I recently pre-ordered the Samsung Galaxy Z Fold 6 and when it was shipped to me, upon opening the package, I discovered that the phone was missing the volume button on the side. I called customer service at 1-800-922-0204 and when I was connected with a rep and explained the situation, before even attempting to address the problem, he tried to sell me a new tablet, accessories, and some sort of protection plan. Numerous times throughout speaking with him, I was placed on hold for 5 minutes or more. After about 40 minutes, he transferred me to a "care team" rep, I believe her name was "Naz." Again, same situation, long periods on hold. It was determined that I would be shipped a new phone, and I would return the one with the missing button. She also sent me numerous links, none of which worked. Naz also said that it was absolutely necessary that I add a "temporary line" (as she called it) to my phone, and that temporary line would be discontinued when my new phone was activated. When I told her that I found this unnecessary and that there was nothing wrong with my existing line (it's just a missing button on a phone), she stated that she could not move forward with sending me a new phone without adding a temporary line. Fine, whatever. I also requested that, along with the new phone, I be shipped a screen protector for it, and that I would pay for that. She assured me that this wouldn't be an issue. The entire phone call lasted 2 hours, start to finish. My new phone arrived a few days later, and the screen protector that I had requested was not included, even though I was charged for it. When I used Smart Switch, a message popped-up on my new phone that it could not be activated. Again, I called customer service and again, I was on hold for long periods of time with a rep who kept telling me that he was "looking into it." I finally decided to go to the nearest Verizon corporate store. The rep at the store looked into my account and told me that "Naz," who should have instructed me to file an insurance claim with Asurion, instead added a new permanent line on my phone (the "temporary line" she insisted that I needed) and that I was being charged for it. The rep at the store was phenomenal in helping me fix the disaster that customer service created. He removed the additional line and walked me through every step of the process. A word to the wise: go to a store and speak to a rep face-to-face. The only thing that stopped me from switching to another carrier was the great treatment that I received in the store. Verizon, do better at training and monitoring your customer service employees.
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