Hello Verizon,
I'd like to share one of awful customer service experience at one of my local store here in Malden, MA. I was referred by a friend to check out some promotional deal at Verizon and see if I want to switch over from At&T. I told the sale rep up front that what I am paying per month with my current provider and he estimated for me with a monthly payment of ~$10 less than what I pay. Then he said that as a requirement of the promotional deal, I have to sign up for my new iphone15's (because they don't have any Iphone13 or 14) and an Iwatch. although, I am interested in the new iphones, but not the Iwatch and find no use to it. But he forced me to get it anyway. when I had trouble linking to iwatch with one of the phone, I called up Verizon customer service and I found out that I didn't need to get the watch. I came back to the store and they told me I can remove it from my account and return it, but now I have to pay for the restocking fee. I am ok with paying for the fee, but I feel that's unfair to me since he forced me to take it initially saying that's the requirement. On top of that, now my bill is $30 more than what I used to pay at At&T - which is very disappointing since my initial goal was to switch to get a lesser monthly bill. They also told me that they will fill out some promotional forms to get me some activation fee money back and I am not sure if that's true or not. Basically, overall this is a disaster as I wish I would not stop in to this local verizon store at all since my account at At&T was fine. But now, I am stuck with another 3 years of high price and disappointment.
Let me know if you have any advices or resolution for me!
thx
Kenny
Hello, kennyvien324, we're so glad you decided to switch to Verizon, though I'm sorry you ran into some road bumps during the transition. We know it's important to save money and we can help review your account for opportunities to lower your bill. So we can best assist, we will be reaching out via Private Message.
-Lauren
I reviewed my account and billing with 2 different Verizon reps and it still doesn't fix the root of my issue. I guess I will have to be stuck with your service commitment for another 3 years.
kennyvien324, we are here to help and we want to make sure that your concerns are addressed. Can you share more about what is remaining unresolved?
-Andi
My main goal to switch to your service is to lower my bill monthly. I was paying about $143/month at at&t and your agent told me that I should be able to pay with an estimate of $130/month. That was the main reason I switched to you. However, now with all the stuffs and factor included. My monthly bill is at ~$149/month which is a bit higher than previous. But if you total that up to over 3 years that would be >$200, which is opposite from my previous service with at&t.
I am fine with paying a little more $ than expected (since everything is finalized now and I can't do anything about it) but I feel this is a mislead and disappointment on my part that I was lured into this situation for someone just to increase their sale/commission.
This isn't the way we want you to feel, kennyvien324. Do you happen to have an estimate that shows the charges that were discussed that added up to the $130?
-Lauren
We're sorry for the experience you've had so far with us. We always want to make sure you're able to get the help you need quickly and without any hoops. We're going to send you a Private Message so we can gather more details.
~Jesse
Do you have some perks added to your account which you could cancel? Those "only $10" add-ons can really add up quickly.
I'd always thought AT&T was the priciest carrier but guess I'm wrong.
Hello. Customer service is not somethingthat Verizonunderstands. For an online chat, you are one of many Verizon customers that customer service representative is speaking to. Where is the customer service in that? Verizon Wireless is the most expensive phone service out there and they should be able to afford to give each customer their full attention.
If you call your hold time can be more than 30 minutes because they have cut their customer service hours and obviously staff.
Start a new topic or ask questions in the open forum.
