For over a week I have been dealing with customer support and I am extremely unhappy and frustrated. I've been a customer for over 15 years and never experienced something like this before.
I went to my local store and showed them my inner screen of my fold 3 not working and they were quick to submit a replacement. Unfortunately the model wasn't in stock so they had to call customer support to process the replacement device. So Begins my two week 10 hours on the phone Journey. After dealing with the first rep for over an hour we were escalated to tier 2 who seemingly addressed the issue by sending what she verbally confirmed as the correct device. What arrived was the wrong device so I took it back to my local store and the manager couldn't believe it. So back on the phone we go... this time the rep states that they found the right device in a warehouse they just need to verify shipping availability and will call me back as soon as they are able. No call was ever received, so the next day I went into the store again, the manager at this point knows me very well. We call again and after almost 3 more hours we finally get a replacement "Cody" informed us that the representative yesterday submitted some stock form so which will take 3 to 5 days to process and he couldn't do anything until it is processed. I have a recording of him after some back and forth of him stating he guaranteed that in 5 days if nothing else happens he will ship me whatever they have in stock including the newest model of my device.
Here I am 5 days later and just spent almost 4 more hours on customer Support with various reps, none of whom could locate or contact "Cody". Then I had a representative tell me that they would submit a new form and call me back in a couple hours.. and if my model is not in stock he will send out whatever model they do have in stock. I let 5 hours go by before calling and asking to be transferred to Robert. The new representative told me they can't transfer directly and his notes don't indicate anything I said.
She then tells me the form from the previous week hasn't processed yet and will be another 3 days. She then told me that she would make some calls regarding escalating my issue given how long it has been since it began and that she would call me back later to update me.
I don't understand what happened to the customer service. I used to love Verizon but for once in my life I am seriously considering leaving the company...
Does anyone have a contact for escalating situations like this?
We are sorry to read that you had this negative experience, as we know how important it is to have your device available. We will be sending you a private note to better assist you.
~Freddy
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