Verizon Customer service is the worst!!!!

[unfotunateloyalcustom]

In my latest attempt to contact customer service I was hung up on twice. Then disconnected when I was on a land line even before I was able to talk to someone. I called in to see what Verizon would do for a loyal customer since 1995 so I asked for the customer retention department. I was sent to billing. The billing department transferred me to sales. I spoke to an Alex who I could tell right off the bat that he did not want to be there. With a sigh he was less then helpful in answering my questions with short answers like that's just the way it is and i'm not sure. For simple questions about my account which he had access to and was in researching what i was asking. When I asked him to look up my phone he hung up on me. So I called back and got Elizabeth. She and I go disconnected. Then I tried on my land line and the phone line disconnected after I put in my phone number. At this point I was like screw this. I tried the chat option. Which at first was working excellent. The CS rep diffused my anger and was actually helpful in providing me alternate solutions. She offered me the EDGE program which I think is great. We went over programs and and costs and was happy with her service. She told me that i was eligible for the EDGE program and I would just have to go into a local Verizon store to get set up. So thats what I did. I went to the Verizon Store in Chandler AZ and was told it would be 15-20 min wait. After an hour and a half I was finally helped and was told to my surprise that I was not eligible. I was told that it was because I was bundled with quest. The chat rep should have been able to tell me that and the Local sales rep should have been able to look real quick when he asked why I was coming in so I didn't have to wait that hour and a half. I have seen all over the net and different boards that Verizon customer service it TERRIBLE! Why is it that Verizon does not care about their customers. I am a patient man but I am very very close to going to another carrier. I expect some sort of compensation for the time lost dealing with the inadequate customer service. My time is valuable and can find hundreds of better things to do with my time. One more thing. When I am on Job interviews and they ask me to describe bad customer service I have not problem coming up with the sever experiences with this company.

Regards

Jason

[18PlusLife]

I tried to submit my opinion on the same topic, but I can only read "Test" I have been with verizon, Airtouch, cellular one, ect since 1995,  upgrade for long term customers is not at all felt,  every month I try to speak with customer service, I feel like a pinball,  "Let me transfer you to our #|{~<># Dept, they should be able to assist".   Every attempt to lower my bill, somehow causes it to grow!

[vzw_customer_support]

unfotunateloyalcustomer,

We do not want you to feel this way about us or leave us. We definitely appreciate your loyalty. Let me show you world class customer service. Lets look into lowering our bill. What plan do you currently have? How many GB a month do you use? How many lines on your account do you have? Have you checked out our new More Everything plans? http://vz.to/1lwOwRQ

LindseyT_VZW

Follow us on Twitter @VZWSupport

[vzw_customer_support]

Wow! What a great length of time, 18PlusLife. We appreciate your feedback. We have recently made some changes for our longtime customers with the Edge program to upgrade. We realize many people prefer to upgrade sooner than 2 years. As always, you have had the ability to purchase a phone at retail price if you preferred to upgrade sooner.
We also feel your desire to lower the bill. What plan do you have now?

TamaraH_VZW
Follow us on Twitter @VZWSupport

[unfotunateloyalcustom]

Reducing my bill is a great gesture and I won’t turn that down but that does not cure the fact that I have never had a good experience with any member of customer service. I would love to speak to some sort of manager verbaly instead of email.

Thank you

Jason

[unfotunateloyalcustom]

Part two to this horrible experience. So went back to the Verizon (Chandler AZ) store with an appointment at 12:30pm. Did not get helped for 25min! When I did get assisted we went on with the processing of the EDGE program. We got all the way to the end and the sales person was oh by the way because you are not eligible for an upgrade you will be forced to buy an OPTIONAL accessory pack. Not sure why they call it optional when they force you to buy it. So when I was expecting to pay a max of $27 they wanted me to pay over $300 dollars for the accessory packs. Not to mention turn in my smart phone and my wife’s iPhone. I was assured by Erica on my chat session with Verizon support that the only thing I would have to pay would be $27 for the first month of the edge program. Really wish you all would train your employees to give accurate and consistent data! This is what I want. I want to have the deal that I was promised. I want my phone to be the HTC one (M8) my Wife to get the iPhone 5s for the $27. I want the accessory pack paid for by Verizon because of the massive hassle this has been. IF not then you will lose yet another long term customer.

Jason

[unfotunateloyalcustom]

Part two to this horrible experience. So went back to the

Verizon (Chandler AZ) store with an appointment at 12:30pm. Did not get helped

for 25min! When I did get assisted we went on with the processing of the EDGE

program. We got all the way to the end and the sales person was oh by the way

because you are not eligible for an upgrade you will be forced to buy an

OPTIONAL accessory pack. Not sure why they call it optional when they force you

to buy it. So when I was expecting to pay a max of $27 they wanted me to pay

over $300 dollars for the accessory packs. Not to mention turn in my smart

phone and my wife’s iPhone. I was assured by Erica on my chat session with

Verizon support that the only thing I would have to pay would be $27 for the

first month of the edge program. Really wish you all would train your employees

to give accurate and consistent data! This is what I want. I want to have the

deal that I was promised. I want my phone to be the HTC one (M8) my Wife to get

the iPhone 5s for the $27. I want the accessory pack paid for by Verizon

because of the massive hassle this has been. IF not then you will lose yet

another long term customer.

Jason

[vzw_customer_support]

unfotunateloyalcustomer, it's disheartening to hear that you had a horrible customer service experience at our Chandler store location. It's important to us that you take advantage of the option that best fits your needs and you're provided with all the disclosures regarding your transaction to ensure that this is what you want to do. I apologize that we will be unable to waive the cost of your purchased accessories. However, we hope that you allow us to continue as your wireless provider and restore your faith in us.

LasinaH_VZW
Follow us on Twitter @VZWSupport

[unfotunateloyalcustom]

Really? This is your response? This is on par from what I expected to hear. T-Mobile just got a new customer.

[MustangCali]

This does not surprise me in the least.  Seems to be pretty much the norm from my experience with Verizon too.  They feed you a lie every single time you call & every single time you will get some uninformed idiot that will tell you something different from the first 20 guys you just talked with.  Sorry, but get used to it.  Crappy customer service is Verizon's motto!