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I've had a serious problem with an upgrade order. The problem was caused by VZW, which was acknowledged. I have been trying to get it corrected for 4.5 hours now via chat and phone, but all I have been able to reach are overseas customer care agents that either do not comprehend the issue or just don't have the authority to get the needed corrections made. I honestly think it has been both of these. I have been disconnected 7 times, lied to twice (I caught the second one by asking for the confirmation numbers because the VZW system I can see just updated with no changes she claimed at all so she immediately disconnected the call!!!), have had 3 other agents not know what to do so they just dumped me back into the call pool. In attempts to fix VZW's mistake, the overseas agents have made the circumstances even worse!!! I cannot believe I am dealing with this on Thanksgiving morning and getting nothing by the runaround on a serious error made by VZW, and the customer care agents have refused my repeated request to be connected with someone in the US who has the authority to fully correct the matter before it even gets worse! I shouldn't be treated this way being a customer since 1995 and never, ever once being late paying my bill!
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It's Thanksgiving. Spend time with your family instead of some order. Many agents are at home with theirs.
You didn't even mention when this supposed upgrade issue was. If it was for an upgrade fee, that's a valid charge. If it's the wrong color etc, wait when it's not a holiday to cancel or return to sender if it already shipped. If it's payment related, buy the phone elsewhere for a potentially lower price.
I can't fathom what is serious enough to give Verizon hours of time on a holiday.
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Gee, thanks for a perfectly useless response!
The issue is serious, with several thousand dollars of new equipment going to an address I have not lived at in more than 20 years, which is now a rather unsavory place. VZW acknowledged something in their system made the erroneous address change, but no-one has been able to redirect the UPS shipping. You ever seen what is on the receipt and shipping documents as far as personal information goes?!? Yeah, it's serious.
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Have you tried contacting UPS to reroute it? How the heck did they get a 20yr old address? You gave your correct address and someone changed it after you placed the order?
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Yes, my immediate reaction when I received the shipping notification from VZW was to reach out to UPS. However, VZW has it so that only they can adjust shipment specifics. Had that ancient address still been associated with me in my UPS account, I maybe could have then done something per UPS CS. That's what then began the ordeal with VZW.
That is the most frustrating part, I provided the proper address with my order, which has been my address for 6 years... VZW tried to say it was my fault because that was the address of the line origination, which is was certainly not because I got the line in 1995 and it was 2 addresses prior to the one they decided to send it to. Another agent then tried to say it was the last address where I upgraded at - nope last upgrade was delivered to this address and prior upgrades were delivered to my last address - both after the address they pulled out of the vadose! In any event, NEITHER of these should matter when the purchase was made with proper, matching shipping and billing addresses, matched to the credit card, and also where my VZW bills any mountain of advertising mail are delivered to each month.
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Even more ridiculous is now the VZW folks here are trying to help but keep sending authentication links that just produce an error page, and now I'm locked out of Private Messages because I sent 5 trying to authenticate. Unbelievable!
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So, 12 hours now totally invested in this mess created by Verizon and I still do not have complete resolution! I think it important for Community members here to know that the Customer Support reached through this platform is the same as if you were doing a chat or calling in. Meaning generally you're dealing with an outsourced, overseas agent and you're given the same scripted responses... When they can't help, or don't want to, you're dumped back into a pool and forced to repeat yourself over and over again. Moreover, the agents communicating here are trying to rewrite promises made when I finally did reach a US agent on the phone who was in direct communication with her supervisor, came to agreements to resolve, and know the agreements made were noted in my account because the agent was reading my her notes verbatim. I should not be responsible for carrying the financial burden of the original order until they receive the equipment back from whatever path it takes plus the reorder when Verizon did what it did with my first order's shipping! That was agreed with the supervisor, but more importantly, the PA Attorney General's office agrees as well, and I only needed to wait on hold 10 minutes to talk to a Deputy AG about this incredibly bizarre experience!
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Hope you get it sorted. I could have sworn i ordered a phone from verizon once and was able to reroute it with my UPS my choice account but that was several years ago. Could have been fed ex I am remembering.
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We are always here to help anytime if you need assistance as well.
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Resolution? Assistance?
Still no full resolution, and the assistance is honestly the furthest thing from what I would describe this nearly 2 week ordeal. I do remember a time when I would have said VZW had great customer service, and I also remember how those interactions resulted in resolutions within MINUTES... However, I have tracked every moment of this ordeal, and I am sitting at double-digit HOURS of my time further exacerbated by VZW sending faulty equipment, keeping me going around in circles with customer service and tech support for 4.5 hours because the phone would not activate, then sending me to a Corporate store who had no means to help as there are ZERO 5G SIMS available after tech support assured us they could! Just falls right in line as I was promised specific things multiple times that were not honored, and when I called VZW on this it was interesting that the next agent would consistently refuse "to go back, just forward" because I knew what was in the notes as I began insisting those helping me read the notes verbatim to me before ending the support interaction. A great example, I was promised to be refunded for the one misrouted device that VZW successfully intercepted within 48 hours - so VZW sent it somewhere I did not authorize, I never saw or handled the equipment, yet my funds were being held (and still are). That refund was to have been received 4-December, and here it is 8-December and I still don't have a refund. UPS was good enough to provide me the tracking information where it went back to VZW has had the equipment for days...
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Your loyalty is extremely valuable to us, and it's our priority that we help you get your device properly activated immediately and verify the status of the refund you are expecting. We are here for you, and we will be more than happy to help. We contacted you via a Private Note to continue assisting you.
GeovannJ_VZW
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tangobravo12, we are all U.S. based representatives via any Social Media support channel. We simply want to honor what was promised and ensure your order is corrected. Have you reached a resolution at this time?
AlanS_VZW
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Tangobravo12,
I want to make sure that I value your time and make sure that we dedicate the attention to this matter that is needed. You can send us a Private Message by going to the top of our profile. Once you're there, below our profile picture, there will be an icon that says "Message".
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Hello, tangobravo12. Your time is valuable, so I'm troubled to learn you had to spend so much time on the holiday trying to resolve the concerns with your order We appreciate your longtime loyalty and always want to deliver the best possible experience. I want to investigate further to ensure your order gets to the right place. Please check your private messages to continue.
TracyB_VZW
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They do need to seriously improve their support my personal experience is time wasted hung up on by supervisor and other who don't seem to care at all usually just repeating scripts
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I also need to reach an escalation manager in the USA. I have HAD IT with verizon. I have been a loyal customer for 9 long years and have 5 devices on my account and I am thisclose to moving carriers based on the complete lack of capabilities of the staff in resolving my very serious billing issue.
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We are sorry to hear about your current billing concerns. In order to better assist please send us a private message for review.
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Crazy I’ve been treated the same way with the hang up and empty promises. Sad 😞
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Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic. Thank you.
