Activation nightmare
scheff
Enthusiast - Level 3

Hello,

I recently purchased a device from you and tried porting a number. The porting was done to a wrong account at Verizon and I lost access to the number. I contacted your support. The issue took roughly 7 hours of calls and waiting on calls to resolve. These are my notes:

- on each call I was transferred at least twice, up to three times
- on some calls I was holding for 50 minutes, all the way until "music" went silent without anyone responding
- operators sometimes transferred me with no warning or explanation
- once I got transferred, held for 60 minutes to get to speak to a person who told me they need to transfer me to someone else
- on some instances I was put on hold and call terminated 30 minutes later, this happened multiple times
- spending time trying to connect to support person, only to be given digital assistant which does not help - "for my convenience" as you say
- getting transferred to "digital assistant" after asking for "agent" twice in menus, getting a text message sent to number which is not active

After identifying the problem your team transferred me once again, the call went silent after 30 minutes. When calling again I was told your support has closed for the day. There was no other way for me to reach someone to help me get my number back.

This morning I spent another hour, mostly trying to get through to a human instead of a "digital assistant" sending link to my non-working device. Even request for "agent" and confirming with "agent" lead to digital assistant getting activated.

Furthermore, I encountered bunch of glitches and misleading information when trying to get the issue solved:

- trying to click "Sign-in -> Register" on your website didn't work
- your "chat" feature asks me to login in order to get help with activation - but I'm unable to register, or login, as the number doesn't work
- when trying to call your support from phone I get "calls cannot be completed and advised to call *611"
- calling *611 tells me the same error and advices to call *611...
- posting on this forum with a account registered without a number did not work - I've gotten various login errors, 500 errors, can send screenshots

Altogether, I've spent 7 hours resolving issues caused by your company. I'm really surprised how complicated it was to get help. You can find various notes from your support on my account's notes.

Can you make this right?

Kind regards,
Vladimir

21 Replies
vzw_customer_support
Customer Service Rep

We’re honored that you are a Verizon Wireless customer, Vladimir. The details you’ve shared are most helpful. I can’t begin to express our gratitude towards you bringing this experience to our attention. 

For it is without feedback that behaviors, procedures, and systems go unchecked. Improvements can be made with two-way dialogue. The time it took to resolve the ported number on the wrong account on top of transfers would not sit well with me either. Are there issues still now that are open? We want to be sure to bring closure.

0 Likes
scheff
Enthusiast - Level 3

After another set of calls the next day - and then one more to get my account work with permissions to setup auto pay - it's now working. 7 hours wasted.

Connectivity itself is worse than T-Mobile. I used to have latency around 30ms with minimal jitter and 4g speed around 90Mbit in San Francisco. Your Verizon 5g speed is about the same, but latency has 120ms jitter. Which makes it unusable for playing online.

You advertise "Ultra-low latency." and "The fastest 5G in the world 25x faster than 4G.". That's simply not true at all in my experience.

Really disappointed. 

vzw_customer_support
Customer Service Rep

Oh, no. We want you to have excellent overall service. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.

0 Likes
scheff
Enthusiast - Level 3

And the story continues. My trade-in is not going well.

You sent me a trade-in shipping package. I promptly returned the device the same day. It was delivered to you on December 18. On December 19 you sent me an email stating “We still haven't received your device”. I sent you a reply to the email saying you did indeed receive the device. And never heard back.

When trying to check trade-in status online it doesn’t show anything.

So I suppose also this process is not working as expected and will require more calls and time from my side? How is it possible that the most basic things like receiving a trade-in don’t work smoothly?

Happy holidays...

0 Likes
vzw_customer_support
Customer Service Rep

Is the trade-in still not showing as received? After the package arrives at the warehouse it can 48 hours to register in the system. - Scott

0 Likes
scheff
Enthusiast - Level 3

This is how Verizon “values your time”.

F012C68D-76D9-4E7B-84E0-AD772CC9B93F.jpeg

0 Likes
vzw_customer_support
Customer Service Rep

Scheff, I know that I would be anxious to have the last detail, the trade in, completed and off of the worry list. We are happy to take a closer look at your trade. Please respond to our Private Message. LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

0 Likes
scheff
Enthusiast - Level 3

The trade-in is still not processed. I have contacted your phone support, who re-confirmed that a device with a different color than originally specified is not a problem. They also said you have some delays post Black Friday. That was over a week ago and there's still no progress.

You have sent me a private message to authenticate myself, which I have already done in previous private conversation with you. Why do you need to perform the same again?

0 Likes
vzw_customer_support
Customer Service Rep

We definitely want to thank you for keeping us informed about this inconvenient situation. We want to make sure that you receive the credits and promotions that you are expecting and qualify for. We are definitely here to help. We contacted you via a Private Note to continue assisting you.
GeovannJ_VZW

0 Likes
scheff
Enthusiast - Level 3

Below is transcript of first hour of interaction with the other side of the link you provided. Is this really the level of customer support you want to be providing?

Me:
Opened link you provided in private message from my authenticated web session.
5:13 PM

Support:
Thank you for reaching out to the Verizon Social Media Team! We appreciate your patience while we connect you with your representative, who will reply in this window. Please confirm your full name and the phone number associated with your account below.
5:13 PM

Me:
XXXXXXX - 415-XXX-XXXX
5:13 PM

Support:
Thank you for verifying your name and number in the Secure Channel. I want to help. I only see a couple of your posts. Can you please tell me what issue you need help with?
5:18 PM

Me:
Hi, the latest issue is with my trade-in. I have sent the device the same day I received the return package. I have not received any update since, but the tracking shows you have received the device. When checking status based on the submissions ID (2760XXXX) I see the following:

12/19/2020 Your Shipment Has Arrived
12/18/2020 Device received. Expected device does not match received device.

I have twice verified with you that sending a device with a different color (and therefore IMEI) is perfectly ok.
5:22 PM

My question is, why has the trade-in not been processed yet? When will it be? Will you apply device credit retroactively?
5:23 PM

Support:
By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here: http://spr.ly/600XXXX Those are good questions. Let's take a look at that.

Me:
5:26 PM
The link you send gives me "Oops! Something went wrong."

Me:
5:26 PM
When trying in a new anonymous window I get: "We're sorry but this session is no longer valid. Please reach back out to us on Social Media to get a new secure conversation link."
I used a similar link when opening this conversation with you in the first place. Why do we need to do it again?
5:27 PM

Me:
Is there anybody in there?
5:33 PM

Support:
My apologies. You're right. I do see that you're in the Secure Channel. I see that your rebate was emailed to you on 12/24/2020. May I please have your email address that you used when you filed for the rebate?
5:35 PM

Me:
It seems like you did not read my message above. Can you please do so? I'm talking about a trade-in, not rebate.
5:38 PM

Me:
It's been almost ten minutes. Will you help me, or am I wasting my time?
5:46 PM

Support:
My apologies. I'm currently experiencing high post traffic. The device that we received has the following device ID: 3548XXXX. Did you trade in the iPhone X that was on the account before your iPhone 12?
5:52 PM

Me:
No. I traded in my Google Pixel 3 64 GB white with IMEI 3582XXX
5:54 PM

Support:
Thank you for letting me know that. When you submitted for your Trade in credit, did you submit the information for your Pixel or the iPhone?
6:01 PM

Me:
For Pixel.
6:01 PM

Me:
You have received device Google Pixel 3 White 64 GB IMEI 3582XXXX on December 18 with UPS tracking 1Z4EXXX. Submission ID is 2760XXXX. The device is in excellent condition. Please make sure the trade-in of $550.00 is processed correctly.
6:02 PM

Support:
When did you receive that email?
6:02 PM

Me:
What email?
6:03 PM

Support:
When did you receive that text?
6:03 PM

Me:
I wrote it to summarize the situation for you.
6:04 PM

Me:
Will you fix this, or am I wasting my time? It's been almost an hour and we have zero progress.
6:06 PM

Support:
That's the device that was received. The one that the warehouse expected was the other device. That's why you haven't received your trade in credit yet. The warehouse requires the correct device sent back to them. Did another representative tell you that you could send the white one back instead of the black one?
6:15 PM

Me:
Yes. I have verified twice with your support that sending a different color of the same device is ok.
6:16 PM

0 Likes
vzw_customer_support
Customer Service Rep

We would be happy to review your concerns with you here. To allow us to do so, please leave us a Private Note at your earliest convenience. 

 

 

VZW_Robert

0 Likes
scheff
Enthusiast - Level 3

After another 15 minutes of wait the representative gave me phone number 1-800-416-8894 to contact. Why did that take 60 minutes and why nobody sent me the phone number in this thread earlier is incomprehensible to me.

0 Likes
vzw_customer_support
Customer Service Rep

We are glad you were able to get back on the path to resolution. If you have any questions for us after your call, please let us know. We are happy to assist in any way possible. 

 

 

 

VZW_RobertH

0 Likes
scheff
Enthusiast - Level 3

I certainly wouldn't say that I was "able to get back on the path to resolution". You have a reply to your question about submission ID in a private message.

0 Likes
vzw_customer_support
Customer Service Rep

We'd like to make sure you're still getting the assistance you need. Please, Private Message us anytime for live agent support. - NicholasS_VZW

0 Likes
scheff
Enthusiast - Level 3

It has been a week. I have notified you yesterday, you asked me to open a link to authenticate my account. I have done that. You have not followed up after that. Is the issue resolved?

0 Likes
vzw_customer_support
Customer Service Rep

We want to make sure that your concerns are addressed. In order to review this more please send us a private message. Due to the age of this tread we no longer have the previous link or verification completed. We will be standing by. 

0 Likes
9wood
Specialist - Level 2

@scheff  the authorization thing doesn't do anything I got ten of them as well as private messages that just get ignored 

0 Likes
scheff
Enthusiast - Level 3

One an half hour later, before getting anything resolved, the session timed out. Verizon, you terrible so much! 

8F6A032B-B0F2-4A5E-89DF-D4C23E99C78A.png

0 Likes
9wood
Specialist - Level 2

There chat is similar to call just get script reply had 4 reps in chat yesterday all repeat the same script seems that's all you get I have had reps sit silent for hours maybe took a nap on calls had 3 this month go silent a supervisor 8 hours one I can go on I'm sure they just laugh at us as they look down on us