Pixel Fold Nightmare...
PGnatek
Newbie

Ok, this is the last place I wanted to end up but it feels like I don't really have a choice.  I've talked with Verizon representatives for hours on end and with Google representatives as well.  

At first it was an issue with service, but now I've got a number of other "issues" that are still yet to be resolved, as I can't seem to get anywhere over the phone or on a chat with Verizon.  I recently got a phone (Pixel Fold) when I started a brand new plan with Verizon.  I switched over from another carrier as the service was bad (but to be fair, I guess I was wrong for expecting anything better).   I've gone through 4 different Pixel Folds (not by choice, but because every phone I've had has either had a connectivity issue, or broken microphone, I've also had a total collected time of 11 hours on the phone and have spoken to five different "representatives" who have attempted to fix the litney of problems I've had with this plan.  On top of this, while I was supposed to get $1000 over 36 months for my trade-in (an iPhone 14 Pro), Verizon's system has for some reason continually chosen the "lump sum" trade in value (around $535.00) even though I've told multiple agents over the phone that I would like to stick to the $1000 over 36 month promotion that I agreed to when buying the phone (for the record, they've also all garunteed me it should not reflect on my bill).  It's even more frustrating considering the money that was "supposed" to pay for the phone is by default being used to pay off the entirety of the monthly bill (which includes the phone AND service fees), therefore leaving me to pay off the phone out of pocket each month.  I'm honestly very done at this point with the lack of a reasonable solution, as every single "representative" I've spoken to has sworn up and down that the problem is resolved.  

On top of this, I still have a broken phone through which Verizon has told me that I need to contact Google to fix.  While this request on top of itself is not unreasonable, Google has told me that I need to deal with Verizon since it could have been damage sustained through shipping.  So now I'm out of 11 hours (both of being on the phone and waiting in the store), gone through 5 different phones, and that plan that I signed up for is NOT the plan I'm currently paying for.  I've had to go through and sign back into all of my apps and accounts on every broken phone Verizon has given me, and now they "can't do anything more". I'm tired and frustrated as I feel throughout this process I've been very understanding and patient, I am however at a point where this is simply more effort then I should need to put in for something.  

It's frustrating to me that even the garuntee from their OWN EMPLOYEES (not that I blame them) isn't even enough for something to get done.  I don't want to sound like a pain, really, but I'm a full-time student and I'm paying out of pocket for this.  I don't blame the employees as I'm sure it's not their fault at all, really more just frustrated with the system and service thus far.  Just wish I would have known it would have been this much effort from the beginning and maybe I would have had second thoughts about this service. 

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3 Replies
vzw_customer_support
Customer Service Rep

Oh, no! Dealing with equipment and promotional issues can be a headache. We are here to help. We sent you a Private Note. Please review at your earliest convenience.

~Gilbert

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PGnatek
Newbie

Gilbert,

I don't see any messages. 

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vzw_customer_support
Customer Service Rep

We're sorry you didn't receive the private note. I will be sending you a new one to see if you receive it. 

~Ivone

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