Where can I get resolution?

[NelsMN]

I have been trying to resolve an issue since the end of July 2013. When I call customer service the answer I get varies from someone will call you back (which they don't) or am given incorrect information and then they won't stand by the incorrect information. I finally was able to speak to a supervisor who was very rude. What I understood from her was they had done what they could and if I wasn't satisfied I should leave Verizon. I would gladly do that at this point if I hadn't just bought 3 new iPhones 6 months ago. Who do I talk to that will at least listen to my concerns without yelling at me?  Found it interesting that I didn't get the follow up phone survey after the supervisor ripped into me. Someone have some ideas that have worked?  Verizon employees monitoring this discussion have a suggestion?

[wendy415]

I just had the same issue and I didn't get the survey either!!! I was on hold for over 2 hours waiting on a floor supervisor and they were extremely rude and told me my issues were my fault and got very rude with me.  Great customer service if you ask me.  I just sent an email to my regional manager for Verizon and I hope that will help which I wouldn't put money on them calling or emailing back since no one ever does from Verizon. 

[rcschnoor]

If the iPhones are in good condition, you should be able to sell them on a site such as Swappa.com for enough to more than cover the ETF.

[HappyHelper]

Sounds like they did give you a resolution and you just aren't happy with it. Their resolution is they aren't going to give you what you want. Your idea of a resolution is getting what you want. You can keep calling and hoping someone will cave or you can give up.

[flutterfly8497]

The surveys are random. I have gotten two in a single day because I called twice. I think each rep gets a certain amount of surveys every day and if the one you talked to has gotten all theirs for the day you won't get one. You also give no details of your issues for feedback, only that they basically told you there's nothing more they can do. What was the problem that prompted the first call back in July?

[vzw_customer_support]

We're here to resolved any concerns you have, NelsMN. We want you to stay as a satisfied customer! Please let us know your specific concerns so we can better assist. We look forward to hearing back from you.

DaisyP_VZWSupport
Follow us on Twitter @VZWSupport

[NelsMN]

I contacted support late July to ask if a tower had gone out in my area due to poor reception. After troubleshooting phones they did a visit to my area to check coverage. It was determined due to "heavy foliage" I would not have good reception. Too many leaves? I was given options of a network booster (I don't have a wifi connection) deal with it, or leave Verizon. Called back to clarify and offered a solution that required a supervisor to contact me. No supervisor called me. I called again and a rep said they had a solution that would save money by switching to another plan. I switched but it actually cost more. Called back to ask why and they would have the rep call me back. No one called me back. Called twice to but in the notes I was still waiting for a call. Finally convinced a rep to put me through to a supervisor. After a long hold the supervisor very rudely told me there was nothing to discuss. The offer was same as July. She wouldn't hear me out to ask about the unreturned calls.

Sent from my iPhone

[flutterfly8497]

Did the reception issue begin with the purchase of new phones, or has it always been like that? If it just started when you upgraded, it could be the phone(s). Are you having the trouble with all of the phones?

[NelsMN]

The issue started mid July. Months after new phone purchase.

Sent from my iPhone

[vzw_customer_support]

Hey there NelsMN,

I'm sorry to hear about the service issues that you have been having and that no one has followed up with you as promised. I can take it from here and continue to assist. I have already followed you. Please follow me and dm me your mobile number and account password so I can review your account to see what has been done and determine the best course of action.  Here are the specific steps on how to dm,http://vz.to/17zF2vO.

I look forward to your reply.

NicholasB_VZW
Follow us on Twitter @VZWSupport

[NelsMN]

I think I followed directions. Waiting for you to accept my request to follow you so I can dm the requested info. <br/><br/>Sent from Yahoo Mail for iPhone

[vzw_customer_support]

Service issues are definitely frustrating and we do all we can to provide the best coverage to each and every customer NelsMn. Ensuring all your concerns are resolved is our #1 priority NelsMN. I'm sorry you haven't received a private message back from my team member. I will alert him of your private message so that we can help you. To make sure you're not waiting,  you can also send me  private message with your name and number. Lets get this addressed and resolved today so you can enjoy your weekend knowing we care to keep you with our family. I look forward to hearing from you.

KinquanaH_VZW
Follow us on Twitter @vzwsupport

[NelsMN]

I believe I sent Nicholas a DM. Can you please reply?

[NelsMN]

Nicholasb. Please respond.

[rcschnoor]

are you out there, or is this just another request for a DM conversation with a user which has no chance of happening?

[NelsMN]

Nicholasb_vzw did follow up as he said he would.

[Landerscape]

I have been on the phone for hours with Verizon in regards to poor (almost no signal)  can't use the phone inside my house except for 2 little corners.   If I move or sneeze, I lose my call.    I have called several times in the past 3 mos. they sent out a tech. service guy who followed up by driving to my house and telling me that the signal is very poor where I live and blamed it on too much data so they put more signal power towards that instead of just using the phone for calling someone which is why I need my phone.  I do not have texting or internet, only want to be able to call and talk to  someone when needed.   I have spoken to 5 - 8 different people, they all make promises and tell me they will give the necessary paperwork to the superviser who will in fact follow up with me.  I've been promised by 3 individual verizon employees that I will be sent a network extender at no cost to me because of my situation.  Still waiting on that promise to be fulfilled.    Last cust. service I spoke to named (removed) said they have a extender available in the warehouse and I would hear back within 72 hours, that's 2 wks. ago and nothing.   He even gave me his e-mail address at work and told me to e-mail him if I didn't hear back from anyone, so I did, he got the e-mail but didn't have the courtesy to reply.   Another cust. serv. named Charlotte, promised me she put me on the list for the extender and she would check everyday the rest the month and soon as one is available she would send it to me, and at end of month would call me back, that was in August. Zero contact from Charlotte.   Tech. service guy who came to my house put in request that I should receive the Net. Ext. free of charge, so a lot of people made promises to me and I have heard nothing .  So tired of calling and explaining the whole situation everytime I call and being put on hold forever, with no results.  My contract is not up til Feb. 2015 I refuse to pay a cancellation fee of $179 when I'm already paying over $100 per month to use my phone but most the time, no signal.  Verizon says I will be sued if I don't pay the Canc. fee.    Maybe I should sue Verizon for charging me for service I don't get !!!!   comments Welcome, especially from Verizon.   If I cancel, it won't be just my phone but also my sons acct.will be cancelled.  I was even told I have been a very good faithful customer for years.   I'm about to lose my sanity.

Edited for sharing private information as required by the Terms of Service.

Message was edited by: Admin Moderator

[#18]

Don't fall for that Verizon will sue you crap. They won't; so beat them to the punch and take them to court for NO SERVICE in your home, write a certified letter explaining that Verizon has broken the contract, so you are leaving for a cell service that works better in your locale. Then take them to court. Don't just threaten to do it.

Do not arbitrate under any circumstances.

Good Luck

[rcschnoor]

I'm not sure having no service in your home would be considered as Verizon breaking the contract since NO specific location is guaranteed to have service. I suppose it can't hurt to try, though.

[#20]

rcschnoor wrote:

I'm not sure having no service in your home would be considered as Verizon breaking the contract since NO specific location is guaranteed to have service. I suppose it can't hurt to try, though.

I meant it as a first strike scenario since being told you the customer will get sued for simply invoking your rights to have customer service and a working service. If Verizon cannot provide a passable connection then no threat of a cancellation fee should have been made. The customer is looking for a resolution to the problem not more problems

I am sure if your home was not getting cell calls either in or out you would not simply maintain services and say oh well.

[rcschnoor]

You are correct, I would take steps to remedy the problem, such as purchasing a network extender or looking for other carriers which provide better service in the areas where I frequent. However, as NO provider has service in ALL areas, it is more a trade off for which provider provides the better service in the most areas. If the best provider in an area is only marginal, no amount of threatening to sue will remedy that situation.

Furthermore, IF I was under contract I would not assume that the ETF would be waived OR that it even should be waived. I made the determination to have service. If the service was not acceptable, I would not have entered into the contract, or would have terminated the contract within the period of time which would not have incurred an ETF.

Lastly, I normally rely on one of my landlines for calls within my home. People who NEED to get in touch with me know how to do so.