Poor customer service

[CTMCMret93]

Trying to find a way to provide feedback confirms my low opinion of Verizon.

My wife's phone stopped connecting.  I went through all of the troubleshooting steps to no avail so I took the phone to the local Verizon store.  Kim did all she could to help, including connecting me with the next two levels of support.  The last decision was to do a factory reset (after two hours).  I wanted to back up some information, so I scheduled a call with the level 3 (?) technician.  I backed up all information and waited for the call.  One hour and ten minutes after the call was supposed to come through, I returned to the store and Kim put me in touch with another technician.  An hour later, he decided the phone should be replaced.

My complaints are:

- I never did hear from the first technician.  He had my cell phone number - even a text message stating that he was on another call and we had to reschedule would have been better than nothing;

- the final technician kept telling me "don't worry, we'll take care of this".  I finally told him I didn't want to hear that again, I wanted a resolution to the problem;

- the technicians complained about low signal strength.  Even in the Verizon store, we had one or two bars at best.  This has been an ongoing problem in Norwich for months.

I have 50+ years experience in electronics systems and computer support, including supervising teams of 100+ technicians.   Verizon doesn't want (and obviously never offered) to pay my hourly rates while I wasted all of this time.  My time is as valuable as the time of their technicians.  I never tolerated poor support from my subordinates - why should I tolerate it when I am paying for services that aren't being delivered?

Kim and the first support technician were good.  The others were not.

I have been a Verizon customer for years but I will now explore other options - which carriers have better signal quality/strength and acceptable customer service.  Verizon is inadequate in both areas.

[vzw_customer_support]

Thanks for reaching out and bringing your situation to our attention. Your feedback is valuable.We want you to have consistent and reliable service to connect. We are more than happy to put a fresh pair of eyes on your service experience. We need your help. Please respond to the private message that will follow to get more information.

-Deb

[vzw_customer_support]

You provided such detail. and thank you for this. Once you reply we can gather additional details and diagnostics from your account.  

-Deb