I have been a Verizon customer for almost 20 years. One of the reasons I have stayed a Verizon customer for so many years is that they had exceptional customer service. I have noticed in the past few years the decline in the level of customer service that Verizon offers and my most recent experience with Verizon was one of the worst I have experienced with any company!
I wanted to provide an upgrade to an iPhone 15 for my son (who is on my account) for his birthday. He had tried going into a store to get the phone and was told that they only sold "bundles" there (which were approximately $400) and did not sell individual phones. So, I ordered the phone online on November 11th. It was supposed to be delivered via Asurion on November 13th. The phone was not delivered. I reached out to Verizon to find out why.
What should have been a simple answer turned into 2-1/2 HOURS of getting transferred to SEVEN different agents. I was given numbers to call and disconnected. I had to start over again and again and just kept getting transferred to different departments. NO ONE was able to resolve the issue. They couldn't tell me why the phone wasn't delivered. One person thought said it was because there was suspected fraud. They gave me a number to call which upon calling, I was promptly disconnected. The Verizon virtual assistant was the worst part of the whole process because I had to keep bypassing it and it sent me to reps that couldn't help or disconnecting me.
After 2-1/2 hours, I got fed up and cancelled the order. I told the final rep I talked to 4 or 5 different times I wanted the order canceled and the $149 I had paid for sales tax and activation fee refunded before he finally supposedly did it.
A few days later, I decided to try again and was fortunate enough to get a rep who was able to complete an entirely new order and stayed on the line with me to make sure that the order was processed. She put in an order for the refund for the canceled order that was already supposed to have been done.
It is now the 20th, I still have not received the refund - apparently it takes Verizon at least 8 days to process the refund.
When I asked how to send feedback to Verizon about my experience, I was told there used to be a "feedback" button on the website but it was taken down. I am not surprised because it is obvious that Verizon doesn't care about customer service anymore.
Many years ago, I was on a flight and met a Sprint executive. They had just received the worst rating in the cellular industry for customer service. I asked him about it and he said, they had so many customers, that it didn't matter. If people had a horrible experience, they would get new customers that didn't require as much effort. I wonder if he is now working at Verizon???
It is extremely disappointing and beyond frustrating to deal with Verizon. Customer service is still valued...it would be nice if you still offered it.
Thank you for bringing this to our attention. Your loyalty for these 20 years and your feedback are valued, and always taken into consideration. We are truly sorry to learn about the whole ordeal and would like to review your situation a little closer. I'll be sending you a Private Note, please reply to it, so we can get started.
~Maria
There isn't a way to reply to the private message you sent.
Start a new topic or ask questions in the open forum.
