Verizon Corp Store Says Verizon OnLine and Phone Doesn't Know What They're Talking About
SFFiDiNYC
Enthusiast - Level 3

I'm considering switching to T Mobile because of the abs atrocious service I've gotten over last few days fr Verizon Customer Service, then I see several people are on this verizon messaging site and that they too are having similar enough problems and contemplating moving to other carriers.  I'm considering changing to TMobile OR switching fr Pre-Paid to Post Paid and staying with Verizon. I'd prefer the new phone and to stay but maybe it' better just to move to TMobile?

 

1.  over last few months for about 5-10 min/day I have NO SERVICE (that's no mobile internet and no phone service) in downtown NYC,  I'm literally a few long blocks fr a Verizon HQ so this shouldn't be happening, Verizon in NYC now is like having AT&T circa Y2K,  

 

2. the on-line customer Verizon service - the chat service and audibly in phone conversation  - (Christopher)  told me go into Verizon  store and have SIM card replaced, it will be free of charge and your SIM card is from Batch 1 (?) so it needs to be replaced, i..e,  I go into verizon store at 100 Wall St NYC today and they tell me 1. $30 charge for SIM card (that it's abs not free),

2. they (female manager) also tell me at 100 Wall St that  it won't be compatible, that "if they replace it that will deactivate the phone" and render the phone totally and irreversibly inoperable, so they won't do it.  when I went back in to the 100 Wall St with Verizon Phone customer service on the phone a 100 Wall St male supervisor or manager told me they will do it, but then when we sat down to do it and I'd hung the phone up with Verizon Phone Customer Service, the female manager then tells him they can't do it because they got an email and iPhone 6 is not compatible, and she shows him an email.

so my options, switch to TMobile, switch to Post Paid and get the free phone, (I'm not liking that after being such a steady pre-paid customer for probably 5 years now that even though I get the text re free phone for all verizon wireless customers that I'm not included in 'all verizon customers'  

 

which brings me to what the Phone Customer Service told me yesterday, not Christopher but the woman before him, she said "we don't cater to pre-paid customers, we only cater to Post-Paid Customers"  I'd think someone who Pays in advance would be, her words, 'catered to'  before someone who pays after gtg the service ... that's also got me looking at switching to  TMobile instead of sticking with Verizon ...  

 

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16 Replies
SFFiDiNYC
Enthusiast - Level 3

I'm into now (3) weeks of this absurdly bad customer service fr Verizon OnLine and OnPhone!

The Latest:

Last Tuesday I was assured by Verizon Phone Customer Service that They = Verizon Customer Service would get back to me within 2-5 business days via phone, i.e., I said let's not even count today, let's say (5) days would be by end of business next Tuesday. And, today is Tuesday 7:30PM ET USA, and still no call. We even went over how they would get back to me, i.e., phone or email, (I covered every detail because they are SO deficient)  he said it will abs be by phone and if they can't reach me by phone (remember, this is a phone company that can't reach me via phone?)  they'll use email.

We're now at (5)+ business day and NO, Verizon has not tried to call me even once! 

 

This is after they were made aware that when I went into not 1 but  2 Verizon corp stores in NYC to confirm that - contrary to what Verizon OnPhone and OnLine Customer Service was telling me - what the staff in the store  were telling me re SIM card replacements was accurate, the 2nd store I went into (Union Square NYC) actual Verizon Corp Managers were there visiting the store and , their words, they told me they were "embarrassed" by the problems I was having with Verizon OnLine and OnPhone, incl having read snapshots of the chat with Verizon OnLine.

 

They along with store staff told me to call again Verizon Customer Service, *611, tell them to escalate to a supervisor, that I will probably be asked to email snapshots of the conversation, and that Verizon OnPhone Customer Service will have to honor that - thank goodness I have snapshots of the conversation - deal that they told me = that I am entitled to a free iPhone 14 with my prepaid plan.

Before Verizon OnLine Told me I was entitled to the Free iPhone 14 with my prepaid plan, they had told me

1. to go into Vernon Corp Store and get SIM card swapped out on my iPhone 6. they said this was free of charge, that both the card and the service of swapping was free of charge.  This was not accurate in 2 ways, i.e., there was a charge of $30, and 2. even if I did pay the stores won't do it because the cards are not compatible, that if they swap the cards the phones will deactivate and can't be reactivated. When I was in the store (100 Wall Street, NYC) and called Verizon Customer Service Back, I was told that the store was inaccurate, the store insisted it was accurate. SO I told the Verizon OnPhone Customer Service I will go to another Verizon Corp Store and get A 2nd Opinion. That is what lead me to go to the Union Square Verizon Corp Store also in NYC and that Verizon Corp happened to be visiting.  That store confirmed that the 100 Wall St Verizon Corp Store was 1. accurate, 2. that similarly a week earlier Verizon OnPhone Customer Service was insisting to another Verizon Customer that the store swap SIM card so they did, the phone (as Verizon at 100 Wall St said would happen and Verizon OnPhone Customer Service insisted would not happen) deactivated, could not be reactivate AND THAT CUSTOMER lost his phone number! 

 

So again, that is 2 Verizon Corp Stores insisting the SIM cards are not compatible, 1 store with Verizon Corp present AND with a literal story desc experience of being forced to by Verizon On Phone Customer Service resulting in a man not only losing use of his phone but losing his phone number permanently ! 

 

ALSO, the On Phone Customer Service would not stop telling me to go to an actual Verizon Corp Store for service WHILE I WAS TELLING THEM I WAS INDEED IN A VERIZON CORP STORE 100 WALL ST, NY NY  and then again when I was at 859 Broadway (union square) NYC WHILE members of Corp fr New Jersey also happened to be in there visiting the store! 

 

I'm still waiting for Verizon On Phone Customer Service to ask me which store I want to pick up my FREE iPhone 14, and what color I want it in.  not only did they tell me I was entitled to Free iPhone 14 for my PREPAID PLAN, but staff of stores, and NJ corp themselves said 'that needs to be honored' 

Verizon needs to check up on its ONLINE AND ON PHONE Customer Service because they're lucky in my case I'm just entitled to the free iPhone 14 for prepaid and that the store didn't do to me what the OnPhone Customer Service pushed them to do for the other Verizon Customer resulting in  loss of THAT Other verizon customer's phone number ! 

Also, what's this that the ONPHONE Customer Service told me, "we cater to Verizon Post Paid, We do not cater to Verizon Pre-Paid", I also told the stores and the corporate visiting fr New Jersey  that I was told that, they were incredibly embarrassed by that and apologetic.  

 

AND then there's the 25 min and 35 min I'm placed on hold before I finally just hang up because NOBODY came back to the phone after they went to 'go speak to their supervisor" ... (I also have screen shots of those hold times).

 

If this problem isn't remedied with verizon calling me tomorrow, Wednesday, May 17, USA, 10a - 5p ET, telling me to go pick up my FREE iPhone 14 at my chosen Verizon Corp Store ALONG WITH AN APOLOGY  I will be contacting corp with screen shots of all of this , I have no problem doing that by next Monday IF I don't get phone call tomorrow that  I was told I would be getting by yesterday (I only gave Them that extra day today to be generous since they are so 'challenged'). 

 

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SFFiDiNYC
Enthusiast - Level 3

I literally went to (2) NYC Verizon Corp Stores with Verizon OnLine and OnPhone Customer Service ON MY PHONE, ON SPEAKER PHONE INSISTING the stores must:

 

1.  replace the SIM cards at $0 charge, the stores  said no that's not true and

2.the stores said  even if I paid the $30 that they wouldn't do it because the SM cards are not compatible with iPhone 6, that the SIM cards available will deactivate the phones and the phones can not be re-activared.

 the 2nd Verizon Corp Store I went to yesterday in Union Square NYC (859 Broadway, NYC) yesterday to confirm that what 100 Wall St, NY NY told me was true, they not only confirmed what Verizon Corp Store at 100 Wall St told me was true = that the SIM cards for replacement are not compatible with iPhone 6 but that when Verizon Phone customer service insisted they do it for a customer in their store last week it did indeed deactivate his phone, it could not be reactivated, AND his phone number could not even be transferred to a new device !

 

SO BE VERY EXTREMELY CAREFUL FOLLOWING GUIDANCE OF VERIZON ONLINE AND ON PHONE CUSTOMER SERVICE.

 

Luckily also Verizon Corp was visiting that 2nd Corp Store I went to yesterday, the one in Union Square, NYC and they read the screen shots of the conversations with the agents, and only because I saw how embarrassed they were do I realize that this ridiculousness is not a reflection of Verizon Customer Service Policies at all.  they are supposed to be accurate and even if they're, they're  supposed to honor their words without hassling the customers, esp established customers and that, they said holds whether someone is pre paid or post paid. 

 

(I was told by the agent last week that "We do not cater to pre-paid customers, we only cater to post -paid customers", this was something that Verizon Corp visiting the Union Sq, NYC stores yesterday was additionally upset and embarassed by) 

 

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vzw_customer_support
Customer Service Rep

SFFiDiNYC, we have responded to your Private Note, and have sent another one. Please let us know if you have any questions. 

*Bee

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vzw_customer_support
Customer Service Rep

Oh, wow! We are shocked to see you are having service issues, especially while being so closed to the Verizon HQ. The last thing we want is for you to switch. Please send us as Private Note to Further assist you. ~Gilbert

SFFiDiNYC
Enthusiast - Level 3

I took screen shots of conversation with Verizon, they told me how to move my prepaid plan to a new prepaid plan and get the free iPhone 14.  

 

do you know how long that deal is good for? I'd like to not deal with verizon again until Monday, (I need a break fr Verizon, it's been about (3) hours of my time and no less than nearly an hour on hold today, then there was the Verizon Corp Store on Wall Street telling me they abs could not do what Verizon Telephone Customer Service was insisting the store would do) but if the deal expires before Monday night I'll go to verizon before then. 

 

So when does that iPhone 14 deal for prepay plan expire? 

 

 

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vzw_customer_support
Customer Service Rep

Hello. Promotion end dates are not available. We recommend locking in your promotion as soon as possible. This is the best way to ensure you get the offer.

*Aishawyra

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SFFiDiNYC
Enthusiast - Level 3

I'm trying to use this promo that yesterday Verizon customer service recommended,

 

The Promo = free iPhone 14 for PrePaid,  (I have screen shots of the directions they - Verizon OnLine and Phone Customer Service -  gave me to do this , they said I can do AT  A Verizon Corp Store, the directions they gave me  are specifically for someone who is an Established PrePaid Customer)

 

but is there a phone number or link by which  I can call to just do this over the phone or A WORKING LINK  so I can just do online because I don't want the experience again what I experienced yesterday with the Verizon Corp Store on Wall St telling me that what Verizon OnLine and Phone Customer Service doesn't know what they're talking about.  

 

so far Verizon has me literally going in circles for for now several hours over 3+ days over this. 

 

 

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SFFiDiNYC
Enthusiast - Level 3

My Reply To 'Private Message' where Verizon OnLine IS  Denying The Offer They Gave Me & That I shared Screen shots of with Corp Store and Members of Corp who happened to be visiting the store yesterday when I came in.

"oh no, I have the screen shots from Verizon OnLine and on Phone showing that your customer service dept said "free iPhone 14 for PrePaid"

 I showed the screen shots of conversation to Verizon Corp Store, Union Square NYC, And as luck would have it members of Verizon Corporate were visiting the store and said  after viewing the screen shots that the "free iPhone 14 for pre-paid' had to be honored, that I need to call 611 and that I will need to share the screen shots and that if Verizon OnLine doesn't honor the deal then I need to contact corporate again and lodge a complaint. 

the idea that you on behalf of Verizon wouldn't honor the deal that - again, I have screen shots - your dept in detail told me was on offer IS NOT  in line with Verizon's own customer service policies, and THAT is accdg to Verizon Corporate. 

So do I need to email screen shots of Your Dept desc that offer to me, and who to? and then tell me when  I will be able to pick up my free iPhone 14 for PrePaid, I'd prefer to pick it. up at the Union Square NYC location. "

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SFFiDiNYC
Enthusiast - Level 3

Got text fr Verizon, then read press release on line when I was confirming the text was legit, then ( and luckily I have screen shots because those are what Verizon Corp Store Union Square NYC, Daniel and VJ, and Corp who happened to be visiting the store confirmed 'must be honored', Verizon OnLine and OnPhone confirmed and gave me more details re promo I was entitled to: 

 

That Promo AS Verizon online and on phone described it, and I have screen shots so what they said is undeniable, 

"Free iPhone 14 for PrePaid" I have screen shots of the conversation. Verizon OnLine within that conversation even   told me to go to the Corporate Store to use this deal.

 luckily when I went to the corporate store yesterday, Verizon Corp was also there visiting the Corp Store and they too confirmed, I needed to email screen shots of Verizon OnLine telling me about this deal, and that they had to honor it.  that I need to call Verizon 611 and they will have me email them the screen shots, (then they will arrange for me to get the phone at the Union Square location or mail it to me, I'll pick it up at the store).

So today I'm making that call to verizon 611 to tell them they need to honor the deal, not only has the corporate store confirmed it but members of corporate visiting the store confirmed it.

 I wanted to share this here because it seems Verizon OnLine and On Phone is very, extremely difficult for Pre-Paid Customers, and I think they won't know they have to take steps to honor the deal they told me I was entitled to.

last week they also told me "we don't cater to pre-paid, we only cater to post-Paid" and those were their exact words, (I was astonished). 

I was told if they don't honor this by having me do anything more than email them screen shots, that I need to go back to corporate and inform them. Verizon will honor the deal but gtg the dept that needs to take responsibility to do so is everyone - me as the long standing customer and Verizon Corp itself -  is seeing, challenging. 

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SFFiDiNYC
Enthusiast - Level 3

and please don't answer with some form of 'we understand your frustration'  please send  private message (to get an answer from us) because every time I do that, now 2x today, the reply to that private message is the exact same reply = some form of 'we understand your frustration' please send private message ...  

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SFFiDiNYC
Enthusiast - Level 3

so far the only reply I'm gtg fr Verizon OnLine Customer Service is to tell me to send a Private Message for assistance, so I do that, and then there's no answer. 

All I''m trying to get is an answer to: can I get the prepaid free iPhone 14 deal via a link on verizon.com. or do I have to go into a Verizon Corp Store ?

 

Will the Verizon Corp Store be aware of the promo? OR, will I need to show them the screen shots of Verizon OnLine Customer Service recommending the deal and giving me instructions on how to use as an Established Pre-Paid Customer?  

I have had such a bad experience with Verizon Customer Service this past week inc the corporate store on Wall St NYC saying that the online and phone customer support didn't know what they were talking about, refusing to do what Verizon OnLine and On Phone said they should do and do for free ... (I literally had Verizon Phone Customer Service on speaker phone at one point yesterday, the store agreed to replace the SIM card, then I hang up and they say they can't and won't do it, that doing so will deactivate the phone and then the phone will be inoperable ... ) 

So to avoid any repeat of that waste of time and frustration I was put through, I just want to know if and how I can get this free iPhone 14 for prepaid, for an established prepaid customer without having to go into the verizon store. 

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vzw_customer_support
Customer Service Rep

Hello,SFFiDiNYC. Thanks for reaching out. We know getting the best deals are vital. Please send a Private Note for further assistance.

*Alexis

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SFFiDiNYC
Enthusiast - Level 3

I  HAVE NOW SENT 2 PRIVATE MESSAGES and still the only reply I get is 'send a private message' can Verizon Customer Service just answer the question instead of telling me to send a 'private message' which when I do so the only reply you give me is 'send a private message' 

 

again, Verizon Customer Service has me in a loop. this should not be so difficult, it should be simple for you to answer.

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vzw_customer_support
Customer Service Rep

We want to make sure you gt the assistance you need with this promotion. Please send a Private Message for assistance. *Michelle

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SFFiDiNYC
Enthusiast - Level 3

great, this is my private message asking for assistance. do I need to repeat question again here?

 

 

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LawrenceC
Moderator Emeritus

Hi SFFiDiNYC,

 

To send a private note, click the username and then click "send message".  Screen Shot 2022-12-27 at 10.08.57 AM.png

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