been fate I dodged a bullet,  I walked into a Verizon store to try to purchase it. They informed me that I still had a pending order for the Z Fold 5. (Yes the one sent to the wrong address and then sent back to Verizon). Of course, the in-store people couldn't do anything because it was purchased online by a different species.

After calming my nerves and 3 shots later, I once again had to resort to calling the worst customer service people in all the land.  I had to re-explain everything from the last three months like a recaptured prisoner of war.  Hours later, the call ended with a open ticket to get the Z Fold 5 order removed from my account so I could move on with my life and upgrade to the new Z Fold 6. Three days later, the order was still showing, feeling defeated I lowered my head and called Verizon again as a single tear rolled down my face.  Customer service told me they had a ticket to remove the order but they did remove the contract. They said they were now working on it. 

Now, I have to wait another 3-4 days just to hopefully get rid of this Z Fold 5 nightmare. Once the order is removed, I will immediately walk into a T-Mobile store like an freed hostage seeking refuge. Hopefully I'll finally be done.  Goodbye, Verizon. It has been horrible these last few months.

This rant is more so about Verizon's policies and procedures. Disconnected processes and lack of customer and instore coordination. In store reps repeatedly said customer service personnel do not know rules and policies. They always tell people the wrong info.  If you are reading this Verizon, get your stuff together. You can start with assigning 1 customer service rep to elivated issues. Remove the artificial barriers from instore reps and customer service agents. You are not the same company I started with over 15 years ago.