I have TRIED to go through CHAT since there is no more e-mail

[JonathanJHC]

Here is my story that I can't get Verizon to deal with.  Suggestions after you read it?  Maybe you have had similar problems.

Good evening,

First off I apologize for sending this to you.  I could not get ONLINE CHAT to help as I was ignored a total of three times.  I also noted that you have discontinued your email for customer service.  I tried calling several times tonight and was disconnected upon sharing my issue BOTH times. I find this very hard to believe that it is a coincidence.

Here is the issue.  I have had the Galaxy 5 for some time and I love it.  Like the rest of the world, since the Lollipop update, it has been a nightmare of issues. I understand that we are all in the same boat but something needs to be done as I have 6 phones on this account. 5 work just fine and the one phone that doesn’t, belongs to the person paying the bills, me.

I have been MORE than patient as I have done EVERYTHING you have asked:  1. The phone itself has been reset on 3 occasions with no help. 2.  I was asked to bring it to a Samsung expert where they reset it to no avail. 3.  I have been in a Verizon store on 7 occasions trying to get my phone to work properly and all I get is I just have to wait for an update.

I have had problems way up and beyond the battery failing, phone overheating, and the delay.  Since the update, my phone is now acting up in many ways.  When I go inside and lose signal, it stays lost unless I reset the phone.  I had the SIM card switched and did not help.  The delay factor in my phone is getting worse as I cannot even type a message or use my apps without a delay every 30 seconds..sometimes lasting as much as 2 minutes.

The main kicker was when my family and I were just recently in New Orleans, we had an emergency in the city pertaining to my 3 year old daughter.  When I went to make the phone call my phone got stuck on the dialing screen area and would not let me proceed.  We had to do a hard reset to make it work. Luckily a person passing by saw what was going on and immediately used their phone.  BUT, the fact that my phone failed is UNEXCEPTABLE.

I went to the Verizon store in NO and they said the only thing they could do was to swap it out for another 5…which is what I was willing to do but couldn’t because we would leave before it got there.  When we get home I went back to my store for the 7^th time and they sent me over to Best Buy to have their expert look at it.  He found nothing wrong and sent me back.

I was told that because the issues I was having with the phone was for the most part software related, they would be willing to exchange it out for another 5.  The final thing they said they could do was have me upgrade to a 6 but it would cost me $350.00 out of pocket.  This was also unacceptable as I am not going to pay out of my pocket for a problem that is not mine.

I understand that you cannot control the Samsung issue.  Up to this point I have been VERY patient and understanding.  Here is where I am at.  I have 6 lines and pay good money.  I have MY phone that I am paying full price for that is NOT working properly at full speed.  I am not looking for a hand me out or discount..what I want is a phone that works and is dependable.

Whether that be a 6 a 5 or another phone I do not care.  Here is what I have done.  I went to ATT and they were not willing to help.  Sprint however is willing to buy out all 6 contracts and give me the exact phones I have as well as upgrade my phone to an IPhone 6 or Galaxy 6 so I have no more problems.  The activation fees will also be waved.  I have no reason whatsoever to change companies as if you look I have been with you for a VERY long time.

The bottom line is I want what I pay for, nothing more, nothing less.  I have tried so many avenues with you guys and seem to get blocked by each and every one.  I would appreciate you either contacting me via E-mail or in person so we can try and get this resolved.  I start teaching again next week and will be away from my family for most of the day. I need to know that I have a phone that I can use if needed or be reached if a problem occurs.

Thank you for taking the time to read this.

Jonathan [removed]

Before sending this I contacted you via CHAT session as well.  BOTH times after sending the information I was totally ignored.  I fine this VERY unprofessional as I waited for more than an hour between the both sessions.  The decent thing to do was to at least guide me in the right direction and not completely ignore.  The first person was named Carla and the second was Dianne.  The number of the chat session for the second one was [removed]

[removed]

Personal Information removed as required by the

Message was edited by Verizon Moderator

[vzw_customer_support · Accepted solution]

Thanks for reaching out to us JonathanJHC. I'm so sorry about all the issues you're having with your Galaxy S5 device.I would also like to apologize for the experience with our store and chat team. This is definitley not the experience we want you to have and want to make sure you have a working phone. We know its frustrating to have issues with service, delays, battery, and overheating. We also don't want to lose you with our family because keeping you has a customer is extremly important.

I called you to discuss your concerns but was unable to reach you. I recommend removing your number from the community page. You can send us a private message here, twitter, or facebook so that we can discuss your cocnerns in more detail. We are unable to provide you with a new phone or a different model. Since your phone is still under the 1-year manufacters warranty, we can only replace the device with a certified like new phone of the same model. They all go through a 100-point check so I know we will get you one that works great. We look forward to hearing from you and getting all yoru concerns addressed.

KinquanaH_VZW
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[JonathanJHC]

Thank you for the reply.  Can you please edit out my name and number from my post as I forgot what I cut and pasted in the forum was the direct letter.  It looks like I can not edit my own posts after a certain time.

I am sorry I missed your call.  I would like to discuss my issue further if possible.  Thanks.