I'm going to switch carriers after being on Verizon wireless for 27 years because Verizon doesn't know how to track returns or train their customer service phone reps.
Here's the story:
I upgraded from a Pixel 3 to a Pixel 6 in January. I got the phone and noticed over a few months that it had issues when it was on WIFI calling (at my job, which is really necessary since i work in a lab). This is something that needs to work as I don't get reception at all in my building and I have kids. So I called and asked for a replacement which was provided and I sent my phone back. I tested that new phone and WIFI calling still didn't work. Googled it and determine that it's something that the Pixel 6 is having major problems with.
Here's where it gets ugly. I call Account Services. Ask if I could get a refund because my phone doesn't work. The person on the line said I could get a full refund as long as I send the phone back. She gives me a return authorization and I send the phone back. I was actually surprised that I could get the refund since it was past the 30 days, but if she said so, then I'd take it. WRONG.
A few weeks later, I still see the charges to my account for the phone even when I had shipped it and Verizon confirmed receipt. I call back to get the charges removed and the person says I can't be refunded but I can get a replacement phone. I argue saying that the previous Account Services persons said I could get my money back.....fast forward 1 hour, and I settle to get another replacement phone and at least I'd have something for my $1100 that I spent. But I specifically asked what I should do with the return box, because it says I need to return the phone. She says to just ignore it. I ignore the box, and the texts thinking that they have settled it in their system.
Fast forward 1 month to today, I get a text saying I didn't return my phone so I will be charged. I look at my account, another $1100 bill for not returning the phone. I called Account Services again, and she reviews my account and says she'll give me a case number and it should get settled within 7-10 days. Do I believe her? No. I'll probably get another bill for another phone that I never received.
So now I'm sitting on an original charge of $1100 for a phone that doesn't work on WIFI, and an extra $1100 bill for a phone that was actually returned, but because Verizon can't manage account properly, it's showing up on my bill.
1. Verizon Account Service reps are not trained to actually settle things in your account. They just try to get you off the phone by telling you what you want to hear, even if it's not true.
2. I will never buy a phone from Verizon or any carrier. You get a much better return policy from Amazon or Apple and they actually know how to track returns.
3. I will start to record these calls for my own quality assurance. Then I could actually track what rep says what.
4. Being a customer for over 27 years means nothing to Verizon. I used to have loyalty, but not anymore.
Good luck everyone. You are probably here for the similar reason. The only way they learn is the hard way.
Oh bonus lesson: Verizon sends you refurbished phones, which actually cost about 60% of retail, but charges you 100% when you don't return the old ones......(even if you actually did).
Being with us for 27 years is a tenure we don't see very often, and we're super grateful you're a part of the Verizon family. Getting the proper pricing on a phone is crucial, and I can understand your sentiment about what's going on. Your time is valued and we want to get you taken care of and keep you in the Verizon family moving forward. To review this, I've sent you a Private Note. Please respond at your earliest convenience.
I responded, but didn't get that much help or escalation. Someone advised that I need to wait 7-10 business days to allow the team to investigate. Super helpful! Thank you so much! 😛
Thank you for that info. As a valued customer, your concerns are our concerns too.
The escalation process (e.g., 7 - 10 business days) is provided to our customers as a reference. Rest assured that the investigation will be thorough and we wanted to set the proper expectations regarding the length of time that it may take to complete the investigation. You'll be kept updated, I assure you.
Thank you for your time and patience too. We'll work even harder to continue earning your customer loyalty. Remember, we're always only a message away.
So it's been 8 business days and still no response. Robert C is your confidence still high? Starting on business day 11, I will start porting accounts to another provider. So far I haven't received any updates except that an admin removed my posts. Maybe put the admin policing effort that you have into resolving customer complaints, and you won't get such bitter customers.
So we're at business day 10 and still no response, email, text, call. What time can I expect some sort of communication today from the top notch leadership/investigation team?
I can't wait to hear from you!!
So I just spent 3 hours with customer service chatting on this ticket. 1 person Nicci was helpful and trying to get a credit, but then they must have had a shift change because Tanisha came on and wouldn't answer any questions.
Either way, that pretty much locks in my confirmation that Verizon Customer service is atrocious. I've probably spent over 10-12 hours working on this and each time I have to re explain what happened.
Definitely leaving Verizon. And sending their EVP Manon Brouillette a copy of the message thread. Maybe she can do something.
Bottom line still holds true - because Verizon can't track orders, I get stuck paying for an additional phone. $2200 for a phone that doesn't work with WIFI calling.
Starting the porting process on Monday.
Thanks for your business.
LOL.. Now Gina is involved trying to ask if the Pixel 5 (that I bought on Amazon) was part of this.
What a mess.........Literally started this chat at 9:30. 3 different people and zero progress.
I asked a basic question for them to list the devices that were sent and they can't even answer. THere's no hope that they can track it.